Student Service Center at the Student Service Center at the

University of ToledoUniversity of Toledo

Business Department Business Department

Student Service Center Mission Student Service Center Mission

StatementStatement • The College of Business The College of Business

Administration Student Administration Student Services Center strives for Services Center strives for excellence in its services to excellence in its services to all constituents and is all constituents and is committed to providing committed to providing quality academic advising to quality academic advising to undergraduate students to undergraduate students to assist them in achieving assist them in achieving their highest academic goals.their highest academic goals.

Stranahan Hall- College of Business

Brief ContentsBrief Contents

• Web technology. Web technology.

• Degree Audit. Degree Audit.

• Freshmen operation.Freshmen operation.

• Walk –in time during registration.Walk –in time during registration.

• Advising outcomes.Advising outcomes.

• Problem analysis and solution.Problem analysis and solution.

• Emerging issues. Emerging issues.

web base technology and Degree audit web base technology and Degree audit systemsystem

• University of Toledo made a lot University of Toledo made a lot of investments in the information of investments in the information system. system.

• Moved from student de-Moved from student de-centralization to centralization centralization to centralization system to increase service system to increase service performance and decrease cost.performance and decrease cost.

• The university web is working as The university web is working as front-end .front-end .

• Degree audit is a new Solution to Degree audit is a new Solution to increase a service quality.increase a service quality.

Web site ContentWeb site Content

• General education curriculum General education curriculum such as such as – Business department, Business department,

engineering , and graduate engineering , and graduate • Admission requirements. Admission requirements. • Distance learning.Distance learning.• Library information. Library information. • UT events and campuses life. UT events and campuses life. • University Policies and rules.University Policies and rules.

Web technology advantagesWeb technology advantages

• Using Web technology let students switch from traditional Using Web technology let students switch from traditional way to register, Financial application to self-service way to register, Financial application to self-service transactions on the web. transactions on the web.

• web base system lets students ,facility , and staff to web base system lets students ,facility , and staff to

o access from any computer on the internet. access from any computer on the internet.

o Open 24 hours a day , 7 days a week.Open 24 hours a day , 7 days a week.

o Electronic and less paper consuming .Electronic and less paper consuming .

o One source easily found and understands.One source easily found and understands.

o Students , faculty , and /alumni can determine Students , faculty , and /alumni can determine timing of information flow.timing of information flow.

Different Between traditional way and Different Between traditional way and Web Site TechnologyWeb Site Technology..

Degree AuditDegree Audit • An analysis of a student's progress An analysis of a student's progress

toward meeting degree toward meeting degree requirements. The Audit provides a requirements. The Audit provides a summary of institutional summary of institutional requirements, General Studies and requirements, General Studies and major/minor program major/minor program requirements. Students have access requirements. Students have access to degree audit on-line via to degree audit on-line via WebEASI, from their academic WebEASI, from their academic advisor or the Office of Student advisor or the Office of Student Records and Registration. Records and Registration.

Reading A degree AuditReading A degree Audit

• At the top of the degree audit is the student name , advisor name , At the top of the degree audit is the student name , advisor name , graduation date , catalog and major/minor selected.graduation date , catalog and major/minor selected.

• The entire left The entire left Requirements ColumnRequirements Column is divided into five is divided into five categories categories

• First categoryFirst category isis GENERAL EDUCATIONGENERAL EDUCATION Curriculum Curriculum

• second category is the required courses within the particular second category is the required courses within the particular MAJORMAJOR

• Third category lists the Third category lists the Final REQUIERMENTSFinal REQUIERMENTS

• Fourth category lists the Fourth category lists the ELECTIVESELECTIVES are not applicable to are not applicable to geranial education requirements or majorgeranial education requirements or major

• Fifth category lists the Fifth category lists the MinorMinor

ContCont………………

– The Middle column on the degree audit form has a heading The Middle column on the degree audit form has a heading of of STATUSSTATUS. IT includes some options. IT includes some options

• In progressIn progress : the student is currently enrolled in the : the student is currently enrolled in the course.course.

• SubstitutionSubstitution : : one course has been substituted for one course has been substituted for other.other.

• TransferTransfer : : a course has been taken at other school and a course has been taken at other school and transferred.transferred.

• EnrolledEnrolled : : the student has registered for the course for the student has registered for the course for upcoming term.upcoming term.

ContCont………………

– Waive :Waive : the course has been waived by the department. the course has been waived by the department.

– Incomplete:Incomplete: it means the student has not met all the it means the student has not met all the requirements in specific category. requirements in specific category.

– Complete:Complete: good news ! All of the requirements for each good news ! All of the requirements for each specific category have been completed.specific category have been completed.

ContCont.…….……

• The right column is The right column is the completionthe completion column. column.

– The course identification and title.The course identification and title.

