Checking for Policies and Procedures that Impede Student Success

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Last July, we interviewed a past college president, a current college president, and a vice president of student affairs, about the need to review and audit institutional policies and procedures that delay students in progressing toward their degree -- and they had specific tips on where to start looking for "bottlenecks."

This week, we decided to take a more in-depth look at how enrollment managers can make strides in identifying process bottlenecks that can frustrate and slow students. We interviewed Susan Leigh, associate vice president of enrollment management and marketing at DePaul University, and Lawrence T. Lesick, vice president of enrollment at Ohio Northern University, who have each fostered a true "customer service" approach in enrollment management at their institutions. Leigh and Lesick have specific advice to offer related to:

  • Reviewing complaints as opportunities to identify and correct outdated policies or procedures
  • Surveying students in ways that help prioritize where you need to focus
  • Providing enrollment staff with resources that encourage proactive improvement of procedures

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