This
webpage provides:
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Background
on the Chart and a Collaboration about Over Seventy Years of Work Experience
§
Looking at a Customer Service Model for the
American Public High School
At NISOD in
2011, the two members of the 2012 presentation and two other colleagues
presented “Can the Customer Service Model “Work” for Faculty?” In brief, the
answer is “yes”—as a way for faculty members to look at customer service for
higher education in the context of diverse businesses and services. To repeat
one of the slides from that presentation:
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To be part of the dialog on the future of education—to both
understand and to be understood—faculty need to know: •
What people from fields other than education may mean when
they talk about customers and customer service •
What education does that is different from other fields and why those differences in
education are in their—and the nation’s—interest |
This
presentation builds on the chart on the customer service model developed for
that 2011 presentation. It also builds on our collaboration based on our over seventy years in diverse business
and services as well as experience in higher education. If you would like basic
information from that presentation, click here.
Use the
table below to find the kind of information you want:
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If You Would Like This
Information… |
Then Use This Link |
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Chart
that lets you compare easily how the customer service model works with
storefront retail and the American public high school—and see what the news
is saying about how things are working |
Chart showing the
customer service model and the American public high school •
With
the left column covering the Customers
(Users, Clients, or Stakeholders) and Issues •
With the next column showing storefront retail (the way many of us
think about customer service) •
With the next column showing the American public high school •
With the next column providing headlines and quotations to reveal how
the system is “working” (Click here
for the sources or click on the chart and then on the link from that column.) A
comparison shows that public education faces different challenges and many
different customers. Examples: •
Unlike storefront retail, has multiple customers that no other system
has (except Higher Education)—and all are at risk if public education fails •
Unlike storefront retail, has users who are part of the product and who may lack both
commitment and preparation Looking
at this as a system is revealing. The chart includes callouts revealing some
of those challenges. Are some parts of the system
reducing the reasons for students to commit and to prepare? ‚ Are we as a nation losing what we
want to retain—to use a term from Dietrich Dörner? ƒ Are we measuring what we want?
Systems get what they measure (and reward) even if they do not want it. „ Are some parts of the system
keeping reward but transferring risk to others? |
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Chart
that lets you see the high school system with the system for higher education |
Chart
showing the above plus a column for Higher Education so it is easier to
compare it with the public high school and whether the solutions being
attempted with the public school are applicable to Higher Education. |
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Cognitive
reason for placing this information in a chart |
It is always difficult to look at detailed, complex, and
interconnected data. Dietrich Dörner
covers how to use analogy and plotting
of data (such as in a chart) as a way to understand a complex system. |
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Examples
of the view that the only customer of education is the student Also
source of the quotation used at the top of the: §
Public High School chart: “there is only one real customer—the
individual who chooses to pursue an education” §
Higher Education chart: “If students aren't the customers of the
university, who are?” |
Quotations
plus examples of the view that the only customer of education is the student |
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Texas
data including from the comptroller and including comparative data |
For
information or problems with this link, please email using the email address
below.
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WCJC Department: |
History – Dr. Bibus |
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Contact Information: |
281.239.1577 or bibusc@wcjc.edu |
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Last Updated: |
2012 -06/04 |
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WCJC Home: |