CONTINUOUS IMPROVEMENT

1

• CONTINUOUS IMPROVEMENT

TEAM ONE EXECUTIVE BRIEFING
2
CONTINUOUS IMPROVEMENT TEAM ONE MEMBERS

• John Beisner presidents office
• Jim Blackburn admissions records
• Kevin Colaner school of HSS
• 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

3
OUR CHARGE

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

4
PROCESS

• Confirm that a problem does exist
• Determine the problems breadth.
• Determine the problems 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
Required Enrollment Activities

• Obtain Student I.D.
• Class Schedule published
• Registration materials mailed
• Advisement
• Registration
• Fee Payment/Waiver
• Class Schedule determined
• University Census

• Complete Application
• Submit Application
• Communication
• Acceptance
• Financial Aid
• Required Exams
• Intent to Register and Deposit
• Final Transcripts

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 problems 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 problems 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
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
Solution Matrix
Vision
Assessment
Publications