100,000 documents – best practices in admissions processing presented by: sheila gray texas tech...

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

Thank you!

Sheila Graysheila.gray@ttu.edu