Student services aqip committee. Report to aqip council Recommendations for improvement to registration process. March 6, 2006. REPORT TO AQIP COUNCIL IMPROVEMENTS TO REGISTRATION PROCESS
Student servicesaqip committee
Report to aqip council
Recommendations for improvement to registration process.
March 6, 2006
REPORT TO AQIP COUNCIL
IMPROVEMENTS TO REGISTRATION PROCESS
This is a follow-up report and is submitted as an addendum to the report submitted in November 2005 with recommendations to improve the registration process at Northern New Mexico College. Improving the registration process is an action project of the Student Services AQIP Committee. The SSAC decided that this action project would proceed with two reports. The first which was submitted in November was completed with the data that was available and was accelerated due to the need for some immediate improvements to be implemented for the spring semester registration. Recognizing that there was a limited amount of data available to the committee for the November report there was an aggressive effort to collect valid data during the spring semester registration to enhance the committees work with this subsequent report to the AQIP Council.
The committees work this spring was greatly enhanced because of the type and volume of data that was acquired by the committee for use with this action project. During the spring semester there was an expanded effort to acquire information regarding NNMC’s registration process. There were a series of surveys that were administered to various groups during spring pre-registration, regular registration, and late registration (attached as addendum). In addition data was gathered to measure cycle time, staff and faculty utilization and technology capabilities.
The availability of data gave much more credence to the registration sub-committee’s work and lends validity to the recommendations that the committee is submitting for consideration.
The registration sub-committee was able to utilize quality improvement tools to determine the cause and effect and subsequently to reach consensus on the solutions that are being submitted as recommendations. Mr. Thomas Garcia facilitated the process used by the committee to arrive at the recommendations submitted at the end of this report. The process improvement flow chart and process improvement schedule utilized by the sub-committee are found on pages 2 and 3.
The report is lengthy and contains a description of the groups work on each step of the process improvement flow chart. Diagrams and charts illustrate the results of each exercise and support the final recommendations made by the committee.
Because of the reports length it will be listed on our college’s website to allow access to anyone interested as soon as the AQIP Council and our President have had an opportunity to respond to it.
Northern’s Board of Regents chartered four AQIP Committees one of which is the Student Services AQIP Committee. For this action project the SSAC formed the registration improvement subcommittee whom was responsible for the work and recommendations found in this report.
Develop Ground Rules:
Ground rules for conduct and work of the committee were identified and agreed to by all committee members and are part of the committees record.
Data mining occurred over the course of a full AQIP Committee meeting and continued through the first meeting of the registration subcommittee. Data has been mined from various sources including the following.
a.) Data used to submit the first report included a three page listing of registration concerns that had been received by the Office of the President. In addition, the report included data solicited from students, staff and faculty.
b.) Student survey (attached) conducted during pre-registration.
c.) Student survey (attached) conducted during regular arena registration.
d.) Student survey (attached) conducted during late registration.
e.) Staff and faculty survey (attached) during regular arena registration.
f.) Survey of registration types and length of all New Mexico Colleges.
g.) Statistical data compiled by NNMC’S Advisement Office.
Occurred during two meetings of the AQIP and Registration Sub-committee.
The critical few metrics that the committee determined should be used from now on to
measure continuous improvement in the registration process include the following:
a.) Student satisfaction with:
1. accuracy of information
2. cycle time
3. knowledge staff/faculty have of registration process
4. Staff/faculty experience with registration process
5. technology availability
b.) Actual cycle time
c.) Number of staff/faculty used for registration
d.) Quality of training for faculty/staff (measured by perception of the trainees)
e.) Number of students registered.
2. On-line web based
3. Regular registration
4. Late registration
f.) Technology capabilities
g.) Staff/faculty satisfaction
1) “Late registration”
2)“Late registration; late for bookstore to try and have enough books for students”
3) “Late registration staffing pattern”
4) “Late registration; no signs, directions”
5) “David Letterman late-late-late-late registration”
6) “Too many days to pre-register, register and late register”
Late Registration Responses Continued
The committee worked with each of the problem areas to in an attempt to determine which were key drivers or outcomes. This exercise encouraged committee members to think in multiple directions rather linearly, and allowed the committee to explore the cause and effect relationships among all the problems including the most controversial. Key areas emerged naturally not allowing for any issues to be forced by a dominant committee member. The results are depicted in the following chart.
The committee prioritized the problems that had been identified by allowing each member to vote for five of the problem categories that were posted on the wall. Each committee member received one more vote than half. Half of eight was four plus one equaled five (5) votes each. A Pareto Chart depicting the results is shown below.
The committee then used the numerators in the data to show priority of the problem areas by plotting that information in a Pareto Chart:
This information was compared to the group’s perception of priority for the problem areas as derived from last week’s meeting.
Problem Areas Key:
A=Late RegistrationE=Technical Improvement
D=Copies of schedulesH=Printed Material
Root Cause Analysis:
This exercise created a snapshot of the collective knowledge and consensus of the committee around each of the problems. The committee was guided to focus on the content of the problem, not the history of the problem or differing personal interests of committee members. It also focused the committee on causes not symptoms. The committee was asked to provide input into creating the following fishbone diagrams by noting their top and second reason (causes) that contributed to the effect (problem). The responses allowed the committee to identify the root cause for each problem. The fishbone diagrams for each problem are as follows:
re: BANNER and registration
Northern web-site, broadcast, hardcopy; Admissions, Advisement“
provide opportunities for suggestions, concerns, ideas, etc."
starts on all aspects of Registration."
