Early indicators that signaled the need for revised service culture at Lindenwood were the results of the university’s 2017 Student Satisfaction Inventory (SSI). Every three years, the university contracts Ruffalo Noel Levitz, LLC to gauge student opinion of the university with the company’s trusted, research-based instrument—the SSI. The SSI provides an in-depth review of students’ experiences and manages to quantify the data. After reviewing the 2017 data, university administrators realized Lindenwood needed to do more to provide excellent, intentional service. In 2018, four Lindenwood University representatives traveled to Orlando, Florida. These representatives sought to develop a hospitality and service program for Lindenwood based upon the legendary Disney approach and enrolled in the Disney Institute-Quality Service program to gain the techniques and insights necessary to realize their vision. The Lindenwood representatives chose to begin their initiative at Disney as the Disney Institute’s service philosophy aligns closely with the university’s strategic plan initiative as outlined in Theme Four, which focuses attention and resources on delivering high-quality experiences to students and employees. One of the initiatives of this theme focuses specifically on excellence in service delivery throughout the university. The Disney model has been the basis for service models for all types of industries around the world. It provides a strong foundation that will be adapted to higher education and that will be specific to Lindenwood. It gave the team a launching point to explore what it means to deliver high quality experiences on a daily basis with our students, our colleagues, and others with whom we interact on a daily basis. The representatives then spent the next year forging and integrating the Q2 Service Excellence program for Lindenwood. The following report depicts 270 unique service items that units from across the university have created or enhanced to provide intentional service excellence to our students.
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