Shocker PROUD Service Standards
Wichita State University desires to create a strong community wherein everyone has an exceptional experience. One element to creating this community is to have a set of service standards that we all exhibit every day. We have adopted a set of Service Standards, known as Shocker PROUD – Professional, Responsive, Open, Understanding, and Dependable. These standards identify common things we can all do to create a welcoming environment at the university. Our Service Standards also supports the Vision, Mission, Values and Goals of WSU and are tied to the University’s Strategic Enrollment Management Goal 1: Develop activities that foster a culture of enrollment growth among faculty, staff, and students.
GOAL 1: Develop activities that foster a culture of enrollment growth among faculty, staff, and students.
Strategic Enrollment Management Plan
Wichita State University
History of Shocker PROUD Service Standards
September 2017
In September 2017, Wichita State University embarked on the development of service standards. One hundred sixty faculty, staff and students participated in focus groups with representation from nearly every university division and department. Attendees participated in a 30-minute exercise to generate ideas for service standards.
Feedback was consolidated from all focus sessions and main themes emerged. The University then sought additional input on how we wanted to express our service standards. Consensus supported having a more spirited format, but to also include behaviors that exhibit the standards.
November 2017
In November 2017, the themes were presented to the Strategic Enrollment Management team and the Student Affairs Advisory Board to receive input.
Strategic Communications worked on creating Shocker PROUD – Professional, Responsive, Open, Understanding, and Dependable.
January 2018
In January 2018, these service standards were approved by the President’s Executive Team. The standards were also adopted by all affiliates (WSU Foundation, Athletics, RSC, and WSU Tech) for partnership in supporting and promoting the standards throughout the entire WSU community.
January - March 2018
From January through March 2018, initial communication rolled out to employees and Service Standards competencies were implemented into the myPerformance 2018-2019 USS and UP nonteaching performance evaluation to replace the Customer Focus competency. The evaluation launched in March 2018.
May 2018
Beginning May 2018, the University's focus was on marketing and communication. Letters and business cards containing information about Shocker PROUD were sent to all WSU and affiliate employees, along with daily communications that included videos announced in WSU Today. A new Service Standards resource website was launched, and the service standards began being introduced during bi-weekly new employee orientation for benefits-eligible employees. New display signs were installed next to WSU's Vision, Mission, and Values signage in main locations, along with posters for display in additional buildings and departments.
Fall/Winter Semester 2018 - Current
WSU Service Standards was added into myTraining as part of the University's professional development opportunities. This free training class, identifies common things Wichita State University employees can do to create a welcoming environment at the university, and explores in detail how to ensure that all faculty, staff, and student employees are providing excellence service to everyone we encounter every day.
SME: SP/SRAP
Revised: 3/23/2020 SRAP