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SERVING STUDENTS MORE EFFECTIVELY
Making a Connection for Student Success
Serving Students Better
Process Management Initiative
Owens Community College
Fall 2007
Table of Contents
Team Members
…………………………………………………………………………..iii
Background Information………………………………………………………………….1
Project Statement……………………………………………………………..……………3
Purpose……………………………………………………………………………...………….3
Flowchart Depicting Current Process…………………………….……..……….….4
Definition of Current Process…………………………………………………..……….5
Current Effects Fish Chart……..……………………………………………..……….…6
Purpose of the Greeter System..……………………………………………………….7
Force Field……………………………………………………………………..….…………..9
Survey Explanation…………………………………………….………………………….10
Proposed Greeter and Information……..……………………………………………11
Systematic Diagram……………………….………………………………………..…….12
Expenses……………………………………….……………………………………..………13
Implementation Chart…………………………………………………………….…..….14
Recommendations…………………………….…………………………………………..15
Relationship to AQIP………………………….………………………………….…..…..16
Acknowledgements and Recognition…….……………………………….………..17
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Works Cited………………………………………………………………………………….18
Appendix………………….………………………………………………………………….19
Research of Greeter System
Communication survey completed 3/13/06
Proposed Survey
Sample Bookmarks
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Communications for Student Success Process Management Team Members
Co-Team Champions
Judy Ennis
Executive Dean
Findlay Campus
Co-Leaders
Judith Bihn
Specialist, Student Information Support Systems
Records and Registration
Toledo Campus
Jane Doty
Secretary, Advising Center
Findlay Campus
Lorena Baird
Part-time Student Outreach Specialist
Findlay Campus
Scribe
Jody Hertel
Testing Center Specialist
Findlay Campus
Team Members
Lynda Hoffman
Assistant Director of the Learning Center
Toledo Campus
James Slosser
Computer Technician
Findlay Campus
Students
Jennifer Padron
Student Worker, Records Office
Findlay Campus
Tonya Roof
Student Worker, Fitness Center & Science Labs
Findlay Campus
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Background Information
“As we developed our Strategic Plan, we articulated our vision of what we want
Owens Community College to be. Central to that vision is a focus on excellence, innovation and
collaboration. We have begun to involve more individuals in collaboratively working together to
review and improve our processes.”
Dr. Christa Adams, President
The initial steering committee identified the existing OCC service to students in need
of improvement. With the constant growth of the College and the continuing need to
communicate with students time sensitive information, Owens Community College’s Steering
Committee decided that the process for communicating with students needed to be more
closely examined and potentially revised or expanded to improve the quality of service delivered
to students. In the past, through orientation and the website, students were expected to receive
and understand all of the processes required at the beginning of the semester. Even though
Enrollment Services answers questions for students in the Atrium of College Hall on the
Toledo campus and there is an information desk in the center of the Findlay campus, students
continue to wander halls, lost, confused and frustrated.
University Business Editorial Director Katherine Grayson wrote that although one
Pennsylvania college “revamped its recruiting practices and tuition discount plan-“ students and
their families did not even exit their cars once on campus (“First Impressions” 4). This article
highlights the value of people friendly facilities incorporated into major institutions such as
George Washington University, University of Southern California and Princeton. Although
Making a Connection for Student Success- Process Management- Fall 2007
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Owens Community College has a very positive exterior image, that people friendly atmosphere
must extend into the inner halls to offer a positive first impression.
Quality of service is defined by Johnson and Winchell as “the totality of features and
characteristics of a product or service that bears on its ability to satisfy stated or implied needs”
(48). For those working with students in the first weeks of each new semester, we have found a
need for clear, correct and concise delivery of essential information. According to Smith and
Clark in their article, “Evaluating Service Quality in Universities”, not only does quality
customer service affect retention, staff morale, and staff turnover, but the reputation of not
caring for customers will affect the college’s overall reputation within the community (335).
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Project Statement
This project aligns with the Owens Community College Strategic Plan for “Focus on
Student Success”. Focusing on direct communication with the students during the
first few days of the semester will ensure the ability of students to understand the
process of becoming successful academically. This project will examine ways to
disseminate information and to serve students better by making a positive
connection. Establishing a strong student connection with the college the first few
days of class will ensure student success and retention.
