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Quality & Institutional Effectiveness

Customer Focused

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Customer Focused Charter

Customer Focused


  • Identify key customer segments.
  • Research and recommend best practice for customer focus and engagement.
  • Define/Recommend “Voice of the Customer” strategies to be used at all levels of the organization.
  • Receive, coordinate and recommend action based on feedback from student/customer advisory committees.
  • Define strategies to stay engaged with key customers, stakeholders and partners and; evaluate the effectiveness of those relationships.
  • Serve as the advisory committee to the College’s Ombudsman.
  • Recommend and review policies and procedures for customer input, complaints, appeals, dispute resolution, and student conduct and discipline..
  • Provide oversight, receives reports and recommends action to the following committees:
    • Academic Council
    • Foundation Studies Workgroup
    • Achieving the Dream Coordinating Council
    • Curriculum Committee
  • Participate in the review and development of policies and procedures required to support the customer focus purpose and goals.


The Customer Focused Committee is made up of the following members:

Cindy Allen 01-13-11
Tina May 01-14-11
Martha Petry 02-28-11
Mona Baarson 01-14-11
Sandra Phelan 01-14-11
Michelle Shields 01-14-11
Charlotte Finnegan 01-14-11
Jason Valente – Chair 08-19-11
Jeremy Frew 05-19-11
Karen Marler 01-14-11
Dotty Karkheck 05-19-11