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Enrollment Management

Consulting and Customer

Service Training

TABLE OF CONTENTS

Part 1: Cover Letter 3

Part 2: Background and Experience 4

A. Company Profile 4

B. Partial Client List 5

C. References 6

D. Staffing Qualifications 10

Part 3: Methodology 13

A. Existing Enrollment Management Audit 14

B. Planning Retreat 15

C. Strategy Sessions 17

D. Written Strategic Enrollment Management Plan 18

E. Facilitation With Implementation 20

F. Customer Service Workshop 21

Part 4: Project Timeline 23

Part 5: Pricing 25

Part 6: Contact Information 26

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PART 1: COVER LETTER

Dear Mr. James:

Thank you for inquiring about SEM WORKS’ enrollment management consulting services and customer service

workshops. As our name suggests, strategic enrollment management is what we do best and customer

service is at the core of any effective enrollment management plan. We are adept at training staff to de-

liver exceptional customer service and creating strategic enrollment management (SEM) plans that both grow new

student enrollment and improve student retention. Our solutions will be customized to reflect Salem State College’s

service needs, culture, and unique position in the Massachusetts marketplace and beyond. We will collaborate with

you to develop service culture and enrollment management plan that will mobilize the campus.

Our staff has over 400 years of experience in consulting and training with over 300 higher education institutions.

We will leverage that experience to gain a deep understanding of your challenges, audiences and competitors, and

we will quickly come to understand your campus culture. This breadth of understanding will ensure (1) a proven

approach to delivering excellent customer service and reaching your prospective students based on best practices

in the four-year college sector of the higher education market, (2) effective positioning among public, private, and

proprietary institutions, as well as (3) college-wide buy-in. We invite you to speak with our current and former cli-

ents to learn about their success. For example, you may want to contact institutions that we have served: Ferris

State University, North Shore Community College, Arkansas State University, and Wallace State Community Col-

lege.

We look forward to engaging Salem State College (SSC) faculty, administration, and staff in dynamic customer ser-

vice training via duplicate morning and afternoon workshops. And we are confident that our collaborative work on

the enrollment management plan will enable SSC to meet and exceed the College’s enrollment. We appreciate this

opportunity.

Sincerely,

Ashley Alexander

Account Manager 3

PART 2: BACKGROUND AND EXPERIENCE—COMPANY PROFILE

Jim Black and Associates, Inc., converted to SEM Works in February of 2004 as an LLC. Prior to February 2004, Jim

Black and Associates, Inc., had been working and performing services in the higher education consulting industry

for ten years. SEM Works was founded by Dr. Jim Black and is grounded in a long history of higher education cli-

ents through consulting and professional development. The combined experience of the SEM Works team includes

more than 300 higher education clients from five countries. SEM Works’ staff has experience with four-year public

and private institutions, college and university systems, graduate and professional schools, community colleges,

technical colleges, proprietary schools, and nonprofit and for-profit organizations.

The SEM Works staff is comprised of twenty-nine individuals, primarily current or former practitioners in the field

and creative services professionals. Including Dr. Black, your lead consultant, there are eleven SEM Works consult-

ants—each with their unique specialty areas. In addition to the consulting group, SEM Works employs a director of

creative services, director of market research, a research analyst, director of educational research, a director of

marketing, a director of business development, a conference director, two account representatives, director of op-

erations, team of Web designers, three graphic designers, a copywriter, and an editor.

While our core business is consulting, we also provide some of the best conferences, technology services, on-site

training opportunities, market research, and creative services in the industry. SEM Works offers solutions designed

to improve enrollment outcomes and the image of our clients without overtaxing resources such as budgets, staff-

ing, and IT support.

SEM Works provides consulting services to colleges and universities needing to assess existing operations and de-

velop related plans. Areas of consulting include:

Enrollment Management Marketing

Branding Student Recruitment

Student Retention Customer Service

Student Services Institutional Positioning

Market Research Organizational Structure

Organizational Change Web Development

Graphic Design/Publications Development Electronic Communications 4

PART 2: BACKGROUND AND EXPERIENCE—PARTIAL CLIENT LIST

Adams State College

Alice Lloyd College

Andrew College

Arkansas State University

Belmont University

Buffalo State College

Carson-Newman College

Charter Oak State College

City University of New York

Clayton State University

Coker College

College of Saint Rose

Defiance College

East Stroudsburg University

Eastern Kentucky University

Eastern Oregon University

East-West University

Fanshawe College

Fayetteville State University

Ferris State University

Fort Lewis College

Francis Marion University

Franklin University

Guilford College

Indiana University Purdue University Indianapolis

Ithaca College

Johnson C. Smith University

Kettering University

Lenoir-Rhyne College

Lincoln University

Mars Hill College

Medical University of South Carolina

Meredith College

Mount Olive College

Mt. St. Vincent University

New England Culinary Institute

North Carolina Central University

Ontario Institute of Technology

Pacific Graduate School of Psychology

Paisley University (Scotland)

