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Compact with Texans

Texas Tech University is a public, comprehensive research university committed to the creation, advancement, dissemination and preservation of knowledge. This commitment encompasses achieving excellence in the interrelated areas of undergraduate, graduate, and professional education; basic and applied research; and public service programs. The university’s educational role is to assist students to realize their potential in becoming scholars, professionals, citizens, artists, and scientists. The university’s research role is to provide an environment for the expansion of knowledge and to contribute to local, regional, and national priorities through basic and applied research programs, centers and institutes. The university’s public service role is to meet the educational needs of the region and the nation. 

Texas Tech strives to provide excellent quality education, research and service in an environment that is caring and friendly to all its constituents including students, faculty, staff, administration, alumni, parents and members of the greater community.

Customer Service Standards

TTU facilities will be easy to navigate with clear signage and be accessible for all people including those with disabilities. Clearly identified contact numbers and available hours for faculty and staff members will be communicated to customers. The phone systems will be customer-friendly with access to a “live person”.

Faculty, Staff, Administration:
Employees of the university will be educated in the service standards of the university; will exhibit customer friendly service skills; and be knowledgeable, professional and demonstrate optimal effort to meet needs and solve problems.

Employees will respond to customer requests in a clear, concise, and timely manner. Customers will be consulted regularly about the service provided and the results will be reported regularly to agency management. Employees will protect and uphold all aspects of confidentiality.

Internet Site:
The Internet site will be user-friendly, easy to navigate and contain up-to-date information that is useful to the customer. The site will offer key contact names, e-mail addresses and phone numbers for customers seeking further information. The site will clearly identify the date that the information is updated. The home page for the Texas Tech University System is www.texastech.edu. The homepage for Texas Tech University is www.ttu.edu

Timely service:
University faculty and staff will respond to customer requests for information as close to the time of the request as possible. Faculty and staff will update the customers about unavoidable wait times and offer other options to meet customer needs.

Printed Information:
Information will be available to the customers of Texas Tech using multiple media. Published information will be up to date and accurate and will be noted with the revision/review date.

Complaint Filing Process:
Texas Tech University seeks fair, just, and prompt solutions when possible to the complaints and grievances. Staff and student employees with a concern regarding their employment should contact their supervisor and should proceed in accordance with the operating policy listed below. Students wishing to discuss issues regarding university life, student rights and student obligations should do so at the Dean of Students Office. Faculty should address concerns in accordance with the Faculty Grievance Procedures published in the Faculty Handbook and in the university Operating Policies and Procedures Manual

Individuals who have complaints about a customer service issue should address the concern to the department head in the area involved. If the issue is unresolved, complaints should be directed to the division vice president or the college dean. The Customer Service Representative may be contacted for issues unresolved at the division/college level or if the customer needs assistance in directing the complaint. 

Talent Management
Human Resources
Texas Tech University

PO Box 41093
Lubbock, TX  79409

Student Complaint Procedure 
In general, students wanting to question the action of an individual or department should direct their questions to the persons responsible for the individual or department. Specific information regarding student grade appeals is located in the Operating Policies and Procedures 34.03 or in the Student Handbook Part II, Section B. Academic Integrity. Information regarding sexual harassment concerns may be found in the Operating Policies and Procedures 10.09 and in Part V, of the Student Handbook. 

General Grievance Policies and Procedures for students are located in the Student Handbook, which can be viewed at http://www.depts.ttu.edu/dos/handbook/.

Staff Complaint Procedure 
In instances in which a problem is of such a nature that a resolution cannot be obtained through informal discussion with the immediate supervisor, the employee may present a complaint or grievance in accordance with the established Operating Policies and Procedures 70.10 and Operating Policies and Procedures 70.28. Employees may present complaints or grievances without retribution. Employees having a complaint or grievance arising from a work-related incident should first discuss the complaint with the immediate supervisor within ten working days of the incident causing the complaint. Operating Policies and Procedures 70.10 and Operating Policies and Procedures 70.28 explain the detailed steps and response times for staff and administration. These policies are located on the Texas Tech University website at http://www.depts.ttu.edu/opmanual/OP70.10.pdf and http://www.depts.ttu.edu/opmanual/OP70.28.pdf. Another reporting vehicle is supported through Operating Policies and Procedures 10.14 and is located on the Texas Tech University website at http://www.depts.ttu.edu/opmanual/OP10.14.pdf. These are also in the Operating Policies and Procedures Manual located in each department.

Faculty Complaint Procedure 
Texas Tech University has established procedures to address grievances of faculty members and provides a mechanism for resolving them. These procedures are explained in the Operating Policies and Procedures 32.05 and are available in printed copies of the Operating Policies and Procedures Manual and in the Faculty Handbook. The policies are available on-line at http://www.depts.ttu.edu/opmanual/OP32.05.htm. The procedure begins at the level of the complaint. Mediation is an option and failing a positive outcome, timed specific steps are explained in the operating policy.

Performance Measurement

Annual surveys are conducted to measure student satisfaction with the services of the institution. In addition, individual departments conduct surveys, use focus groups and advisory boards to monitor customer satisfaction. The institution provides customer service training for the employees of Texas Tech and recognizes and rewards excellence in customer relations.