Transcript Slide 1

Student Enrolment –
potholes and pitstops
Sue Morrison, Senior Assistant Registrar
(Student Experience)
Jean Mutton, Project Manager
SROC April 2010
Background
• JISC call for bids - May 2009
• Programme: Student Lifecycle
Relationship Management (part of the
Business and Community Engagement
funding stream)
• Project running for 10 months: July to April
• Why did we do it?!
The project at Derby
Right place, right time……
• Student experience strategy in place 2006
– Feedback campaigns/enrolment
survey/anecdotal evidence/complaints monitoring
– Putting students at the heart of what we do
• Experienced team
• Governance
• Consultant – expert in service design
What is a 'Process'?
• 'If you can’t describe what you are doing as a
process, you don’t know what you’re doing.'
W E Deming
• '… a series of actions or steps taken in order
to achieve a particular end.‘ OED
We wanted to go beyond the process…….
Services
• are intangible
• have benefits
• are perishable (time and place dependent)
– cannot be stored or transported
• are inseparable from the service provider
• are often inconsistent or variable in quality
– especially personal services eg hairdressing
• cannot be owned
Blueprinting
• Design of the services
• More sophisticated version of flowcharting:
– Flowcharting – existing processes;
– Blueprinting – greater detail of service design from the customer
point of view:
• Main Stages in customer journey through the service process;
• Definition of standards for each front-stage activity;
• Physical and other evidence of front-stage activity;
• Principal front-stage participants;
• Line of visibility;
• Back-stage actions;
• Support processes involving other service personnel;
• Support services involving information technology.
Advantages of Blueprinting
• Blueprint differentiates between what customers
experience “front stage and the activities of
employees and support process “backstage”;
• Blueprint shows how customers and employees
interact;
• Blueprint highlights possible fail points in the
process;
• It highlights the areas of excessive wait;
• More in-depth analysis of service encounter –
crucial stage of service process redesign.
Identifying Fail Points
•
•
•
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High risk areas in service delivery where things could go
wrong;
Errors include:
– Treatment errors—human failures during contact with
customer
• e.g. lack of courteous or professional behavior, failure to
acknowledge, listen to, or react appropriately to the
customer
• Areas of excessive wait – could annoy customers and lead
to negative customer experience
– Tangible errors—failures in physical elements of service
• e.g. noise pollution, improper standards for cleaning of
facilities and uniforms, equipment breakdown
Aim of fail-safe procedures is to prevent errors
Areas of wait – reducing an opportunity for excessive wait
F
F
W
Making the Blueprint at Derby
• Workshops on theory of service design
• Invited key stakeholders:
– Student records and fees
– Systems support
– Finance
– Admissions
– Faculties
• Focus groups
Drafting
• Lots of post-it notes and blutac!
• Looking beyond and linking up the silos
• Drew up blueprint using Visio (now
exploring alternative software tools)
• Tested it out with key stakeholders
• Iterative process
• Focussed on 1st year UG Joint Honours
Blueprint for current enrolment
Version 2 – 06/11/09
Acronym Key:
SAS: Support and Advisory Service
ALF: Access to Learning Fund
DSRL: Derby Student Residential Ltd
QED: Quality Enhancement Department
SRF: Student Records & Fees
SSSD: Student Systems Support & Development
Stage
Open day
Application
1 day
Participants
Admissions,
faculty and
marketing
staff Student
and families,
SAS, ALF
and Bursary,
DSRL,
Finance
Receive
Offer
Up to 5 days
UCAS,
Admissions,
International
office,
faculties,
Careers
centre
Pg 1 of 2
NO
UCAS,
admissions,
Careers
centre,
faculties,
Internationa
l office
Visit Day
Acceptance
Confirm
place via
UCAS
Invite
to join
Uni
Invitation to
online enrol
Student views
enrolment pages
and enrols
online
Problem with
OLE
From end of August –
late September
YES
SRF
Problem
resolved?
