Service Excellence Team
There are eight committees to help advance the Service Excellence Initiative. They are:
Laura Humberger – LHumberger@Montana.edu – x 4361
Tia Brown – firstname.lastname@example.org – x 4333
Leader: Anne Cantrell – Anne.Cantrell@Montana.edu – x 4902
Communicates through a multitude of avenues to Faculty and Staff the impact they have in creating satisfied, happy, loyal students and stakeholders. Shares success stories and best practices from throughout the University.
Jennifer Dunn, assistant director, MSU Admissions
Audrey Capp, director of communications, Jake Jabs College of Business and Entrepreneurship
Nicole Morgan, manager, Montana Made
Sandy Sward, director, Office of Sponsored Programs
Lt. Col. David Weide, department chair, Aerospace AFROTC
Connie Lange, executive assistant, University Communications
Ellen King-Rodgers, general manager, KGLT
Leader: Kregg Aytes – Kregg.Aytes@Montana.edu – x 4423
Develops and Implements mechanisms to ensure day-to-day use of our Service Standards and our Service Philosophy.
Leader: Dan Stevenson – email@example.com – x 2001
Raises the awareness of the impact of the physical environment on the perception of our service. Uses a perspective of looking through the lens of the user of the process to identify more fluid and effective avenues to achieve the same, or better, outcome.
Leader: Ian Godwin – IGodwin@Montana.edu – x 2677
Measures the current and past satisfaction data allowing for identification of opportunities to improve our processes and systems to meet and exceed objectives, both in local departments as well as globally across campus. Works with Communications to display this information in an easy to interpret and visually diverse way to disseminate the data.
Onboarding and Training
Leader: Cathy Hasenpflug – Catherine.Hasenpflug@Montana.edu – x 4284
Leads the effort to build Service Excellence into every training opportunity for new and current Faculty, Staff and Employees. All training is tied back to our Service Philosophy or one of the Service Standards showing continuity of excellence in everything we do, providing better processes service to everyone.
Subcommittee and Workshop Facilitators:
Deb Barkley, faculty & labor relations manager, Human Resources
Tony Campeau, associate registrar, Registrar's Office
Christina Fournier, financial manager, University Business Services
Kerry Hanson, senior director of alumni association & relations, Alumni Foundation
Melissa Schaak, service excellence administrator, Service Excellence
Laura Humberger, associate VP, Administration and Finance
Kay LaFrance, assistant to the dean, College of Nursing
Jocelyn Larson, assistant personal fitness director, Recreational Sports and Fitness
Erin McCormick, assistant director, Office of Student Success
Duane Morris, event services director, Auxiliary Services
Rachael Ortego, student services director, Architecture
JoDee Palin, director of communications and PR, Arts & Architecture
Amanda Round, admissions coordinator, Graduate School
Kim Anderson, assistant to the dean, Arts & Architecture
Leader: Becky McMillan – BMcMillan@Montana.edu – x 6093
Creates recognition opportunities for individuals and groups that demonstrate our Service Standards and Service Philosophy.
Michelle Cook-Bell, ticket manager, Auxiliary Services
EJ Hook, environmental services manager - Facilities Services
Kathy Osen, director of administration & finance, Dean of Engineering
Sarah Miller, assistant to dean, Dean of Letters and Science
Philip Lutton, computer software engineer, RLUFS
Leader: Sharon Stoneberger – firstname.lastname@example.org– x 7303
Develops and maintains processes to locate and hire service-oriented personnel. Interview questions are tied back to the service standard and philosophy, and descriptions of the position are listed and described to communicate our service based culture.
Service Opportunity System
Leader: Matt Caires – MCaires@Montana.edu – x 2826
Leader: Justin van Almelo – Justin.vanAlmelo@Montana.edu x 7464
Captures service opportunity improvements through a developed system to identify, resolve, and communicate these opportunities.
Galen Brokaw, department head, Modern Languages & Literature
Ronda Russell, director, Admissions
Teresa Greenwood, academic advisor, Liberal Studies
Glen Steinhoff, groundskeeper, Facilities Services