Details for Expanding and Reinventing Your Services During the Economic Downturn
| Sunday, June 27, 2010 | |
| 10:30 AM | |
| 11:30 AM | |
| CF 316 | |
| Expanding and Reinventing Your Services During the Economic Downturn | |
| Lecture | |
| Expanding and Reinventing Your Services During the Economic Downturn - How to build a successful and sustainable operation while decreasing cost At any state institution, budget is always an issue. Despite this, last fall Kent State University expanded its ResNet services from just 6,000 on-campus students to more than 25,000 commuters, faculty and staff. At the same time, our service offerings expanded from basic computer support to complete computer care, with certified hardware repair (Dell and Apple), data backup and recovery and software troubleshooting. The rebranded Tech Spot @ ResNet has since received a more than 95% satisfaction rating and rave reviews, while exceeding its original financial projections. We accomplished this all the while sustaining double our work volume, with fewer student workers, higher productivity and a new pricing structure. This session will show you what it takes to begin a similar, sustainable operation at your institution. We’ll include how to get buy-in from other departments and your current staff members, inexpensive but great changes we made to our workflow, how to gain visibility in the community through marketing and ways to handle increased traffic volume. The presentation will also include some great tips on how to manage user perception and gauge satisfaction and improve your work space and other secrets to our success! TAKE YOUR RESNET TO THE NEXT LEVEL. ===Key points for this lecture ===== Expand services, budget, employee retention, marketing, sustainability, repair, user experience, office space, revamp, rebranding. |
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