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The
Customer Service Institute (CSI) recently celebrated
the Class of 2004's graduation on October 14 at
the Woolsey Hall President's Room. Over thirty
participants from five University departmental
teams completed nine teaching sessions and a team
project during 2004. Their success was acknowledged
with a Certificate of Completion signed by John
Pepper, Vice President of Finance and Administration
and conferred upon them by guest speaker Stacy
Ruwe, Executive Finance & Information Officer,
Yale School of Medicine.
Stacy
Ruwe spoke about the importance of CSI saying,
"Customer service excellence at Yale is a
critical component of our success as an institution.
The Customer Service Institute helps its teams
strive to perform even more excellently."
Ms. Ruwe further emphasized the importance of
CSI, citing the impact 4 years ITS Medical has
participated and the impact CSI has had on their
business strategy.
The
teams (with their team names in parentheses) and
participants who graduated on October 14 were:
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Accounts
Payable (The Policy Police)
Sponsor - Linda Haigh, Rodney Brunson
Team members: April Bowe, Ed Bruchman, Nicole
Dore, Tina Flegler, Heather Lopez, Virginia
Proto, Christine Protsko, Lorna Staten
Team Project: Construct new visitor space
with a transaction window to improve customer
efficiency. |
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Dining
Services (Apprentices)
Sponsor - Blance Temple, John DeNezzo
Team members: Bob Alberino, Karen Dougherty,
Rosemary Harwood, Mary Beth Laub, Patty LeClerc,
BettyeJo Mackiewicz, Lisa Rubano
Team Project: Require contracts for catering
events to ensure customer satisfaction. |
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Facilities
(Fac-il-itators)
Sponsor - Carmine Amento
Team members: Frank A Ferraiolo, Patrick Gallagher,
Carlos Mercado, Erika R Reilly, Hank O'Neill,
Evelyn Streater-Frizzle, Ned Taylor
Team project: FAMIS online work request form
(www.facilities.yale.edu/work/work.asp). |
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ITS
- Med (CATS.net)
Sponsors - Susan Grajek
Team members: Michele Augliera, Beth Dudeck,
Anthony Fappiano, Jeffrey Leacacos, Elizabeth
Pezzolesi, Cynthia Welsh
Team project: Computing Request Form (CRF)
online for all ITS customer support issues
(http://its.med.yale.edu/forms/crf.html). |
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Yale
University Health Plan (Hot Shots)
Sponsor - Nancy Creel-Gross
Team members: Elise DeMayo, Rae Esposito,
Cindy Gedge, Suzanna Kern-Massey, Karen Otterson,
Sally Rinaldi, Marilyn Young
Team project: Develop a monthly YUHS health
calendar and improve patient confidentiality.
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