Staff honoured at Service Excellence Awards

True to form, senior reference librarian Frances Montgomery was thinking only of others when she accepted a Carleton Service Excellence Award.

“It’s wonderful because really it’s not just about me but my whole team,” said Montgomery. “They’re very special. I work with wonderful people.”

Montgomery was one of many Carleton staff honoured at a luncheon held in February where the Service Excellence Awards were presented in recognition of employees performing above and beyond the call of duty in their service to the university community.

The awards were given in three categories: Service Excellence by an Individual, Service Excellence by a Team and Service Excellence for Process Improvement. The selection committee focused on individuals and teams who were responsive, innovative, efficient and professional.

Described by those who nominated her as the “secret weapon” of the library who is always available to help and answer any questions, Montgomery insisted her co-workers push her to do her best.

Darlene Hebert, of Systems and Computer Engineering, joined Montgomery in winning in the individual category.

“Darlene goes beyond her nominal list of duties, providing exceptional service to our Chair, our faculty, our students and to her staff. In many ways, Darlene is the heart of our department,” is how Hebert’s nominators described her.

In the team category, the CCS Web Project Team was recognized for their innovative work in the world of the web. The Admissions Lean Team and the Faculty of Graduate Studies and Research’s Business Process Review Team shared the honour in the process improvement category.

Duncan Watt, vice-president (Finance and Administration), presented the awards and said the sheer number of nominations received was overwhelming for the selection committee.

“It was a very difficult decision. We were really impressed with both the quality and the quantity of the nominations this year.”

The Service Excellence Awards replaced the annual Customer Service Awards which were established in 2001 to recognize the work of employees from the Finance and Administration division. Watt says it was always the plan to broaden the program and include the entire campus.

“There are a lot of very good things going on in the university today and I think this service excellence initiative will give us the framework to recognize them.”

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