Presentation to visually familiarize the audience with the scope and intent of registrar services centralization from 12 campuses in four states with 12-16 support personnel servicing 3,000 students, 200+ faculty, to a single office in with 8 personnel.
2. WHAT IS THE ORGANIZATIONAL GOAL?
• Cultivate knowledge experts
• Establish frameworks of service
• Design scalable, replicable processes
STATEMENT OF PURPOSE
STATEMENT OF ACTION
Transition to a hybrid face-to-face, virtual environment.
Promote exceptional customer care.
4. FORM (People)
So this means that you do not have
specific people assigned to an
individual campus but are working a
pool of registrars?
From a one-campus-one-registrar
model to a SUBJECT EXPERT MODEL
where one or two registrars are the
subject expert.
5. *NEW-IMPROVED*: Open System
• Subject experts manage single service
• Service is managed from beginning to end
• One framework, irrespective of campus
• Communication driven by technology
Now: Closed System
• One staff supports a single campus
• Begin new event once prior is complete
• Communication via email and voice
FUNCTION (Event/Task)
6. Now:
• Variable approaches on how’s, why’s
• Intended for 100% face-to-face
• Low threshold of document management
• Little to no standard conventions
*NEW* - IMPROVED:
• Re-write procedure to align with process
• Manage framework along timelines
• Leverage technology for document workflow
• Standard naming conventions
• Evolve from face-to-face to virtual
FLOW (Processes)
7. Knowledge
Transfer
New
Technology
Document
Processes
TIMELINE
• 8 Registrar Specialists
• Realign events to experts
• Educate experts, build
knowledge base
• Conduct staff interviews
• Restructure team around
strengths and skills
• Tailor and streamline data
• Engage in concise language
• Operate along agreed
timelines
• Toll free service number
• Registrar email address
• Webcam interface
• DocuSign Powerforms
• SchoolDocs
• Parchment Exchange
• Charter College “Compass”
• CampusVue workflows
• SharePoint resources
• AdAstraScheduling
• Forecasting Tools
• Map business process flows
• Evaluate if current methods
will meet expectations
• Paperless. Truly paperless.
• Electronic signatures
• Digitization of externship
timesheets
• Seamless document upload
• Maximize audit trail to ensure
and promote compliance