Robert Morris University

Roosevelt University

Salem College

Seventh Day Adventist University

Sherman College of Chiropractic

Slippery Rock University

Southeast Missouri State University

Southern Adventist University

Southern New Hampshire University

Spalding University

Sunderland University (England)

SUNY Cobelskill

University of Colorado at Denver

University of British Columbia

University of California at Santa Cruz

University of Idaho

University of Maine at Fort Kent

University of Maine at Machias

University of Maryland—Eastern Shore

University of Missouri—Kansas City

University of North Carolina at Greensboro

University of Regina

University of Saskatchewan

University of St. Francis

University of Texas at Dallas

University of Texas at El Paso

University of Vermont

University of Victoria

University of West Florida

University of Windsor

University of Wisconsin at Eau Claire

Villanova University

William Paterson University

Winona State University 5

PART 2: BACKGROUND AND EXPERIENCE—REFERENCES

Ferris State University

Craig Westman, Ph.D. Associate Provost for Enrollment Management Services

University of Texas at El Paso ASB Room 102 500 West University Avenue

El Paso, TX 79968 cewestman@utep.edu or 915/747-5093

An enrollment capacity audit and enrollment planning consulting was provided. Key concepts such as branding,

marketing, the relationship continuum, integration, the enrollment funnel, student recruitment, student retention,

and student services were addressed.

"Ferris State University has had Jim Black to campus several times. Each time Jim has brought institu-

tional focus to enrollment management and how enrollment management is an institutional impera-

tive, not a singular unit's job. Jim has aided Ferris in realigning its recruitment activities to place them

into a firm strategic enrollment management context. About every two years, Jim comes to campus to

get our batteries recharged—to look critically and strategically at how we are doing our recruiting.

Jim's guidance has allowed Ferris to embark on successful e-Recruitment and print campaigns. Jim's

guidance has been instrumental in the past several years of Ferris's success—a 15.63% growth in en-

rollment!”

Enrollment Success:

• Since SEM WORKS first worked with FSU, undergraduate enrollment has increased an average of 23.6%

over the past eight years.

• 15.63% increase in enrollment between 2002 and 2006, second highest among public institutions in

Michigan.

• Including fall 2007, the highest enrollment growth among public institutions in Michigan.

Craig Westman, Ph.D., Former Associate Dean of Enrollment Services and Director of Admissions and Records, Ferris State University

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PART 2: BACKGROUND AND EXPERIENCE—REFERENCES

University of Regina

John D. Smith Associate Vice-President (Student Affairs)

University of Regina Regina, SK S4S 0A2 P: (306) 585-5079 Direct

john.smith@uregina.ca

SEM WORKS conducted a three-day strategic enrollment management audit; facilitated the development of a Uni-

versity-wide Strategic Enrollment Management (SEM) plan to improve and integrate enrollment and retention ef-

forts; provided ongoing evaluation and feedback during implementation; a formative evaluation of the SEM proc-

ess; and a summative evaluation to measure achievement of objectives.

“Following a one day retreat with the University's Senior Leadership Team Dr. Black provided an excel-

lent report outlining a strategic enrollment management planning model. The comprehensive plan in-

cluded an environmental scan indicating trends influencing our enrollment. Dr. Black effectively facili-

tated a series of planning sessions, with our work teams, which resulted in the development of enroll-

ment management strategies in specific opportunity areas. Dr. Black was readily accessible through-

out this process, responded to questions in a timely fashion, provided additional support material upon

request, and presented regular progress reports. We have been very pleased with the insightful and

cohesive recommendations presented in SEM WORKS’ Strategic Enrollment Management plan.”

Dr. Don Clark Former Special Advisor, Strategic Enrollment Management Project

Enrollment Success

• Fall 2009 undergraduate enrollment has increased 2.1% compared to 2008.

