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The Devil Is In the Details

The Devil Is In the Details. MACRAO Annual Conference November 2018. Introduction. Sherri Hendrix Spring Arbor University Registrar 2 years at SAU this coming December 1 16 years cumulative higher ed experience Resident director/cheerleading coach Business office manager

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The Devil Is In the Details

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  1. The Devil Is In the Details MACRAO Annual Conference November 2018

  2. Introduction • Sherri Hendrix • Spring Arbor UniversityRegistrar • 2 years at SAU this coming December 1 • 16 years cumulative higher ed experience • Resident director/cheerleading coach • Business office manager • Assistant to the Provost/Academic Projects Coordinator • Registrar for 6 years cumulatively

  3. Introduction

  4. Introduction

  5. Introduction

  6. Introduction Implementation of the Spring Arbor University Start-up Success Support Team for new academic programs.

  7. Introduction Devil-may-care: Our Problems The Devil’s Due: Our Plan Speak of the Devil: Our Failures Devil’s Advocate: Our Improvements What the Devil?!: Our Successes The Devil We Know: Our New Challenges

  8. Devil-may-care: Our Problems

  9. Devil-may-care: Our Problems • Problem #1: Approval Process • Approval Forms • Inconsistent use • Incomplete information • Used improperly • Unclear/inconsistent communication • Unclear responsibility assignments

  10. Devil-may-care: Our Problems • Problem #1: Approval Process • Unclear definitions of “approval” • Few written approval policies/procedures • What needs approval? What group/s approve/s? • No enforcement of the few policies • Departments had “carte blanche” depending on which administrator was over them.

  11. Devil-may-care: Our Problems Problem #2: No Coordination of Launch • Departments met with multiple support areas separately • Piecemeal launch/development plan • Misunderstandings • Inconsistent rumors • No defined launch dates because we were not ready • Some key areas not consulted • Missing support plan for that area • Key logistics left undone

  12. Devil-may-care: Our Problems Problem #3: No Coordination of Launch “We’ll figure it out eventually" mentality

  13. Devil-may-care: Our Problems Primary Results of the Problems

  14. Devil-may-care: Our Problems Primary Results of the Problems • Support areas unprepared to handle new program • Admissions processing confusion • Advising confusion • Classroom scheduling conflicts • Support staff not assigned to support new program • Online course development without approval • Library resources undeveloped

  15. Devil-may-care: Our Problems Primary Results of the Problems • Reactive to problems discovered through… • Student complaints (usually registration or billing problem) • Happenstance (E.g. Education courses) • System errors (program set up improperly) • Inefficiencies • Unnecessary or duplicated work

  16. Devil-may-care: Our Problems Primary Results of the Problems • Most importantly… Poor student service/experience!!

  17. The Devil’s Due: Our Plan

  18. The Devil's Due: Our Plan In one of our “fix it” meetings: • Impromptu discussion: we need a more proactive solution • Idea emerged • We need to vet the program to offer suggestions and be on the same page • Vetting group should be comprehensive representation • We need support from administration to formalize the group and enforce the vetting process

  19. The Devil Defined: Our Plan Step 1: Obtain Support • eLearning director, IT programmer and I met with AVPAA to pitch the idea. • AVPAA gave thumbs up, but made suggestions to “give it some teeth and a better chance of success.”

  20. The Devil's Due: Our Plan Step 1: Obtain Support • Give it an official name and assign a chair • Obtain faculty approval through Faculty Senate • Make sure faculty retains approving authority • Make sure Senate understands benefits • Figure out a way to enforce vetting by the group without an administrative mandate

  21. The Devil's Due: Our Plan • The other three felt the registrar was the logical choice to be the chair. • Senate member • Involved in many committees • Hub of the campus • Title holds influence and authority without being a top administrator

  22. The Devil's Due: Our Plan • After several attempts at a name, we landed on Start-up Success Support Team (SSST) This team will support program start-ups in anticipation of successful launches and ongoing excellent support services.

  23. The Devil's Due: Our Plan Step 2: Write the Proposal • After five drafts, this is a summary of the proposal. Part I: Background for Proposal In this section, we explained how the idea for the SSSTformulated out of a desire to better support new programs and provide more effective service to students in those new programs.

  24. The Devil's Due: Our Plan Step 2: Write the Proposal Part II: Benefits of the SSST We explained how the SSST would benefit the institution. • Efficiency: one meeting with all parties at once. • Proactive solutions rather than reactive problem solving. • Communication, collaboration and planning for smooth implementation.

  25. The Devil's Due: Our Plan Step 2: Write the Proposal Part III: SSST Composition Registration and Records ▪ Financial Aid ▪ Business Office ▪ Admissions ▪ eLearning ▪ IT ▪ Academic Affairs ▪ Marketing and Communication ▪ Library ▪ Institutional Research ▪ HLC Liaison Program Advisor ▪ other appropriate personnel as needed

  26. The Devil's Due: Our Plan Step 2: Write the Proposal Part III: Composition of the SSST The chair of the SSST will be the registrar who will call the team together and coordinate communication.

