Operations Quality Control

Susan Race & Kelly White

What does QUALITY look like?

In Admissions…. In Career Services… In Academics…. In Student Financial Services… In our Facilities….

How does YOUR team define it?

Perception – who is rating ?

We rate ourselves We rate each other – supervisors, within the department, other

departments Our students rate us – they tell us, they tell others Our employers rate us – can make or break a program’s outcome Our accreditors and regulators rate us – can determine if we stay

open Our communities rate us – are we good neighbors, do we contribute

positively

What determines quality?

Organization and planning – anticipating events that impact results Understanding the performance expectation Accountability – you take it personally when someone questions the

value of the service provided/offered Commitment and Passion

LEADERSHIP

ADMISSIONS

Quality customer service = students V2V, Scheduled appts, ASHOWS, enrollments

Poor quality customer service Lack of timeliness – response time, AOS, reenrolls Check the box conversations vs engaged conversations Increased no shows and poor attendance Non-adherence to our quality standards

Admissions

Set expectations and inspect results through: Contact Manager reports: scheduled, completed, expired Lead Master Listing summary No dialer consent Education Coordinator bylaws Automated reports in your email inbox Audits of Ztrac, Interview rooms and tours

FREQUENT COMMUNICATION CD-DOA-DFA

Academics

Student surveys tell you a lot Student support in place:

Faculty Advisors and Retention Advisors SAP advising and plan to improve Attendance monitoring and advising Follow-up with LOAs E-companion shell in place Curriculum current and correct schedule available timely Staffing of classes done timely to ensure proper orientation

Academics

TALK TO YOUR STUDENTS Walk where they walk, when they walk, and LISTEN to what they say Look at the space they are in – is it clean, is it well lit, is it stimulating Do classes start and end on time When issues are presented, address them and thank the person who told

you Thank your students for choosing your campus!