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PART 2: BACKGROUND AND EXPERIENCE—REFERENCES

Arkansas State University

Rick Stripling, Vice Chancellor PO Box 189

Jonesboro, Arkansas 72467 ricks@astate.edu or 870/972-2048

Jim Black, president of SEM WORKS, facilitated the development of an enrollment management plan and branding

strategy at Arkansas State University in Jonesboro, Arkansas. Dr. Black worked directly with a planning group at

the university to identify objectives, a planning construct, a process, and timeline. An audit of existing enrollment

management operations was preceded by a review of institutional trend data, competitor information, survey

data, publications and Web sites, strategic plans, enrollment plans, organizational charts, and related documents.

The site visit included direct observations of operations, interviews with staff and those they serve, along with fo-

cus groups with students. E-mail campaign technology and strategy were provided by SEM WORKS are already

yielding significant results. ASU has had more visitors to campus this fall than ever before.

"There are a lot of consultants. We needed someone to understand our institution’s mission and pur-

pose. Jim Black's knowledge of the enrollment process and higher education marketing greatly helped

our institution focus on enrollment and marketing efforts that matter. We have seen an increase in our

freshman class for the second straight year. Freshman enrollment has increased 27 percent for the

past two years, and this year's class represents the largest freshman class that we have seen in eight

years. Our spring to spring enrollment increase is the largest in at least fourteen years and the second

highest spring semester enrollment in history. SEM WORKS and Jim black delivered!"

Rick Stripling, Vice Chancellor

Enrollment Success

• Since SEM WORKS began consulting for ASU, total student enrollment has grown from 10,500 to 12,000, an

increase of 16%.

• Fall 2008 headcount represents a 6.3% increase over fall 2007 and exceeds the record enrollment of 1992.

• The fall 2008 freshman class is up 9.1% over last year and it exceeds the record enrollment set in 1983.

• The 2007 freshman class has increased for the second straight year. Freshman enrollment has increased 27

percent for the past two years, and the 2007 year's class represents the largest freshman class that ASU has seen in eight years.

• Spring 2007 to spring 2008 enrollment increase is the largest in at least fourteen years and the second highest

spring semester enrollment in history. 8

PART 2: BACKGROUND AND EXPERIENCE—REFERENCES

CUSTOMER SERVICE (WOW) Wallace State Community College

Dr. Kenneth Crow

Director of Clinical Education

Health Science Division

Wallace State Community College

P.O. Box 2000

Hanceville, Alabama 35077

256/352-8305 or ken.crow@wallacestate.edu

Dr. Black conducted a full-day workshop entitled “Creating WOW Customer Service. Concepts included today’s

students (students as customers, the student economy, and student expectations and needs); delivering on the

promise of the brand (student service principles, influencing student satisfaction, managing moments of truth,

blending high tech and high touch and best practices); and relationship Management (the student relationship con-

tinuum, institutional image, integrated marketing, multi-channel communications, high risk students, high risk stu-

dent experiences and institutional loyalty).

Endorsements from Workshop Participants

• “I loved Dr. Black’s suggestions - I think he actually verbalized MANY suggestions, ideas and

criticisms that a lot of faculty/staff have and discuss among ourselves.”

• “Dr Black had actual solutions to the problems. He was very direct and did not skirt around

the issues. It seemed that he really cared about the college and making the WOW's happen!”

• “I enjoyed the manner in which Dr Black was direct and utilized examples from the college so

that we could identify areas where we could improve.”

• “I was personally challenged to deliver a little more WOW to my students.

• “I believe Dr. Black demonstrated to each faculty and staff member how they can make the

college a better place.”

Dr. Kenneth Crow, Director of Clinical Education

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PART 2: BACKGROUND AND EXPERIENCE—STAFFING QUALIFICATIONS

Jim Black, Ph.D., President and CEO

Project Responsibilities: Customer service trainer and lead consultant

The president and CEO of SEM WORKS, Dr. Jim Black, is the founder of the National Confer-

ence on Student Retention in Small Colleges and cofounder of the National Small College Ad-

missions Conference and the National Small College Enrollment Conference. He formerly

served as the director of AACRAO’s Strategic Enrollment Management Conference. Dr. Black

has published a monograph titled, Navigating Change in the New Millennium: Strategies for

Enrollment Leaders, and three books, The Strategic Enrollment Management Revolution, con-

sidered to be a groundbreaking publication for the enrollment management profession, Gen

Xers Return to College, and Essentials of Enrollment Management: Cases in the Field. Among

his other published works are numerous articles and book chapters including a feature article

in College & University, “Creating Customer Delight”; a chapter, “Creating a Student-

Centered Culture,” for a book on best practices in student services published by SCUP and

sponsored by IBM; a chapter on enrollment management in a Jossey-Bass book on student academic services; as

well as a bimonthly feature in The Greentree Gazette.

