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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

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student services aqip committee

Student servicesaqip committee

Report to aqip council

Recommendations for improvement to registration process.

March 6, 2006




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.


Charter Committee:

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:

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.


Data Sharing:

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.

1. Pre-registration

2. On-line web based

3. Regular registration

4. Late registration

f.) Technology capabilities

g.) Staff/faculty satisfaction


Process Flow Chart:

  • A process flow chart illustrating the current registration process was developed and it
  • Served as a tool for discussion and improvement recommendations. A revised flow chart
  • depicting the registration process was developed (attached as Addendum A) and is line with
  • the recommendations for improvement that are part of this report.
  • Problem Brainstorming:
  • Problem brainstorming entailed each committee member identifying up to five problems with
  • the registration process gleaned from all the data available to the committee as listed under
  • data mining. Each member utilized a sticky note pad to list the problems (separately) on the
  • wall. Directions were provided to insure that members identified problems not solutions. A
  • total of forty (40) problems were identified by the committee.
  • Problem Affinity:
  • The committee affinitized the problems by each having several opportunities to sort the
  • individual post it notes into similar (common) categories. Each category was then provided a
  • name (title).
    • Late Registration (12 responses)

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

        • 7) “Late registration”
        • 8) “Students don’t know where to start for late registration”
  • 9) “Late registration; faculty not available first week of classes”
  • 10) “Late registration—chaotic, understaffed, student problems”
  • 11) “Late registration during first week of semester”
  • 12) “Too few advisors to help register students during late registration”
    • Staffing and Training (11 responses)
  • 1) “Insufficient people power; few breaks”
  • 2) “No reward such as break room, lunch ticket, etc.”
  • 3) “Too many staff at some entrances during regular registration”
  • 4) “Regular registration; computer knowledge of faculty advisors”
  • 5) “Students don’t know that they have to pay in full during regular/late
  • registration”
  • 6) “Regular registration; directions from people at the door”
  • 7) “No one to handle call-in requests for information (closed classes, etc.)”
  • 8) “More thorough training for helpers (floaters, etc.) at registration”
  • 9) “Admissions problems with student data”
  • 10) “Wrong information given at Info Desk”
  • 11) “Need more training”

Copies of Student Schedules (4 responses)

  • 1) “Where do students get copy of schedule (if they lost original); sent
  • to Advisement then Admissions; who’s responsible?”
  • 2) “Printing duplicate schedules for students”
  • 3) “Copies of schedules”
  • 4) “Giving out too many class schedules”
      • Technical Improvement (4 responses)
  • 1) “Lack of on-line registering”
  • 2) “Student ID station needs improvement”
  • 3) “Tend to broken down ID equipment”
      • 4) “Printing schedules [a coming problem]”—per Mike C. and
      • meaning that BANNER printers are programmed to only print one
      • semester. For the upcoming registration, students may need
      • Summer, Fall and Spring, 2006 schedule/bills. How will they get
      • more than one semester’s information?

Bookstore (3 responses)

  • 1) “Bottleneck w/Bookstore”
  • 2) “No books under F.A. until 1st day of class”
  • 3) “Opening new sections; Bookstore may not have enough books & not know = Need more”
      • Advisement (3 responses)
  • 1) “Knowledgeable advisors”
  • 2) “Advisor availability during Pre-registration”
  • 3) “Advisement”
      • Printed Material/Information (3 responses)
  • 1) “Better signs to identify the different stations”
  • 2) “Regular registration: Express Lane was not explained as well”
  • 3) “Printers for billing & ‘fast registration’ for one class (i.e. Express
  • Registration stations) were too close together; confusing for students”

Interrelationship Diagraph:

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.



