Administration and Finance

Quality Service Annual Report 2011 Attachment D: Group Comments

INTERVIEW ONE GROUP EXERCISE

TABLE 1

CHARACTERISTICS

  • Caring
  • Navigation
  • Listening
  • Accessibility
  • Creativity
  • Time  >> business hours

ADD TO UNDERSTANDING

  • Understanding impact/ seeing RESULTS
  • OVERLAP of people, work, department, info
  • The importance of people 4 face-to-face interaction (sharing knowledge)
TABLE 2

CHARACTERISTICS

  • NO run around
    • Buck stops here
    • Going the extra mile
    • Being proactive
    • Listening/having a dialogue
    • Not taking problems personally

ADD TO UNDERSTANDING

  • Reminder that we’re here to help regardless whether in job desc.
  • Very complicated
  • Small gesture can mean a lot
  • Just do it/ Take care of it
  • Our own attitudes can be part of the problem / solution
  • Knowledge of workings on NYU
TABLE 3

CHARACTERISTICS

  • Making difference
  • Easier
  • Beyond expectation
  • One-on-One

ADD TO UNDERSTANDING

  • Imp to reach out/ extend yourself
  • Do it because it is the right thing to do
TABLE 4

CHARACTERISTICS

  • Customer Service
  • Picks up the phone
  • Being humble
  • Attentive
  • Helpful
  • Feeling rewarded
  • Support
  • Adding the personal to the institutional
  • Timeliness
  • Leadership/ taking ownership
  • Organized
  • Proactive
  • Offer Different Options

 

  • See big picture

 

 

ADD TO UNDERSTANDING

  • It’s a duty to the larger mission.
  • Appreciation for your job/position
  • Connecting people to each other
  • Responsible & accountable to yourself & school
TABLE 5

CHARACTERISTICS

  • Distress
  • Personal experiences
  • Solutions
  • Beginning to end service
  • Using own judgment
  • Maintain professional
  • Human element
*Going beyond job scope


ADD TO UNDERSTANDING

  • “Aim to please” table
  • Consistency
  • Part of team of other caring people
  • “Paying it forward”
  • “Doing the right thing…even when  wrong”
  • “teachable” moments – mentoring/ future collaboration
  • Lead by example
TABLE 6

CHARACTERISTICS

  • Compassion
  • Solve Problems right away
  • Above & Beyond
  • Follow Up
  • Connect to other Resources
  • Every Action Contributes

ADD TO UNDERSTANDING

  • Being Proactive
  • Value Environment, Support (Behind the Scenes)
  • Timeliness
  • Solving Problem Fixing
  • Being engaged
  • Listening
TABLE 7

CHARACTERISTICS

  • Persistence
  • Listening
  • Motivation
  • Caring
  • Appreciation

ADD TO UNDERSTANDING

  • Share Values
  • Decrease frustration
  • High quality service
  • Problem solving
  • We love what we do.
TABLE 8

CHARACTERISTICS

  • Personal/ sincere  - they are empowering & motivational)
    Big bang for your $
  • Surprise /”just my job”
  • Extraordinary service (taking student home)
  • Something tangible >> symbol
  • Dual impact on recipient & giver of svc
  • Snowball effect (trickle down works)/ infectious

ADD TO UNDERSTANDING

  • Snowball effect (trickle down works)/ infectious

“Makes me more conscious of the impact I have.”

  • Motivational for hard days
  • Creates a bridge >> makes you feel like you’re p/o something larger = team