1. Getting Started in SEM: Building Collaboration Tally Hart SUNY Community College Enrollment Management

2. Advice from Arthur Ashe Begin where you are, use what you have, do what you can. There is no template for SEM: it all depends upon the academic context. What are the stated mission and goals of your campus as to the student outcomes desired? –If not clear, what do you believe they should be? Remember to state in terms of academic measures.

3. Environmental Scan Begin with virtual or actual walk-through as if you were a new student –What do you see sitting in lobbies? –What do you hear? What services fail to meet students’ needs –Backlog points –Repeat steps –When are students in the offices rather than in the classroom?

4. Building a Team Director sponsorship –The story of BARF –Resource pooling Heart of collaboration is middle management support and opportunity to direct change –Report to Directors rather than seek their permission for improvements Leadership of the group Communicating information from the group Building “scaffolding” among key offices –Meetings of front line staff

5. Gap Analysis Where do you want to be? Where are you today? What data verifies your assumptions? Who is top leader for where you want to be? –Look at other service providers Traffic and parking Service industries –Baldridge Quality Award Program

6. Where are you today? Process mapping is essential –Expect change during the mapping –Limit scope –Allow for “parking lot” items –Participants from several vantage points are needed Customer-Provider mapping –Then switch roles

7. It’s All in the Hand-Offs In process map, where are key functions handed to another unit? –How do you know if the handoff directions are correct? –Is the timing right? –What is the measurable feedback to the referring office? –Then switch roles as in customer-provider exercise

8. How will you know when you arrive? Setting objective, measurable goals Determining ease and importance of outcomes –Quick hits of those easy targets of high importance –Move to bottom of list those that are difficult, not important –Determine whether resources available: difficult but important Limited: easy but less important

9. Celebrate! Look for accomplishments each month Celebrate in meaningful ways Talk up your successes –Share student improvement with senior administrators Use celebration for input to future improvements Smile, Enjoy!