Problem Prioritization:

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 Registration E=Technical Improvement

B=Staffing F=Bookstore

C=Training G=Advisement

D=Copies of schedules H=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:


Solution Brainstorming:

  • The committee was instructed to review the fishbone diagrams for each problem area and to write possible solutions on post it notes and stick them to the wall. Members wrote one solution per note and were allowed to write as many solutions as they could come up with.
  • Solution Affinity:
  • Committee members grouped the solution post it notes by their similarity to each other in an effort to create major categories for sets of solutions. The following is a list of those categories and the member commentary associated with each (120 total responses)
  • A. Training: Conduct training on registration process, BANNER, etc. (17 responses)
        • "Have periodic training"
        • "Train registration personnel"
        • "Cross-training"
        • "Train & inform registration staff about procedures for all registrations"
        • "Mandatory--All advisors must use BANNER to stay trained"
        • "More training before registration"
        • "Increase training"
        • "Match skills with role for registration“
        • "Have a training area“
        • ""Clarify faculty and staff roles for registration“
        • Communicate to faculty updates; i.e. registration procedures/policies“
        • "WebCT format possibly; ongoing training for students, faculty, and staff

re: BANNER and registration


“Distribute training instructions to students for printing own schedules,

Northern web-site, broadcast, hardcopy; Admissions, Advisement“

        • "More BANNER training“
        • "Training should be on-going throughout semester at various department


        • "Registration process discussions should be part of each Convocation to

provide opportunities for suggestions, concerns, ideas, etc."

        • "Knowledge--Regularly scheduled training sessions before registration

starts on all aspects of Registration."

  • B. Improve Registration Signage (2 responses)
        • "Improve signage“
        • "More signs”

C. Real-time Updates of Class Availability (8 responses)

        • "Video on registration process; going at registration“
        • "Set a computer screen for student use“
        • "Have a screen showing cancelled or closed classes“
        • "Class schedules/cancellations needs to be electronically broadcast during registration.“
        • "Availability for call-in course information“
        • "Post closed and cancelled classes on the web periodically.“
        • "Update technology.“
        • "Have a link on web for students to access their schedules & records"

D. Celebrate Success (4 responses)

        • "Staff and faculty should be rewarded for assisting with registration on Saturdays"
        • "Recognition for a job-well-done"
        • "A break room during Registration"
        • "Staff rewards/praise"
  • E. Bookstore Size (4 responses)
        • "More registers & room"
        • "Bookstore too small"
        • "Room for reserve of textbooks"
        • "Increase Bookstore size"
  • F. Bookstore Staff (Increase) (4 responses)
        • "More staff, computers, cash machines at Bookstore"
        • "More cashiers in Bookstore"
        • "Small Bookstore staff should grow proportionally to school's enrollment."
        • "Hire and train Bookstore temporary help"

G. Bookstore Automation (7 responses)

        • "TI: Acquire software that will integrate w/Bookstore and Business Office“
        • "Bookstore: Acquire integrative software“
        • "Get Bookstore on-line w/BANNER“
        • "Get interface for Bookstore“
        • "Bookstore mechanization; automate information on: 1) classes per student; 2) Financial Aid entitlements“
        • "Bookstore: Allow for the purchasing of books one day earlier“
        • "Late Registration: Bookstore delays; adoptions in on time or penalty of some kind.“

H. ID Equipment Maintenance or Replacement & Staffing (6 responses)

        • "New ID machine“
        • "ID station; two new computers and new machine.“
        • "Purchase more and/or better ID equipment.“
        • "Service or replace ID machine and computer.“
        • "ID station should be doubled in equipment and staffing.“
        • "More ID stations.“
      • I. On-line Registration (10 responses)
        • "Expedite on-line registration“
        • "Expedite on-line registration (available by next fall“
        • "Technology: Get on-line“
        • "Need BANNER to be ready for self-service“
        • "On-line registration ability"

"On-line registration ability"

        • "On-line registration"
        • "Self-service on-line registration and printing on-line"
        • "TI: Expedite self-service on-line registration"
        • "On-line registration"
        • "On-line self-service registration for late starting short courses"
  • J. Increase Staffing (3 responses)
        • "Make it a part of every staff/faculty contract that they work registration."
        • "Inadequate Staffing: Delete late (send exceptions to Provost)"
        • "Enforce faculty participation"
  • K. Reprinting of Schedules (14 responses)
        • "Limit number of printed schedules for students"
        • "$.50 to $1.00 for new schedule"
        • "Keep printer available for first week of classes."
        • "Copies of schedule: Establish PC links with printers at different locations."
        • "Schedules: Designate one office and assign staff to be responsible for making schedules available"
        • "Charge for lost or replacement of schedules"

