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Innovations in Student Service: Models for the e-revolution

Innovations in Student Service: Models for the e-revolution. Darlene Burnett Consultant Regina Kleinman Seton Hall University Rita Owens Boston College. EDUCAUSE October 2000. Understand Market Direction and Forces. Make it Happen. Align Vision to the Market.

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Innovations in Student Service: Models for the e-revolution

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  1. Innovations in Student Service: Models for the e-revolution • Darlene Burnett Consultant • Regina Kleinman Seton Hall University • Rita Owens Boston College EDUCAUSE October 2000

  2. Understand Market Direction and Forces Make it Happen Align Vision to the Market Continuous Planning Cycle 1 Create the Blueprint Research Best Practice Services Redesign for the Market “Supporting the Education e-Volution,” Klenk, Burnett and Ramos, 2000. Transformation Process

  3. Elements of Change • People • Process • Technology

  4. Best Practices • Physical One-Stop-Centers • Web Services • Phone and email support

  5. Best Practices & Institutions

  6. Planning for Transformation • Regina Kleinman Seton Hall University

  7. The Case for Change:  New leadership and desire to transform the institution  Engaged in a University-wide Diagnostic Review  It found processes to be fragmented, causing student run-around, inefficiencies  And, overly-specialized staff - not able to provide holistic service

  8. Elements of the Redesign:  Four departments merged into Enrollment Services(Admissions, Registrar, F. A., Bursar)  Web self-service technology for students and faculty  Service counter staffed by generalists . . .  And, specialists to bring depth of subject matter expertise  Department organized into teams

  9. Launching Implementation:  First thing--started cross-training  Then, built the prototype of Enrollment Services  Designed and renovated the physical facility  Described new job roles and responsibilities, and staffed the new organization  Implemented web services for students

  10. Transitioning to the New Organization:  Ambition runs ahead of technology - number of staff is reduced too soon Entrenched management find it hard to overhaul their processes and their professional lives  Entrenched union personnel did not want to leave their functional silos  Turnover in personnel - this is both good and bad

  11. Taking Implementation Into Operation:  New leadership gets the plan back on track  The service counter is expanding to include a call center  More technology being introduced : - Imaging and Scanning - Electronic Forms - work flow - Web services for faculty

  12. One-stop and Web services at Boston College • Rita Owens Boston College

  13. Boston College Office of the Executive Vice President

  14. Symbol for change (Δ) Goal Transform management of the university Scope All University activities outside of the classroom outside of the research lab Project Delta

  15. Dramatically increase service levels students faculty parents alumni Significantly reduce costs Objectives

  16. Modernize technology Become change adept Offset new academic investments Meet student and parent service expectations Benefits

  17. Student Services Improved Service Delivery for Our Students ID Services Financial Aid Records & Transcripts Student Loans and Accounts Meal Plan Services

  18. Rita

  19. Agora • Current services • View photo class list • Create e-mail listserve options for classes • Add money to meal plan account • Change personal information • Complete medical waiver and Stafford loan entrance counseling requirement • View course history, course schedule, grades, student account

  20. Document ManagementFolderWave • Automates back end financial aid processes • January 2001 pilot • All documents scanned by service agency • Full workflow to individual specialists • Major ROI

  21. Forum co-hosted with BYU8/20008/99 SCUPBook7/99Fourth Forum co-hostedwith Delaware8/99 SCUPandIBMcreate PBS Special 2/00 Innovation in Student Services Forum8/97 Innovation inStudent Services Forum8/96;APQC Study11/96 IBM Best Practice Study begins11/95 1999 6th annual forum Boston 8 1-4, 2001 1997 1996 1995 The IBM Best Practices Group Researches Student Services Trends and Innovative Practices Third Student Services Forum co-hosted withBYU 8/98 2000 2000 1998

  22. Babson college Ball state university Boston college Byu Carnegie mellon Colorado electronic CC Fordham university Indiana university Johnson cty. CC Oregon state Seton hall university Southern alberta institute of technology University of british columbia University of delaware University of minnesota University of north carolina at greensboro University of pennsylvania Wiche IBM Best Practice Partners

  23. Louisiana state university Purdue university - calumet Tufts university University of texas - austin IBM Best Practice Partners 2000

  24. Questions • Darlene burnett mdburn@ibm.Net • Regina kleinman kleinmre@shu.Edu • Rita owens rita.Owens@bc.Edu • Presentation Seton Hall • BOOK www.Scup.Org/pss/ • FORUM www.ibm.com/solutions/education/events

  25. Orientation Financial Aid Registrar Admissions Student Accounts Attendclasses ! Prospect Graduate AcademicTracking . . . NOT this way!

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