Institutional Effectiveness – Conducting surveys and focus groups with students and staff and data analysis during spring 2013, an exceptional customer service philosophy will be defined for Richland College. In Year One this action plan will be targeted on the Thunderduck Hall services experience, and implementation will commence in June and July 2013 to impact the fall experience for students. Professional development will be identified, designed, and conducted with staff in integrating strategies and techniques needed to employ exceptional customer service as defined. In Year Two, the cycle will start again and be directed at employing the exceptional customer service philosophy in instruction and support services areas.