"Students should be charged $1.00 for additional copies of schedule"

  • "Have computer and some staff available for printing duplicate schedules."
  • "Open computer to access extra(s)/replace lost class schedules"
  • "Printed Materials: Schedules; up-to-date available at kiosks"
  • "Technical Improvements: Develop capacity to allow students to print their own schedules"
  • "Self-service print on-line enabled"
  • "Able to print class schedules during Registration"
  • "Don't print so many printed schedules in beginning (they have old data by registration)

L. Printed Materials (8 responses)

  • "Printed Material; print more catalogs."
  • "Produce enough catalogs and have available registration."
  • "Printed Material; have all printed material on-line and available."
  • "Have routes for registrations printed."
  • "More communication"
  • "Registration process handbook"
  • "Announcements in local media re: starting processes early (admission, financial aid, etc.)"
  • "Financial Aid handbook"

M. Eliminate Late Registration (17 responses)

        • "Get rid of late registration completely"
        • "Eliminate late registration"
        • "Do away with late registration except for case by case"
        • "End late registration while expanding regular registration (some)"
        • "Late registration: Eliminate"
        • "Eliminate Late Registration (only w/Dean's approval)"
        • "Late/Cancellations requiring an add; handle adds at department Chairperson level"
        • "Late Registration: Up late fee to $25.00 (or more)
        • "Late Registration: Change Late Registration days to end before classes start"
        • "Advisement: Late Registration--Turn over to Provost"
        • "Limit Late to two days for full-semester classes"
        • "Limit Late Registration to 'special' circumstances be exception"
        • "Charge more for Late Registration"
        • "Penalties for Late Registration"
        • "Late Registration continues, but with increased staffing"
        • "Shorter Late Registration"
        • "Make Late Registration on-line only with a monetary penalty to be used for student activity"

N. Advisement Recommendations (5 responses)

        • "Advisement--Make it everyone's responsibility to work Registration; pre- and late"
        • "Advisement--Lack of knowledge; schedule mandatory training between Convocation and open registration"
        • "Advisement training and policies need to be developed and scheduled consistently."
        • "Schedule students for advisement appointments"
        • "Advisement: Designate one office and assign staff to produce transcripts"
  • O. Complete BANNER Conversion (History) (2 responses)
        • "Complete history conversion"
        • "Qualified staff to move student histories into BANNER so current unofficial transcripts available."
        • Miscellaneous
  • P. “Pre-Registration” (1 response)
  • Q. “ID Stickers Available at Registration (taken care of )” (1 response)
  • R. “Transcripts Available” (1 response)
  • S. “Upgrade Hardware for All Staff and Advisors for BANNER” (1 response)

T. Keep On Doing What We're Doing (5 responses)

        • "Prior Planning to identify printed materials and where needed signage, current schedule info.; catalogs."
        • "Use survey data and trending to identify needs; recognize which problems solved, etc."
        • "Planning based on surveys, data and review each semester--identify staffing, training needs."
        • "Inadequate staffing; advance planning prior to Pre-Registration based on each semester and trending #'s, qualifications, assignments."
        • "Investigate problem as a means to improve process 1st day of class; Bookstore--separate AQIP sub-committee

Interrelationship Diagraph:

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.


Solution Prioritization:

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.



  • Recommendations are based on the data that the committee has mined and were
  • arrived at by utilizing the quality improvement tools identified in the Process
  • Improvement Flow Chart illustrated on page 2. These recommendations are in
  • addition to the recommendations submitted in a report to this council in November
  • 2005. All recommendations previously submitted were supported and approved for
  • implementation by the Office of the President and by our Board of Regents.
  • Student satisfaction surveys reflect a marked improvement in the registration
  • process this spring compared to previous semesters. Improvement can be
  • attributed to implementation of recommendations from our November report.
  • Recommendations:
    • Expedite On-Line Registration - The Interrelationship Diagraph demonstrates that by having on-line registration it would correct or eliminate eight (8) of the solutions listed in the Pareto Chart. The committee strongly recommends that on-line registration be available as soon as possible but no later than for fall pre-registration.
    • Eliminate Late registration – Eliminating late registration would have positive impact on five (5) other solution recommendations.

