sharing small wins: a fictional case study
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Sharing “Small Wins”:A Fictional Case Study
Suzanne SannwaldAshford University
Instructional LeadershipEDU 658
Dr. John JohnsonSeptember 2, 2013
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Our MissionTo improve the lives of students by educating and empowering them
through career and professional development
for lifelong success.
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How can we reach more students?
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Our Three Part Strategy
Strategy 1 Strategy 2 Strategy 3Service Alignment with Student Expectations
Increase Student Awareness and Understanding of Services
Improve Integration and Promotion of Services with Academics
Where we have begun…
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Small Wins
“A small win is a concrete, complete, implemented outcome. By itself, a small
win may seem relatively unimportant, but a series of small wins can help reduce the
feeling that issues are so complex we are incapable of solving them”
(Rhatigan & Schuh, 2003, p. 18).
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Our Small Win
STEP 1
•Survey DevelopmentSTEP 2
•Survey AdministrationSTEP 3
•Analysis of Results
Assess Current Student Expectations and Satisfaction Regarding ServicesWIN!
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Benefits
Improve service quality by identifying students’ “expectations of the service to be rendered and their perceptions of the
actual performance of the service” (Nadiri, Kandampully & Hussain, 2009, p. 525).
Expectations of services
Perceptions of actual services
BRIDGING THE GAP
IMPROVE SERVICE QUALITY
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Shared Value
“Service quality
promotes customer
satisfaction” (Nadiri, Kandampully & Hussain, 2009, p. 524).
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Shared ValueOur Mission
Fulfilling Mission• Better educating and
empowering students through career and professional development for lifelong success
• Improving lives of students
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Data and Results
Resume &
Cover L
etter Writi
ng
Interview Prepara
tion
Career F
airs
Online Care
er Reso
urces
0
1
2
3
4
5
Ranked Importance of ServicesPerceived Quality of Current Services
Services Desired Versus Perception of Current Services
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Data and Results
• Resume and cover letter writing is a high priority.– Continue to improve
support in this area.
• Focus on increasing availability of online career resources.– Solicit greater input on
desired online services via focus groups.
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Publicizing Our Win
• Email communications to students, faculty, and staff
• Web links:– University blog – Student newspaper– Career services website
• Promotion of web links via social media
• Internal presentations to faculty and staff
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Next Steps
Strategy 1 Strategy 2 Strategy 3Service Alignment with Student Expectations
Increase Student Awareness and Understanding of Services
Improve Integration and Promotion of Services with Academics
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References
Nadiri, H., Kandampully, J., & Hussain, K. (2009). Students’ perceptions of service quality in higher education. Total Quality Management and Business Excellence, 20(5), 523-535. http://dx.doi.org/10.1080/14783360902863713
Rhatigan, J. J., & Schuh, J. H. (2003). Small Wins. About Campus, 8(1), 17. Retrieved from EBSCOHost.
Spiro, J. (2011). Leading change step-by-step: Tactics, tools, and tales. San Francisco, CA: Jossey-Bass.
Stimac, H., & Leko Simic, M. (2012). Competitiveness in higher education: A need for marketing orientation and service quality. Economics and Sociology, 5(2), 23-34. Retrieved from EBSCOHost.