The Student Service Center at the University of Toledo strives to provide quality academic advising and services to undergraduate students. It has invested in web technologies and a degree audit system to improve access and services. During peak times like registration, there are long wait times for walk-in advising. Potential solutions include opening a temporary coffee shop or game area to occupy students while waiting, and hiring additional temporary advisors. Emerging issues include balancing technology with personal contact, ensuring access to online services, and adapting facilities and services to changing student needs from increased enrollment.

1. Student Service Center at the University of Toledo Business Department

2. Student Service Center Mission Statement The College of Business Administration Student Services Center strives for excellence in its services to all constituents and is committed to providing quality academic advising to undergraduate students to assist them in achieving their highest academic goals. Stranahan Hall- College of Business

3. Brief Contents Web technology. Degree Audit. Freshmen operation. Walk –in time during registration. Advising outcomes. Problem analysis and solution. Emerging issues.

4. web base technology and Degree audit system University of Toledo made a lot of investments in the information system. Moved from student de-centralization to centralization system to increase service performance and decrease cost. The university web is working as front-end . Degree audit is a new Solution to increase a service quality.

5. Web site Content General education curriculum such as Business department, engineering , and graduate Admission requirements. Distance learning. Library information. UT events and campuses life. University Policies and rules.

6. Web technology advantages Using Web technology let students switch from traditional way to register, Financial application to self-service transactions on the web. web base system lets students ,facility , and staff to access from any computer on the internet. Open 24 hours a day , 7 days a week. Electronic and less paper consuming . One source easily found and understands. Students , faculty , and /alumni can determine timing of information flow.

7. Different Between traditional way and Web Site Technology.

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

10. Reading A degree Audit At the top of the degree audit is the student name , advisor name , graduation date , catalog and major/minor selected. The entire left Requirements Column is divided into five categories First category is GENERAL EDUCATION Curriculum second category is the required courses within the particular MAJOR Third category lists the Final REQUIERMENTS Fourth category lists the ELECTIVES are not applicable to geranial education requirements or major Fifth category lists the Minor

11. Cont……… The Middle column on the degree audit form has a heading of STATUS . IT includes some options In progress : the student is currently enrolled in the course. Substitution : one course has been substituted for other. Transfer : a course has been taken at other school and transferred. Enrolled : the student has registered for the course for upcoming term.

12. Cont……… Waive : the course has been waived by the department. Incomplete: it means the student has not met all the requirements in specific category. Complete: good news ! All of the requirements for each specific category have been completed.

13. Cont……. The right column is the completion column. The course identification and title. The grade received. The credit earn , and a semester where the credits were earned. Across the bottom of all three columns is a COURES NOT USED area. Across the bottom of the audit and outside of the blocks is summery of the student’s course work.

14. Student’s conduct their operation by using Degree Audit

15. Student Service Operations

16. Freshmen Student Operations Pre -admission counseling for high school students who are interested in full-time or part-time studies A "home base" information area for all new students once they arrive on campus. A point of contact and if necessary, refer students to an academic and/or administrative departments. Answers to students questions and offers an opportunity to learn more about the University community. Assistance to students seeking help in understanding the course selection process. The Center will take these students through the course selection process enabling them to determine their own timetable using a degree audit technique.

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

18. Cont……….. Walk-In Advising will be available in ST 1016 during the following times:

19. Registration Priorities Fall 2004 and Spring 2005.

20. Advisors and Specialization Mary G. Ormson, Assistant Dean She is assistant dean, Ms. Ormson also handles academic appeals, business minors for non-business students and Debbie A. Jones. Transfer Student Specialties Mrs. Jones specializes in transfer credit evaluations, athletic advising, college proficiency exams, international student advising, and general advising. Barb Robertson Snavely, Academic Services & Graduation Specialist Mrs. Robertson Snavely solves graduation issues and problems with degree audits

21. Cont……….. Nancy A. Lapp, Academic Services and Honors Specialist Mrs. Lapp is responsible for honors advising and inquiries, study abroad information, and general academic advising. Darlene Stevens, Enrollment Management Specialist Mrs. Stevens focuses on high school recruitment, college retention programs, and campus student organizations.

22. Office 1 Office 2 Office 3 Office 4 Office 5 File room (Active, and appeal) Meeting Room And 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

23. Advising Outcomes Reliability : Most of students said that the service beings on time . Responsiveness : Most of students said that employees are willing to help students. Assurance : the employees have a good knowledge about school polices procedures that students want. Empathy : employees in both back office and front office show caring attention to students. Tangibles: they have excellent physical facilities . Waiting time and scheduling: waiting on line long time during Walk in operation.

24. Problem identification and solution Student Service center face some difficulty to manage the peak on the demand in the walk-in time. There is no enough budget sources to add new advisor and new office. Solution: Cash flow improvement and student’s perception. Open regular mobile coffee shop that will be located in the ST during registration time , and beginning of the year ( Fall semester). Hire four students to work in daily bases and salary range from 4 to 5 dollar. Collecting the profit in daily bases. Opening the coffee shop will let students to forget how much they are waiting on line .

25. Cont……… Entertainment section.( long term plan) Find out empty place that will include video game , ball tables , and bowling and so on. Heir part timers. Open during the weekend , weekday , and holidays. Collecting profit and cover future costs. Recruitment. Hiring students who are looking for internship. Hiring international students who are looking for temporary job. Hiring assistance advisor during the walk –in-time. ( no package benefit and less working hours less than 40hrs)

26. Cont…… Layout: Increase space of the facility in the back office to bring more staff. Increase the chairs in front office. add new Benches across from ST 1014. ( long term plan) Technology: New fax Copy machine High-volume printing service that provide inexpensive on computer printing. Live chat between front office and back office employees.

27. Emerging 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.

28. Cont…… Balancing Technology and Personal Contact in Serving Students . The increasing availability of on-line information and services to assist students. To support the increased use of technology in the delivery of information and services, there will be a need for investment in technology infrastructure as well as staff training. The increased availability of information and services through technology will create increased student expectations of instant responses to inquiries and concerns. Continued efforts must be made to insure that all students are provided with the access and support necessary to be able to utilize the information and services available on-line.

29. Cont…….. Facilities. With increased student enrollment will come a requirement for increased facilities to accommodate services to students. there will be some needs for expanded centralized student services facilities, it is expected that there will be need for more flexible facilities. Assessing the Impact that Changes in the Student Profile Created by Increased Enrollment Will Have on Services to Students. The entering class level of students will differentially impact demand for services.Freshmen need mandatory advising sessions in orientation and throughout the first year. Transfer students need early access to undergraduate advisors in major departments for advice and program planners.

30. Thank You Any Questions.