RCI conducts strategic planning workshop

On May 12, 2017, the Academics Team of Roosevelt College, Inc. (RCI), led by RCI vice president (VP) for academic affairs Gillian Joyce Virata with the campus heads, principals, and academic supervisors gathered for an initial strategic planning workshop. FEU VP for human resource Renato Serapio facilitated the activity.

The one-day workshop enabled participants to review and affirm the newly proposed vision-mission statements and do an
environmental scan using the institutional development framework or the tri-pod model (See figure below) through an analysis of institutional strengths, weaknesses, opportunities and threats (SWOT) externally and internally.  

Tri-Pod Model (1)-page-001Prior to identifying the key result areas (KRAs), participants shared their insights on stakeholder expectations from RCI. The group then came up with consolidated KRAs based on desired goals.

“The group was able to do a good self assessment,” remarked VP Serapio after the presentation and discussion of the SWOT analysis.                      

RCI Marikina campus head Teresa Angeles described the planning as “very engaging” and added that, “It gave us one day to look at RCI from all vantage points, reassess procedures and work flow, and start strategizing for a better RCI starting SY2017–SY2018.

At the start of the workshop, VP Virata urged everyone to look inward as an institution and ask, “Do we have what it takes to realize RCI’s vision and mission?” She reiterated the value of working together with real respect to make RCI a better place for everyone in the institution.

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FEU VP  for human resource Renato Serapio gives the overview of the planning workshop.

                   Workshop participants discussed, agreed, and worked on the strategic planning requirements.

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RCI non-teaching personnel trained in customer service excellence

To stay competitive and remain attuned to the latest developments in the workplace, 30 non-teaching personnel of Roosevelt College, Inc. (RCI), underwent a Customer Service Excellence Workshop conducted by FIAT International Training and Development. Eyra Lourdes Umali and Paul Elson Umali facilitated the workshop. The activity was another affirmation of the new management’s support for employees to have meaningful careers in RCI.

FIAT facilitators Paul Elson Umali and Eyra Lourdes Umali explain the objectives of the workshop.

FIAT facilitators Paul Elson Umali and Eyra Lourdes Umali explain the objectives of the workshop.

The institution’s non-teaching staff serve as front liners and backroom support for various transactions and they need to develop strong customer-service orientation and allied skills. The workshop was a venue to identify and address customer requirements; to recognize what excellent customer service is vis-a-vis the RCI vision, mission, and values; and to arrive at a shared understanding of best practices in customer service.

A working dictum in today’s business environment—”One can never go wrong if you start and end with the customer”—guided the workshop framework. Participants were shown how operationalizing this dictum requires everyone in a workplace to, first and foremost, take into consideration the effect of their actions on internal and external customers.

The framework for customer-service excellence highlights four important steps in winning over customers: transmit a positive attitude, identify customer needs, provide for the needs of customers, and make sure customers return (and they do when they are satisfied with the services provided them).

A discussion on change and transition management also gave participants a better understanding of the recent developments in RCI and suggested ways to adapt to these changes. Everyone agreed on the need to let go of ways of working that didn’t work in the past and take on and be receptive to new ways of learning and working.

Participants were highly appreciative of this professional development activity. They reported coming to many realizations on how to deal with school customers and the importance of knowing the target market to avoid making wrong assumptions about customers. They also recognized the significance of having a pleasing personality, patience, and focus.

“I also appreciate the value of teamwork in performing our duties,” said Rina Zamora, an accounting staff. Nina delas Armas, administration manager, added that “we should not let fear get in the way of building our skills and competence.” Marianne Tesoro of RCI Rodriguez mentioned that while learning from the different activities and exercises, they also had fun singing, dancing, and acting during the workshop.

Vice president for academic affairs Gillian Joyce Virata, in her message to the participants, pointed out the great amount of change that everyone has had to cope with in the past year. “There is much more change to come,” she added. “The RCI board of trustees set very high goals for our institution to reach and we can only do this if we work well together and help each other.” This is why, VP Virata stressed, that excellent customer service for internal customers is just as important as service for external customers.

The activity took place on April 19, 2017, at the RCI Cainta Audio-Visual Room. It employed a mix of training methodologies such as interactive lecturettes and role playing for application of learning.

RCI VP for academic affairs Gillian Joyce Virata stresses the need for teamwork in providing excellent customer service.

RCI VP for academic affairs Gillian Joyce Virata stresses the need for teamwork in providing excellent customer service.

 

Group members take turns in sharing their output to the body.

Group members take turns in sharing their output to the body.

 

Participants huddle in preparation for a fun workshop activity.

Participants huddle in preparation for a fun workshop activity.