CONTINUOUS IMPROVEMENTCONTINUOUS IMPROVEMENT

TEAM ONE TEAM ONE

EXECUTIVE BRIEFINGEXECUTIVE BRIEFING

John Beisner John Beisner president’s office

Jim Blackburn Jim Blackburn admissions &

records Kevin Colaner Kevin Colaner school of

H&SS

Joyce Cross Joyce Cross business and

financial affairs

Dolores Daoud Dolores Daoud business and

financial affairs Nancy Dority Nancy Dority admissions &

records

Joe Ferrer Joe Ferrer parking &

transportation

Don Martin Don Martin school of

HDCS

Tom Mauch Tom Mauch university outreach

Kandy Mink Kandy Mink vice president for student affairs

Chuck Moore Chuck Moore enrollment management

Norm Page Norm Page speech communication

Cheryl Perreira Cheryl Perreira business & financial affairs

Judith Ramirez Judith Ramirez child/family & community services

Jessica Schutte Jessica Schutte office of financial aid

CONTINUOUS IMPROVEMENT CONTINUOUS IMPROVEMENT TEAM ONE MEMBERSTEAM ONE MEMBERS

Develop recommendations that Develop recommendations that simplify, clarify and coordinate simplify, clarify and coordinate pre-admission, admission, pre-admission, admission, enrollment and registration for enrollment and registration for new and continuing students.new and continuing students.

OUR CHARGEOUR CHARGE

Confirm that a problem does existConfirm that a problem does exist Determine the problem’s breadth.Determine the problem’s breadth. Determine the problem’s root causesDetermine the problem’s root causes Develop solutions that address root Develop solutions that address root

causes.causes.

PROCESS PROCESS

Confirm that a problem does exist.Confirm that a problem does exist.

Coordination difficult due to number of Coordination difficult due to number of actions students must completeactions students must complete

Required Required Enrollment ActivitiesEnrollment Activities

Required Required Enrollment ActivitiesEnrollment Activities

Complete ApplicationComplete Application Submit Application Submit Application CommunicationCommunication AcceptanceAcceptance Financial AidFinancial Aid Required ExamsRequired Exams Intent to Register and Intent to Register and

DepositDeposit Final TranscriptsFinal Transcripts

Obtain Student I.D.Obtain Student I.D. Class Schedule publishedClass Schedule published Registration materials Registration materials

mailedmailed AdvisementAdvisement RegistrationRegistration Fee Payment/Waiver Fee Payment/Waiver Class Schedule determinedClass Schedule determined University CensusUniversity Census

3.4

3.5

3.6

3.7

3.8

3.9

4

4.1

Freshmen Sophomores

““At Cal State Fullerton, staff have treated me with At Cal State Fullerton, staff have treated me with respect and courtesy”respect and courtesy”

Source: “How are Freshman Treated?” Student Affairs Research Center 1998

2.7

2.8

2.9

3

3.1

3.2

3.3

3.4

Freshmen Sophomores

““I Often Get ‘Passed the Buck’ ”I Often Get ‘Passed the Buck’ ”

Source: “How are Freshman Treated?” Student Affairs Research Center 1998

Determine the problem’s breadth.Determine the problem’s breadth.

There are few mechanisms in place to obtain There are few mechanisms in place to obtain feedback from students regarding assessment of feedback from students regarding assessment of services receivedservices received

There is no clear direction as to how to translate There is no clear direction as to how to translate technology into better servicetechnology into better service

Determine the problem’s root causes.Determine the problem’s root causes. Lack of visionLack of vision Lack of coordination among service providersLack of coordination among service providers Unclear vision of target student populationUnclear vision of target student population Fragmented communicationFragmented communication Increased workload in key service centersIncreased workload in key service centers Translating technology into better serviceTranslating technology into better service Competition for finite resourcesCompetition for finite resources Competition for students has increasedCompetition for students has increased

Develop solutions that address root causes.Develop solutions that address root causes.

Reorganization of University Outreach to report to Enrollment Management

Review of all campus publications and message

Imaging projects

Mandatory freshman advisement

RECENT EFFORTSRECENT EFFORTS

Solution Matrix Solution Matrix VisionVision

Assessment Assessment

PublicationsPublications

CoordinationCoordination CommunicationCommunication ResourcesResources

StructuresStructures Staff Staff FormsForms TrainingTraining Academic advisementAcademic advisement Campus-wide calendarCampus-wide calendar

COORDINATIONCOORDINATION

Inquiries Inquiries Mailings Mailings Web site Web site Registration Registration Staff trainingStaff training Student OrientationStudent Orientation

COMMUNICATIONCOMMUNICATION

Staffing Staffing Degree Audit and Records System (D.A.R.S.)Degree Audit and Records System (D.A.R.S.) Titan CardTitan Card Equipment Equipment School-based advising systemSchool-based advising system

RESOURCESRESOURCES

Student-CenteredStudent-Centered Coordinated, consistent messageCoordinated, consistent message FundingFunding TimelinessTimeliness

PUBLICATIONSPUBLICATIONS

QualitativeQualitative QuantitativeQuantitative

ASSESSMENTASSESSMENT

Solution Matrix Solution Matrix VisionVision

Assessment Assessment

PublicationsPublications

CoordinationCoordination CommunicationCommunication ResourcesResources