Distributed Computing/Carson Office/Student Computing
Minutes from meeting (2/17/95)

Attending:  Doug, Manola, Dave, Joan, Justin, Bob

1.  When I first asked everyone to list what they thought the most important 
    services they offered were (or should be), the list they provided 
    corresponded almost identically to the list of tasks given on two other 
    occassions (see APPENDIX at end of this message).  So, it appears that 
    everyone is reasonably consistent about what they think is important. 
    What was *not* included/consistent (different from other lists):

        - keeping current 
        - record-keeping
        - evaluation
        - collaboration
        - stewardship
        - team leadership 


2.  I reviewed the purpose of meeting with this group and identified 5 key 
    problems that we need to address in order to improve the quality of service 
    we deliver:

    a.  complaints about our relations with customers and our service
    b.  uneven customer satisfaction (some love us, others think we provide
        unacceptable service)
    c.  spotty customer service (we focus on some customers at the expense of 
        others)
    d.  uneven follow-through/follow-up to requests
    e.  limited evaluation of satisfaction/customer service.


3.  Next we looked at the goals, as a starting point, for this group:

    a.  customers are treated well. (zero complaints about staff)
    b.  customers are satisfied. (zero complaints about service/resources--they
        get what they pay for.)
    c.  Assignments/requests are sucessfully completed in a timely manner and 
        are accounted for.  There is a record of: 
                - who made the request/assignment; 
                - who is responsible for completin it;
                - when it is expected to be completed; and,
                - when it is accomplished.


4.  Next we looked at how much time we spend in each of these roles/functions.  
    Below is what we said.  Please review this carefully and let me know if it 
    needs to be corrected.  We gave rough estimates and now is the time to 
    refine those estimates if possible.


                                RJ    JU     DYB     DFB     JS     MS    TOTAL
                               ------------------------------------------------
Documentation                   0      3      0       0       1      0       4
Technical Problem Solving       0      0     13       5      10      0      28
   Installations/Upgrades       0      0      8       3       1      0      11
HELPDESK                        5      5     10       5       5      8      38
Training/Presentations/Demos    4     10      2       1       3      2      21
Instructional Tech. Services    0      0      2       0       1      0       3
Student Computing Support Serv. 0     15      0       0       0      0      15
Supervision of Student Assts.   0     10      0       3       2      0      15
Purchasing                      0      0     13       3       2      0      17
Development                     5      1      5       1       5      1      17
Planning                       10      1      5       3       5      1      24
Office Support                  1      0      2       0       2     16      21      
Public Service                  0      0      1       0       2      0       3
Supervisors Team               22      0      5       0       0      5      32
Network Services Team           6      3      0      23      20      0      51
Information Center              3      0      0       0       4      8      15
Misc. (letter of recommend.)    0      1      0       0       0      0       1
Non-Dept. Activity              1      0      4       0       0      1       5
                               ------------------------------------------------
                     TOTALS    56     48     68      45      62     40     318


Next meeting:  Friday, 2/24 @ 10am - Noon. (Kellas 217)



--------
APPENDIX
--------

Below is what was provided at the start of the meeting.  I added terms in ()'s to match it with the list of tasks identified on the spreadsheet  and from the 2/6 meeting about Distributed Computing's roles/functions:

Documentation for campus
Troubleshooting/problem-solving
   Technical support of Macs
   Troubleshooting/consulting with faculty and staff
   Troubleshooting/problem-solving
   Networking of desktop computers
HELPDESK information posted
Training programs
Instructional Technology for curricular development
   Classroom support
Operation of student computing centers
   Planning/organizing student computing
Student Assts. (all activities of supervision)
(Purchasing)
   Maximizing purchases/resources
(Development) 
   Making computing as easy as possible
   Technology leadership
   Internet evangelist
Planning
(Office Support)
   Budgets
   Office Management
   Reception for Carson Office
Public Service
(Network Services Team)
   TCP/IP services  (hosts)
   Supporting dial-in (Shiva)
(Information Center)
   Switchboard supervision