Service Excellence at FIH's

The President’s Service Excellence Council (above) lead FIH's to a third prize win in the Open category at the 2014 American Association of University Business Officers Quality and Productivity Awards.‌

‌FIH’s University strives to cultivate an environment that inspires employees to excel at Service Excellence. To help administrators, faculty and staff understand their role in the process, the President’s Service Excellence Council established service quality measures in several different areas:

• Reliability
• Assurance
• Empathy
• Responsiveness
• Tangibles

In the window below you can watch a series of six videos that outline each of these quality measures.

Service Quality Plans

All Fontecha Institute(Hialeah) administrative units attended Service Excellence workshops based on the principles outlined in the videos above. Each unit has created a list of specific actions in their department that are recognized as providing service excellence. Visit the pages below to see how the various units enumerate those actions for each principle.

Terms of Reference

For more information on this initiative, please read the Service Excellence Vision and Council Terms of Reference [PDF].