North Carolina Central University News May 29, 2012 Quality Customer Service Recognized by National Organization The College and University Professional Association for Human Resources (CUPA-HR) will recognize efforts to improve customer service at North Carolina Central University at their 2012 Annual Conference in September. NCCU will receive the Excellence in Human Resource Practices Award for the Quality Service Initiative (QSI) program. QSI program director Norma Petway and EEO Officer Paul Forte will attend the conference. The QSI program delivers customer service training to all departments across campus and includes such topics as Building a Culture of Excellent Customer Service, Teambuilding and Serving the Difficult Customer. QSI is implemented across the campus through suggestion boxes and online forms that solicit feedback from constituents. A mystery shoppers and mystery callers component allows QSI staff to evaluate the impact of the trainings. Students are also included in the efforts of QSI through a freshman class survey, conducted at the completion of one semester as well as presentations to student leaders. Established by Chancellor Charlie Nelms in 2007, QSI focuses on quality, customer satisfaction, teamwork and leadership with the goal of improving retention and graduation rates. "Quality is not the sole responsibility of any single unit or person; it is the responsibility of every North Carolina Central University employee," said Chancellor Nelms. "I am thrilled that our goal of creating a program to help our employees make quality service a priority has been recognized. Thanks to the hard work of our QSI team in collaboration with NCCU faculty and staff." This award honors the achievements of college and university human resource professionals or teams in improving the quality of programs and services on their campuses through effective HR administration practices. The award also carries a $2,000 contribution to an endowment or scholarship fund at NCCU and is sponsored by VALIC. In April 2012 NCCU was awarded the CUPA-HR Southern Region's Excellence in Human Resource Practices Award allowing NCCU to compete for the national honor. The QSI team consists of two HR consultants, Earlinda Elder-Albritton and Tammy Jones is managed by Petway. "Our work aligns directly with the university's strategic plan, which is a blueprint for the university to continue to be successful and remain competitive," said Petway. SANDRA M. PHOENIX Executive Director HBCU Library Alliance sphoenix@hbculibraries.org<mailto:sphoenix@hbculibraries.org> www.hbculibraries.org<http://www.hbculibraries.org/> 800-999-8558, ext. 4820 404-520-0593 Skype:sandra.phoenix1 1438 West Peachtree Street NW Suite 200 Atlanta, GA 30309 Toll Free: 1.800.999.8558 (Lyrasis) Fax: 404.892.7879 www.lyrasis.org<http://www.lyrasis.org/> Honor the ancestors, honor the children. Register now http://www.hbculibraries.org/html/2012meeting-form.html for the October 21-23, 2012 HBCU Library Alliance 5th Membership Meeting and the Photographic Preservation Pre-Conference in New Orleans, LA. The Pre-Conference and Membership meeting are open to directors and other librarians.