Mission

Auxiliary Services advances Lehigh’s goals and objectives through our business units and business partners.  We are charged with delivering forward thinking services and campus solutions in a fiscally responsible manner.

FY25-26 Goals and Objectives:

1. Leverage our Feedback Loops

Objective: Leverage feedback channels with students, faculty, and staff to better understand their needs, remove friction, and deliver meaningful improvements. Examples include:

  • Utilize real-time feedback tools (surveys, QR codes).
  • Review insights monthly and communicate actions taken (“You said, we did”).
  • Ensure feedback informs at least 3 service improvements this year.

2. Foster Continuous Improvement (Monthly Meetings)

Objective: Build a culture of ongoing problem-solving and service excellence by hosting monthly “Elevate Sessions” focused on process efficiency and user experience. Examples include:

  • Dedicate each session to addressing a key customer challenge or opportunity.
  • Track action items with clear owners and deadlines.

3. Grow Through Learning (Book Club)

Objective: Strengthen team engagement, collaboration, and growth by launching a professional development book club that connects learning to our mission of service. Examples include:

  • Read The Customer Excellence Enterprise.
  • Hold monthly discussions linking ideas back to campus operations.
  • Capture takeaways and apply them to real-world improvements.

4. Innovate Services

Objective: Pilot and launch new solutions that enhance the daily campus experience, driving innovation and value for the Lehigh community. Examples include:

  • Introduce at least 2 pilot programs or enhancements in 2026.
  • Partner with trusted vendors and campus stakeholders for innovation opportunities.
  • Scale at least 1 successful pilot university-wide by year’s end.

5. Leverage Data for Decisions

Objective: Use data and analytics to anticipate needs, optimize operations, and guide decision-making that directly improves the user experience. Examples include:

  • Collect, track, and analyze key performance metrics (response times, satisfaction, service usage).
  • Share results transparently at least twice per year.
  • Apply insights to at least 3 targeted processes or service improvements.

6. Recognize and Celebrate People

Objective: Build a culture of recognition that values contributions, celebrates service excellence, and motivates continuous improvement. Examples include:

  • Highlight at least one story of service excellence each month.

Celebrate quarterly with team recognition events or spotlights.

Strategy

The most effective strategy for fulfilling our mission and achieving our goals and objectives is to be disciplined about building a cohesive leadership team, clearly articulating our purpose (“reason for being”), holding one another accountable for business results, and communicating effectively with our stakeholders.  

Values

Our values are the same as the University. The following descriptions were created to guide expectations for all F&A staff members and business partners. 

Integrity and Honesty: Result in mutual trust by opening communication without fear, encouraging productive debate, and collaboration for the strongest solutions;

Equitable Community: Embodies F&A’s sincere caring and respect for every member of our community which is essential to developing and unleashing our potential;

Academic Freedom and Intellectual Curiosity: Drives and supports a culture of learning characterized in F&A by creativity, adaptability and innovation in providing quality services to enable faculty, staff and students;

Collaboration: Produces the highest quality solutions through mastery of partnership skills such as team decision-making, sharing challenges, problem solving and communicating key learnings;

Commitment to Excellence: Practice self-discipline and follow-through to keep promises and consistently deliver quality services credibly, competently, accountably, responsively, and transparently;

Leadership: Exercise stewardship with today’s resources and invest, through intentional planning and future focused thinking, in tomorrow’s success thereby creating and shaping an inspiring vision for the future.