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FAQs

Why are we undertaking a Quality Service Initiative program?
The initiative will align directly with NCCU’s leadership principles, which are a blueprint for how results are to be achieved if our university is to remain competitive in the 21st century. It is also instrumental in helping us to achieve an over-arching goal of increasing student retention and graduation rates.

What activities are included in the program?
Employees are invited to participate in an assessment process designed to identify strengths and areas for development. Training is provided to develop skills, strategies and techniques to continuously improve service systems, processes and procedures. Follow-up activities will measure performance and assist with the development of improvement plans.

Who will participate?
All staff and faculty will participate in the training. It is so important that Chancellor Nelms will actively participate in the training along with members of the Cabinet.

Why is it important for you to participate in the Quality Service Initiative?
To be effective, we need everyone’s participation and involvement in quality training that will help us to establish a culture of service. As an individual, the purpose and benefits of participating in the Quality Service Initiative are:

• To reinforce your understanding and demonstration of NCCU’s quality service principles;
• To provide you with a personal profile of your strengths, development opportunities, and development options that will improve your performance on the job.

What are the organizational benefits?
Through the QSI training efforts, the benefits to NCCU and each department and division on campus include the ability to:

• Create and sustain a culture of service and success.
• Ensure the availability of high quality student and academic support services delivered by caring employees who are passionate, professional and proud to be affiliated with NCCU.
• Ensure the Availability of High quality, responsive, timely and consistent administrative support services delivered by employees whose primary role is to support the work of the academy which is teaching, learning, service research and creative activity.

What will be your role in the Quality Service Initiative?
The Quality Service Initiative training has been designed to utilize examples to simulate an actual job or work environment of an NCCU service provider. The training provides skills and measurements of competencies that are important to your success in the delivery of quality service. Throughout the training you will participate in activities that include role-playing and feedback.

How will the Quality Service Initiative help me to improve my job performance?
From the individual results and feedback that you receive from your performance in the training and assessment activities, you will create personalized and focused development plans to leverage strengths and identify development gaps for yourself. This process will allow you to develop your own skills and in some cases help you to coach and train other team members.


We will continue to communicate our Quality Service Initiative progress throughout the year. Should you have specific questions about this initiative, you may direct them to your immediate supervisor or to the Director of Training and Development, Judith C. Bell, via e-mail to jbell@nccu.edu or by calling 919-530-6435.