Describe a common story in your organization and discuss its
implications on the organization. Does this story promote the goals and ideals
of the organization? Does it help describe "who we are and what we stand
for?" What is the story's impact on the culture of the organization?
A common story in my organization is the legend of the “Riddle
Runaround.” Interestingly enough while many Embry-Riddle students know of this
story and University term, I have to admit I never knew how viral this legend
was actually was. To ensure that this term, that Embry-Riddle students commonly
use was an actual “story” of the organization, I googled “Riddle Runaround” and
instantly the term and its definition came up under UrbanDictionary.com. The
definition for this term was listed as follows; the
act in which employees and staff of Embry-Riddle Aeronautical University give
students a "Runaround". The runaround typically consists of having
students refer to other departments for answers that no one has answers to or
is unwilling to assist in.
After looking up the definition of the Riddle Runaround, I also
researched a bit more into the topic and found a number of blogs, comments and
websites referring to the issue the Riddle Runaround provides students. The
issue of this term unfortunately does not offer the implications of how
Embry-Riddle would like their current or future students to perceive their
University.
I do not believe that this particular story of the University
promotes the goal and ideals of the organization in any way as the Riddle
Runaround is used in a negative manner to describe how students are not being
assisted to the fullest extent that they should be and that they are
continuously handed off from department to department with no one really
searching for the correct answers to their questions. As an Embry Riddle
student and graduate, I would have to admit that I have received the Riddle
Runaround a number of times and would also have to admit that there are
departments and individuals who do not offer the customer service you would
expect at such a well known University. There have been many occasions in my
time with Embry-Riddle where I have needed assistance and have received almost
no help at all.
While I do understand that there are certain circumstances where a
particular department may not be able to assist you further or certain
instances where nothing can be done in a particular situation due to University
policy and procedure, I strongly believe that there are those individuals who
work for many Universities such as Embry-Riddle who do not offer the help they
should considering the issue may lie with their department or area. I have
realized in my time with the University, as a student and even as an employee
that there are individuals who are unmotivated, and do not take the extra
initiative to assist prospects or students with their questions.
As a student I was frustrated with the Riddle Runaround and used
the term extensively, however as I am now an employee for the University, I am
a little saddened when I hear the term as I feel as though I do my best to try
and provide the best customer service possible to my prospects and students. While
I know that there are individuals who do not overextend themselves to their
students, I feel as though the term of the Riddle Runaround labels most or all
of Embry-Riddle’s faculty, staff, and employees, which just is not true.
This “story” does not describe the organization as a whole and
what we stand for. Embry-Riddle is an amazing University which offers top notch
education and prepares their students for real world interactions and experiences.
Embry-Riddles mission as an educational institution is to teach
the science, practice and business of aviation and aerospace and prepares
students for productive careers and leadership roles in service around the
world. Their mission is to be the world's source for innovation and excellence
in aerospace education and applied research. While the mission and vision
statements of the University do not mention customer service. I believe it is
the responsibility of each faculty and staff member to remember that to achieve
our mission and vision statements, we must start with our students and
providing the absolute best customer service we possibly can to ensure we gain
and more importantly retain out students from prospect all the way through to
graduation.
While
it is possible that the University will never rid of the story of the Riddle
Runaround, I do hope and feel that with time, students will start to see how
hard many of Embry-Riddle’s employees do work to strive to achieve continued
progression toward their personal goals of excellence in not just educational
opportunity but customer service as well.
Cassandra R.
