Welcome Center Presentation_final

Organization Background

• Office of Enrollment Services Communication and Marketing (ESCM):

• Provides communication and marketing services to all departments within the Enrollment Services suite in order to support operations and initiatives.

• Seeking to develop a check-in and triage system to mitigate long lines and unnecessary wait times.

2

Areas of Responsibility

Admissions

• Undergraduate Admissions

• Freshmen Admissions

• Transfer Admissions

• International Admissions

• Admissions Events

• Graduate Admissions

Business Services

• Tuition and Fees

• Billing Due Dates

• Payment Matters

• Tax Information

• Orientation

Areas of Responsibility cont.

University Registrar

• Registration & Enrollment

• Academic Records

• Enrollment verification

• Graduation Application

• Classroom Scheduling

• Catalog & Curriculum

• Final exam schedule

Scholarships & Fin. Aid

• Scholarships

• Loans

• Grants

• Work-Study

• Graduate Fellowships & Scholarships

• Outreach

Define the Problem

Problem Statement:

The UH Welcome Center has an opportunity to improve strategic enrollment management across the intake process.

Expected Outcomes:

Reduce student wait time in UH Welcome Center. Initial improvement plan will be prepared by June 21st 2016 and implemented by July 27th 2016. Impact will be evaluated 6 and 12 months following implementation.

Methodology

• The DMAIC method under Six Sigma consists of the following five steps which can be used to achieve the objectives of this project:

ControlImproveAnalysisMeasureDefine

Expected Results

Create an exceptional student experience:

Customer: Critical to Quality (CTQ)

• Reduce or Eliminate Wait Time

Internal: Critical to Quality (CTQ)

• Support DSAES Strategic Initiatives 2 & 4, enhance student experience and improve processes and procedures

Project Timeline

6-Jun 13-Jun 20-Jun 27-Jun 4-Jul 11-Jul 18-Jul 25-Jul 1-Aug 8-Aug 15-Aug 22-Aug 29-Aug

Define 21-Jun

Measure 29-Jun

Analyze 21-Jul

Improve 27-Jul

Control31-

Aug

Timeline (Define, Measure, Explore, Develop, and Implement):• 3 Months = June, July, August (Define/Measure)• 2 Months = September and October (Analyze/Design)

High Level Process Map

Pre-Process:Student waits in line to explain issue/inquiry

Check-In:Student steps to welcome desk, explains issue

Staff gives student a number

Student waits for number to be

called

Student explains inquiry to next

staff

Post-Process: Student waits for staff to research

issue

Student problem resolved

Process Maps

• Advising

• Financial Aid

• Orientation

• Application/Enrollment

• Advising

• Financial Aid

• Orientation

Measure

• Total waiting time for check in

• Total time waiting after ticket number is received in both check in areas

• Total time to triage by priority

• Number of high priority students

• Time taken to research issue/inquiry

• Time taken to for inquiry resolution

Data Collection Methods

• PeopleSoft reports & current survey data

• Direct observations

• Staff interviews

• Voice of Customers/Students (VOC) using a questionnaire

• Survey Wait Time Expectations

• Lobby Wait Satisfaction Ratings

• Survey Acceptable Lobby Wait Time Ranges

Enrollment Data

Source: http://www.uh.edu/strategic-enrollment-planning/progress-towards-university-targets-and-goals/

HeadcountStudent

Level

Fall 2016 2014-16

% Diff

Fall 2016 2014-16

% Diff

Fall 2016 2014-16

% DiffUGRD - FTIC 281 36.4% 9,716 10.8% 9,997 11.4%

UGRD - Transfer 39 105.3% 10,590 10.3% 10,629 10.5%All Undergraduate 320 42.2% 20,306 10.5% 20,626 10.9%Post-Bacc 39 129.4% 647 11.2% 686 14.5%Masters 47 -32.9% 1,627 -6.5% 1,674 -7.6%Doctoral 11 -31.3% 459 -3.2% 470 -4.1%All Graduate 58 -32.6% 2,086 -5.8% 2,144 -6.8%Law 11 -56.0% 472 -1.0% 483 -3.8%Pharmacy 61 90.6% 277 24.2% 338 32.5%All Special Prof. 72 26.3% 749 6.4% 821 7.9%

Total 489 27.0% 23,788 8.8% 24,277 9.1%

New Continuing Total

Admissions SummaryFTIC

Total Applications Completed Applications Admitted Applicants Enrolled

26,476 18,687 11,154 281

Transfer


7,314 4,115 3,486 24

Re-admission


525 154 112 58

Post - Bacc


442 179 156 41

Masters


5,804 3,181 1,453 102

Doctoral


3,320 2,387 564 33

Source: http://www.uh.edu/strategic-enrollment-planning/progress-towards-university-targets-and-goals - as of 5/15/16

Check In # 1 Check In #2Triage Point

Site Visit

UH Welcome Center

Check In #1

Check In #2

Analyze

• Brainstorming session

• Affinity diagram

Long Wait Time

@ Welcome

Center

Cause & Effect Diagram

2016 2017

Today May 23rd

Day 1 29 57 85 113 141 169 197

FTIC Admission Deadline7/1/2016

Transfer Deadline7/15/2016

Beginning of Term8/22/2016

End of term

12/3/2016

Freshmen Enrollment Begins

6/2/2016

NSO Begins6/2/2016

End of NSO8/15/2016

Last Day to Add Class8/29/2016

Installment Plan Deadline

11/27/2016

University Payment/Installment Plan

12/16/2016

• 52 Days for Freshman Orientation

• Mandatory Orientation Student Registers

• Surge of Welcome Center Traffic

FTIC – First Time In CollegeNSO – New Student Orientation

Improve

• Brainstorming by project owners and members

• Testing the solutions

• Assessing the outcome of the executed solutions

• Select the best solutions

• Design implementation plan

Possible Solutions

• Iphone App CRM Tools

• Student Flow Facilitator

• Volunteer Team Communication

• Modified Zoning & Triage

• HUGE BIG OLE Communication Board

• Department Protocols

• Stakeholder Support

Queue Management Apps

• How many students are waiting and how long they’ve been standing in line

• Call students out of order or skip if needed

• Multiple customizable service lines

• Analytics on hourly & daily visits, waiting time

• Common questions collection

Control

• Guidelines & Assigned Responsibility

• New Standard Operating Procedure

• Data Review, Reporting & Accountability

• Quarterly manual/automated data analysis

• Monthly reports and control charts

• Communication & Recognition

• Incorporation of staff recognition for ongoing positive results

Questions

5/22/2016 24

Documents

Welcome Center Presentation_final