Completion
of online
enrolment
Halls/
Accommodation
1 day
24 hours
Admissions,
Faculties,
Marketing,
Student and
families,
SAS, ALF
and Bursary,
DSRL
UCAS,
admissions
End of August
UCAS
admissions,
(DSRL)
Faculties,
admissions,
SRF, OLDL
team
Faculties/
Admissions
YES
Last weekend in September
Website
Website,
prospectus,
email,
phone call,
letters
Website,
paper form, in
person/
phone/letter/
email contact
Online,
paper
form
Website,
prospectus,
email,
phone call,
letters
Online,
paper
form
Online,
paper
form
Letters/
Joining
instructions
Website –
SSE and
info for
guidance
Email/
phone/
counter
support
1st day of Semester
Bus driver, gate
keeper, security
SRF
DSRL,
Finance
(students
can pay
here for
enrolment)
NO
Tangiable/
Intangiable
evidence
Arrival: On
campus
Website and email
Car parking, Uni bus,
directions, signposting,
gatehouse greet, exterior
of building and campus
groups
Student
drops out
of OLE –
Has to
SSE on
campus
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Back
Office
Support
Invitations,
dates and
times
agreed,
marketing
event
QED,
Programme
structure,
codes,
marketing, open
days,
information
provided,
programme
team, creating
curriculum,
validation,
VARSP, faculty,
admissions,
input into
UCAS, online
applications,
UCAS,
requirements of
entry
Admissions,
programme
team schedule
interviews,
send letters,
contact
student,
review
application
against entry
requirements,
put in offer/
reject into
UCAS system,
email student
offer
Invitations,
dates and
times agreed,
marketing
event
Admissions
email
acceptance of
place, student
accepts place
Results
received from
UCAS,
admissions
results
compared to
offers,
admissions
email confirm
place to
student,
Produce
faculty and
programme
specific
letters
Admissions
Matriculate
Admissions,
SRF, SSSD
UCAS,
Admissions,
PeopleSoft,
Clearing,
mass
matriculation
and term
activation,
fees build
SRF and
faculties
update
website in
regards to
enrolment/
inductions/
specific
information,
FPL have
their own
process/
web pages
Auditing
Email/
phone
support
Module
information
available
online
SYSTEMS
PeopleSoft Students
RMS
Admissions
Enrolment
schedule and
staff training,
rooming,
faculty
communicati
on, IT
support
Safe and secure
environment,
maintenance of exterior/
grounds, bus service,
other information
Blueprint for current enrolment
Version 2 – 06/11/09
Stage
1st Faculty
Session
University
central
Induction
Academic
Counselling
1-2hours
15 mins average
Central
services,
ambassadors,
programme
leaders,
Student
Union, SET
Programme
leader,
module
leader,
academic
counsellor
Meet and
Greet
Are you a 1st year
student?
1 min
Registration
Desk
No
Yes
Payments sorted
Yes
Arrival: In
building
Pg 2 of 2
Finance
Department
Completed
OLE?
Are you a debtor?
No
Student receives
enrolment
completion email
Self Service
Confirmation of
Enrolment
ID Cards
15 mins
5 mins
5 mins
Enrolment
staff
Enrolment
staff/
Finance
Student Support
centre staff
SRF
Accept
regulations,
equipment
availability,
system
availability,
helpful staff to
support,
module
selection form
signed,
password
reset access,
programme/
modules
available to
meet
expectations.
Checking data:
curriculum, fees,
personal, SSN,
fee
documentation,
ID photo for new
students,
validation of fee
documentation,
APL, fee
payment if
applicible
Check COA
complete, issue
card, Student
Handbook and
diary
Confirmation
email
Yes
20 mins
Participants
Staff on
stands,
reception,
student
ambassa
dors, staff
with
name
tags
Signposting,
faculty stands,
directions,
catering,
Tangiable/ toilets, shops,
greeters,
Intangiable
welcome
evidence
messages,
members of
staff,
cleanliness,
interior of
building, décor,
attitude,
knowledge,
visibility/access
to staff,
physical
accessibility,
flags
1 hour – 1 day
No
2 mins
Programme
leader, related
staff
Greeter, running
of session,
schedule of
session, module
choices,
programme
handbooks,
appearance of
staff,
knowledge,
attitude,
visibility/access
to staff
Talks about
services, such as
library, careers
office, campus
tours, social
inductions,
attitude,
knowledge,
appearance of
staff, visibility/
access to staff
Completion of
module selection,
guidance on
module choices,
programme
overview,
qualification
check,
programmes and
module available,
APL, attitude,
knowledge,
appearance of
staff, visibility/
access to staff
Enrolment
staff
Welcome,
directions,
map of stages,
Q+A, attitude,
knowledge,
appearance of
staff, visibility/
access to staff
Within 24 hours
Enrolment/
Admissions
staff
Print out of ID
number and
password
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Line of visibility - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Back
Office
Support
Induction
timetable,
rooming,
communicatio
n with
students,
staff training,
web info up
to date and
accessible
Programme
handbook,
staff training/
briefing
Timetabling,
rooming, staff
rotas, student
communication,
staff training/
briefing
Staff training/
briefing
Staff training/
briefing
Matriculation,
term
activation, ID
number
sorted, staff
understandin
g of full
process,
DBA, IT
specialists
SYSTEMS
PeopleSoft Students
Curriculum build,
notices and
declaration,
regulations
approved and
published, HESA
coding and tables,
drop down
menus, correction
of records/
admissions, fee
build
Info on ID cards,
curriculum build,
management info
report, stats
reports, APL, fee
build
ammendments
NUS
membership,
library card,
HESA,
Blackboard
accessibility,
email set up
Overnight automatic
confirmation email,
Unimail set up
RMS
Admissions
END OF
ENROLMENT
PROCESS
Service Enhancement –
interventions for September 2010
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Manage supply
Smooth the service by managing demand
Review Servicescape
Establish minimum service standards
Poka-yokes (mistake-proofing)
Improve communication (remove jargon)
Use SMS for password issue
Future plans
• Draw up blueprints for other types and of students
and modes of study
• Using service design and improvement
techniques, review other areas of the business,
eg assessments, validations
• Drawing up minimum service entitlement
• Measurands and metrics – how will we know we
have improved the student experience?
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Questions?
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Further information…
• Website:
www.derby.ac.uk/experience/JISCenrolment-project
• Twitter: ‘myderbi’