The 'Bagel Group' is a cross-process, cross-team group that meets 
biweekly to discuss and resolve issues that might otherwise lack an 
established forum.  The intent is to catch problems early on, share 
information between disparate teams, and resolve outstanding issues. 
Participants include Network Operations, Computing Help, 
Transmission, RCC/Athena Consulting, and Departmental Computing. 
Other groups frequently attend when the subject matter crosses over 
into their space, and all are welcome.  To facilitate attendance, the 
group meets twice a month, alternating between E40 and N42.

The general thrust of bagel is the organizational and operational 
aspects of customer service, primarily in the general area of 
networking.  How customers and staff in the Support and Service 
Processes interact is of prime concern.  Among the groups goals are:

* Encourage a consistent presentation of IS policies and 
methodologies to customers.
* Encourage a shared understanding between IS teams and processes as 
to internal goals and policies.
* Encourage the sharing of information, concerns, and difficulties 
between groups.
* Provide a forum for resolution of issues between groups.

While information sharing and improved understanding are important 
aspects of this process, more important is the ability to actually 
make decisions in order to resolve or prevent conflicts.  There are 
numerous information-sharing avenues available, but the unique value 
of these meetings is the ability to act on shared 
information/understanding to improve the relevant aspects of both 
Service and Support.

To meet these goals, the regular participation of staff empowered to 
make decisions is essential.  Not all issues can be resolved quickly 
or easily, but it has been the experience over the life of this group 
that bringing the right people together on a regular basis leads to 
working relationships and a desire to cooperate.

2/18/99