College Planning & Management

JUN 2013

College Planning & Management is the information resource for professionals serving the college and university market. Covering facilities, security, technology and business.

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Photo courtesy of LeBanon vaLLey coLLeGe Measuring success in Your ouTsourced services organizational fexibility, economies of scale, risk avoidance, and access to capital investment, as well as the potential for limitations, such as reduced collaboration, loss of inhouse expertise, and loss of continuity. Have Systems in Place Administrators at Walsh College in Troy, MI, outsource their technology with Troy, MI.-based CareTech. They have a system for tracking performance and customer satisfaction that is working well enough in serving the private college's 4,500 students that they recently renewed a fve-year contract. "We have both formal mechanisms and informal mechanisms in place to track satisfaction," says Helen Kieba-Tolksdorf, CPA, Walsh vice president, CFO, and treasurer. "To begin, we track to the service level agreement. Both teams meet at least once a year to review the contract and service. In addition, we have HOW DO YOU LIKE ME NOW? one way to measure the performance of your outsourced services is to survey your campus customers who use or are directly impacted by those services. the national association of college and university food services (nacufs), for example, offers its members a customer satisfaction Benchmarking survey designed to help measure, evaluate, and benchmark the varied characteristics, needs, and opinions of customers. the survey includes 25 comparative indicators of customer satisfaction and importance scored by facility. Our innovative random orbital foor technology has now been widely copied. 1996 2013 Sorry copycats, our newest models include another 17 years of improvements. There's only one patented, ISSA award-winning, REV™ technology and our new generation models continue to outscrub the competition with swirl-free performance and more green cleaning features others can't copy. A versatile daily scrubber, REV also lets you remove old foor fnish in a single pass using water only, reducing labor time by up to 90% while reducing chemical use. Join the REVolution at A Nilfisk-Advance Brand 800-850-5559 ©2013 Nilfsk-Advance 30 COLLEGE PLANNING & MANAGEMENT / JUNE 2013 ™ Smart cleaning.ª www.PLANNING 4EduCATION.COM

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