Black was honored as the recipient of the 2005 AACRAO Distinguished Service Award. He has been interviewed by

publications such as The Chronicle of Higher Education, Converge Magazine, The Enrollment Management Report,

The Lawlor Review, and was interviewed for AACRAO’s Data Dispenser. Black also was featured in an international

teleconference on enrollment management sponsored by The Center for the Freshman Year Experience at the Uni-

versity of South Carolina, and a PBS broadcast on “Blending High Tech and High Touch Student Services.”

Sinc1999, Jim Black has been an IBM Best Practices Partner, one of only twenty-three in the world. He was invited

by The College Board to Heidelberg, Germany, to evaluate the APIEL Exam and most recently was invited to lead

conferences on enrollment management and student services in the United Kingdom and the Netherlands.

Dr. Black has served on the boards of several technology companies and has consulted with companies such as Mi-

crosoft, Blackboard, and the SAS Institute. Higher education clients have included two-year, four-year, public, and

private institutions. Jim earned a B.A. in English education and an M.A. in higher education administration from the

University of South Carolina, as well as a Ph.D. in higher education curriculum and teaching from The University of

North Carolina at Greensboro. 10

PART 2: BACKGROUND AND EXPERIENCE—STAFFING QUALIFICATIONS

Lynda Wallace-Hulecki, Senior Consultant

Project Responsibilities: Project Management

Lynda is a seasoned professional with over thirty years experience in higher education.

Lynda has an extensive track record of accomplishments in advancing a strategic approach

to enrollment management, in facilitating an integrated approach to academic and enroll-

ment planning, in managing change, and in developing systems for enrollment perform-

ance management, assessment, and accountability. Lynda has held a variety of leadership

positions at both a research-intensive university and a four-year comprehensive college in

Canada. For twenty-three years of her career, Lynda served as the director of an institu-

tional analysis and planning office─ a position for which she was awarded a distinguished

administrator award.

Lynda has served on both provincial and federal committees related to inter-provincial student mobility and

higher education accountability systems in Canada. She is an active member of numerous professional organi-

zations (e.g., AACRAO, ARUCC, NASPA, AIR, SCUP, EDUCAUSE) at which she has been both a presenter and a

presentation reviewer. In 2000, she participated in Harvard’s Institute for Management and Leadership in Edu-

cation (MLE).

Lynda holds a Bachelor of Science degree in the mathematical sciences from the University of Manitoba, and a

Master of Educational Administration degree in higher education from the University of Nebraska-Lincoln. She is

currently completing a doctoral degree in Educational Leadership and Higher Education at the University of Ne-

braska-Lincoln. Her graduate research has focused on the evolving field of SEM, and on the application of learned

concepts in leading change and in building shared responsibility for enrollment outcomes with the campus commu-

nity through an integrated approach to academic and enrollment planning.

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PART 2: BACKGROUND AND EXPERIENCE—STAFFING QUALIFICATIONS

Ashley Alexander, Account Manager

Project Responsibilities: Proposal writer

Ashley received her Bachelor of Science Degree in Communicative Disorders from the University of

Central Florida.

Ashley has a background in higher education. She has been in educational and corporate sales for the

last ten years. During her sales tenure she has gained experience and expertise in customer client

relationships, sales quotas, quality assurance, customer satisfaction, and business analysis. She won

multiple awards for market share change and growth. Within higher education she served as an As-

sistant Director of Admissions at The University of Central Florida in Orlando, Florida. At UCF she co-

ordinated on campus visits and open house events, also headed up the Alumni and Parent Recruiting program. She

was an active member of SACAC and attended The Annapolis Institute.

Ashley will oversee sales and delivery of SEM WORKS services, which include consulting, training and research offer-

ings.

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PART 3: METHODOLOGY

Scope of the Work

Salem State College would like to engage a consultant to:

• Review the existing Enrollment Management Audit

• Recommend strategies and tactics that will impact enrollment of both new and returning students

• Collaborate with key constituencies to create an integrated enrollment management plan that will mobi-

lize the campus to increase new and returning student enrollment

• Improve customer service

Summary of SEM WORKS’ Response

• Review existing enrollment audit

• Conduct duplicate half-day WOW Customer Service workshops in the morning and afternoon

• One, two-day enrollment management planning retreat

• Two, two-day enrollment management strategy sessions

• Written enrollment management plan

• Two, two-day sessions for facilitation with implementation

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PART 3: METHODOLOGY—EXISTING ENROLLMENT MANAGEMENT AUDIT

SEM WORKS will review the existing enrollment audit, examine the related recommendations that were presented,

and make any further recommendations deemed necessary to develop a strategic enrollment management plan for

Salem State College.

