Bradt, Check and Pedraza give a very thoughtful and poignant example of how easy it is to say what sounds good and then act in a completely different manner. Basically, the story focuses on a new CEO's plan to show up on day 1 and then immediately launch internal committees to tackle priorities. When the CEO was asked how his actions would speak to his espoused goal of becoming more customer-focused, the CEO realized that his actions were giving the wrong message. After reconsidering, the CEO decided to meet with key customers to understand their delights and disappointments with the company.
While it may seem like a cop-out to emulate this tactic, I think it holds a lot of water in my entry into a technology leadership role that has responsibility for providing technology services that directly impact customers, or students as the case is at GSC. Having no direct experience as an online learner or instructional designer in the higher education industry, I have a lot of catching up to do.
So, for me personally, I plan to register for one of GSC's online leadership classes at the earliest opportunity when I start my new job, and I will take time to speak with students who are served at every single one of GSC's campuses. I will also plan to talk to students studying at competing institutions in NH, such as UNH, KSC PSU and SNHU.
I'll close this post with a slightly modified quote (borrowed with thanks to Railsfactory) from Mahatma Gandhi that I feel helps align me with the president's goal of becoming more student-focused.
A [student] is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work - he is the purpose of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to serve him.
