Savannah State University
Institutional Support Unit
Self Study and Strategic Plan
Summary Worksheet 1: Basic Operations
Unit: Business Services
Leader: Thelma Harris, Director of Business Services
Mission Statement: Provide services and assistance to students, faculty, and staff,
creating a user-friendly environment while ensuring proper internal controls and adhering to State & Board of Regents regulations and.
Guiding Principles:
Procure quality material for & provide quality services to primary clients promptly, and cost efficiently to minimize disruption of educational functions.
Service with professional courtesy and ethics,
Equal and fair treatment for all customers,
Equal and fair treatment for all vendors.
Primary Clients:
Faculty, Staff, and Students of Savannah State University
Vendors
Procedures Manual :
Institutional Purchasing Policies and Procedures
State of Georgia Purchasing Act
Board of Regents Policy Manual
Board of Regents Records Management Policies & Procedures
United States Postal Services Regulations.
State of Georgia’s Risk Management Manual
Office desk manual/s.
Basic Performance Indicators:
Time efficiency – use current electronic purchasing tracking system (PTS) to gauge time cycle for requisitions from creation to delivery to department. The SSU purchasing department should complete its part of the process in less eight hours 95% of the time.
Staff productivity – We will determine the number of purchase orders and check requisitions processed per purchasing office staff FTE and work to increase the number by an established percentage each year until we hit optimal performance.
Cost efficiency – We will determine the average cost to process both a purchase order and requisition and work to reduce the cost to an optimal level.
Customer satisfaction – initiate a survey on the following
Staff expertise
Service courtesy
Satisfaction of goods procured
Request for comments & suggestions
Evaluation of total operation
University Initiative Responses:
Applicable BOR Guiding Principles:
#6 Shall insure that each of its institutions provides an educational,
physical, and social environment that supports learning and
growth…
#15 …administrative leaders and well-qualified staff…shall support them with the resources they need to do their jobs…
#27 …proper stewardship …of state resources
Applicable SSU President’s Goal: Comprehensive set of services…for a richer college environment…
How we have responded to the initiatives:
The TAPIS electronic purchasing system has been installed which dramatically reduces manpower and manhours.
Implementation of the purchasing card system.
Central Stores’ "Under $10" office supplies system.
Computerization and automation of post office box rentals and assignments to be accessed by offices on campus e.g. Financial Aid, Housing, Admissions, Registrar, Financial Services, etc.
Expansion of Duplicating Center services to include banners and plaques.
By facilitating the needs of students, faculty, staff, and administrators, we are hopefully supporting strong education delivery to the students and providing an environment conducive to educational and social advancement.
Savannah State University
Institutional Support Unit
Self Study and Strategic Plan
Summary Worksheet 2: Unit Planning Objectives
Organizational Unit: Business Services – Purchasing Operations Goal # 1
Describe Goal:
Timely processing of requisitions to satisfactorily serve the university community.
Action Steps:
Continue end-user training of electronic Purchasing Tracking System (PTS),
Designate one office computer for end-user access to PTS and training,
Educate primary clients on purchasing regulations and procedures,
Prepare brochure re Business Services functions and processes.
Continued staff attendance at customer service workshops.
Expected Outcome(s):
Customer satisfaction,
Ensure delivery of goods as requested,
Maximize utilization of finances,
Eliminate problems & frustration on both sides.
Effectiveness Measurement Techniques:
Customer survey.
With the new electronic PTS, measuring efficiency and time factor will be available.
Responsible Party: Thelma Harris Office Phone: 356 2415
Due Date (Expected Completion): Fall 2000
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Savannah State University
Institutional Support Unit
Self Study and Strategic Plan
Summary Worksheet 2: Unit Planning Objectives
Organizational Unit: Logistical Support Goal # 2
Describe Goal:
Improve services to primary clients through prompt delivery of goods, centralized records storage and prompt retrieval, stocking Central Stores with often-used office supplies.
Action Steps:
Ongoing communication with vendors to improve delivery of goods.
Secure a more reliable delivery vehicle.
Request Administration to define a centralized records storage area.
Initiate microfiche storage of records.
Survey primary clients’ office supplies needs.
Provide web page for central warehouse supplies ordering.
Secure a computerized inventory-taking software.
Expected Outcome(s):
Customer satisfaction.
Ensure delivery of goods as requested.
Have readily available most commonly used office supplies.
More efficient records retrieval.
Effectiveness Measurement Techniques:
Customer survey. Track vendor delivery of goods to Central Receiving up to Central Receiving delivery of goods to department.
Responsible Party: Alfred Brown Office Phone: 356 2249
Due Date (Expected Completion): Fall 2000
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Savannah State University
Institutional Support Unit
Self Study and Strategic Plan
Summary Worksheet 2: Unit Planning Objectives
Organizational Unit: Document Center Goal # 3
Describe Goal:
Customer satisfaction through quality and timely production of press and duplicating jobs; expand services to include banner and plaque production; provide on-line transmission of job requests between primary clients & Document Center.
Action Steps:
Staff training in use of all machines.
Re-align workflow schedule.
Install software for on-line transmission.
Prepare brochure re services provided.
Continued staff attendance at customer service workshops.
Expected Outcome(s):
Customer satisfaction,
Ensure delivery of goods as requested,
Maximize utilization of finances,
Eliminate problems & frustration on both sides.
Effectiveness Measurement Techniques:
Customer satisfaction survey; track time elapsed for jobs from start to finish.
Responsible Party: Document Center Manager Office Phone: 353 5198
Due Date (Expected Completion): Spring 2000
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)
Savannah State University
Institutional Support Unit
Self Study and Strategic Plan
Summary Worksheet 2: Unit Planning Objectives
Organizational Unit: Business Services – Campus Post Office Goal # 4
Describe Goal:
To improve service to students by automating box rentals, assignments, records, and mail forwarding; automating postage sales.
Action Steps:
Create or purchase necessary hardware and software.
Test results to ensure product meets primary clients’ needs.
Continuous staff attendance at customer service workshops.
Expected Outcome(s):
Customer satisfaction,
Shorten time spent in renting boxes and sending outgoing mail.
Prompt delivery of incoming mail.
Effectiveness Measurement Techniques:
Primary clients survey; measure transactions from start to finish in comparison to manual process.
Responsible Party: Mr. Sam Owens Office Phone: 356 2284
Due Date (Expected Completion): Spring 2000
Unit Leader Commitment: (date)
Supervisor Approval: (date)
Vice President Approval: (date)
Effectiveness Committee Review: (date)