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CONTINUOUS IMPROVEMENT

CONTINUOUS IMPROVEMENT

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CONTINUOUS IMPROVEMENT

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  1. CONTINUOUS IMPROVEMENT TEAM ONE EXECUTIVE BRIEFING

  2. John Beisner president’s office Jim Blackburn admissions & records Kevin Colaner school of H&SS Joyce Cross business and financial affairs Dolores Daoud business and financial affairs Nancy Dority admissions & records Joe Ferrer parking & transportation Don Martin school of HDCS Tom Mauch university outreach Kandy Mink vice president for student affairs Chuck Moore enrollment management Norm Page speech communication Cheryl Perreira business & financial affairs Judith Ramirez child/family & community services Jessica Schutte office of financial aid CONTINUOUS IMPROVEMENT TEAM ONE MEMBERS

  3. Develop recommendations that simplify, clarify and coordinate pre-admission, admission, enrollment and registration for new and continuing students. OUR CHARGE

  4. PROCESS • Confirm that a problem does exist • Determine the problem’s breadth. • Determine the problem’s root causes • Develop solutions that address root causes.

  5. Confirm that a problem does exist. • Coordination difficult due to number of actions students must complete

  6. Complete Application Submit Application Communication Acceptance Financial Aid Required Exams Intent to Register and Deposit Final Transcripts Obtain Student I.D. Class Schedule published Registration materials mailed Advisement Registration Fee Payment/Waiver Class Schedule determined University Census Required Enrollment Activities

  7. “At Cal State Fullerton, staff have treated me with respect and courtesy” Source: “How are Freshman Treated?” Student Affairs Research Center 1998

  8. “I Often Get ‘Passed the Buck’ ” Source: “How are Freshman Treated?” Student Affairs Research Center 1998

  9. Determine the problem’s breadth. • There are few mechanisms in place to obtain feedback from students regarding assessment of services received • There is no clear direction as to how to translate technology into better service

  10. Determine the problem’s root causes. • Lack of vision • Lack of coordination among service providers • Unclear vision of target student population • Fragmented communication • Increased workload in key service centers • Translating technology into better service • Competition for finite resources • Competition for students has increased

  11. Develop solutions that address root causes.

  12. RECENT EFFORTS • Reorganization of University Outreach to report to Enrollment Management • Review of all campus publications and message • Imaging projects • Mandatory freshman advisement

  13. Communication Resources Coordination Solution Matrix Vision Assessment Publications

  14. COORDINATION • Structures • Staff • Forms • Training • Academic advisement • Campus-wide calendar

  15. COMMUNICATION • Inquiries • Mailings • Web site • Registration • Staff training • Student Orientation

  16. RESOURCES • Staffing • Degree Audit and Records System (D.A.R.S.) • Titan Card • Equipment • School-based advising system

  17. PUBLICATIONS • Student-Centered • Coordinated, consistent message • Funding • Timeliness

  18. ASSESSMENT • Qualitative • Quantitative

  19. Communication Resources Coordination Solution Matrix Vision Assessment Publications