The study of Disney is not new to higher education. For decades, Walt Disney has been studied in history courses. The Disney version of customer service excellence has been touted as a best practice in business courses, and film/media courses have analyzed Disney's animated classics (Duncan 2012, Wantasen n.d.). In U.S. higher education, there has…

APPA's Effective & Innovative Practices Award continues to highlight an ever-growing list of creative and practical programs and processes that enhance and transform service delivery, lower costs, increase productivity, improve customer service, generate revenue, or otherwise benefit an educational institution. The five 2009 award-winning…

While promoting postsecondary credential completion is a national priority intended to help graduates secure good jobs, the value of credentials in the labor market from the perspective of employers is not well understood. Specifically, more attention is needed to understand how credentials align with employer needs. Through in-depth interviews…

Library public services staff have primarily focused on providing services through interactions with their users. Although service quality and customer satisfaction are important in the delivery of these services, the emphasis and nature of the work have often been influenced by a library-centric philosophy rather than a user-centric philosophy.…

Three sources indicated the need for designing a usability study of the Western Michigan University Libraries' Web site: the results of the 2004 LibQUAL+ survey; the completion of the library's new strategic planning document; and suggestions by library customers and library staff. LibQUAL+ findings and customer comments suggested customers…

The Merchandising Food Service Training Manual contains 12 lessons and 2 appendixes. Class activities and handouts are interspersed among techniques for selling and merchandising meals, information about life value roles and how food participants may improve public images, material about customers' backgrounds and attitudes, methods of competitors…

Introductions to menu planning I and II--including nutrition requirements for children of all ages--are the subjects of the first two lessons of this Food Service Training Manual. The menu planning system of lesson 3 deals with place and time, as well as with needs for eye appeal and contrast. Lesson 4 is a progress test with answer key for…

Although Michigan has one of the best trained work forces in the nation, the skill gap between what the marketplace needs and what its workers can offer is continuing to widen. Michigan must develop an adult training and education system that is customer driven and customer sensitive, emphasizes shared responsibility of stakeholders, empowers…

This report describes the Michigan Community College Virtual Learning Collaborative (MCCVLC), an innovative educational environment that provides learners access to high-quality courses through a variety of technologies. The following describe the collaborative's guiding principles: (1) faculty and staff at all Michigan community colleges will…