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Guest Column:
KSU Enhances Student Service
through Process Re-engineering
by Kim West, MA
Registrar
The advancement of technology has reshaped student expectations for service and redefined how institutions approach the re-engineering of core business processes. Today’s student expects, and sometimes demands, more unified technological access without barriers. Although infusion of technology into information delivery and business processes is not the answer in and of itself, it can play a major role in process re-engineering when coupled with a strategy to rethink the way business is conducted. Added value can also be realized when other campus offices who play a critical role, are brought into the review process. The Office of the Registrar is enhancing student service by taking the above approach to process re-engineering. Below are the results of projects that have been re-engineered to date or are in the process of completion.
Transfer Evaluation Process
This year, the Office of the Registrar, in collaboration with the Admissions Office, expanded the "Digital Back Office" concept by re-engineering the transfer evaluation process. A complete review was conducted – workflow, staffing roles, and possible infusion of new or existing technology. The end result is a streamlined efficient process that provides a two week turn around on the completion of transfer evaluations for students interested in attending KSU. Prospective transfer students can now make an informed decision about enrolling at KSU much earlier. Additional benefits include providing academic advisors with more information about the transferability of courses at the time of advisement and faster financial aid processing.
Registration Reform
In March 2009, KSU launched an enhanced registration process that redefined existing registration periods and expanded registration time frames. Students now have additional time to register for classes and an opportunity to adjust both their summer and fall schedules concurrently. A new registration system was also implemented providing students with more functionality when registering for classes. Self-help eService tools are available to assist students in resolving registration related issues. Owl Express Instructional Videos are also available to assist students in navigating the new registration system. Students very much appreciate the extended registration time frames and are finding the new registration system user friendly.
G.A.T.E.S. – Graduation Audit & Transfer Evaluation Services
In May 2009, a new "Graduation Audit & Transfer Evaluation Services" area opened to better serve students. This new service area provides prospective and currently enrolled students with information concerning their degree audit and transfer evaluations. In addition, the Office of the Registrar and Admissions Office plan to work collaboratively on a strategic enrollment initiative to improve new transfer student yields. The Admissions Office will provide names and telephone numbers of accepted transfer students to the Registrar’s Office. The Registrar’s staff will then contact these students about their transfer evaluation and plans to attend KSU. Referrals will be made between the two enrollment service offices to answer any pending questions.
Degree Navigator — Student Guide to Degree Completion
KSU will soon launch "Degree Navigator", a comprehensive academic advisement and degree audit system. This system will provide students with up-to-date degree progression information and advisors with robust academic planning tools. Students who entered KSU for the first time in Fall 2008 or later will be the first group to utilize this new system.
KSU is recognized as a leader in providing student-centered service. Providing excellent student service positively impacts the lifecycle of a student, from admission to graduation. The Division of Enrollment Services continues to look for opportunities to enhance student service through process re-engineering utilizing cross-functional teams, where applicable.
The opinions expressed here are the views of the author and do not necessarily reflect the views and opinions of the Financial Services division of Kennesaw State University.
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