No, I will be the only presenterCommittee: Group IV: Leadership and Management Development
First Learning Outcome: Identify interconnectedness of university systems and their application to serving students.
Second Learning Outcome: Apply systems thinking to the management of Registrar processes.
Third Learning Outcome: Evaluate redundancies that create poor student service experiences and how to eliminate them.
Core Competency: Holistic and Systemic Thinking
Proficiency: Records & Academic Services Proficiencies
Intended Audience: General Audience / Intended for Everyone
Research shows that quality service leads to student satisfaction and loyalty. Today, in our 24-7, one-click society, how do we meet service expectations for our students? By applying holistic thinking to our student service model and sharing resources across the institution, we can see alternative approaches to service for our entire student body, inclusive of cultural- and neuro-diversity. As a former academic advisor and developer of a one-stop advising system, I have a unique perspective as a Registrar and will share lessons learned in developing Student Service and Registrar processes that are grounded in the student perspective. Streamlining processes for the student also increases efficiency for the institution, eliminating extra work created by the multiple interactions that occur in siloed organizations. In this session, we will discuss a system's thinking approach to higher education, particularly in application to Registrar services. We will then look at examples of service bottlenecks or pain points from audience examples and apply a holistic method to more effectively manage the process.
Resources include:
Dunnion, J., & O’Donovan, B. (2012). Systems thinking and higher education: The Vanguard Method. Systemic Practice and Action Research, 27(1), 23–37. https://doi.org/10.1007/s11213-012-9258-4
Furst-Bowe, J. (2011). Systems thinking: Critical to quality improvement in higher education. Quality Approaches in Higher Education, 2(2), 2-5.
Gwelo, A. S. (2019). Multinomial modeling of customer satisfaction in the education sector. Journal of Economics and Management, 35(1), 63–79. https://doi.org/10.22367/jem.2019.35.04
Kolar, T., Erčulj, V., & Weis, L. (2018). Multigroup validation of the service quality, customer satisfaction, and performance links in higher education. The Service Industries Journal, 39(13-14), 1004–1028. https://doi.org/10.1080/02642069.2018.1460361
Presenter(s):
Rhonda Moll California Baptist University
Leveraging Shared Resources: Systemic Approaches to Exceptional Service and Efficiency (Lessons from an Advisor-turned-Registrar)
Category
Breakout Sessions
Description
Quality service leads to student satisfaction and loyalty, but in today's one-click society, how do we meet students' service expectations? Holistic thinking and sharing institutional resources suggest alternative approaches to serving students, inclusive of cultural- and neuro-diversity. Drawing from lessons learned in developing Advising and Registrar processes grounded in a student perspective, we will explore and apply how systems thinking can improve service while increasing efficiency.
Submission ID: 18969
Room D137-138L: 4/5/2022, 04:15 PM - 05:00 PM