The purpose of this team is to establish a means of providing key information and
face to face assistance to our new students which aligns, with the OCC Board of
Trustees’ Vision Statement which includes:
The college is an open portal providing access to affordable higher education.
Each aspect of our school will be "student friendly".
Purpose Statement
This project aligns with the Owens Community College strategic plan to
effectively meet students’ needs.
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Flow Chart Depicting the Current Process for the First
Day of Classes for New Students
Enrollment
Services
Bookstore
ID
Shack
Security
(Parking)
Financial
Aid
Testing
Records
Bursar
This chart clearly shows the backtracking students must endure due to the cross
purposes and the enrollment process found in many departments.
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Definition of Departments in the Current Process
Enrollment Services:
Purpose: To provide academic advising, admissions information, career advising,
probation/readmission, and transfer information. * IDs can be obtained here and
at the Shac only on the Toledo Campus.
Financial Aid:
Purpose: Administer various programs and policies established by federal and
state governmental guidelines. Help students process the information needed to
receive grants and loans to attend college, and to assist with informing students
about various scholarships that the college offers.
Records:
Purpose: To assist students in adding or dropping classes, obtain transcripts,
withdraw from classes and process students applications.
Testing Center:
Purpose: To administer the Compass tests (Placement), GED practice tests,
make-up tests, proficiency tests, web course tests as well as various testing for
health-related classes.
Bookstore:
Purpose: To provide texts and supplies as well as book vouchers.
Bursar:
Purpose: To process tuition payments and deferred payments. *Parking permits
can be purchased on the Findlay Campus.
Security:
Purpose: To maintain campus security, process parking permits and on the
*Findlay Campus, provide student IDs.
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Current Effects on New Students
Environment
Lack of signage
Distribution of
Information
Ozone
Mail
Confusing layout of
buildings
Web
People in
the hall
Flyers
CSI Book
Sources of
information
Level of
Knowledge
Confused or
Misinformed
Students
Attitude
Availability
Personnel
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Purpose of the Greeter System: Customer Service
Sam Walton started his first variety store in Bentonville, AR and it has grown into
the largest retailer in the world. How did Sam Walton achieve this miraculous status?
He did this through establishing the Wal-Mart Greeter. Sam Walton felt that customer
service can have a long lasting effect on a growing organization. He believed in “Basic
Beliefs” that centered on respecting Wal-Mart customers.
SOME OF WAL-MART’S MAIN OBJECTIVES:
•
Provide superior customer service to every customer that walks into the store
•
Quickly evaluate a customer’s needs upon entering the store
•
Build a rapport with new and long-term customers
•
Handle the most demanding customers
•
Acknowledge customer concerns
•
Be proactive rather than reactive
The goals of customer service, and especially the demand for service, similarly exist at
Owens. Using the “Greeter” customer service model will enable Owens Community
College to provide a more direct approach to customer service and build a stronger
connection to students. It is proven with our research that this improved connection and
initial impression of the College will have a positive effect on retention of students.
The intention of our team is to put into place a pilot program on the Findlay and
Toledo Campus starting Spring 2008 semester. It is our plan to take a survey after the
first two weeks of start up, using the Students’ Ozone Account to assess how the resource
bookmarks and the greeters were received. The survey will help us to determine if the
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program would be beneficial for implementation on both campuses again for the Fall
2008 semester.
The greeters can be volunteers from the faculty, staff and administrative
workforce. It would be to our advantage to have the entire campus represented as
“Greeters.” This will also serve as collaboration between the both campuses utilizing our
Core Values.
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FORCE FIELD
Desired Changes:
To promote greeters during the first week of each semester
DRIVING FORCES
1. Student centered Board of Trustees
2. Student Services currently promotes the
service of students
3. Need to increase student retention
4. Need for increased communication
5. Need for better means to inform students
about resources available
6. A need to save time for students, faculty, and
staff
RESTRAINING FORCES
1.
2.
3.
4.
