2. 100,000 Documents – Best Practices in Admissions Processing Presented by: Sheila Gray Texas Tech University Associate Director, Undergraduate Admissions

3. Landscape University’s Growth Initiative 40,000 students by 2020 (2.7% increase yearly) Emerging Research Institution Increase quality of freshman class New Administration

4. Processing Unit All Undergraduate applications into University Undergraduate Admissions call center Email Management System responses Residency Determination File management & Data clean-up

5. Additional 2500 apps annually for Second degree, Non degree & former Tech students 80,546 documents counted as received in 2014 Email management system responses vary from 350 – 1,000 monthly Production Volume

6. Challenges Long wait times for documents to be processed Dropped calls : 20%-40% Customer service issues Culture

7. Where in the world do you begin…. Auditing processes & Identifying needs Knowledge & Training Gaps Customer Service Issues Operational Changes Personnel

8. Knowledge/Training Gaps Walk through all processes Create process documentation Cross train staff Accountability: TOGAK Increase communications Weekly staff meetings Training opportunities

9. Customer Service Initiative Determine peak call times & revamp scheduling Utilize all staff in department Website changes Create Major Change & Withdraw options on website Marketing campaigns Review student portal/clarify Provide documentation/information to everyone taking calls

10. Grab a partner… Partnership with Industrial Engineering Reorganization of document storage Revised date stamp Streamlined process Partnership with IT Creation of Audit & Clean up reports (Quality Control) Reformulated high school transcript Quality control

11. Personnel Update position description Revise expectations Increase 1-on-1 communications Restructure responsibilities Address concerns

12. Culture Revisions to… hiring process dress code expectations & responsibilities Career goals Need to be open to change

13. Initial Results 75% reduction in document wait time 25% reduction in staff 95% success rate on incoming calls

14. déjà vu Recruiter Implementation & changing state educational requirements Processes changing…again! Shifting responsibilities and priorities Different personnel concerns

15. Thank you! Sheila Gray sheila.gray@ttu.edu