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PART 3: METHODOLOGY—PLANNING RETREAT

Enrollment Management Planning Retreat (1, two-day session)

Dr. Black will conduct a two-day retreat to kick off the enrollment management planning process. The composition

of workshop participants will be determined through consultation with Salem State College’s senior leadership. The

assessments, direct observations, and related recommendations from the existing enrollment management audit

and SEM WORKS review of it, will inform the development of Salem State College’s enrollment management plan.

Enrollment Management Planning Retreat, Day One

Morning Session

1. Overview of Workshop Agenda and Purpose

2. Enrollment Management Concepts and Planning Models

3. Key Findings from the Enrollment Management Audit

4. Identification of Salem State College’s Enrollment Targets

Afternoon Session

1. Identification and Prioritization of Strategic Opportunities

2. Identification of Key Performance Indicators (KPIs) and Metrics

3. Discussion of Strategy Development Teams

4. Next Steps

Deliverables:

• A planning construct

• A process for identifying new student enrollment targets

• High priority strategic opportunities

• Key performance indicators for each strategic opportunity

• Metrics for each key performance indicator

• Strategy development teams assigned to each strategic opportunity

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PART 3: METHODOLOGY—PLANNING RETREAT

Enrollment Management Planning Retreat, Day Two

Work with senior leadership to:

1. Identify the Composition of Strategy Teams

2. Develop the Charge for Each Strategy Team

3. Outline Next Steps in the Process

4. Prepare for Next Meetings

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PART 3: METHODOLOGY—STRATEGY SESSIONS

Strategy Sessions (2, two-day sessions)

Dr. Black will conduct 2, two-day strategy sessions with the strategy teams assigned to each strategic opportunity

that were identified by the planning team. Salem State College participants should expect the sessions to be col-

laborative and highly participatory. Strategic opportunities frequently identified by the planning team may include

those related to marketing, recruitment, retention, financial aid/scholarships, service delivery, course manage-

ment, and program delivery, etc.

Process

1. Kick off the strategic planning process working with each of the enrollment management strategy teams to cre-

ate enrollment strategies and tactics that respond to high priority strategic opportunities.

2. Provide feedback as parts of the enrollment plan are rolled out and ongoing coaching to the recruitment and re-

tention staff.

3. Assist in the identification of key performance indicators (KPIs) that relate to each strategic opportunity and

evaluative metrics that relate to each KPI.

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PART 3: METHODOLOGY—WRITTEN STRATEGIC ENROLLMENT MANAGEMENT PLAN

Written Strategic Enrollment Management (SEM) Plan

SEM WORKS will collaborate with the Salem State College strategy teams to write a strategic enrollment manage-

ment (SEM) plan presented in easy-to-read tables that include columns for:

• Strategic opportunities

• KPIs

• Metrics

• Enrollment Priority

• Strategies

• Antecedents For Success

• Lead Unit or Individual

• Target Audience

• Delivery Method

• Implementation Timeline

• Objective

• Effectiveness Measure

• Objective Met

SEM WORKS’ approach to SEM plan development will ensure that all key College constituencies know who is to do

what, how, and when, and how Salem State College is to measure effectiveness.

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PART 3: METHODOLOGY—WRITTEN STRATEGIC ENROLLMENT MANAGEMENT PLAN

The graphic below is an example of the strategic enrollment management plan that will be customized for Salem

State College.

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PART 3: METHODOLOGY—FACILITATION WITH IMPLEMENTATION

Dr. Black will conduct sessions for facilitation with implementation (2, two-day sessions)

1. Conduct a formative analysis of the planning process, related deliverables, and the early stages of implementa-

tion as shown in consulting progress status reports.

2. An internal plan rollout chart including audience, communication, call to action, owner, timeline, and effec-

tiveness measure.

3. An implementation timeline chart that includes columns for goal, deliverables, start date, end date, duration

in days, and months for project activity.

4. Submit a brief report at the conclusion of each site visit outlining the progress to date, recommended midcourse

adjustments, and related implementation strategies.

