Initially, the SERVICEplus curriculum was presented in three courses, one for each level of service provider, and used a video program purchased from an outside vendor. Twenty-five volunteer facilitators were recruited from the university and health sciences center to deliver the curriculum to all Texas Tech staff.
As a result of feedback from class participants and SERVICEplus facilitators, the curriculum was revised in spring 1999. The three course offerings were developed in-house and included: a 7-1/2 hour course for frontline employees, Service Within: Living the Texas Tech Vision; a four hour course for part-time staff, Service Concepts; and a five hour supervisor course, Strategies for Service Leadership. Training for facilitators was also enhanced and included a formal training workshop as part of a certification process.
On January 1, 2002 the Office of Quality Service, formerly a Texas Tech University System component, and the Training Department, with the Human Resources area, were merged into one comprehensive, university-based, performance improvement and training department, now named Quality Service & Professional Development (QSPD). In fall 2003, the health sciences center assumed responsibility for all health sciences center employee training including the SERVICEplus training and reporting for all health sciences center campuses.
Quality Service & Professional Development continues to administer the SERVICEplus program for university and system administration staff and also partners with departments of Texas Tech to improve individual and organizational performance in support of business goals. We assist with customer service assessments, organizational climate surveys, quality improvement efforts within departments, leadership and management development, and provide coaching and consulting services.
The department recently partnered with the Personnel Benefits Office to design and execute a newly created new employee orientation day. This joint effort is the result of a task force, which included representatives from across the university, that recommended major changes in the process by which new employees transition into Texas Tech. The new, streamlined process for newly hired staff includes a full day new employee orientation which includes benefits orientation, strategic overview of the university, presentations by top leadership, training for non-discrimination, sexual harassment prevention, and safety; SERVICEplus training; and Workplace Violence Prevention training. As of September 1, 2006, all newly hired staff are required to take this series within the first 30 days of employment. The intent of the changes is to streamline the previous offerings and to help employees get off to a great start at Texas Tech.
As a result of the task force recommendations, the SERVICEplus curriculum was totally redesigned in fall 2006 resulting in a streamlined four-hour course for all staff, a greater emphasis on skill building, and application on the job. The new course is named SERVICEplus: BACK to the New Basics. Supervisors, managers and administrators are also required to take a SERVICEplus class called Strategies for Service Leadership within the first 30 days of employment or promotion. Another course, Quality & Beyond: From Good to Great Customer Service is also provided for supervisors, managers, and administrators.
QSPD also created a series of courses for managers, supervisors and administrators new to Texas Tech or newly promoted. As of September 1, 2006, all new managers are required to take the four-course manager series within the first six months of hire or promotion.
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The physical address for Quality Service & Professional Development is Suite 200-B, Texas Tech Plaza located at the southeast corner of 19th & University. This location has training classrooms and ample parking to facilitate the needs of university employees.
