IIT Controller's Office -- Division of Business & Finance

Organizational Mission and Standards

The Business and Finance Organization will deliver the highest quality business and finance services, in the most efficient and effective way possible, to serve the needs of our students, faculty, fellow staff and business partners.

We will:

• Demonstrate the highest level of professionalism
• Respond promptly to customer requests
• Partner with our customers to solve problems
• Evaluate key processes to reduce cycle time and improve efficiency
• Ensure continuous communication and regular feedback mechanisms are in place.

We will act with fiscal responsibility and follow university policies and procedures to achieve results. We will endeavor to provide comfortable, clean, safe and secure facilities and environments.

We recognize that our people are our greatest asset. Through listening, coaching, training and performance feedback, we will empower our people and our work teams to build a caring, customer-focused environment.

Standards Defined

• Every customer contact deserves personal attention and a caring attitude
• Each of us will be courteous and friendly in all interactions
• In difficult or complex situations, we will partner with our customers, demonstrating a helpful attitude and problem solving approach.
• Our staff will be trained to effectively perform their job. If issues arise that are beyond our capabilities, we will communicate process and organizational limitations in a professional manner
• We will keep our commitments and demonstrate reliability
• If a customer interaction results in conflict or disrespectful behavior, we will demonstrate the competency to work through this challenge with an attitude of resolution

• All customer requests will be responded to within 24 hours or sooner, giving status or expected time to resolution
• All customer requests that can not be responded to immediately will be logged and tracked for process evaluation, status and follow up
• We will strive for honest communication of organization constraints that may affect our customers' requests

• When a problem occurs, staff members will partner with our customers, take ownership of the problem solving effort to include cross-departmental coordination, and identify the root cause with a recommended solution

• Every department will document the business processes for which they are responsible with performance metrics and ownership for each
• Cross-departmental processes will be identified and documented with clear ownership assigned. Customers will be properly directed across departments when faced with cross-departmental issues or requests.
• Every staff member will insure they understand the work processes for which they are responsible and provide input for improvement based on customer feedback and recurring problems.
• Those processes and procedures causing the greatese customer dissatisfaction will be the focus of aggressive improvement efforts. Feedback on improvements will be communicated regularly.

• We will develop effective communication mechanisms to keep our customers and each other informed
• We will develop effective feedback mechanisms to insure customer and staff feedback is collected, evaluated and used
• Our departmental and organizational improvements in customer service will be driven by communication partnership involving staff, faculty and students.
• We will continuously seek feedback from our partners and inpust from staff and we will communicate organizational capabilities and progress on regular basis.