How to Support the Research Endeavor at Your Institution
September 9 , 2008
With new demands emerging from sponsors, faculty and institutional management on a daily basis, how do Research Administrators define Good Customer Service?
Our panel of experts will examine who is the Customer and what constitutes Good Customer Service. They will look at the roles of the Central Sponsored Programs office and the role of the Departmental Administrator. The faculty will explore the elements of customer service that works both ways between central and departmental research administrators, and how this relationship is critical to good service to the ultimate customer: the PI. They will discuss approaches as to how to communicate to your customers in a way that lets them know that you are both working toward a common goal.
Some of the elements of customer service that will be covered are:
- Speed
- Accuracy
- Transparency
- Politeness
- Compliance
The Sponsor as the Customer will also be examined as good communication is critical to insuring that this customer is best served - while keeping your researchers content.
Moderator:
Kim Moreland, Associate Vice Chancellor of Research Administration, University of Wisconsin - Madison
Faculty:
Stephen Hansen, Associate Provost For Research and Dean, Graduate School, Southern Illinois University at Edwardsville
David Richardson, Assistant Vice President for Research and Director, Office of Sponsored Programs, Pennsylvania State University
Cynthia White, Director, Sponsored Programs, Belmont University