Pro’s and Con’s associated with eliminating late registration

  • Pro’s
    • Students will not be starting classes late.
    • Faculty aren’t distracted and can start classes on first day scheduled.
    • Processes in Business Office, Advisement Center, ID Station, Admissions Office, Financial Aid will not be prolonged and offices can more efficiently provide required services on schedule.
    • Eliminate disservice to those students that do register on time
    • Risk of classes being closed to students is minimized
    • Students can be allowed to late register if they can document extenuating circumstances. Dean approval and a higher late registration fee are recommended as criteria to discourage anyone without extenuating circumstances to wait until late registration.
    • Bookstore services would improve because all other offices could focus on problem issues thus avoiding bottleneck situations in front of the bookstore.
  • Con’s
    • a. Run the risk of losing FTE’s
    • b. Extended opportunities to register are removed
  • The committee suggests that loss in FTE’s could be mitigated by:
  • a. Encouraging on-line registration
  • b. Encouraging pre-registration.
  • c. Advertising blitz through existing college publications informing students of
  • opportunities to register before classes start.

Modified Late Registration Schedule:

  • The committee discussed the possibility that eliminating late registration in its entirety could be too radical of a change considering that recommendation number one is still not completed. Although we are recommending that on-line registration be available as soon as possible the reality is that it is still not there. In addition, not all our services are being provided at the desired levels although our expectations are that they will soon. (bookstore, records, admissions etc…) In light of existing conditions, if it is too risky to eliminate late registration in its entirety we recommend the following possibilities:
    • 1. Schedule Late Registration for one day only and insure that sufficient manpower and technological support are available.
  • 2. Schedule Late Registration before the first day of classes

Information Desk











Need to test?

Student Advisement Center

Faculty Advisor



Problems with Tuition?

Business Office / Financial Aid




Student ID’s


Northern New Mexico College

  • Spring 2006
  • Student Pre-Registration Survey
  • Have you ever pre-registered for classes before this semester? Yes = 75%
  • Did you make an appointment with an advisor? Yes = 15%
  • If you DID NOT make an appointment with an advisor, why?

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,

Banner improvements

Cashier Services needs to be a little friendlier


Northern New Mexico College conducted this survey in order to identify opportunities for improvement and to determine whether changes improved the student registration process. This survey was administered at the end of the registration process (Student ID station) January 7, 10, 11, 2006. There were a total of 267 responses.

  • 1. Please indicate your student registration status (Select only ONE):

How long do you estimate your registration process, beginning to end, took you?

1 hour 15 minutes (AVERAGE)

10 minutes (Minimum)

6 hours (Maximum)


4. Please provide any additional comments that will assist us to continue to make improvements to our registration process


1. Everybody was very helpful

2. Excellent

3. Financial Aid was the most helpful.

4. Good

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!

11. Thanks

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):

  • How long do you estimate your late-registration process, beginning to end, took you?
  • 2 hours 8 minutes (AVERAGE)
  • 25 minutes (MINIMUM)
  • 8 hours (MAXIMUM)
  • Were you able to register for the courses you wanted?

11. If no, why not (select ONE)?

12. Please indicate your level of satisfaction for the following


Additional comments about late-registration process

  • a) I have never encountered any problems using the late-registration process.
  • b) I think it was not that bad.
  • c) Keep ID section open as late as registration is open.
  • d) Registration staff is very negative, start by telling you what you can't do
  • instead of "listening" to your questions. I'm Anglo, feeling very discriminated
  • against. How does any student ever get a degree here? Q. 1. Gave up on
  • registration day

Registration “Tracking” Results

Students Tracked:

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


Delays / Concerns with Students during Registration

    • Student didn't realize the tuition fee so much
    • Financial Hold
    • Frustrated with problems and student had to leave (Student’s ID number was under another student’s name. Updated student in system. Social Security number was placed incorrectly.)
    • Pottery class cancelled; talked to Continuing Education
    • Problems: Hold on registration because student owes money - 1 class to register for
    • Self timed by student registering for one (1) course; audit (Math)
    • Time holding on: Fill at classes on Pink form 9050-10:10 Finding out about APR (arrange time/instructor) *Tuition is paying by Training? Research in ABQ. See Lydia on this 10:29.
    • Trouble w/system (shut down in express lane) class closed needed to register for another class. Needed to check on residency and ask for senior citizen discount. Concern of student: cost to high - residents/senior discount
    • Trouble w/system (shut down in express lane) class closed needed to register for another class. Needed to check on residency and ask for senior citizen discount. Concern of student: cost to high - residents/senior discount