  27. The Devil's Due: Our Plan Step 2: Write the Proposal Part IV–Motions Motion 1: The SSST moves that the Forms Working Group of the Faculty Senate add a signature line and statement to the New Program Proposal Forms resembling the following: “Registrar _________________ (the Registrar will sign the form only after a meeting with the SSST)”

  28. The Devil's Due: Our Plan Step 2: Write the Proposal Motion 2: The SSST moves that the Faculty Senate accepts New Program Proposal Forms only if the registrar has signed the form, indicating that the SSST has met with the person/s submitting the form.

  29. The Devil's Due: Our Plan Step 3: Submit and Present the Proposal • I arranged a meeting with Senate chair to review the proposal. • Senate chair recommended since I would be the chair, another faculty member should present in the Senate meeting to avoid it looking self-serving. • Asked the director of eLearning (on the faculty Senate) to present on behalf of SSST. He agreed.

  30. The Devil's Due: Our Plan Step 3: Submit and Present the Proposal • eLearning director presented to Senate • Senate members asked in multiple ways to verify this body would NOT be an approving body • Motions 1 & 2 approved unanimously!!!

  31. The Devil's Due: Our Plan Step 4: Implement the SSST • Communication to team members • Creation of team documents with team review and collaboration (handout) • Work with Forms Working Group to add verbiage to New Program approval forms

  32. The Devil's Due: Our Plan Step 4: Implement the SSST • Communication to team members • Creation of team documents with team review and collaboration (handout) • Work with Forms Working Group to add verbiage to New Program approval forms

  33. Speak of the Devil: Our Failures

  34. Speak of the Devil: Our Failures The First SSST Meeting • May 2017, School of Education (SOE) submitted a graduate program schedule to R&R office to begin student registration for Fall 2017 (August start). • The program did not exist. • Assistant registrar informed SOE the program did not exist. SOE stated program was approved and they wanted to begin registration now!

  35. Speak of the Devil: Our Failures The First SSST Meeting • R&R researched Senate minutes and found the proposal. • Proposal was to begin developing the program, but program curriculum was not included • Online course development had already begun • SOE issued their own course #s without R&R approval

  36. Speak of the Devil: Our Failures The First SSST Meeting • Other support areas did not even know about the program. • Marketing/admissions did not know about the program. • There were no system codes for the program at all. • Adjunct faculty contract coordinator had little time to find instructors. • Library did not have proper resources for grad level courses.

  37. Speak of the Devil: Our Failures The First SSST Meeting • Other support areas did not even know about the program. • Tuition codes not established • University Board of Trustees had not approved program

  38. Speak of the Devil: Our Failures The First SSST Meeting • I urged SOE that an SSST meeting would be beneficial to resolve all this issues at once. • SOE agreed to the meeting. • I called a meeting within a week due to urgency for registration.

  39. Speak of the Devil: Our Failures The First SSST Meeting • Sent discussion guide to SOE • Fielded some questions from them before the meeting • May 17, we met (Minutes handout) • We decided on course numbers and prefix. • We decided that the curriculum needed Senate approval before catalog copy could be added. • Then screeching halt: Marketing and Recruitment

  40. Speak of the Devil: Our Failures The First SSST Meeting • SOE stated they thought the recruitment strategy had been resolved, but VP of Enrollment Mgmt was not aware of it. • VP stated he would not support until marketing and financial analysis were completed. • Unproductive meeting • Everyone discouraged

  41. Speak of the Devil: Our Failures The Third SSST Meeting • Sports management program • Meeting went smoothly with good suggestions. • Program developer was pleased with what he learned in the meeting. • Program was tweaked according to suggestions. • Program was approved without any hitches. BUT...

  42. Speak of the Devil: Our Failures The Third SSST Meeting • The communication loop operated on assumptions. • Academic Affairs was supposed to announce approval, but this did not happen, thus… • Marketing did not get the recruitment materials updated. • Marketing scrambled to update website with program information in time for recruiting cycle.

  43. Devil's Advocate: Our Improvements

  44. Devil's Advocate: Our Improvements The failures showed us there is definitely a need for the Start-up Success Support Team. The problems found in those two meetings were examples of why the SSST was created.

  45. Devil's Advocate: Our Improvements From SOE meeting • Created SSST New Program Preview Form (handout) • For marketing and admissions • To determine SSST reps for meeting • For feedback from Academic Affairs and HLC liaison ahead of time

  46. Devil's Advocate: Our Improvements From Sports Management meeting • Created process and communication flowchart (handout) • Work flow for SSST process and Approval Process • Communication plan • Assignment definitions Bottom line: everyone now knows what to do!

  47. What the Devil?!: Our Successes

  48. What the Devil?!: Our Successes Successful Launch of ECE (Remember the first meeting?) • Delayed a year for all pieces to fall into place • Successful launch fall 2018 Successful Halt of Christian Ministry Leadership Certificate • The department realized in SSST meeting the program would not be successful. • They are rethinking the program.

  49. What the Devil?!: Our Successes Successful Launch of Sport Management • Even with the marketing problems and miscommunication in the beginning, the program launched this fall with 16 students (which is a lot for our little school). Successful Approval of Engineering Major • This major is pending an HLC visit and approval, but itpassed through all approving bodies with no hesitations.

  50. What the Devil?!: Our Successes Successful Approval of Doctor of Nursing Practice Program • This will be our first doctorate. • All approving bodies supported fully without hesitation. • The launch is pending an HLC visit and approval.

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