The University of Vermont
Division of Administrative & Facilities Services
Mary L. Scully
Best Customer Service Process Improvement Award
Purpose: To recognize and share achievements in improving the quality of, or developing new, service
delivery processes in the Division of Administrative & Facilities Services. Process refers to linked
activities with the purpose of producing a product or service for a customer. Processes typically involve
combinations of people, machines, technology, tools, techniques, and materials in a defined series of steps
or actions. Process Improvements should result in better performance relative to measures and indicators
of your customer-focused products and services.
Nomination guidelines: Nominations must be sponsored by the Director responsible for the service
delivery process, a colleague, or a customer. And, the process must have been in place for at least three
months.
Criteria: The criteria are based on the following core service values of the Division of Administrative &
Facilities Services:

INNOVATION: Making meaningful change to improve products, services, processes, or
organizational effectiveness, and to create new value for customers and stakeholders. Innovation
involves the adoption of an idea, process, technology, or product that is either new or new to its
proposed application. It could include technological innovation or fundamental changes in
organizational structure to more effectively accomplish the organization’s work.

CUSTOMER-DRIVEN QUALITY: Involves both understanding current customer
requirements and anticipating future customer desires. It could include the following factors that
result in increased customer satisfaction: reducing defects and errors; reducing complaints; or
providing customers with new or modified products and services.

CONTINUOUS IMPROVEMENT AND LEARNING: Includes both continuous
improvement of existing approaches and significant change leading to new goals and approaches.
Learning is practiced at personal, work unit, and organizational levels and can result in:
enhancing value to customers through new and improved products and services; reducing errors
and defects; improving responsiveness and cycle time performance; and increasing productivity
and effectiveness in the use of resources.

WORKING BY THE AFS CREDO: “SEE THE NEED, TAKE THE LEAD” Empowering
staff to act when they see something that needs to be done and sharing that information with
responsible parties.
Directions: Use the nomination form to submit one process improvement to the Awards Committee by
June 1st. Multiple nominations are welcome, but each name submitted must be on a separate form.
Describe situations or give examples of how the nominee goes out of her/his way to provide excellent
customer service, seeks input into what customers really want, or looks for ways to improve service to
customers. Additional documentation may also be submitted if necessary.
Please submit completed nomination form to:
Jan Tebo, Administrative Assistant
ATTN: Best Customer Service Awards Committee
Division of Administrative & Facilities Services
109 S. Prospect
The University of Vermont
Division of Administrative & Facilities Services
Mary L. Scully
Best Customer Service Process Improvement Award
Nominations must be sponsored by the Director responsible for the service delivery
process, a colleague, or a customer.
Title of process developed or improved: ___________________________________________
______________________________________________________________________________
Date of implementation (must have been in place for 3 months to qualify): ______________
Department: __________________________________________________________________
Nominating sponsor: ___________________________________________________________
Describe the service delivery process (including the old process, if this is an improvement),
the goals and objectives of the process, who the customer is, the impact on customer
service, and the impact on efficiency. Include the measurements or monitoring used to
establish the degree to which the results indicate a significant benefit. (Feel free to attach
additional pages and/or graphs and charts to illustrate results.)
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name of nominator: ____________________________________________________________
Department: ___________________________________________ Date: _________________
Please submit completed nomination form to:
Jan Tebo, Administrative Assistant
ATTN: Best Customer Service Awards Committee
Division of Administrative & Facilities Services
109 S. Prospect
Deadline for nominations: June 1st