Download - Welcome to HR Presents
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Welcome to HR Presents
July 23, 201410:30 am – 12:00 pm
Milton Hall, Room 85
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MANAGING EMPLOYEE TRAINING IN TRAINING CENTRALPresented by: Adam Cavotta Sr. University Training Specialist Center for Learning & Professional Development
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Important Links
• Training Central– https://trainingcentral.nmsu.edu
• Training Central Help– http://training.nmsu.edu/saba/help/
• CLPD Web Site– http://training.nmsu.edu
MANAGING EMPLOYEE TRAINING
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10:30 am – 12:00 pmCorbett Center | Senate Chambers (RM 302)
HR PresentsCustomer Satisfaction Survey
Analysis & Overview – July 23, 2014
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HRS Customer Satisfaction Highlights!
• Our survey was our FIRST ONE! Conducted by the department. It will serve as a benchmark!
• 973 out of 5,400 employees responded to our survey, or 18%...Not all employees responded!
• Faculty represented less than 25% of the respondents;• Only 20% of those that contacted us, did so in-person.
E-mail and phone calls (80%) made up the remainder of the methods of communication;
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Human Resource Services (HRS) Customer Service
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Human Resource Service Center
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Benefit Services
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Employment and Compensation Services
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Employee Management Services
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Labor Relations
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Center for Learning & Professional Development
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Overall HRS Customer Satisfaction Themes from the Survey
• Improve communication within the HRS offices and with the NMSU community;
• Provide accurate and timely responses to email requests, including follow-up;
• Improve customer service (friendlier, more helpful, improve service); and
• Improve service at satellite offices, including within the colleges and at the community colleges.
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Overall HRS Customer Satisfaction Take-Away’s!
• More than 70% (n=658) of the respondents said that they were satisfied with the services HRS provides;
• Close to 71% (n=643) strongly/agreed that HRS strives to provide excellent customer service;
• 70% (n=632) of the respondents strongly agreed or agreed that the HR staff is knowledgeable;
• 72% strongly agreed or agreed that HRS responds to requests in a timely manner;
• 76% (n=609) strongly agreed or agreed that HRS communications were adequate and timely;
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Overall HRS Customer Satisfaction Take-Away’s!- Cont’d
• Of the 973 who responded, only 160 offered comments…or 16%..that meant that the other 84% did not feel a need to comment further; and
• Overall, in all major categories, more than 70% of the respondents were satisfied with the customer service, knowledge, communications, response time, and overall service in general that HRS provides.
• HRS has done extremely well!• We know that we have some work to do….• We’re proud of what we’ve done!
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Next Steps!
• Publish the results of our survey on our website over the coming weeks.
• Continue with our Outlook signature-survey link this Fall 2014.
• The HR Leadership Team is working on areas of improvement and maintaining areas where we did well.
• Our goal is to re-survey the campus community within the next two years.
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FACULTY HIRING PROCEDURE
Presented by: Kathy Agnew, Assistant Director Employment and Compensation Services
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Pre PeopleAdmin Faculty Hiring Procedure
Staffing Authorization – Posting Announcement
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QUESTIONS/DISCUSSION & ADJOURNMENT