A Day in the Life of a Client Quality Specialist

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A Day in the Life of aClient Quality
Specialist
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Debra Goatham

• Project Portfolio
• Business
• Creative Industries Faculty
• Finance and Resource Planning
• Contact Details ext 1279 or 6686
• Location Level 5, M Block, GP

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Michele Berrie

• Corporate Information
• Services
• Administrative Services
• Contact Details ext 1183 or 6721
• Location Level 11, Margaret Street

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Kathy Wheeler

• Network Services
• Education
• Contact Details ext 9491 or 6151
• Location Level 12, Margaret Street

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Steve Heron

• Call Centre
• Desktop Management
• Integration
• Chancellery
• Health
• Information Technology
• Built Environment Engineering
• Contact Details ext 4290 or 6796
• Location Level 1, V Block, GP

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Vanessa Hall

• Central System
• Services
• High Performance Computing
• Research Support
• Science
• Research Advancement
• Contact Details ext 9460 or 6853
• Location Level 11, Margaret Street

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Jo Morris

• Administrative
• Support Services
• Client Quality Services
• Law
• QUT Carseldine
• Information Academic Services
• Contact Details ext 9036 or 6726
• Location Level 5, M Block, GP

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Goals
In General Planning, development and
implementation of ITS Continuous Improvement
Program. Identification of processes and/or
services that will benefit from establishment of
task forces and/or Service Quality teams.
Overall Provide a point of contact between
internal and external clients, ensuring that the
needs of all are addressed proactively
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Goals
For Internal Clients Ensure two-way
communication of information within ITS
For External Clients Ensure that clients
business needs are identified, prioritised and
communicated to the appropriate sections within
ITS for positive action.
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How we achieve these goals

• Continuous Improvement Program
• Communication
• Client Interactions
• SQT/Taskforce Membership
• Internal Partnerships
• Departmental Activities

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Continuous Improvement Program Activities

• Involves
• Identifying areas for improvement
• Working on the departments Quality program,
  Australian Business Excellence Framework
• Attending weekly CIP meetings
• Working with internal clients to improve these
  identified areas.
• Identifying a need for new initiatives

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Continuous Improvement Program Activities
The Value Ensures that ITS is continually moving
forward and striving to improve its services and
processes to become a more efficient and
effective department.
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Communication

• Involves
• Being always alert to facilitate better
  communication and exchange of information within
  ITS and with external clients
• Lowering communication barriers
• Jargon busting
• Producing IT Service Monitor emails and Service
  Disruption Reports

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Communication
The Value We are a group that can concentrate
on communication and support ITS in its
endeavours to provide best service delivery
possible.
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Client Interactions

• Involves
• Regular Dean meetings
• Faculty IT committees
• Faculty CSO team meetings
• All CSO gatherings
• Information Exchange Teams
• Ad hoc and one to one meetings

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Client Interactions
The Value We build relationships with clients
as representatives of ITS, understanding their
needs so that we can

• provide client-focused information about our
  services
• gather feedback to enhance our services.

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Service Quality Teams (SQTs)

• Involves
• Ensuring appropriate representation from all
  client groups
• Identifying service needs and future strategic
  direction of services
• Dealing with any communication issues that may
  arise from SQTs
• Ensuring that service escalations are
  appropriately actioned

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Service Quality Teams(SQTs)

• The Value
• The QUT community is represented in the decision
  making process
• Improved cross sectional communication
• Services are integrated with other projects,
  timelines and priorities
• Provides a platform for service reform

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Internal Partnerships

• Involves
• Co-Location
• Participating as a section member
• Promoting CIP activities
• Promoting department activities
• Assisting with communication procedures and
  documentation
• Acting as a client-aware sounding board
• Facilitating retreats

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Internal Partnerships

• The Value
• Service Event Communications allow technical
  staff to focus on resolving technical issues
• Identify and facilitate interactions with
  internal and external clients
• Understand section issues
• Available as a resource to work with staff on
  continuously improving services and processes

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Departmental Activities

• Involves
• Staff Reward Recognition Scheme champions
• Ideas Panel
• Focus group facilitation
• Bouquet collectors
• Social Club participation
• Eyes and ears of the department

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Departmental Activities

• The Value
• Promoting these activities to the whole
  department
• Encouraging participation from the whole
  department
• Championing a sense of community throughout the
  department

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Questions
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Think Bubble Competition

• Entries close Monday 12th August
• Return entries to Gail Whittaker
  (g.whittaker_at_qut.edu.au)
• The most imaginative/creative caption will win a
  prize at Septembers ITS information.