Lessons from the Mouse: Customer Service Training with Dennis Snow
On behalf of the Divisons of Administration & Business Affairs and Human Resources, Sacramento State is pleased to welcome back Dennis Snow to our campus on October 19, 2015 as he facilitates two exciting training workshops revolving around customer service.
Dennis Snow is a service excellence expert on creating moments of WOW to enhance the customer's experience. Dennis honed his abilities over 20 years with the Walt Disney World Company where he developed his passion for service excellence. The experience he brings provides particpants with a unique training opportunity for this much sought after speaker in service and leadership.
Winning Team: Reprographics Services and Student Derrick Santiago
Reprographics Services was recognized with a first place award from the international Association of College and University Printers (ACUP) for a submission in the Digital Multiple Page printing category in April.
The winning entry, a typography book designed by Sacramento State student Derrick Santiago for a Graphic Design 120 (Typography Theory) class project and printed by Reprographics, was one of 13 submitted from universities that included Penn State, Oregon State and Yale.
A panel of twelve industry experts judged the entries, and the book was viewed by representatives from over 100 universities across the U. S., the U. K. and Australia. Judges commented on the impressive quality of the printing and design concept, with one describing the book as “stunning.”
Assistant to the Director Laura Lockett described Santiago’s concept and design as central to the first-place win, with a creative pop-up feature and excellent craftsmanship. Upon accepting the award Lockett and Director Michael Kalstein sent news to the staff in Reprographics Services and to Santiago – “It is an honor to work with such a distinguished team!”
This is not the first printing award received by the campus for a student project. Last year, student Peter Maloney won an ADDY award from the Sacramento Ad Club for a magazine designed by Maloney and printed by Reprographics, and there have been additional awards going back to 2010, when Reprographics began working with students on class projects.
Reprographics Services, the University’s official print shop, hopes to expand this service to assist even more students. The shop staff works individually with students, providing professional expertise and guidance on preproduction file standards that influence the final outcome.
Reprographics Services also won an honorable mention from ACUP for a wide-format banner created for the Causeway Classic in the fall, and is credited with over 40 awards in competition with printers from all over California, Nevada and Oregon.
Sustainabile Projects Garner Recognition from CSU
Early this month, Sacramento State was the proud recipient of CSU Best Practices awards from the CSU for efforts in two categories. Sac State's Smart Grid project won the Best Energy Retrofit Award and the Sustainable Technology Optimization Research Center (STORC) won the Best Practice in Sustainability Award. See ABA FOCUS stories about both projects - Smart Grid (Fall 2013) here and STORC (Fall 2014) here, and read comments from the the CSU Best Practices selection committee below.
The following excerpts are from the CSU's Best Practices Awards webpage:
Best Energy Retrofit - "The campus was able to double its capital investment for its Smart Grid project by leveraging a federal Department of Energy grant through a partnership with Sacramento Municipal Utility District. The successful grant opportunity resulted in a $4.7 million dollar contribution which was doubled by a commitment from the campus. The project will yield over 3 Million kWh and 200,000 therms per year in energy savings, offset nearly 1,000 metric tons of CO2 annually and achieve almost $450,000 per year in avoided energy costs."
Best Practice in Sustainability - "Few campuses can claim ownership of a center like this, providing resources such as equipment, space, and staff support for class and independent research projects. The center provides a central place on campus for students, faculty, and staff to collaborate on sustainability project development and research. This project is a successful example of how a campus can support hands on learning in the area of sustainability. It brings together students, faculty, staff and even the local community."
ABA Publishes 2012/2013 Report of Accomplishments
Each year a comprehensive report on the many accomplishments and noteworthy activities of ABA is published. These reports include many highlights from the previous year, including the completion of major projects, fundamental divisional changes, staff recognition events, and process and service improvements. The 2012/13 report highlights staff professionals who were recognized for the many improvements made during the year.
To view the 2012/2013 ABA Report of Accomplishments, click here.
Public Safety/University Police Officers Recognized by Mothers Against Drunk Driving (MADD)
On April 24th, Sacramento State Police Officers Matt Light and Nathan Rice received awards from the California Office of Traffic Safety, and Mothers Against Drunk Driving, for their contributions toward combatting drunk driving and drugged driving. These officers combined for twenty DUI arrests last year. Great work officers!
The Sustainability Team Challenges You: What's Your Sustainable New Year's Resolution?
Capping off the New Year, Facilities Management's Sustainability Team has challenged themselves, and others, to commit to a sustainable New Year's resolution. Many staff have shared their resolutions, all of which can be found on the Sustainability at Sac State Facebook page.
