Cornell College Assessment (Sodexo Dining Service)

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1 Cornell College Assessment (Sodexo Dining Service) My goal for this process is to find ways in which Sodexo and Cornell s missions can both be accomplished while meeting the diverse goals of the students, clients (Cornell), and the company (Sodexo) that my staff and I serve. Cornell College Mission Statement The following statement regarding the mission of Cornell College was ratified by the Cornell College Faculty on March 6, 1990, and adopted by the Board of Trustees on May 18, The Aims of Cornell College Cornell is an independent, coeducational, residential liberal arts college, established in 1853, nurtured by the United Methodist Church, and dedicated to fostering intellectual, moral, and personal growth. The College is committed to sustaining a community devoted to liberal learning and democratic values. To this end, it seeks to provide a caring environment for living and learning, characterized by close relationships, physical and emotional well-being, appreciation of diversity, affirmation of equal opportunity and academic freedom, and respect for the dignity and worth of each individual. Cornell College endeavors to provide opportunities for pursuing liberal education that allow Cornell students to: explore widely the range of human experience and investigate carefully the work of a chosen discipline; analyze problems and synthesize solutions; integrate theory and practice; and read critically, reason effectively, engage creatively, feel deeply, evaluate fairly, respond imaginatively, communicate clearly, and act responsibly. Cornell College endorses liberal education as an end in itself and as a means of empowering students for leadership through productive careers and humane service in the global community.

2 As I read Cornell s mission 4 points come to mind: Provide an environment in which the community can foster personal growth free of any discrimination. Provide for the nutritional needs of the community so they can meet there physical and emotional well being. Help educate the community about diversity, other cultures, and the global community in which we all live though the food, programming, and the services we provide. Provide an atmosphere where student employees can learn about leadership, communication, and responsibility where they can apply that to the future careers. Sodexo's Mission is Twofold: Improve the Quality of Daily Life of all the people we serve. Contribute to the economic, social and environmental development of the communities, regions and countries where we operate. Our Values: More than 97% of our employees are in direct day-to-day contact on our sites with our clients and consumers. This demands exceptional human qualities and specific behaviour that we call: Service spirit, Team spirit, Spirit of progress. Our Ethical Principles: Loyalty; Respect for people; Transparency; Business integrity Our Global Ambition: Sustain 7% annual average revenue growth. Reach an operating margin of 7%. Become a global leader in each of the client segments we serve. Provide a social springboard for our employees' development. Make Sodexo a globally known, loved and chosen brand.

3 As I read through Sodexo s mission I see similarities with Cornell s mission. They are as follows: Improve the life of all individuals we serve Contribute to the global & local communities Operate with 5 ethical principles: Loyalty Respect Transparency Integrity Individual Dignity and Growth I currently have 4 assessment tools that I use: Clients for Life Client Surveys Sodexo Student Satisfaction surveys Cornell Student Service survey

4 Clients for Life Clients for Life is a term we at Sodexo use internally to describe our client retention process. We are committed to lasting client relationships. Sodexo provides a framework to help us understand what is relevant to you as our client and to ensure that our technical delivery meets your expectations over time. First, we enter into relationships with the right clients and under the right terms. As basic as this may seem, right clients, right terms provide clarity in defining our goals and our clients' goals so that a successful partnership may develop. The next critical stage in establishing a life long partnership is developing the contract to your expectations. We ask to meet with all of the key decision makers from your organization so that we may understand all expectations. Before the contract is signed, all parties understand all expectations and agree to deliver on them. Understanding that new expectations may arise with changing circumstances, we build in several opportunities to review our performance and set new goals. Quarterly Meetings with our operations team provide a formalized setting to discuss achievements and future plans. Annual Expectation Meetings give us the opportunity to evaluate our performance for the entire year and revisit your objectives for the coming year. Client and customer surveys, conducted by an independent third party, are checkmarks to help us refine our delivery to your customers and other key stakeholders.

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6 Client Surveys All Key Players in your organization will be sent a survey annually to assess our delivery. From these surveys we will create an action plan to help define and meet each Key Shareholders needs. This process is ongoing

7 Customer Surveys All Students will be surveyed 2 per year. These surveys ask various questions that are broken down into 4 categories and a composite satisfaction score. Overall Satisfaction Score Dining Atmosphere Hours of operation, cleanliness, and convenience Customer Service Staff helpfulness & appearance, Management availability & responsiveness Quality of Food Safe handling, appealing presentation, and High Quality & Fresh ingredients Menu Variety, trends, and healthy options

8 Cornell Student Satisfaction Surveys