Cost
Staffing
Resistance to change
Outdated material
Actions to be Taken:
1. Print updated Resource Card
2. Use Enrollment Services and Lab staff to help greet and direct
students
3. Develop recruitment and publishing procedure
4. Supervisors to release staff to take part in the greeting program
5. Obtain funding to print the Resource Card
6. Train greeters
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Survey Conducted by Quality Improvement Process Student Communication Team
In April of 2006, the Quality Improvement Process Student Communication
conducted a survey which asked students their preferred means of communication. Of the
1,140 respondents, over half indicated that they check their email only weekly, and 10%
indicated that they only check their email once a month. Those who check their emails also
rely on the web for information about class cancelations and other events. What is startling
about this same survey is that 7% of students indicated that they had no idea where to look
for information given the options of the Web, the Outlook, Flyers, or email. Twenty four
percent of the students in the survey were unsatisfied with the communications they
received from Student Services from Owens Community College. Based on this number, the
team feels another means of communication is warranted.
The team met with Enrollment Services to learn how they share information with
new students and found that they use a one page handout that goes into each package at
orientation. After looking at Enrollment Services’ information handout, we found a
significant number of phone numbers and processes had been changed by departments, but
that information had not been relayed and updated by Student Services. Those students
who do not attend orientation or lose the sheet of paper are then asking staff and faculty
where offices are located, dialing wrong numbers and given misinformation. During the
registration process, students are forced to ask countless times where specific offices and
departments are located, and incorrect information is confusing and gives a bad impression
of the knowledge and credibility of the staff.
The team also looked at the ways other area colleges delivered information to their
incoming students and found that the University of Toledo’s check list for success to be
Making a Connection for Student Success- Process Management- Fall 2007
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direct and easy to follow. We also were given the business cards that Owens IT distributes
listing locations of computer labs. Combining the value of the checklist and the need for a
size and shape that is unique, yet functional we decided that a bookmark could be created
that met that criterion.
Owens Community College Proposed Greeter and Information Guidelines
To be valuable, all departments need to share updates and changes to one central
location so that information disseminated by any other department is correct. The team
believes that since Student Services is the major distributor of information to incoming
students and should be responsible for updating the bookmark each semester. Enrollment
Services will need to contact each department to check for typos, changes in numbers or
procedures to revise the bookmarks before printing.
To improve the delivery of this information and to differentiate it from the web,
email or flyers, we propose that Greeters be used the first three days of each semester to
distribute the bookmarks, answer questions and to direct traffic. Using staff from the labs in
addition to Enrollment Services will improve service to students, retention, and staff morale
as well the reputation of the College within the community.
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Systematic Diagram
Maps &
Highlights
Checklist
Give Current
Information
Handouts
Promote
Student
Services
Produce
Brochure
Increase
Student Success
Staff at the
Doors
Recruit
Staff
Cost
Bookmark
Writer
Train Staff
Payment
Update
information
Recruiters
Distribution
Greeter
Mail
Table
Tents
Orientation
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EXPENSES
BOOKMARKS – CARDSTOCK
Count taken from 14 day report Fall 2007
(Taking into account many are E-Learning Students who do not come on campus)
Toledo Campus
Findlay Campus
17,314 @ 3 per sheet 5,667
3,090 @ 3 per sheet 1,000
Toledo @ $ .12 a sheet x 5,700
Findlay @ $ .12 a sheet
1,000
$ 684.00
_ _ 120.00
TOTAL FOR BOOKMARKS FOR 1 SEMESTER
$ 804.00
Research on Expenses
Research was done for the funding of the bookmarks. A meeting with Heidi Altomere,
Coordinator, Grant Program was made to see if there was any money from the Perkins
Grant. Heidi explained that since the expense was a small amount it would not be
worthwhile to do a grant proposal. She suggested that if we wanted to do this, we should
combine our expense with another project and request a larger amount.
Team members then approached Dr. William Ivoska, Vice President of Student
Services on the Toledo Campus and Angela McGinnis, Director of Enrollment Services
on the Findlay Campus. They both agreed to incur the cost of the bookmarks out of their
budget.
