1. Pasteurizing Systems, Processes, and Policies
Presented by Dr. Jim Black

2. “In a battle between good people and bad systems, the good people
always lose.”
Source: W. Edwards Deming

3. Is our website organized properly? Are policies administered
How do
our
policies
add
value?
Are policies
administered
consistently?
What are the
bottlenecks in
our process?
Does our
SIS perform
adequately?
Is our
website
organized
properly?
Need
Help!

4. Determine what systems, processes, and policies are needed.
Perform a gap analysis
Address identified gaps
Reengineer the service
Manage service expectations
Deliver optimal performance consistently

5. Critical Systems Student information system Website Web self-services
Enterprise portal
system
Phone system
CRM software
Social networking tools

6. Critical Systems Knowledge management Student handoff protocols
Message handling protocols
Chain of command protocols
Service delivery parameters
Service recovery plans

7. Critical Processes Campus visits Student inquiries Student enrollment
Academic advising and registration
Paying for college
Class scheduling
Degree planning

8. Critical Processes Student learning Academic support Personal support
Student life
Maslow’s Hierarchy
Graduation
Career services
Alumni services

9. The Campus Visit Experience
Welcome to Our School

10. Critical Policy Review
Annual policy review
Policy awareness/understanding
Policy administration
Policy exceptions
Policy compliance
Policy communication

11. Critical Policy Review
Alignment with institutional mission and values
Alignment with service philosophy
Alignment with “Student Bill of Rights”
Learner-centered

12. Student Tolerance Level
Unreliable systems, confusing
or cumbersome processes, and
brutal or inconsistently applied
policies cause far more student
dissatisfaction than employee
attitudes.

13. The bottom line… There is no chance to create a WOW
service experience if systems, processes,
and policies are dysfunctional or unreliable.