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)


15. How long do you estimate your element of the registration process took students:

          • 19 minutes (AVERAGE)
          • 1 minute (Minimum)
          • 3 hours (Maximum)
  • 16. Please indicate your level of satisfaction of the following:

18. Overall, what grade would you give the NNMC Spring 2006 Registration?

  • 19. In your opinion, what was the greatest improvement in the registration process?
  • Training
          • # of trained individuals.
        • Everyone (northern employees knew what their roles were). Training before hand was


        • Giving direction to students entering building and directing them to appropriate counters
  • The workers were very helpful to those of us who hadn't worked registration before


        • Banner use by faculty and A team
        • Computer for faculty to register students.
        • Faculty with computers
        • Eliminating the paperwork (Having student fill out the class schedule and then going to have it entered into the system)
        • I think it is much better now that the students can register for all their classes at one table
        • The computers help advisors tremendously.
        • Multiple computers/advisors registration
        • Having instructors register the students.
        • Laptop availability for advisors
        • Adding more computers
        • One station data input
        • Providing real time registration access at advisement tables
        • Advisors able to add and drop classes in their area of teaching
  • Students not having to get approvals for each class from each dept. and having to stand in multiple lines


        • Enough help
        • Every single employee’s participation!
        • Floaters (4)
        • More staff helping
        • More staff/faculty participation than ever before
        • Team work helpfulness of everyone involved- culture of support
        • The amount of people helping with registration resulted in happier students extending compliments; this was a first.
        • The number of people who were available to help out.
        • The number of faculty present.
  • Express Lanes
        • Express line (5)
        • Check payment only line
        • Express advising
  • The express lanes for students taking one class.

Planning/ Organizing

  • Awareness of workers attentiveness/ Planning
        • Planning
        • Thought/planning that went into process
        • Identifying staff and faculty.
        • Advisors area
  • This process was really great!!
        • cache time - Great
        • Flow control
        • Flow of traffic - (students)
        • More efficient - organized
        • Short lines! Ease of registration over all.
        • Smoother flow of people and less crowding in advisement sections (moving to cafeteria)
        • Speed of registration because of organizing
        • Speed to the process
        • The process went much faster.
        • The set up and flow of students - This set-up provided better and quicker service for the registering students.
        • More options for students to register.
        • All elements appear to have become smoother.
        • Overall - process seemed to be faster and more organized.
        • Over all - much smoother than past registrations! Good job!
        • Over-all registration seems to flow well with the exceptions of some glitches with the registration system. Lines seem to be flowing well.

In your opinion, what element of the registration process is still in most need

  • of improvement?
  • BANNER Issues
  • BANNER quirks - when you DD a class- and then if you try to go back and add - BANNER will not let you enter.
  • BANNER student history and need easier access to class closures.
  • A way that overrides to classes can only be done in that specific department instead of ANY department.
  • Banner problems
  • Admission Services
  • Admissions (4)
  • Transcript history
  • Transfer students enrolling for first time at Northern: registration needed to tell them to bring transcripts with them. If official transcripts were here - told in vault will have to come back to get copy


  • My total (self-timed) time to register was 17 min. Not bad- should have been half of that during advising/course entry.
  • I don’t think all faculty advisors should be able to override a closed course. I didn't override closed courses but I did hear that it can be done.
  • May be able to cut computers to one in each department
  • One of the larger departments only had 1 advisor on Wednesday and plans on having only 1 advisor on Thursday. So- this means students have to wait to be seen by the Dept. advisor. Should have 2 advisors per Dept.


