Critical Incident #1 by Charlene Crump Nuekie Opata Dave Winogron EDD 8012 - OL1 CRN 33075 Managing and Evaluating ITDE Nova Southeastern University February

Critical Incident #1Critical Incident #1

bybyCharlene CrumpCharlene Crump

Nuekie OpataNuekie OpataDave WinogronDave Winogron

EDD 8012 - OL1 CRN 33075EDD 8012 - OL1 CRN 33075Managing and Evaluating ITDEManaging and Evaluating ITDE

Nova Southeastern UniversityNova Southeastern UniversityFebruary 17, 2008February 17, 2008

East Vampire CollegeEast Vampire College

CustomerCustomer Service Training Service Training

Department of Department of Instructional Instructional TechnologyTechnology

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The Mission of the Department of Instructional The Mission of the Department of Instructional TechnologyTechnology

is to support the faculty, staff, and students is to support the faculty, staff, and students of East Vampire College in the use and integration of of East Vampire College in the use and integration of all forms of instructional technology in the learning all forms of instructional technology in the learning

process. In support of it’s mission, DoIT endeavors to process. In support of it’s mission, DoIT endeavors to provideprovide

world class technical support world class technical support between the hours of dawn and sunset.between the hours of dawn and sunset.

Our MissionOur Mission

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• Positive AttitudePositive Attitude• Positive CommunicationPositive Communication• Identify NeedsIdentify Needs• Provide Service or Solve Provide Service or Solve

ProblemProblem

Customer ServiceCustomer Service

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• Greet the CustomerGreet the Customer• Ask – How may I help Ask – How may I help

you?you?• ListenListen• Provide ActionProvide Action• Be Polite and FriendlyBe Polite and Friendly• Thank the CustomerThank the Customer

Customer ServiceCustomer Service

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• It is the Department of Instructional It is the Department of Instructional Technology’s Technology’s

policy to encourage and provide access policy to encourage and provide access toto

equipment for instructional use.equipment for instructional use.

Equipment Loan PoliciesEquipment Loan Policies

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• Equipment loans are available at no cost for Equipment loans are available at no cost for

academic purposes only.academic purposes only.

Written requests filed with the DoIT Office Written requests filed with the DoIT Office three days prior to pick-up. date to assure three days prior to pick-up. date to assure availability. availability.

All loans are subject to equipment All loans are subject to equipment availability.availability.


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Emergency equipment loans due to Emergency equipment loans due to equipment malfunction will be fulfilled equipment malfunction will be fulfilled subject to availability.subject to availability.

Emergency loans do not require three-Emergency loans do not require three-day notice.day notice.


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All equipment loans require: All equipment loans require: College issued ID cardCollege issued ID card Completed request Completed request

formform


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Standard faculty loan periodStandard faculty loan period 72 hours or less72 hours or less

Standard student loan Standard student loan periodperiod

24 hours or less24 hours or less


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All staff and students will be All staff and students will be

required to sign for required to sign for equipment.equipment.


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Equipment must be Equipment must be requested, picked up, and requested, picked up, and returned during normal returned during normal hours of operation.hours of operation.

Equipment for off-campus Equipment for off-campus use with written use with written authorization of the Dean or authorization of the Dean or Department ChairDepartment Chair


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• DoIT Lending Desk DoIT Lending Desk Normal Hours of Operation:Normal Hours of Operation:

7:30 AM – 8:30 PM7:30 AM – 8:30 PM CClosed on Sundays and when losed on Sundays and when

campus is closed due to campus is closed due to garlic harvestgarlic harvest

Equipment Loan ProceduresEquipment Loan Procedures

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• RequestRequest• ConfirmationConfirmation• Pick-up and InspectionPick-up and Inspection• Sign Lending AgreementSign Lending Agreement• Equipment ReturnEquipment Return• Last minute borrowingLast minute borrowing

- when available only- when available only


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• RequestRequest Must be in writing using Must be in writing using

official DoIT Equipment official DoIT Equipment Lending Form Lending Form

At least three days prior At least three days prior to scheduled pick-up date to scheduled pick-up date

Authorization required Authorization required for for off-campus use off-campus use

DoIT PoliciesDoIT Policies


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• ConfirmationConfirmation Review by DoIT staff Review by DoIT staff Check for availabilityCheck for availability Notify customer within Notify customer within

24 hours or less via 24 hours or less via campus email with campus email with confirmationconfirmation


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• Pick-up and InspectionPick-up and Inspection College ID requiredCollege ID required Confirmation requiredConfirmation required

• Customer will Customer will provide provide oror

• Check file for Check file for confirmationconfirmation


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• Pick-up and InspectionPick-up and Inspection Staff inspects equipment at Staff inspects equipment at

lending counterlending counter• Confirm that all Confirm that all

necessary cables and necessary cables and accessories includedaccessories included

• Review briefly normal Review briefly normal equipment operation equipment operation


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• Sign Lending Agreement Sign Lending Agreement Explain terms of Lending Explain terms of Lending

Agreement to borrowerAgreement to borrower Borrower is responsible for Borrower is responsible for

all damages and loss of all damages and loss of equipmentequipment

Borrower and DoIT staff Borrower and DoIT staff must signmust sign

Copy to customerCopy to customer Copy to Active Lending fileCopy to Active Lending file


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• Equipment ReturnEquipment Return Normal returnNormal return Late returnLate return

• Late feesLate fees InspectionInspection

• Borrower responsible for all Borrower responsible for all damages and loss of damages and loss of equipmentequipment

• Borrower responsible for all Borrower responsible for all equipment, cables, and equipment, cables, and accessoriesaccessories


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• Positive AttitudePositive Attitude• Positive CommunicationPositive Communication• Identify NeedsIdentify Needs• Provide Service or Solve Provide Service or Solve

ProblemProblem

Remember - Customer Remember - Customer ServiceService

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• Refer all customer or Refer all customer or equipment concerns to Daily equipment concerns to Daily Duty ManagerDuty Manager

• We are in the Service Business We are in the Service Business • DoIT Satisfaction SurveyDoIT Satisfaction Survey • QuestionsQuestions

ConclusionConclusion

Documents

Critical Incident #1 by Charlene Crump Nuekie Opata Dave Winogron EDD 8012 - OL1 CRN 33075 Managing and Evaluating ITDE Nova Southeastern University February