Business Process Improvement Review

Optimize Your People and Processes

Institutions of all sizes struggle with operational challenges that impact performance, frustrate faculty and staff, and impact student satisfaction. Paper-based inefficiencies and inaccuracies. Overly complicated tasks. Outdated policies that don’t keep pace with new institutional technologies. Sound familiar?

AACRAO Consulting is ready to help you identify and address these and other barriers standing in the way of your operational efficiencies. Our Business Process Improvement Review delves into your enrollment processes to ensure they optimize human and fiscal resources while improving performance across departments.

Your Business Process Map

Your Business Process Improvement Review begins with a careful assessment of multiple areas — from delivery of student services to use of staff resources to workflow processes to how you leverage technology. We’ll help you identify any issues that impact your efficiency and performance. We’ll also include recommendations for process improvement, including technology needed for each step or action and time-to-completion.

Together, we’ll map out a new business process, allowing you to:

  • Perform tasks and activities more quickly and accurately
  • Improve responsiveness and therefore enhance student success/retention
  • Focus staff’s time and energy on more important activities
  • More clearly identify goals and measure your success in reaching them
  • Train staff more effectively and thoroughly on business processes
  • Make better use of technology to drive efficiencies and improve service

Contact AACRAO Consulting today to schedule your Business Process Improvement Review and learn how we can help you to operate more efficiently and effectively.

Related Resources

Worcester Polytechnic Institute (WPI)

May 8, 2020, 12:56 PM
Location : Worchester, MA

Founded in 1865 with a focus on science and engineering, WPI offers more than 50 undergraduate degree programs across 14 academic departments. When WPI formed its Enrollment Management Division in 2008, the Division’s newly instated Vice President, Kristin Tichenor, knew this was the ideal opportunity to assess the Registrar’s Office and identify opportunities for improvement that could bolster enrollment efforts. AACRAO Consulting was called in to assist with this endeavor.

Founded in 1865 with a focus on science and engineering, WPI offers more than 50 undergraduate degree programs across 14 academic departments. When WPI formed its Enrollment Management Division in 2008, the Division’s newly instated Vice President, Kristin Tichenor, knew this was the ideal opportunity to assess the Registrar’s Office and identify opportunities for improvement that could bolster enrollment efforts. AACRAO Consulting was called in to assist with this endeavor.

Prior to creating the Enrollment Management Division, WPI’s Registrar’s Office had largely been operating as a highly independent department, and without access to or knowledge of best practices. As a result, the Office had experienced significant challenges in promptly and efficiently serving students as well as faculty. Facing slow response times and lack of clarity, students and faculty alike had expressed frustration in their interactions with the Office.

As the new vice president overseeing the Registrar’s Office, Ms. Tichenor suspected much of the challenges stemmed from tunnel vision; the staff simply did not have access to or awareness of how other universities’ Registrar’s Offices operated in concert with admissions and enrollment. Ms. Tichenor knew there was ample room for improvement, but wanted an outside, neutral expert with fresh eyes to help in identifying and capitalizing on those opportunities.

AACRAO Consulting initiated the engagement with a 360-degree review of the Registrar’s Office staffing structure, practices and policies. AACRAO Consultants meet with line staff, leadership, faculty, and Governance Committee Chairs to assess the Office’s effectiveness in meeting its responsibilities while responding to the needs of students and faculty.

Through their assessment, AACRAO Consulting uncovered and addressed multiple barriers to efficient and effective operations. Their review found that the Registrar’s Office staff was not adequately empowered or equipped to make informed decisions. Compounding that challenge, staff were more focused on strictly enforcing rules as opposed to finding solutions that generated results for students and faculty.

AACRAO Consulting provided actionable recommendations on professionalizing the Office and empowering its staff to become not just by-the-book processors but creative and responsive problem-solvers.

Following the initial engagement, WPI invited AACRAO Consulting to return for a follow-up assessment to evaluate the successful implementation of initial recommendations and identify additional actions the university could take to achieve its longer-term goals.

AACRAO Consulting’s findings and report provided the data-backed evidence WPI leadership needed to make a concerted investment in supporting the Registrar’s Office. The Office staff were equipped with the tools and knowledge they needed to make decisions, work more productively, and make better use of resources to process more daily transactions with greater speed and accuracy. Faculty and students report a much more positive experience with the Office today, which in turn reflects well on the entire institution.

Greater efficiencies and improved service from the Registrar’s Office also made a significant contribution to WPI’s boost in enrollment and yield. Following the first and second AACRAO Consulting engagements, WPI saw an increase in enrollment from 3,522 students in the fall 2009 to 4,435 students in fall 2017.

Events

Testimonials

I appreciate the experience, tact, diplomacy and empathy that AACRAO Consulting brought to our engagement. Sometimes consultants come in and just focus on everything the staff is doing wrong. AACRAO Consulting was different. They understood and recognized the challenges our Registrar’s Office staff were facing, and knew they needed the support, training and authority to do their jobs better. Both engagements with AACRAO Consulting were a game-changer for WPI.

Kristin Tichenor, Senior Vice President of Enrollment & Institutional Strategy, Worcester Polytechnic Institute