Administration and Finance

Quality Service Annual Report 2011 Attachment G: Evaluation & Feedback

 1. What worked well in this workshop?
  • Those participating seemed to really care, were very open & respectful of what others had to say that led to some really great dialogue. The fact that the event was so well organized and done in a timely manner also kept us occupied and on task constantly,
  • Team discussion and presentations.
  • Balance btw small group, pair, & large group activities.
  • Opportunity to lighten conversation w/ activities that involved creativity humor.
  • The interview sessions were very helpful. It gave different perspective of those who you did and did not know.
  • Having table facilitators
  • Mixing people up across departments & roles.
  • The structure of prompts
  • Pacing
  • Intros, interactions, discussions, exercises
  • Working together in small groups
  • Participation from varied levels of employees
  • Good variety of exercises and discussion – session moved along well
  • Excellent icebreaker
  • Good to mix-up people at tables so you are forced to sit with new people
  • The small group sessions especially the culminating poster creation where we could tailor our ideas to specific internal i.e. Steinhardt insider jokes/i cons to get positive sentiments across to other groups. Sharing interviews w/ entire group.
  • The sharing of information & stories from various representative of NYU Steinhardt community and the revelation of how much we have in common.
  • Meeting colleagues w/ whom I’ve had no previous contact.
  • Learning from a number of people who view our work so differently.
  • Good mixture of invdivid @ table
  • Fun. People loosened up as the event progressed
  • Good networking opp!
  • We talk about face time w/ cust service à it’s helpful to have fun face time w/ administrators we work w/ who we’ve never met
  • Sharing, creativity of all the groups
  • I met new colleagues & faculty
  • The discussion that were special today were honest, informative and in some cases, eye-opening. Today was such an interesting & fun day to start conversations about quality service.
  • Interactions with each other.
  • Team work
  • The mixture of different employees, students, staff, Deans, faculty and the opportunity to share ideas.
  • Project was a great team building exercise.
  • Interviewing was also good practice – listening
  • Our interaction with staff from different departments. It trly helloed in stepping “outside the box” to understand another perspective.
  • Networking together – sharing ideas, common grounds
  • Assigned seating forced me to meet and collaborate with new people
  • The questions
  • The poster exercise
  • That I had to sit with people I did not know
  • The interaction btwn colleagues and the activities which requires working with a group/team worked really well
  • The interviews worked really well. I enjoyed getting to know my colleagues.
  • Good flow to the workshop
  • Activities well-designed to stimulate thinking
  • Getting to know people I don’t have contact with.
  • The communication coming together with others outside of your department.  Hearing and understanding what goes on in other department. Giving each other advice. Being the Ear!
  • Meeting/seeing others from throughout Steinhardt.
  • Interacting with people that you don’t often have the opportunity to.
  • Exchanging ideas – learning how important everyone’s job is
  • Good positive reinforcement
  • Great group work – good mix of academics
  • Great work creating groups of ppl outside home depts. – very engaging interactive
  • I think that all the sessions worked. It was nice to meet other colleagues in the schools and fun to introduce them to the group.
  • I believe all the tasks build off of each other well leading up to the movie poster project.  It brought everyone’s ideas together.
  • The collaboration between the tables & the entire group.
  • The training was well planned out and systemized efficiently so it ran smoothly.
  • I loved the table assignments and mixing of faculty, staff, administrations & grad students of all levels.
  • Sharing ideas, interviews, visiting together creatively, sharing experiences/ stories
  • It was fun.
  • Interaction between attendees and presenters
  • Sharing of info – getting to know others outside of your Dept. – (decrease sense of isolation)
  • Assigned tables
  • Detailed plans
  • Leader @ each table
  • Personal connection w/ colleagues
  • Mixed groups
  • The sharing of stories
  • The work as a’ “whole” can be so creative and fun
  • Fun – hands on attention
  • Size – exercises
  • Movie poster exercise
  • Interaction at our table and hearing from other groups
  • Having a mixing of people. The entire community participating even if the numbers were small
  • Group work
  • Mixing up the tables
  • Fun project
  • Bringing members of the Steinhardt community together to dialogue
  • Sharing specific ideas about going above & beyond
  • It all worked well. The guidelines and information were spot on.
  • I enjoyed listening to everyone’s ideas
  • The group communication – loved speaking to ea member. The ideas - motivation
  • Unity of expression & ideas of improving performances
  • a)    Pre-mixing the tables instead of self-seating b) very specific questions/ideas to be covered c) providing all materials (pens, poster, etc.) d) creating an atmosphere that is trusting enough for laughter and genuine interaction
  • Great people at my table – really nice blend of jobs, departments .etc.
  • The thing that worked well in this session was a host of many things but one common ring.
  • That sound was we are here to do great work for students, fac., staff and others.
  • Communications knowing what staffs or administration help to see out of the box. Different opinions; being open-minded.