Sustainability & Operations Analyst/Coordinator Kristina Cullen has shared hers: "I resolve that as the incandescent light bulbs burn out in my home, that I will replace them with CFLs and even replace my holiday lighting with LEDs. Energy Conservation all throughout the year!"
So, whats yours!?
Associate Vice President Justine Heartt Appointed FOA Chair
Justine Heartt, associate vice president for Financial Services, was appointed chair of the CSU Financial Officers’ Association (FOA) for the 2013/14 fiscal year.
The appointment, based on an election process, represents a three-year commitment – Heartt served as vice chair in 2012/13 and will continue on as past chair in 2014/15.
Vice President/CFO Ming-Tung “Mike” Lee joins FOA this year as the CABO representative. CABO is the acronym for CSU Chief Administrative/Business Officers.
FOA works under the direction of CABO to:
- Assist the CSU in planning, developing and communicating new and improved policies and procedures related to accounting and budgeting issues and advise the Chancellor's Office on their implementation.
- Provide a means to collaborate with the Chancellor's Office staff to review and comment upon proposed legislation and regulations and to help shape the CSU responses.
- Plan and facilitate continued personal and professional development and training of financial officers and their staff in the CSU.
- Provide collective, proactive leadership in support of the CSU and/or individual campuses in the development of creative and innovative programs, through optimum use of technology designed to deliver cost effective, value added, financial services to campus customers.
- Provide a forum in which the collective professional concerns of the financial officers of the CSU can be shared and explored with the Chancellor's Office.
- Establish a consortium for the discussion, development and interchange of knowledge, information, skills and methods for solving accounting, budgeting, and related problems encountered by its membership.
- Identify and establish standards to facilitate communications and reporting among
As FOA chair, Heartt will:
- Serve as the chief administrative officer of the FOA
- Formulate the agenda and chair all meetings
- Act as the liaison with appointed CABO member VP/CFO Mike Lee and other administrative associations of the CSU
- Chair the Executive Committee
- Assist the directors of the Accounting, Budget, and Procurement Chancellor's Office, on accounting, budgeting, and procurement related issues, as requested
- Appoint committees as necessary
- Plan and conduct the annual meeting
Heartt sees this commitment as valuable for the campus and the CSU. “Working with my colleagues from the other campuses and the Chancellor’s Office is extremely rewarding as we Redefine the Possible within the entire CSU to be more efficient and effective. All of us are working closely together to save money and streamline processes wherever possible. In addition, we are planning for our financial future through training like the CSU 101 program to help new financial employees understand our specific higher education model of governmental accounting. It is very rewarding to see these individuals grow and become leaders within the CSU.”
This year’s annual meeting and training session will be held at San Francisco State’s downtown campus January 26 – 29, 2014. CSU 101 provides a high-level overview of topics employees will encounter during their employment with CSU, which may include: financial reporting, CMS, CHRS, CFS, data warehouse, budget, banking, cash management, human resources, capital planning, procurement, audit, ethics, auxiliaries, current synergy initiatives and CSU history, organization and policies. The program was designed as a combination orientation, training, staff development and an opportunity for the participants to establish business contacts.
ABA Publishes 2011/2012 Report of Accomplishments
Each year a comprehensive report on the many accomplishments and noteworthy activities of ABA is published. These reports include many highlights from the previous year, including the completion of major projects, fundamental divisional changes, staff recognition events, and process and service improvements. The 2011/12 report highlights staff professionals who were recognized for the many improvements made during the year.
To view the 2011/2012 ABA Report of Accomplishments, click here.
ABA Celebrates Alumni Month
ABA alumni, students, friends and families are invited to celebrate with fellow Hornets throughout April during Alumni Month. The University will honor its more than 215,000 alumni with a host of events on campus and around the region.
A complete calendar of Alumni Month events and more information are available at SacStateAlumni.com/AlumniMonth.
To view and celebrate ABA's Alumns, click here.
Thank Someone Using the ABA Thank-You Blog
Has someone done something recently for you that deserves mention? Or maybe you received help from a colleague on a difficult assignment? Or perhaps you simply want to recognize someone for doing a great job; these are just some of the reasons to use the ABA Thank You Blog.
The ABA Thank-You Blog allows employees to recognize their colleagues by writing a "Thank You" message that is forwarded to the recipient and posted to a blog. This is the perfect type of tool to use when you want to show someone how much you appreciate their hard work. Submit a Thank You today!
Staff Spotlight - Joey Martinez: Facilities Services Recycling Coordinator
This spotlight was also included in ABA's Spring 2012 FOCUS Newsletter. To view the entire article, click here.