C. Real-time Updates of Class Availability (8 responses)
H. ID Equipment Maintenance or Replacement & Staffing (6 responses)
L. Printed Materials (8 responses)
The committee used the six highest ranked categories and completed an Interrelationship
Diagraph to determine the key drivers which will help determine the heart of effective solutions.
Committee members had an opportunity to vote for 8 solutions but could only vote for each one once. There were several high scoring solutions and some that received either only one vote or no votes at all. There were a total of fourteen (15) solutions that received a score. The Pareto chart that follows depicts the committees choices based from highest frequency to lowest.
Spring 2006 Registration Statistics
Need to test?
Student Advisement Center
Problems with Tuition?
Business Office / Financial Aid
4. How long do you estimate your pre-registration process, beginning to end, took you?
Average = 1 hour 6 minutes
5. Please indicate your level of satisfaction for the following:
6. Do you plan to pre-register in the future?
Yes = 94%
No = 6% (please explain): Graduating this semester (2)
7. Please provide any additional comments that will assist us to continue to make
improvements to our pre-registration process,
Cashier Services needs to be a little friendlier
How long do you estimate your registration process, beginning to end, took you?
1 hour 15 minutes (AVERAGE)
10 minutes (Minimum)
6 hours (Maximum)
2. Levels of Satisfaction:
4. Please provide any additional comments that will assist us to continue to make improvements to our registration process
1. Everybody was very helpful
3. Financial Aid was the most helpful.
5. Great job!
6. I was much pleased with the entire process. The ladies who helped me out were really friendly and helpful- the process was pretty quick.
7. Perfectly painless process registering @ NNMC today. Gracias!
8. Pre-registered - Thank you!
9. Registration was very organized and efficient this year. Much improved!
10. Staff is on the ball!
12. The process was quicker this semester than the last time I registered.
13. This is a great college!
14. Your staff is excellent and friendly. I decided to finish my degree here because I feel like I belong here. Thanks Northern.
15. Everyone friendly.
16. The "people involvement" was fine. The process was held up by technical problems i.e.: computer registration-to print out. This is why the express lane was unavailable.
17. The people/staff were great. The new system used by advisors was not very good. I had to wait a long time and keep going back to admissions.
18. There was some miscommunication between staff members that lead to confusion. Overall- everyone on staff was extremely helpful!
19. Staff was helpful- however when they were needed many were too busy with personal discussions that could of waited. I spent more time waiting for their discussion to end than what my simple question took to ask.
20. I'd like to recommend testing all locations of the advisor tables. Apparently the CS advisors were in a "dead spot" and there was no network activity for a while. I sat for about 40 minutes waiting for the issue to be resolved. I finally asked if one of the other advisors could enter me into the system before going to the cashiers. (Not sure when the problem was resolved) Besides this problem the rest of the process went ok.
Opportunities for Improvement:
21. Admission slow- too many return trips.
22. (1) Advisors not clearly marked or understood where they were. (2) What was the express lane for?
23. The registration system is backward -need to go back and forth between numerous stations. Faculty advisor not aware of what the next step in the registration process was? Express Lane computer locked up. Long line for student ID
24. I found the admission process very dissatisfactory due to their discrimination towards home school students- inefficiency and poor service.
25. I have one class - CS 170- ends @ 5:45 and another class- Math 162- starts @ 5:45 computer would not take Mr. Costello had to override. Maybe IT dept. should let you register both classes. Just a suggestion
26. I was not happy with the people in the admissions office because for my information they are not very well trained or friendly to people. Please look into this matter had a problem finding me in the computer
27. Less the 25 min not including pre-registration which was by all accounts a nightmare! The registration with HS for the nursing was one of the most confusing and frustrating of my experiences here. I know ideally they would like to meet with each student before hand but- with ended up happening was fierce caddy competition for a few slots- leaving some completely out and annoyed with what they were left with. Also- because of the changes to the whole semester- I was dropped from all of my classes for failure to pay on time. Last semester I was able to pay on the day classes started and so went into this semester assuming the same would be the case. I was called today with the information that I was no longer enrolled. Maybe it was my fault for not checking all the dates but- I know several of us who fell into the same problem.
28. More class options during the day - Math and Science dept.
29. Need electronic/online registration
30. Need more than what they had (help)
31. Need to offer on-line registration
32. No direction on web class procedures- still not sure how it works?
33. Student services were slow
34. Work on the tech part
5. Overall Registration Experience (question 4) by registration status (question 1):
Northern New Mexico College conducted this survey of late registering students to identify opportunities
for improvement and to determine whether current changes have improved the student registration process.
Seventeen students were given the opportunity to respond.
8. Please indicate your primary reason for utilizing our late registration (Select only ONE):
11. If no, why not (select ONE)?
12. Please indicate your level of satisfaction for the following
Registration “Tracking” Results
18 Continuing Students
4 New Students
16 Re-Admit Students
38 Students Total
Dates of Tracking:
24 on Saturday, January 7, 2006
6 on Wednesday, January 11, 2006
8 on Thursday, January 12, 2006
Results: (Red indicates “large” delays in process)
Northern New Mexico College is conducting this survey of staff and faculty, participating in
Spring 2006 registration, in order to identify opportunities for improvement and to determine
whether current changes have improved the student registration process.
Your input will help NNMC continuously improve its services to students and the work
environment of its staff and faculty. Thank you.
14. Please indicate your student registration role (Select only ONE)
17. In your observations, please rate the following “stations”
18. Overall, what grade would you give the NNMC Spring 2006 Registration?