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Cultivating KAIZEN:Using Continuous Improvement Strategies
in Admissions
Cate ClarkDirector of Admissions, Regis University
AGENDAKAIZEN Concept, Principles & Standards
Explore Five Key Areas for Application of Kaizen in Admissions
Review Impact, Results, & Resources
Q & A
KAI · ZEN: ImproveA Japanese philosophy of the practice of continuous improvement, based on certain guiding principles.
Improvement is never-ending
Feedback is essential to improvement
Standards are essential
Small changes lead to big results
PRINCIPLES
Represent the best & most effective & efficient way to do the job
Offer the best way to preserve “best practices” and expertise as employees come & go
Provide a way to measure performance consistently
Show a relationship between cause & effect and provide bases for maintenance & improvement
STANDARDS
Think of HOW TO DO IT, not why it cannot be done
Seek the wisdom of 10 people vs. the knowledge of one
Question current practices
Ask WHY five times, and seek the root cause
BASIC RULES
Questions to ask to cultivate KAIZEN1. What is working well?
2. What is not working well?
3. What standards (if any) are in place to meet our objectives?
4. What do our internal processes look like to ensure standards are consistently met?
5. What changes must be made to the currently existing process so it looks and functions to be most effective and most efficient?
6. What are the smallest steps we can take to be more efficient?
7. What are small steps we can take to be more effective?
8. How will we measure our progress?
PLANACT
CHECK DO
Establish
ImplementMonitor & Review
Maintain & Improve
CONTINUOUS IMPROVEMENT
~3100
>100
26
147
Post-Traditional New
Enrollment Annually
Post-Traditional Programs
Post-Traditional Admissions
Counselor Team
Average Annual Enrollment Goal per
Counselor
PEP!Passionately Empowering Possibilities
We will lead the industry in innovative admissions practices, exceeding ambitious enrollment goals.
Own It.Cultivate Team.Imagine Better.
MISSION VISION VALUES
KEYS to KAIZEN
05
MARKETING
01
• Brand unity• Compelling & creative content• Audience segmenting• Media channel optimization• Event marketing
Marketing
TALENT DEVELOPMENT
02
Onboarding Core Competencies & Responsibilities
Strengths Coaching
ROAD-Map Feedback
Ongoing Training
Succession Planning &
Certification
06 KEY RESPONSIBILITI
ES
Prospect & Territory DevelopmentPositive Student EngagementApplication & Enrollment Completion ProcessProgram, Compliance, & Technology Knowledge Expertise Professional DevelopmentProfessionalism & Campus Citizenship
07 CORE COMPETENCIES
Contact StrategyPositive Student Engagement
Systems & TechnologyFollow-Up & Next Steps Communication
RU General KnowledgeRU Programmatic Knowledge
Compliance
Onboarding Core Competencies & Responsibilities
Strengths Coaching
ROAD-Map Feedback
Ongoing Training
Succession Planning &
Certification
07 TRAINING CATEGORI
ES
Program KnowledgeInquiry Management & Contact StrategyStudent EngagementStudent Support Services & Segment AudiencesSystems & TechnologyWell-BeingLeadership Development
TIMELINE
APR 2015 – DEC 2016
PROCESS03
Pipeline Manageme
nt
CRM Inquiry Status DefinitionsContact Strategy
Ad Hoc Event & Advertising RequestsEvent Fulfillment ProcessNew Program Launches
Decision Status DefinitionsDecision Letter Automation
Deferred Admissions Guidelines & ProcessApplicant Coding & Data Entry
Marketing & Fulfillment
Post-Decision
PROSPECT & STUDENT
ENGAGEMENT
04
Six Step Student Engagement Model
Your Mission
• Discovery questions
Your Career
• Career highlights & fit
Your Curriculum
• Curriculum highlights
Your Community
Your Commitment
Your Next Steps
• Highlight differentiators and strengthen credibility:
• History• Faculty• Jesuit
Values• Student
Services
• Establish expectations
• Adm. req.• Out of class
time commitment
• In class time commitment
• Financial investment & options
• Articulate next steps & deadlines to maintain momentum
• How to apply• Decision
process & timeline
http://info.regis.edu/welcome/PURL
TOOLS & TECHNOLOGY
05
HOW CAN WE LEVERAGE TECHNOLOGY?
• CRM• Automation & Segmentation• Email • Texting• Inquiry Submission Form
Optimization• Data & Reporting• PharmD Digital Experience• Counselor LMS
YOU CAN’T IMPROVE IF YOU DON’T
KEEP SCORE
GoalsInquiry to Enroll Reporting by Program, Media Channel, and Counselor Counselor PerformanceAnalyticsBenchmarking & ForecastingROI
105% 7.4% Growth YOY for Jan 2017 new
enrollment results
New enrollment goals achieved from May 2015 – Jan 2017
(5997 vs. goal of 5728)
RESOURCES