What are some of the unique aspects of your job?
Since ‘Recycling’ is an ever evolving venture, I get the opportunity to become both a student and teacher of the new and evolving processes. I get the chance to learn about the latest recycling news, and then reinterpret that into a viable campus program where I can help educate the campus community.
What are some examples of your daily duties?
Auditing current recycling programs on campus to make sure that the results are not only meeting the contractual obligations of said program, but also to spot for areas of improvement in Sac State’s recycling efforts. A portion of my day allows me to be out and about on campus to make sure things are going well. I spend time with customers answering recycling questions and arranging recycling opportunities. I am the editor for our Facilities Services newsletter, The Pipeline, so I also busy myself with promoting some of the great work being done by our staff.
Who are your primary customers?
Everyone on campus is my customer whether they realize it or not. Everyone on this campus—staff, student and faculty alike—produces waste of some kind. It’s my job to manage recyclable aspects of those waste streams and hopefully divert as much as possible of it from the landfill.
What are your biggest, yet most rewarding challenges?
Because everyone knows they’re supposed to recycle, it’s become an everyday ordinary practice—which is good in one respect! It’s my job to not only manage the recycling programs, but to try to publicize it in a manner that keeps it ever fresh and prominent in peoples’ minds. It’s great that it’s a daily practice—we just don’t want it to become"just" an everyday practice.
What do you like best about your job?
The sheer amount of people with whom I come into contact on any given day! Recycling is something that occurs throughout the entire campus and, because of that, I find myself meeting many different members of the campus community. It keeps things fresh, and I continue to learn more about the people of Sac State.
What is your favorite aspect of working on campus?
Because the campus exists to foster the education of so many minds, there’s always a certain palpable energy in the students and faculty, as well as the staff. That energy can breed passion, and that’s a wonderful thing to witness. I hope to be able to direct some of that passion into recycling by working with both students and staff alike.
Why and how would someone contact you?
Anyone who has any kind of question about a recycling program here on campus should give me a call at 278-5801 or email me at firstname.lastname@example.org. Currently we recycle e-waste, metals, green waste, tires, paper, cardboard, toner and ink cartridges, wood, old furniture, bottles and cans, and are working on plans to expand into others arenas of recycling very soon. I can assist in answering questions on any of those programs. Other reasons someone might contact me would be to inquire about arrangements for the shredding of confidential files or for special office purges. Our recycling programs are free to much of the campus community (for campus-generated waste), so please feel free to contact me before tossing something into the garbage.
University Police Officer Honored
Sacramento State Police Officer Nathan Rice was presented with a California MADD (Mothers Against Drunk Driving) Hero award at the 14th Anniversary of the MADD California Statewide Law Enforcement and Community Recognition Dinner on June 2, 2012. The award recognizes officers for helping to combat drunk driving and maintain safer roadways and communities.
Each year California MADD awards law enforcement individuals and departments, state park agencies, media partners and community advocates from across the state whose actions and policies are aligned with MADD's mission to prevent drunk driving, educate the public on its effects, support victims and prevent underage drinking. This year’s event at the Hyatt Regency in downtown Sacramento hosted over 600 participants from 53 of California’s 58 counties.
ABA Publishes 2010/2011 Report of Accomplishments
Each year a comprehensive report on the many accomplishments and noteworthy activities of ABA is published. These reports include many highlights from the previous year, including the completion of major projects such as The WELL, fundamental divisional changes, staff recognition events, and process and service improvements. The 2010/11 report highlights staff professionals who were recognized for the many improvements made during the year.
ABA's VP and CFO Ming-Tung "Mike" Lee invites you to peruse the reporting, stating, "ABA's accomplishments can be credited to our dedicated and competent staff. It is a tribute to their professionalism that the division has maintained a focus on the University’s fundamental values, despite financial difficulties. Because of this, ABA continues to make a difference for students, faculty, staff and others in our campus community. I hope you will enjoy reading about our achievements, and join me in celebrating ABA’s staff professionals for their contributions to the division and the University over the past year."
To view the 2010/2011 ABA Report of Accomplishments, click here.
Freddy Orozco, assistant to the senior director, University Transportation & Parking Services (UTAPS), was named 2011 Parking Professional of the Year by the California Public Parking Association (CPPA). The award was presented at the CPPA Annual Conference in Oakland on November 3, 2011.
Award recipients are recognized for their creativity and innovation; contributions to their institutions, to the CPPA, and to the parking industry; and for demonstration of dedication to the industry through efforts to increase the awareness of the parking profession.