VCU Administration's Service Values

Our service values are the quality standards and their corresponding behaviors that provide the basis for making quality decisions in order to achieve service excellence (Disney Institute, 2017). It is important that our team is empowered with the autonomy to solve problems independently and in groups by making decisions in line with our service values.  In priority order our service values are:

A. Safety
(including the safety of others, the safety of self, cyber security, regulatory compliance, physical and emotional safety, individual well-being etc.)

• I practice safe behaviors in everything I do 
  • Know and follow all safety policies and procedures
  • Safely deliver on our guiding principles and quality standards
  • Am aware of my surrounds and hazards that may be present 
• I consistently act in a manner where safety is paramount
  • Identify, correct, and immediately report safety concerns
  • Avoid shortcuts that do not put safety first
  • Always ask, “Is there a safer way?”
  • Speak up to ensure the safety of others
  • Demonstrate care for the safety of others
  • Appreciate and encourage the safety efforts of others 

B. Respect

• I project a positive image and energy toward all 
  • Smile
  • Am approachable and make eye contact
• I am courteous and respectful to everyone I interact with
  • Proactively greet all others
  • Engage in positive interactions
  • Treat everyone with dignity and respect
  • Keep conversations positive and appropriate
  • Act with integrity 
• I go above and beyond to exceed expectations (for those seeking my services as well as my co-workers)
  • Create magical moments
  • Focus on providing superior customer service and building partnership, trust and collaboration with each and every interaction
  • Anticipate needs and offer assistance
  • Follow through on promises and commitments
  • Provide immediate service recovery

C. Ease

• I provide services that solve problems with minimal work on the part of those who need them
  • Simple to find
  • Simple to use
  • Simple to understand
  • Embrace a “can do, get to yes” attitude
  • Manage projects professionally
• I am responsive and make it easy for people to get the questions they need answered 
  • Respond quickly – Respond right away even if it is to give a timeframe for issue resolution or further communication
  • Pursue maintaining and strengthening the relationship not just the resolution of the issue
  • Solve the problem “It’s may not be my fault but it is my problem to resolve”
  • Build websites, signage, and other communication systems that are easy to understand and usable by all
  • Escalate once – Escalate the issue directly to the person who can resolve it and own the resolution, rather than sending issues through the chain of command.
• I anticipate needs and communicate proactively to make sure people are informed and receive the assistance they require
  • Disseminate quality, timely information and follow up proactively
  • Look for people who may need help and provide assistance 
  • If an issue cannot be resolved immediately, provide regular ongoing feedback until it is resolved
• I provide exceptional training and support to enable the success of others

D. Efficiency

• I perform my role efficiently 
  • Identify and articulate opportunities to improve my area with my co-workers and supervisors
  • Actively pursue ways to save time and money while improving the quality of service I provide
  • Look for ways to improve systems, policies, and procedures
  • Provide accurate and timely information
  • Be knowledgeable about my area and beyond
• I use my time and resources wisely
  • Be prepared and anticipate operational needs
  • Work as a team and build partnerships across all  areas
  • Take responsibility to conserve limited financial resources
• I solicit feedback to learn how I can improve in the future