{"id":1786,"date":"2023-11-08T08:58:54","date_gmt":"2023-11-08T13:58:54","guid":{"rendered":"https:\/\/www.yorku.ca\/service-excellence\/?page_id=1786"},"modified":"2024-12-18T09:45:43","modified_gmt":"2024-12-18T14:45:43","slug":"sep","status":"publish","type":"page","link":"https:\/\/www.yorku.ca\/service-excellence\/","title":{"rendered":"Service Excellence"},"content":{"rendered":"\n<div style=\"height:42px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:75%\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center border-lg border-primary px-3 py-4 is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<h2 class=\"wp-block-heading\">Service excellence at York<\/h2>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>After four transformative years, the University <a href=\"https:\/\/yfile.news.yorku.ca\/2024\/07\/03\/university-wraps-up-service-excellence-program-office\/\">wrapped up<\/a> the Service Excellence Program and has embedded future work directly within departments. Administrative improvement projects will continue as part of <a href=\"https:\/\/www.yorku.ca\/forward\/py-community-area\/project-13\/\">Project 13: Administrative Service Efficiencies<\/a> in the ¿ì²¥ÊÓƵ Forward Action Plan.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>From 2020-2024, the Service Excellence Program worked to bring York's vision for service excellence to life by collaborating closely with the York community to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong style=\"font-size: revert; color: initial;\">Streamline processes<\/strong><span style=\"font-size: revert; color: initial;\"> to free-up staff time and expertise for more complex work.<\/span><\/li>\n\n\n\n<li><strong style=\"font-size: revert; color: initial;\">Enhance service quality<\/strong><span style=\"font-size: revert; color: initial;\"> through shared accountability and a commitment to both sustainability and responsiveness.<\/span><\/li>\n\n\n\n<li><strong style=\"font-size: revert; color: initial;\">Create a culture of service excellence<\/strong><span style=\"font-size: revert; color: initial;\"> that empowers staff to deliver exceptional services and engage in continuous improvement.<\/span> <\/li>\n<\/ul>\n\n\n\n<p><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:260px\">\n<h2 class=\"wp-block-heading\"><strong>Quick Links<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.yorku.ca\/service-excellence\/py-staff-area-resources\/\">Community updates<\/a><\/li>\n\n\n\n<li>New agreements for <a href=\"https:\/\/www.yorku.ca\/finance\/wp-content\/uploads\/sites\/76\/2024\/03\/2024.03-YU-Finance-Budgets-SLA.pdf\">finance<\/a> &amp; <a href=\"https:\/\/yulink-new.yorku.ca\/documents\/20182\/30164128\/HR+SLA\/6554bab9-a545-4e06-a05c-f538c96f8ae9\">human resource <\/a>services<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Four ways to create a better experience  <\/h2>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-cover is-light full-width hovercard-bg\" style=\"min-height:600px;aspect-ratio:unset;\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim\"><\/span><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"1705\" class=\"wp-block-cover__image-background wp-image-3604\" alt=\"\" src=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/aerial-keele-autumn3-scaled.jpg\" style=\"object-position:50% 21%\" data-object-fit=\"cover\" data-object-position=\"50% 21%\" srcset=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/aerial-keele-autumn3-scaled.jpg 2560w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/aerial-keele-autumn3-300x200.jpg 300w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/aerial-keele-autumn3-1024x682.jpg 1024w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/aerial-keele-autumn3-1536x1023.jpg 1536w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/aerial-keele-autumn3-2048x1364.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-columns container align-items-stretch is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading has-text-align-center\"><span style=\"background-color: rgba(255, 255, 255, 0.2);\"><b>P<\/b><\/span><strong>rocess<\/strong><\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading has-text-align-center\"><strong>Structure<\/strong><\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading has-text-align-center\"><strong>System<\/strong><\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading has-text-align-center\"><strong>Culture<\/strong><\/h4>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns container align-items-stretch is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\"><strong style=\"color: inherit; font-size: revert;\">Process improvements<\/strong><span style=\"color: inherit; font-size: revert;\"> <\/span>that           put efficiency first.<\/p>\n\n\n\n<p class=\"has-text-align-left\"><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\"><strong style=\"color: inherit; font-size: revert;\">Organizational re-design<\/strong><span style=\"color: inherit; font-size: revert;\"> that streamlines end-to-end operations.<\/span><br><\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>A central hub for processing high-volume admin requests<\/strong> through the University Service Centre<span style=\"color: inherit; font-size: revert;\">.<\/span><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\"><strong>Modernizing systems<\/strong> by introducing advanced technology to better support the needs of the community.<\/p>\n\n\n\n<p class=\"btn btn-dark rounded-0\"><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\"><strong style=\"color: inherit; font-size: revert;\">Change, communications, and engagement<\/strong><span style=\"color: inherit; font-size: revert;\"> to support the community through transformation.