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Implementation Chart
ACTIVITY
Who
Oct.
2007
Nov.
2007
Dec.
2007
Jan.
2008
Feb.
2008
March
2008
Plan Pilot Program
Team
Draft Survey
Team
Put into effect
Team
Evaluate Survey
(after 14th day)
Team
Draw Conclusions
Team
Prepare Report
Present Report
Engraftment
Team
Team
Student Services,
Dr. Ivoska
Enrollment
Services, Angie
McGinnis
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Recommendations for Future Teams
IDEAS FOR IMPROVEMENTS
SUPPORT
(Y/N)
1. Create and print a Student
Handbook that does need continual
update for both campuses.
2. Create a video web loop to provide
upcoming events and important
information to students.
3. Create a new bookmark to be given
out for high school orientations.
4. Institute a mentoring program.
5. Create a web directory.
6. Mandate orientation for every new
Student.
7
Committee to organize the Greeter
Program.
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Relationship to AQIP Quality Criteria
AQIP QUALITY CRITERIA
Understanding Students’ Needs
Supporting Institutional Operations
Planning Continuous Improvement
Building Collaborative Relationships
PROJECT RELATIONSHIP
Serving Students Project “Making the
Connection” will be a way for OCC to
collect data every semester to see if the first
connection makes a difference in a student’s
success and retention at OCC
This project was identified as necessary
within the OCC’s strategic plan. Income
from retained students can be utilized to
support students and offer additional
services in all areas of the college.
This project will provide data every spring
and fall semester through a survey on
students’ Ozone account. It will show
whether the process of an information check
sheet and greeters are an effective process to
inform students of the necessary services to
support and retain students.
This project will build relationships between
all areas of the college through the
volunteering of greeters. By involving all
levels of personnel at OCC, we will
collaboratively address the process of serving
students better and meet our students’ needs.
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Acknowledgements and Recognition
The Making a Connection Management Team owes its success to several people
within the Owens Community College community. We would like to thank those who
contributed to the efforts of the team including:
•
Team champions- Judy Ennis and Jane Doty
•
The members of the steering committee who provided us the opportunity to
assist in the advancement of strategic planning initiatives at Owens
Community College
•
Tom Perin for coming to our aid at our time of frustration
•
Verne Walker for guiding us to a better path
•
Dr. Stan and Theresa Jensen for their guidance and leadership
•
Dr. Christa Adams for her support and vision
And a special thank you to all of the staff, faculty, and students who added their advice and
input into improving Owens Community College.
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Works Cited
Gareth Smith, Alison Smith, and Alison Clarke. “Evaluating Service Quality in Universities: a
Service Department Perspective>” Quality Assurance in Education: an International
Perspective 15.3 (July 2007):334-351. Academic Search Premier. EBSCO. Owens
Community College Library, Toledo, Oh. 1 November 2007.
<http://search.ebscohost.com/login.aspx?direct=true&db=aph&AN=26271392&si
te=ehost-live>.
“First Impressions.” University Business 7(June2004):4-6. Professional Development
Collection. EBSCO. Owens Community College Library, Toledo, Oh. 1 November
2007.
<http://search.ebsochost.com/login.aspx?direct+true&db=tfh&AN=13296674&sit
e=ehost-live>.
Johnson, R.H. and W.O. Winchell. “Educating for Quality” Quality Progress 2 (September
1988):48-50.
Walmart. 2007. Customer Service Training Center. 29 Oct. 2007
<www.customerservicetrainingcenter.com/customer.service_training_walmart.htm> 29 Oct. 2007
Making a Connection for Student Success- Process Management- Fall 2007
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Research of different establishments using the Greeter System
Colleges, Businesses & Churches
Process and Impact
Lorain County Community College
Sherry in Admissions
Columbus State Community College
Kelly in Enrollment
Sinclair Community College
Admissions
Cuyahoga Community College
Susan Schillings Registrar
Bluffton College
Eric Davis Registrar
Nothing currently in place for last 10 yrs.
Had an information desk with part-time
person passed out maps and answered
questions. Lasted 3 days.