  • Individual to individual, individual to table, table to room, [Program & information/ converge?]
  • Presentation and aggregation 
  • Interdisciplinary nature of meeting in  [_______}. Flexibility of time frames.
2. What could be improved?
  • Nothing, very was excellent, couldn't ask for better meeting, or quality service meeting
  • Getting a more diverse crowd of the NYU community involved in a group of this size would really help highlight a larger variety of viewpoints
  • Replication of workshop to broader audience in Steinhardt
  • Discuss with other in my Dept.
  • Next meeting have concrete examples that attendees took from here and applied to their daily routine.
    • Explaining  exactly what is expected before each section
    • Switching up partners for each interview
    •  Increasing time allotted for interview and activities
  • Time people free flow w/ interviews, and while time needs to be kept because of scheduling, maybe more time could be scheduled-
  • Faculty participation might be greater I done during the academic year – I would hope so!
  • The poster-making was fun but I wonder if there might be a way to get us to focus on the initiatives.
  • Would like to see more faculty participate.
  • Think it necessary to provide food for people with dietary restrictions (diabetics, celiac), when having meetings that require meals.
  • A little clearer and more simple instructions to the exercise
  • Build in breaks
  • Some of the descriptions of the exercises were a bit confusing i.e. whether in one exercise were we supposed to use same example or a different example
  • For the first session of quality service it was great. The next session should be to pick an initiative and work on plans to fulfill it.
  • A few of the exercise need some clarification – Ex Fast Forward as written it was not clear to me – Robert explained it in one sentence.
  • Timing for first event needs to be expanded.
  • I think this was a wonderful Dialogue Day. It amazed me to have all the different ideas & initiatives. Everything was done well. – Perhaps little more time to share.
  • I would have liked the opportunity to switch up the tables & talk to more people.
  • Having more initiative that would make NYU – Steinhardt much stronger and competitive.
  • Needed more faculty involvement.
  • Time management for ind. tasks
  • I thoroughly enjoyed the dialogue and would only request more time.  The amount I learned within this time was still amazing.
  • Explanation of where we leading. What was the goal of the discussion?
  • Make the session a little shorter.
  • Build in a break if possible
  • Don’t rush projects. Do time checks.
  • The timing of each activity.
  • Better time management
  • More broad participation
  • More training systems that work completely.   Have a Go To Person for all the systems wither within the Dept. or the School. Speaking to the faculty, find out what they would like to see improved which can help the Administrators and staff.
  • Time needed for each project. Some needed more time; some needed less time.
  • More opportunities for future sessions.
  • Less emphasis on self-congrats, more on resolution
  • Create a program that is required – self-selection is a problem in any kind of program like this. The people who need it most are least likely to volunteer.
  • Would like to learn how this will actually be implemented.
  • More information on next steps. Will there be other meetings like for feedback?
  • To do these events more frequently.
  • Timing
  • More time – we were rushed a bit.
  • It felt that we were struggling to constrain to the “Characteristics,” “Add to understanding model instead of just sharing our convo.
  • Develop more practical solutions.
  • Shorter – 72 people X 3 ½ hours = 30 mandays
  • Fewer clichés
  • Room for constructive criticism to promote positive change
  • Faculty/student participation
  • Tighter time control instructions (?) being issue
  • More concrete take-aways – a lot of the content was theoretic or simply reflective – how do you do something with it?
  • Fewer clichés
  • Suggestion Box module for how to improve specific bottlenecks in current work conditions
  • All Steinhardt should be where we were today from 9-1:30 doing all we did
  • Survey was too long
  • More participation
  • Group project – interview 2 was too complex ¬ clear & concise enough given the amount of time allotted to complete
  • Continue the group sessions and communicating information to administrator’s and staff
  • The second exercise (interview 2) was difficult to understand but it worked out.
  • Day (a Friday during the summer)
  • Taking the movie poster activity further – to a place where specific ideas about improvement are discussed (beyond just presented)
  • Nothing
  • Training of new employees
  • More faculty & Higher Adm.
  • Providing information to new employees, students and the public that can encourage & expedite all transactions
  • Sometimes Ms. Kowalski brought momentum to a full stop with a general question to the room. Instead facilitators should check in with the leaders to bring the general question to the table.
  • Time parameters for the exercise need to be more clearly stated up front.
  • We can take what we learned and go to our units and just keep this momentum The training should be annual giving us this forum
3. Describe one action you will take as a result of our discussion today.
  • Discuss with my Dept.
  • Work to encourage students to develop ownership of their program & help
  • at couldn’t attend.
  • Be more outgoing to fellow staff
  • As a student. I hope to make other students aware of what is going on & steps being taken.  Also to give those I would with a perspective they may not see form outside. I try to become more actively aware of such initiatives and will help me to be more effective as a worker as well.
  • Looking at all kinds of training my office provides, e.g. advisors, administrators, faculty, student leaders – review, strengthen and add.