– The grade received.The grade received.

– The credit earn , and a semester where the credits were The credit earn , and a semester where the credits were earned.earned.

• Across the bottom of all three columns is a Across the bottom of all three columns is a COURES NOT COURES NOT USEDUSED area. area.

• Across the bottom of the audit and outside of the blocks is Across the bottom of the audit and outside of the blocks is summery of the student’s course work.summery of the student’s course work.

Student’s conduct their operation by Student’s conduct their operation by using Degree Auditusing Degree Audit

Student Service OperationsStudent Service Operations

Freshmen Student OperationsFreshmen Student Operations

• Pre -admission counseling for high school students who are Pre -admission counseling for high school students who are interested in full-time or part-time studiesinterested in full-time or part-time studies

• A "home base" information area for all new students once A "home base" information area for all new students once they arrive on campus. they arrive on campus.

• A point of contact and if necessary, refer students to an A point of contact and if necessary, refer students to an academic and/or administrative departments. academic and/or administrative departments.

• Answers to students questions and offers an opportunity to Answers to students questions and offers an opportunity to learn more about the University community. learn more about the University community.

• Assistance to students seeking help in understanding the Assistance to students seeking help in understanding the course selection process. course selection process.

• The Center will take these students through the course The Center will take these students through the course selection process enabling them to determine their own selection process enabling them to determine their own timetable using a degree audit technique.timetable using a degree audit technique.

Walk in operationWalk in operation

• Walk-In times have been created to accommodate student Walk-In times have been created to accommodate student demand during priority registration and other high peak times. demand during priority registration and other high peak times. The sign-in list for walk-ins is available one-half hour prior to The sign-in list for walk-ins is available one-half hour prior to the beginning of the scheduled walk-in time. Students may the beginning of the scheduled walk-in time. Students may leave during the scheduled time, but must be present by the leave during the scheduled time, but must be present by the end time posted. There is often a wait, but the advisers will see end time posted. There is often a wait, but the advisers will see everyone who has signed in on the list.everyone who has signed in on the list.

ContCont..………..………

• Walk-In Advising will be available in ST 1016 during the Walk-In Advising will be available in ST 1016 during the following times:following times:

Registration Priorities Fall 2004 and Spring Registration Priorities Fall 2004 and Spring 20052005..

Advisors and SpecializationAdvisors and Specialization

• Mary G. Ormson, Assistant DeanMary G. Ormson, Assistant Dean– She is assistant dean, Ms. Ormson also handles academic She is assistant dean, Ms. Ormson also handles academic

appeals, business minors for non-business students and appeals, business minors for non-business students and •    Debbie A. Jones. Transfer Student SpecialtiesDebbie A. Jones. Transfer Student Specialties

– Mrs. Jones specializes in transfer credit evaluations, athletic Mrs. Jones specializes in transfer credit evaluations, athletic advising, college proficiency exams, international student advising, college proficiency exams, international student advising, and general advising.advising, and general advising.

•   Barb Robertson Snavely, Academic Services & Graduation SpecBarb Robertson Snavely, Academic Services & Graduation Specialistialist – Mrs. Robertson Snavely solves graduation issues and Mrs. Robertson Snavely solves graduation issues and

problems with degree auditsproblems with degree audits

ContCont..………..………

• Nancy A. Lapp, Academic Services and Honors Specialist – Mrs. Lapp is responsible for honors advising and Mrs. Lapp is responsible for honors advising and

inquiries, study abroad information, and general inquiries, study abroad information, and general academic advising.academic advising.

• Darlene Stevens, Enrollment Management SpecialistDarlene Stevens, Enrollment Management Specialist – Mrs. Stevens focuses on high school recruitment, college Mrs. Stevens focuses on high school recruitment, college

retention programs, and campus student organizations. retention programs, and campus student organizations.

Office 1 Office 2 Office 3 Office 4 Office 5 File room (Active, and appeal)

Meeting RoomAnd Non active files

Students

RECEPTION

Blue Print of Service operation

1

2

3

Process Flow and information technology .

Front office operation (students and workers).

Back office operation includes front office tasks.

Files and inspection operation

1

2

3

Advising OutcomesAdvising Outcomes

• Reliability :Reliability : Most of students said that the service beings on Most of students said that the service beings on time .time .

• Responsiveness :Responsiveness : Most of students said that employees are Most of students said that employees are willing to help students.willing to help students.

• Assurance :Assurance : the employees have a good knowledge about the employees have a good knowledge about school polices procedures that students want.school polices procedures that students want.

• Empathy :Empathy : employees in both back office and front office employees in both back office and front office show caring attention to students. show caring attention to students.

• Tangibles:Tangibles: they have excellent physical facilities . they have excellent physical facilities .

• Waiting time and scheduling:Waiting time and scheduling: waiting on line long time waiting on line long time during Walk in operation.during Walk in operation.