Felt if they had more money they would
use greeter/handouts. Thought it would be
beneficial to the students
Had a tent in middle of campus
People available that could direct students
All college employees participated
Felt it very beneficial and students enjoyed
being able to meet one on one with faculty
and staff. Made them feel comfortable.
Counselors, faculty present throughout the
building. Did not have a definite plan
because campus was small. Students found
the assistance helpful
They have volunteers outside and inside
the college to direct and assist students
during first week of each semester. Staff
starts one hour earlier than their original
time that we open and volunteers are
positioned in each building. Each office is
staffed to the max with regular employees,
seasonal employees and student
ambassadors. They mail a letter that lists
the next steps to the enrollment process
with room numbers and phone numbers
and what needs to be done at each office.
They have no analytical data to support the
assumption that this helps retain new
students.
The one thing we do is to have a people in
our primary academic building to help
students that may be lost with classes. Our
first year students also have First Year
Seminar instructors that help them walk
through some of the processes as well.
Also Bluffton’s family/parent/church
relations are currently working on getting
parent resources cleaned up and available.
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Ivey Tech Community College
Amanda Mills
Lorain County Community College
Thalia Fountain Interim Dean/Registrar
Wal-Mart Corporation
College First Church of God
Findlay, Ohio
Stonebridge Church of God
Findlay, Ohio
Atlanta Unity Church
Atlanta, Georgia
They assign students to an advisor based on
the alphabet. They are given a business
card and encouraged to contact their
advisor if they have any problems
Provide students with an information folder
at the time they take the Compass
Placement Assessment. It contains
standard literature about the campus, along
with study tips.
During first week of class, Student Life has
an Activities Fair to recruit student for
various clubs.
Want to start a Building Ambassador
program to have someone stationed at the
entrances of each building during the first
week of the semester to give directions.
Provides customer service to every
customer that walks into the store.
Builds rapport with new and long-term
customers.
Handle the most demanding customers
Acknowledges customer concerns
People feel immediately at ease and
connected to the church.
People are uplifted when greeted by a
smiling face upon entering the door.
Encouraged to return
Greeters are the “Front-Line” and help to
create a feeling of acceptance.
Greeters are relationship builders
Greeters are a vital part of their ministry.
People feel welcomed as soon as they set
foot in the door.
It is an encouragement to new people and
helps them feel connected.
A smiling face is always a welcome relief,
especially to new people.
Greeters are the first people to welcome a
new person or family to the church.
Primary task is to create an initial
atmosphere of unity and enthusiasm.
A smile can make the difference in
someone’s decision to come back.
Greeters make people feel at home and
introduce them to being comfortable.
Greeters exhibit a sense of excitement.
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OWENS SERVING STUDENTS SURVEY
The Owens Serving Students Better Process Management Team, consisting of
Owens employees, would like to ask you to take a few moments to complete the following
survey. Your participation in this survey will help the committee to identify the strengths
and weaknesses of the Owens Student Services Department and improve upon it. The
questions pertain to how the Bookmarks and Greeters help to make you feel more a part of
the Owens Campus. It should take less than five minutes of your time. We assure you that
your answers are completely confidential and will not be identified with your email
address.
Q1
Q2
With which campus are you primarily associated?
Toledo
Findlay
eOwens
Are you a full time or part time student?
Full time
Part time
Q3
Did you get a bookmark at the beginning of the semester?
Yes
No
Q4
Will you use the bookmark throughout the semester as a resource guide?
Yes
Q5
No
Did you feel that having greeters at the main entrances was helpful?
Yes
No
Making a Connection for Student Success- Process Management- Fall 2007
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Q6
Please indicate your level of satisfaction with the customer service that you
received in Student Services.
Extremely
satisfied
Somewhat
satisfied
Somewhat
dissatisfied
Extremely
dissatisfied
Enrollment Services
Department
Records
Department
Financial Aid
Bookstore
Bursar’s Office
Q7 Please list any suggestions for improving communications in all areas of
Student Service.
Q8
Did you attend a web orientation?
Yes
No
Q9
Did you attend a new student orientation?
Yes
No
These are all of the questions we have. Thanks very much for your participation!
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