  • Respect from others!
  • Respect to others!
  • Become an even better communicator. Remember that I’m not only a customer but a customer service provider.
  • Share with T & L a summary
  • The learning, access of each stories that has been told. Great learning experience.
  • Share with staff and try to gain support for change in my department and training into/about changes in the dept.
  • Thanking people I constantly work with more than I have been doing.
  • Be more conscious as a customer with my colleagues
  • Work on developing clearer connections w/ colleagues across depts. – thank them specifically for the support they provide.
  • In all my interactions with my constituents, remember my cooperation and collaboration with team members.
  • I will reach out to other adminis to discuss their best practices.
  • I will make efforts to stay connected to the new Steinhardt professionals that I met here today.  Because of the work that I do, I’m usually working with a lot of initiatives in New York City, NYS, [   ] and New Jersey.
  • Discuss an operational wiki/knowledge base for new and current employees.
  • Find a way to promote communication.
  • Continue learning about Steinhardt’s organizational structure.
  • Try to spend time building relationships across programs and departments.
  • Be more motivated to collaborate and share knowledge.
  • Make a big deal about the creation of the training position.
  • Ensure follow-up on ideas that we came up with locally.
  • Be more mindful of how the quality of my interactions w/ others has a huge impact both positive & negative on co-workers & students alike and try to encourage others to do likewise.
  • Take the time to acknowledge work of all staff and employees and say “thank you.”
  • Being appreciative.
  • Say “Thank You” to folks who have helped me!
  • Interacting with different people from Steinhardt.
  • I will share information with co-workers, faculty and student.
  • Will be more helpful.
  • Relax & definitely always try to do better!
  • Going the extra mile.
  • Concentrate on listening.
  • Not sure.  Future actions (suggestion for future actions) seem to be lacking.  Good ideas, but not very concrete in terms of action. I think my attitude will be different, more positive.
  • I will take the fact that we need to have a community that build our knowledge.
  • Plan and work on a department retreat to collaborate on ways to improve services for all and on all levels.  Hare my experiences today with colleagues.
  • I will continue to focus on providing great customer- service at Steinhardt. Focus more on listening to the needs of others.
  • Staying connected to others outside our department.
  • Reach out to departments for collaboration/sharing of information.
  • More tech follow up
  • Be more proactive & practice “the buck stops with me.”
  • I will feel more comfortable calling other departments when assistance is needed.  I will try to improve each students experience.
  • I will follow-up with a new colleague/friend I met to help him with a project he want to start which I successfully did for my dept. already.
  • Think of my life as a movie reel, where we keep changing roles, ideas, expectations.
  • I will be even more conscious of constantly providing quality service – not only for students but fellow faculty/staff.
  • Think about the other person more
  • I will let my peers – outside of Steinhardt, and those that didn’t attend what was learned and discussed.
  • Knowing that i have a support system that is ready and willing to assist in situations across departments
  • I will try to be a more active listener & even if I don’t know the solution to someone’s problem, I will work utilizing my resources to help them as best I can.
  • Today, I truly enjoyed all activities we did together. I will take as a result of our discussion is to be a better communicator.
  • Staying in touch/make an effort with the people I met today.
  • Report back to my dept. on this event.
  • Encourage colleagues to attend future events.
  • I will do my best to keep providing Quality Service to the stakeholders that I provide service to.
  • Be more outgoing to fellow staff.
  • Share the results of  [           ] as to this meeting with colleagues.
  • Proactive and pursue ides that can improve quality service in our department  & throughout Steinhardt.
  • Appreciate each  others ideas, give thanks, allowing…..
4. Other Comments:
  • Good use of our day – understanding what we should be about
  • Facilitators not talking and “hiding” behind, would like them, the first lines, to present first and set examples.
  • Well done! This is an important initiative. I look forward to follow up steps.
  • Love knowing other people within Steinhardt community. Stay connected.
  • Good session! Thank you for the opportunity.
  • Work on developing clearer connections w/ colleagues across depts. – thank them specifically for the support they provide.
  • What are the anticipated steps for putting today’s discussions into practice?
  • None
  • This was fun!
  • Really wasn’t  what I anticipated.  We all here practice these policies – However, those who need to attend weren’t.
  • Healthy idea to have this session.
  • Again, we need to do this annually.
  • Exceeded my expectations.
  • This was very helpful
  • Survey was too long – didn’t have time to complete it. I’ll be interested to see what the follow through will be.
  • Thanks for making the workshop fun and collaborative.
  • Thank you!
  • Excellent!
  • The overall experience is great!
  • I welcome follow-up.
  • This was very nice, I ‘m glad I was here. I’d like to participate on a regular basis.
  • We need all Steinhardt event in the Fall. Have faculty have role in it and then will show up.
  • For Quality initiative of  [eval?] need to break down barrier of hierarch – Show respect & appreciation for all. Bring in faculty.