Reengineering Enrollment Services to Create a One Stop Center and a Common

Service

Putting Students in the Center at Lawrence Technological University

Holly Diamond, University RegistrarLisa Kujawa, Assistant Provost

AGENDA• Who is LTU • History of Change • Change Process – The LTU Approach

•U Serving YOU Process •Planning Process

• Common Service Philosophy • Results

•Where We Are Today •Lessons Learned

•Questions and Answers

LIT to LTU• LTU is 75 Years old• Technological is our middle name• Lawrence Brothers founded• Mission - Theory and Practice• Legacy - Educate part-time adult student• 4200 students/4colleges• AS/BS/MS/Doctorate – Applied• Enrollment growth – built a residence hall

History of Change

• Strategic Plan• Campus Master Plan• Need for additional space• Need to create campus life• New technology

• wireless laptop• Blackboard & Banner

March 12, 2003

Preliminary Framework Plan

Strategic FrameworkMasterPlan

Planning Considerations•Campus Access and Identity•Stormwater and Wetlands•Open Space System•Vehicular Circulation and Service Access•Surface Parking•Pedestrian Circulation•Utility Corridors•Potential Building Sites

History of Change

•Need to improve service delivery• Capital Campaign in progress

•UTLC•Student Housing•Student Services Center

• Drivers for ‘Change’

Change Process – LTU Approach

• Hire Dean of Students• Leadership Retreat – Money game• Service Philosophy Retreat• Benchmarking Visits

Change Process – LTU Approach

• Developed common themes for fundraising and programming efforts • Engaged in behavioral research for communication •Reinvented End User Involvement• Created ‘U Serving You’

U Serving You• Identify processes and functions that can be integrated into a collocated students services program that will meet the needs of our constituents• Integrate administrative student services to optimize efficiencies, enhance student services, remove redundancies and impact retention and recruitment of all constituencies• Create a common service philosophy that promotes core values of all service areas

Change Process – LTU Approach

• Develop common themes for fundraising and programming efforts •Development of Pilot Programs• Extensive cross-training program• Meetings w/Student Affairs & Enrollment Management

Change Process – LTU Approach

• Engagement of behavioral research for communication

Work DynamicsImportant Good At

Work Process0 5 0 5Work process involves completing a

series of predefined tasks

Innovation0 5 0 5Innovation is the creation and

implementation of new ideas and initiatives

Communication0 5 0 5Communication is the exchange of

information both formally and informally during work.

Learning0 5 0 5It is about collecting data, making sense

of it and then distilling or sharing that knowledge with others.

Decision Making0 5 0 5Decision making is the use of

information and knowledge to make informed decisions.

What you said...• Isolation causes lack of involvement with others…• Decisions need to be based on what’s good for our customer (students) vs. better for

“me”…• The environment must be optimized for service.• The space needs to draw students into it and want to be a part of it.• Students need to feel “warm and fuzzy” and not be confused by the chaos of the

office.• There needs to be separation between the “student zone” and the “work zone”.• Even when the door is closed people interrupt.• There are things that we do that require concentration.• There is no place to collaborate with coworkers.• Communication needs to be focused and the flow needs to be controlled.

Workplace Issues

Netw

ork B

(CAT

ALYS

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Network A (CONTENT)

Network Map

0,0 1,0.5,0

0,1 1,1.5,1The Steelcase Network AnalysisTM

Tool automatically plots the 5 Business Dynamics on the chart using combinations of networks as shown below

.5,.5

.75,.75

.25,.25

.55,.55

.65,.65

Decision Making+

Social network

Communication

Improvement network+

Expert Advice network

Learning

Decision Making network

+

Expert Advice network

Decision Making

Work Process network+

Social network

Work Process

Innovation network+

Social network

Innovation

Network Analysis

Product –Programming Response

Common Service Philosophy

• In order to insure the success of our students, we will:

• Provide Consistent high-level service• Focus on customer satisfaction• Create an environment of teamwork and improvement• Commit to a never-ending search for a better way.

Common Service Philosophy

• Provide consistent Level Service • Use established policies & Procedures for fairness & consistency but without a narrow vision• Email and phone considerations• Staff and services are easily accessible

Where are we today• Moved In-Settled in-Still growing• Broken barriers – silos are gone• Using our new Common Service Philosophy• Changing and improving process• Communicating more with each other• More satisfied customers including faculty and staff• Continuing cross-training

Questions?