Sharing Small Wins: A Fictional Case Study

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Sharing Small Wins: A Fictional Case Study

  1. 1. Sharing “Small Wins”: A Fictional Case Study Suzanne Sannwald Ashford University Instructional Leadership EDU 658 Dr. John Johnson September 2, 2013
  2. 2. Our Mission To improve the lives of students by educating and empowering them through career and professional development for lifelong success.
  3. 3. How can we reach more students?
  4. 4. Our Three Part Strategy Strategy 1 Service Alignment with Student Expectations Strategy 2 Increase Student Awareness and Understanding of Services Strategy 3 Improve Integration and Promotion of Services with Academics Where we have begun…
  5. 5. Small Wins “A small win is a concrete, complete, implemented outcome. By itself, a small win may seem relatively unimportant, but a series of small wins can help reduce the feeling that issues are so complex we are incapable of solving them” (Rhatigan & Schuh, 2003, p. 18).
  6. 6. Our Small Win WIN! Assess Current Student Expectations and Satisfaction Regarding Services STEP 1 •Survey Development STEP 2 •Survey Administration STEP 3 •Analysis of Results
  7. 7. Benefits Improve service quality by identifying students’ “expectations of the service to be rendered and their perceptions of the actual performance of the service” (Nadiri, Kandampully & Hussain, 2009, p. 525). Expectations of services BRIDGING THE GAP IMPROVE SERVICE QUALITY Perceptions of actual services
  8. 8. Shared Value “Service quality promotes customer satisfaction” (Nadiri, Kandampully & Hussain, 2009, p. 524).
  9. 9. Shared Value Our Mission Fulfilling Mission • Better educating and empowering students through career and professional development for lifelong success • Improving lives of students
  10. 10. Data and Results Services Desired Versus Perception of Current Services 5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 Ranked Importance of Services Perceived Quality of Current Services Resume & Interview Career Fairs Cover Letter Preparation Writing Online Career Resources
  11. 11. Data and Results • Resume and cover letter writing is a high priority. – Continue to improve support in this area. • Focus on increasing availability of online career resources. – Solicit greater input on desired online services via focus groups.
  12. 12. Publicizing Our Win • Email communications to students, faculty, and staff • Web links: – University blog – Student newspaper – Career services website • Promotion of web links via social media • Internal presentations to faculty and staff
  13. 13. Next Steps Strategy 1 Service Alignment with Student Expectations Strategy 2 Increase Student Awareness and Understanding of Services Strategy 3 Improve Integration and Promotion of Services with Academics
  14. 14. References Nadiri, H., Kandampully, J., & Hussain, K. (2009). Students’ perceptions of service quality in higher education. Total Quality Management and Business Excellence, 20(5), 523-535. http://dx.doi.org/10.1080/14783360902863713 Rhatigan, J. J., & Schuh, J. H. (2003). Small Wins. About Campus, 8(1), 17. Retrieved from EBSCOHost. Spiro, J. (2011). Leading change step-by-step: Tactics, tools, and tales. San Francisco, CA: Jossey-Bass. Stimac, H., & Leko Simic, M. (2012). Competitiveness in higher education: A need for marketing orientation and service quality. Economics and Sociology, 5(2), 23-34. Retrieved from EBSCOHost.

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