Overview of how Spokane Community Colleges used a Lean Process to refine their student services work.

1. 1
COMMUNITY COLLEGES
OF SPOKANE
STUDENT SERVICES
TRANSFORMATION
THROUGH CONTINUOUS
IMPROVEMENT
Seattle Community College District
October 3, 2011

2. The Goal
2
Impact  Improve student services by
Washington
eliminating activities that don’t add
Student
Services, IT,
value for students and enhancing
Business those that do
Office
Colleagues  Define value from the perspective of
the student and meet all these
criteria
 Enhance student learning;
 Modify the student learning at some
level by changing its fit, form, or
function;

3. Meet Joe
3
Full-
time, single, low-
income, and
working part-time
while living in
Spokane.
First generation
student, requiring
some
developmental
classes.
Wants a
degree, is
financially
independent, and
has access to a
computer and

4. Joe’s NEW CCS Admissions, Registration
and Financial Aid Processes
4
From standard
processes, foc
us on student
success, mea
surement, and
continuous
improvement

5. Joe, Welcome to the World
5
of Possibilities!
Marketed and
open to the
public, CCS
College
Information
Nights
scheduled
alternatively on
campuses
AND
Information on
all CCS
programs on
the student
portal

6. Joe’s One-Stop: My Bigfoot
6
Eight steps
to becoming
a CCS
student
regardless of
the
institution
AND
ALL CCS
students are
welcomed
by the
Chancellor
and provided
the same
important
guidance

7. Joe’s Road Map
7
Common
application, financial
aid, add/drop, and update
forms, done once and
shared across the
institutions
Common
deadlines, payment
online, and fee waiver
policy
Tests available at all sites
with drop-
in, evening, weekend slots
Common registration
video tutorial, post-test
triage, and orientation

8. Not Value-added but Necessary
8
Parking pass
payment
Coding
standards
Project
management
and
communication
Training
Student trial-run
E-forms
Sharepoint

9. Success Metrics
9
Evaluation Item
Did having a firm application deadline make a difference in student success?
Retention of students during first quarter
GPA of students during first quarter
Do we see a spike in applications just before the deadline compared to previous years? (i.e., did having a deadline cause procrastinators to
apply earlier, did they attend next quarter, or did we just lose those students?)
For students who applied during the last possible month…
o …before app deadline imposed (A90, B01):
st
 Attended 1 quarter
nd
 Returned 2 quarter
st
 1 quarter GPA
o …after app deadline imposed (B12):
st
 Attended 1 quarter
nd
 Returned 2 quarter
st
 1 quarter GPA
Looking at all applicants
o …before app deadline imposed (A90, B01):
st
 Attended 1 quarter
nd
 Returned 2 quarter
st
 1 quarter GPA
o …after app deadline imposed (B12):
st
 Attended 1 quarter
nd
 Returned 2 quarter
st
 1 quarter GPA
Did having uniform processes and dates open more enrollment opportunities for students?
Are there more concurrent enrollees and are they satisfied or successful in their concurrent enrollments?
How effective were our interactions with students, was the information we shared consistent and correct, and are students better self-advocates?
Info Nights evaluation (Pre/Post survey about content)
NSO evaluation (Pre/Post survey about content)
Triage focus group
(Note focus group can also illuminate Portal, Info Nights & NSO)
Are students using the new student portal and its components including the screen cast?
Page hits (compare page hits from college sites to similar pages on portal)
Portal videos – how often used?

10. More Metrics
10
Is the new testing process working?
# Tested, no-shows, repetitive no-shows, drop-ins, day and time of testing
Are processes quicker for students?
Before and after cycle times
Has overall student satisfaction with student services improved?
Noel Levitz
CCSSE
Are staff satisfied with the changes? What should be improved?
Staff survey
Are contacts (phone calls, emails) through the switchboard, admissions, and testing
less, or less repetitive, or more individualized to student concerns?
Have financial aid processes improved?
# and % of student files packaged
# and % of priority student files packaged before the first day of class

11. Coming Soon, Joe!
11
Testing protocol
Advising and
FYI
Waitlist
procedures
Book availability
Portal v.2 and
email protocol
Contact:
Dr. Janet
Gullickson
jgullickson@ccs.spokane.e
du
509.434.5062