100,000 documents – best practices in admissions processing presented by: sheila gray texas tech...
TRANSCRIPT
100,000 Documents – Best Practices in Admissions Processing
Presented by: Sheila GrayTexas Tech UniversityAssociate Director,Undergraduate Admissions
Landscape
•University’s Growth Initiative • 40,000 students by 2020 (2.7% increase yearly)
• Emerging Research Institution• Increase quality of freshman class
•New Administration
Processing UnitAll Undergraduate applications into UniversityUndergraduate Admissions call centerEmail Management System responsesResidency DeterminationFile management & Data clean-up
Additional 2500 apps annually for Second degree, Non degree & former Tech students
80,546 documents counted as received in 2014
Email management system responses vary from 350 – 1,000 monthly
Production Volume
2010 2011 2012 2013 201410000
15000
20000
25000
30000
35000
FTIC & Transfer Applications
2012 2013 20140
10000
20000
30000
40000
50000
60000
Call Center Volume
Challenges•Long wait times for documents to be processed•Dropped calls : 20%-40%•Customer service issues•Culture
Where in the world do you begin….
Auditing processes & Identifying needs
• Knowledge & Training Gaps
• Customer Service Issues
• Operational Changes
• Personnel
Knowledge/Training Gaps•Walk through all processes• Create process documentation• Cross train staff• Accountability: TOGAK• Increase communications• Weekly staff meetings• Training opportunities
Customer Service Initiative• Determine peak call times & revamp scheduling• Utilize all staff in department• Website changes • Create Major Change & Withdraw options on website
• Marketing campaigns• Review student portal/clarify• Provide documentation/information to everyone taking
calls
Grab a partner…• Partnership with Industrial Engineering• Reorganization of document storage• Revised date stamp• Streamlined process
• Partnership with IT• Creation of Audit & Clean up reports (Quality Control)• Reformulated high school transcript• Quality control
Personnel•Update position description•Revise expectations• Increase 1-on-1 communications•Restructure responsibilities•Address concerns
Culture•Revisions to…• hiring process• dress code• expectations & responsibilities
•Career goals•Need to be open to change
Initial Results
•75% reduction in document wait time
•25% reduction in staff
•95% success rate on incoming calls
déjà vu
Recruiter Implementation & changing stateeducational requirements•Processes changing…again!• Shifting responsibilities and priorities•Different personnel concerns