Problem identification and solutionProblem identification and solution – Student Service center face some difficulty to manage the peak on the Student Service center face some difficulty to manage the peak on the

demand in the walk-in time.demand in the walk-in time.

– There is no enough budget sources to add new advisor and new office.There is no enough budget sources to add new advisor and new office.

• Solution: Solution:

– Cash flow improvement and student’s perception. Cash flow improvement and student’s perception. Open regular mobile coffee shop that will be located in the ST Open regular mobile coffee shop that will be located in the ST

during registration time , and beginning of the year ( Fall during registration time , and beginning of the year ( Fall semester).semester).

Hire four students to work in daily bases and salary range from Hire four students to work in daily bases and salary range from 4 to 5 dollar.4 to 5 dollar.

Collecting the profit in daily bases.Collecting the profit in daily bases. Opening the coffee shop will let students to forget how much Opening the coffee shop will let students to forget how much

they are waiting on line .they are waiting on line .

ContCont………………

• Entertainment section.( long term plan)Entertainment section.( long term plan)

– Find out empty place that will include video game , ball tables , Find out empty place that will include video game , ball tables , and bowling and so on. and bowling and so on.

– Heir part timers.Heir part timers.

– Open during the weekend , weekday , and holidays.Open during the weekend , weekday , and holidays.

– Collecting profit and cover future costs.Collecting profit and cover future costs.

• Recruitment.Recruitment.

– Hiring students who are looking for internship.Hiring students who are looking for internship.

– Hiring international students who are looking for temporary job.Hiring international students who are looking for temporary job.

– Hiring assistance advisor during the walk –in-time. ( no package Hiring assistance advisor during the walk –in-time. ( no package benefit and less working hours less than 40hrs)benefit and less working hours less than 40hrs)

ContCont…………

• Layout:Layout:

• Increase space of the facility in the back office to bring more Increase space of the facility in the back office to bring more staff. staff.

• Increase the chairs in front office.Increase the chairs in front office.

• add new Benches across from ST 1014. ( long term plan)add new Benches across from ST 1014. ( long term plan)

– Technology:Technology:

• New fax New fax

• Copy machine Copy machine

• High-volume printing service that provide inexpensive on High-volume printing service that provide inexpensive on computer printing.computer printing.

• Live chat between front office and back office employees.Live chat between front office and back office employees.

Emerging IssuesEmerging Issues • Developing Alternate Models for Services to Students

– The time frame being considered for increasing enrollment provides an opportunity for considering new ways to offer services to students.

– The opportunity and need to rethink partnerships between divisions will be essential with an increase in enrollment.

– Alternative models of service delivery should increase the cross-training and sharing of staff across units to better utilize staff to respond to varying cycles of student service demand.

– The increased use of technology to provide information and services and the cross-training of staff will also achieved to develop a core of student.

ContCont…………

• Balancing Technology and Personal Contact in Serving StudentsBalancing Technology and Personal Contact in Serving Students ..

1.1. The increasing availability of on-line information and services to The increasing availability of on-line information and services to assist students. assist students.

2.2. To support the increased use of technology in the delivery of To support the increased use of technology in the delivery of information and services, there will be a need for investment in information and services, there will be a need for investment in technology infrastructure as well as staff training. technology infrastructure as well as staff training.

3.3. The increased availability of information and services through The increased availability of information and services through technology will create increased student expectations of instant technology will create increased student expectations of instant responses to inquiries and concerns.responses to inquiries and concerns.

4.4. Continued efforts must be made to insure that all students are Continued efforts must be made to insure that all students are provided with the access and support necessary to be able to utilize provided with the access and support necessary to be able to utilize the information and services available on-line.the information and services available on-line.

ContCont..……..……• Facilities.Facilities.

– With increased student enrollment will come a requirement for With increased student enrollment will come a requirement for increased facilities to accommodate services to students. increased facilities to accommodate services to students.

– there will be some needs for expanded centralized student services there will be some needs for expanded centralized student services facilities, it is expected that there will be need for more flexible facilities, it is expected that there will be need for more flexible facilities.facilities.

• Assessing the Impact that Changes in the Student Profile Created by Assessing the Impact that Changes in the Student Profile Created by Increased Enrollment Will Have on Services to Students.Increased Enrollment Will Have on Services to Students.

– The entering class level of students will differentially impact demand The entering class level of students will differentially impact demand for services.Freshmen need mandatory advising sessions in orientation for services.Freshmen need mandatory advising sessions in orientation and throughout the first year. and throughout the first year.

– Transfer students need early access to undergraduateTransfer students need early access to undergraduate advisors in major advisors in major departments for advice and program planners.departments for advice and program planners.

Thank YouThank YouAny QuestionsAny Questions . .