Service management case study: Registrar's office reorganization

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Title: Service management case study: Registrar's office reorganization
Author: Nelson, Patricia
Abstract: This case study documents the reorganization of the RIT Registrar's Office which was a successful attempt to improve customer service, enhance staff satisfaction, and keep pace with computer technology. Reporting structure, work distribution, empowerment, team building, and training are analyzed. Quality customer service, costs and benefits of service quality, managing for quality and productivity, managing supply and demand, networks, staff development, and team concepts are discussed relative to their applications in reengineering a team of 12 people. Findings are documented with team maturation ratings, an experiential team building summary, customer focus group input, and benchmarking results. It is concluded that the benefits of reorganization include greatly improved cross-training of staff which enhances internal and external customer satisfaction. Recommendations include continual training of frontline staff, annual assessment of team maturation, continued use of customer focus groups, benchmarking with similar and diverse industries, and on-going assessment of the reorganized structure of the Registrar's Office.
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Date: 1998

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