5. Provide ongoing feedback and coaching throughout the duration of the project.

6. Write and submit a SEM plan.

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PART 3: METHODOLOGY—CUSTOMER SERVICE WORKSHOP

Title: Delivering WOW Customer Service: How to Dramatically Improve Student Satisfaction, Loyalty, and Success

Description: This seminar provides insights into customer service in a higher education context. Contrary to the

private sector view that "the customer is always right," successful models in colleges and universities are about

empowering students and teaching them to take responsibility for their future. Core content includes students as

consumers of our services and educational products, delivering on institutional promises, and best practices in stu-

dent services.

Duration: Duplicate morning and afternoon sessions of 3 hours each.

Part I:

• Expectations of Today’s Students

• The Experience Economy

• Your Institutional Promise

• Adopting a Service Philosophy

• Creating a Service-Oriented Culture

Part II:

• Three Key Ingredients to Quality Service: People, Processes, and Information

• Managing Moments of Truth

• Knowledge Management Solutions

• Blending High Tech and High Touch Services

• Utilizing Multichannel Communications

Objectives (what will participants learn?)

Participants will learn:

• What WOW customer service means in a higher education environment

• About best practice models 21

PART 3: METHODOLOGY—CUSTOMER SERVICE WORKSHOP

• How these models improve student satisfaction, loyalty, and success

• How to motivate employees to personify your service philosophy

• How to create and sustain a service culture

• How to leverage technology to improve the quality of human interactions

• How to effectively communicate with students

Who Should Attend?

Administration, faculty and all other service providers.

“Delivering WOW service is not about student satisfaction per se or simply providing transactional ser-vices to students. It is about going beyond expectations, building loyalty, fostering trust in the institu-tion, and teaching students how to navigate a complex world.”

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PART 4: PROJECT TIMELINE

The following summary describes a suggested timeline for the completion of work. This timeline may be revised by

mutual consent between SEM WORKS and Salem State College. In the event you decide to develop the enrollment

management plan this year, the following is a draft of a timeline that can be adjusted to meet your needs.

March, week 3, 2010 Conduct duplicate half-day WOW Customer Service Workshops.

March, week 3 Dr. Black conducts off-site review of the existing enrollment management audit.

March, week 4 Conduct two-day enrollment planning retreat with planning team to establish

SEM concepts and planning construct, review existing audit report, prioritize stra-

tegic opportunities, discuss KPIs and metrics, and identify strategy teams.

April, week 2 Conduct first, two-day strategy session with strategy teams to kick off the

planning process, create enrollment strategies that respond to strategic opportuni-

ties, provide feedback as parts of the plan are rolled out, and develop KPIs and

May, week 1 Conduct second and final, two-day strategy session with strategy teams to

create enrollment strategies that respond to strategic opportunities, provide feed-

back as parts of the plan are rolled out, and develop KPIs and metrics.

June, week 2 Dr. Black will collaborate with Salem State College to write and submit a strategic

enrollment management (SEM) plan.

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PART 4: PROJECT TIMELINE

July, week 2 Conduct the first, two-day session for facilitation with implementation of

the SEM plan, conduct a formative evaluation of the planning process, related de-

liverables, consulting progress status reports, internal plan rollout, and implemen-

tation timeline chart, etc.

August, week 2 Conduct the second and final, two-day session for facilitation with imple-

mentation of the SEM plan, conduct a formative evaluation of the planning proc-

ess, related deliverables, consulting progress status reports, internal plan rollout,

and implementation timeline chart, etc.

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PART 5: PRICING

Item 1: Duplicate morning and afternoon WOW Customer Service Workshops.

$4,000

Item 2: Conduct a review of existing enrollment management audit.

$0

Item 3: Conduct 1, two-day enrollment planning retreat, and 2, two-day strategy sessions to develop an en-

rollment management plan.

$24,000

Item 4: Write an integrated enrollment management plan.

$6,000

Item 5: Conduct 2, two-day sessions for facilitation and implementation of the enrollment management plan.

$16,000

Item 6: Project management.

$5,000

Total: $55,000

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PART 6: CONTACT INFORMATION

SEM Works

Dr. Jim Black, President/CEO

1175 Revolution Mill Drive

Studio 3

Greensboro, NC 27405

E-mail: jblack@semworks.net

Direct: 336-324-8787

Office: 336-844-4060

Toll Free: 800-494-3710

Fax: 888-626-2374

www.semworks.net

Primary Contact

Ashley Alexander, Account Manager

1175 Revolution Mill Drive

Studio 3

Greensboro, NC 27405

E-mail: aalexander@semworks.net

Office: 336-844-4060 ext. 1003

Toll Free: 800-494-3710

Fax: 888-626-2374

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