    • Faculty advisors had more training. Were not trained to enter "Audit" took 12 minutes- 3 advisors- to enter 1 course for audit
    • Faculty needs "more" training on how to use banner program and how to overcome SIMPLE problems and NOT panic so much.
    • Helpers/floaters more specific training before the Christmas break - there was some misinformation in the beginning.
    • Training
    • Training advisors on BANNER
    • Training for advisors
    • Training on advisement for new faculty and staff
    • I think we just need to participate in the process to learn all the possible errors and glitches in the system.
    • Better training for those new to the registration processes
    • Faculty unfamiliar with banner.
    • Information table personnel need more training
    • Train Admissions
    • The question form handed out at mock registration orientation should have had the answers listed as well

Better Communication

  • Major issues: a) Classes course updates b) pre-reg. info
  • Check points at North and South stations need to be strict on access to registration for new and continuing students
  • Giving individuals detail information. I would like to see every student know what their responsibility is.
  • Information desk clarification - many assumed June's desk was starting point.
  • Information on who does what in the registration process.
  • The process was a little confusing for students. Too many directions.
  • More advertising for Saturday registration
  • People need to know where to go
  • Showing/indicating where the advisors are located
  • Signs for faculty need to be placed in their area and in a visible place (not on table side).
  • Info desk should be centralized in rotunda area with BIG signs.
  • Some stations are still misdirecting students to wrong station.
  • Tighter squeeze on access points by the public and those who are registering to reduce "sneak-bys"- etc.
  • Restrictions on access points
  • "Big Signage at information tables stating that "All" those registering "must" stop here
  • Under or Over Staffing
  • Floaters ("cycle" people)
  • Having 2 instructors/advisors present at all times
  • Hours and dates could now be condensed with all the extra help. We could now get done faster in a shorter length of time
  • In some locations (floaters/Info) too many people were assigned. One person could have done the job that 3 were assigned to.
  • The floater system
  • The current helpers - all involved in registration should be informed that this is a permanent post until registration in on-line.

Making Students More Responsible

    • It would help a lot if students are more aware of what classes they need- and what times they can take classes
    • On-line registration. (2)
    • As quickly as possible students need to be registering on their own. A dreadful amount of downtime for faculty compelled to be here for 5 to 9 hours @ each registration day.
  • Rewards
  • System for Breaks (2)
  • Break room with refreshments.
  • Free lunch.
  • Give new students college pens or pencil.
        • Since we have to be here for 8 hours- could we get softer chairs?
  • Student ID Services
  • The ID station could use new equipment; computers to run photo machine. (2)
  • T-shirts/Badges
  • I am trying to get used to using a tee shirt. I don’t know if I like the informal dress when this is a university.
  • T-shirts and badges unnecessary.
  • Different color of T-Shirts
  • Polo shirts instead of T-shirts.
  • Need name badge with much larger type size so name can be read at a distance

20. PLEASE provide any additional comments or suggestions you may have.

  • Entertainment
  • As a part time instructor in the Arts (music) we were into allowed to play our music to advertise for our classes. Part time faculty in the fine arts department is about 80% of the arts. And we have not benefits. It’s hard to get students to register for a guitar class or a violin or dance class without some sort of advertisement of our talents.
  • Missed music and dance during registration perhaps some entertainment in the rotunda. It is important for advertising those classes.
  • The music at the arts department is missing and missed! The music instructors should be allowed to provide a sample of their abilities to promote their classes.
  • Late Registration
  • Discourage LATE registration. We don’t need it.
  • Late registration can be accomplished by having students go to faculty classroom/office
  • Late registration should be abolished completely.


  • I believe the college is finally committed to making changes to better serve students "hooray".
  • I believe the process can be streamlined for after further evaluation. Thanks for asking.
  • I think this semester’s registration brought a vast improvement from the past. There is always room for improvement. Communication between our community in my opinion is the foundation for improvement. Knowledge in what every department does to make the system run is very important.
  • It was a lot better than when I registered 2 years ago. Few more kinks to work out but- it's getting better.


  • More classes that close early should be added like Pilates 129- Biology 110 and SCFM 110
  • More PD classes open this semester worked great. Would like to see the class and lab rolled into one rather than having to schedule two classes. Students don't like that.
  • Other
        • Because of pre- registration and on- line registration- power students registered "in person" vs. prior years. The automation appears to help but lower registration may be the real reason lines are shorter than usual.
  • Lights for front entrance to Administration Building.