<\/span><br><\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong style=\"color: inherit; font-size: revert;\">Training and upskilling<\/strong><span style=\"color: inherit; font-size: revert;\"> to equip the community to use new systems and processes.<\/span><span style=\"color: inherit; font-size: revert;\"><\/span> <\/p>\n\n\n\n<p class=\"btn btn-dark rounded-0\"><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n\n\n<hr class=\"wp-block-separator has-text-color has-white-color has-css-opacity has-white-background-color has-background\"\/>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-white-color has-css-opacity has-white-background-color has-background\"\/>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-white-color has-css-opacity has-white-background-color has-background\"\/>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-white-color has-css-opacity has-white-background-color has-background\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Executive Co-sponsors<\/strong><\/h2>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:215px\">\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"983\" src=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/Lisa-Philipps-June-2023-41_Edited-PO-Zoom-1024x983.jpg\" alt=\"\" class=\"wp-image-3555\" srcset=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/Lisa-Philipps-June-2023-41_Edited-PO-Zoom-1024x983.jpg 1024w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/Lisa-Philipps-June-2023-41_Edited-PO-Zoom-300x288.jpg 300w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/Lisa-Philipps-June-2023-41_Edited-PO-Zoom-1536x1474.jpg 1536w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/Lisa-Philipps-June-2023-41_Edited-PO-Zoom-2048x1965.jpg 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"has-normal-font-size\"><strong>Lisa Philipps<\/strong><br>Provost and <br>Vice-President Academic<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:215px\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"743\" height=\"715\" src=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/Carol-crop-1.jpg\" alt=\"\" class=\"wp-image-3639\" srcset=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/Carol-crop-1.jpg 743w, https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/Carol-crop-1-300x289.jpg 300w\" sizes=\"auto, (max-width: 743px) 100vw, 743px\" \/><\/figure>\n\n\n\n<p class=\"has-normal-font-size\"><strong>Carol McAulay<\/strong><br>Vice-President, <br>Finance and Administration<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:215px\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"266\" height=\"258\" src=\"https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2024\/01\/laina-bay-cheng-cropped-copy-3.jpg\" alt=\"\" class=\"wp-image-4183\"\/><\/figure>\n\n\n\n<p class=\"has-normal-font-size\"><strong>Laina Bay-Cheng<\/strong><br>Interim Vice-President, Equity, People, and Culture<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:360px\">\n<p class=\"has-normal-font-size\">York established the Service Excellence Program (SEP) in 2020 to uphold the University\u2019s commitment to service excellence and improve the quality and delivery of administrative services. As is the nature of transformation projects, SEP was designed to operate as a multi-year initiative, with the end goal of embedding a culture of service excellence across the University and normalizing continuous improvement as part of our administrative operations.<\/p>\n\n\n\n<p>While change can be difficult, the winding down of SEP is aligned with the University\u2019s thoughtful and balanced approach to cost containment in service of long-term financial sustainability. We are grateful to the SEP operational team for their work over the years and look forward to ongoing continuous improvement to create positive change for our community.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p class=\"has-normal-font-size\"><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Service excellence at York After four transformative years, the University wrapped up the Service Excellence Program and has embedded future work directly within departments. Administrative improvement projects will continue as part of Project 13: Administrative Service Efficiencies in the ¿ì²¥ÊÓƵ Forward Action Plan. From 2020-2024, the Service Excellence Program worked to bring York's vision [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":3691,"parent":0,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"secondary-page.php","meta":{"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","footnotes":""},"tags":[30,29,25,31],"class_list":["post-1786","page","type-page","status-publish","has-post-thumbnail","hentry","tag-change","tag-organizational-redesign","tag-process-improvement","tag-transformation"],"taxonomy_info":{"post_tag":[{"value":30,"label":"change"},{"value":29,"label":"organizational redesign"},{"value":25,"label":"process improvement"},{"value":31,"label":"transformation"}]},"featured_image_src_large":["https:\/\/www.yorku.ca\/service-excellence\/wp-content\/uploads\/sites\/190\/2023\/11\/YorkUCrop-1024x424.jpg",1024,424,true],"author_info":{"display_name":"akolade","author_link":"https:\/\/www.yorku.ca\/service-excellence\/author\/akolade\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/pages\/1786","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/comments?post=1786"}],"version-history":[{"count":290,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/pages\/1786\/revisions"}],"predecessor-version":[{"id":4699,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/pages\/1786\/revisions\/4699"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/media\/3691"}],"wp:attachment":[{"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/media?parent=1786"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.yorku.ca\/service-excellence\/wp-json\/wp\/v2\/tags?post=1786"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}