Work Flow Chart
Customer Service Representatives
Process Flow Chart
Prospects are contacted
iii. Phone calls
Retrieve prospects and send out information
Turning prospects into applicants
Applicants converted into students
Work and Process Flow Charts for Troy University Student Admission
Due to the cumbersome process of admitting students at Troy University, the administration has created a team of experts to streamline the process of admitting students. The Admissions Project team considers two recommendations to perform this obligation. These processes will create an opportunity to better manage recruitment and nurture leads, through application completion to advising the student throughout their academic career with Troy, by redefining roles and responsibilities among the Students Services Team. In this paper, Option 1 has been selected to define the admission process in the University. The admission process is composed of Customer Service Representatives, Admissions Representatives, Recruiters/Business Developers and Academic Advisors. Each of the above departments has its own specific roles and responsibilities which are interconnected. The overall aim of creating different sections in the flow charts is to enhance communication among all stakeholders.
The relationship between the various departments in the admission process and the flow of information in the entire admission program has been shown using a work flow chart and a process flow chart. Use of flow chart enables clear definition and analysis of processes in an organization. Since work flow charts provide a step-by-step guide through processes in a system, it is possible to define processes as well as identify areas/processes that require improvement. The process flow chart is a summary of activities that will be carried out when communicating with prospects, and incorporation of the prospects into students of Troy University. It is therefore anticipated that the redefined Troy’s admission program will ease and streamline student’s admission process. In addition, the new system will improve competitiveness of the Troy University by capturing as many students as possible. Implementation of the new system of activities will be very important to the university since it will remove barriers being experienced currently as well as improve the status of the university.
Work Flow Chart (option 1)
The work flow chart will be made of five departments: Customer Service Representatives, Recruiters/Business Developers, Admissions Representatives, Academic Advisors and Students Records. The Customer Service Representative is the gatekeeper who receives all incoming inquiries and provides basic information about Troy’s programs. The Customer service Representative will refer prospects to the admissions representatives. In addition, the gatekeeper receives and processes all incoming mails and sends them to Students Records Department. Recruiters and Business Developer are supposed to attend Educational fairs and reach out to area businesses to attract new leads and turn over all prospects to Admissions team for follow up. The Admissions Representatives will take the leads and nurture them for duration of six months when they are expected to have completed an application. The Lead Master system will be used to manage the Admissions Representative process such that each candidate is properly followed up. The Admissions Representatives will also be expected to supervise application until enrollment process is done. The Academic Advisors will have the obligation of receiving new students after they have been admitted. They will also plan New Student Orientation and continually advise the undergraduates and graduates throughout their respective degree programs. Students Records will receive and file processed official documents from Customer Service representative.
Customer Service Representatives
The Admissions Project team must hire one permanent Customer Service representative in each of the three regions (Hampton Roads, North Carolina and D.C.). It is important to note that Pennsylvania currently employs Counselors/Site Coordinators hence there is need to expand this area and then hire additional employees and follow the same admission process. The gatekeeper will receive all incoming phone calls from prospects and handle student inquiries and initial information packets. She or he will also be assigned to collect mail and date and stamp information about incoming transcripts, LOR, and tests scores. This information will then be logged into Datatel. In addition, the gatekeeper will scan and image documents and continually communicate with Academic Advisors in order to provide information required fro completing full admission.
Recruiter and Business Developer
Depending on the market needs, there will be 1-2 Recruiter and Business Developer. Shirley will be located in Hampton Roads, Lisa will be in North Carolina and Gina will be based in D.C. the Recruiter and Business Developer will attend all education fairs and marketing events whereby he or she will provide information packets to possible prospects. In the education fairs and marketing events, the Recruiter and Business Developer are also supposed to collect information on prospects at events. To continually work to develop corporate relationships, the Recruiter and Business Developer will also make contacts with new and existing businesses, maintain relationships with appropriate contacts and help establish educational agreements and memoranda of understanding with corporations. The third major role of Recruiters and Business Developers will be to build rapport with local community colleges. This will be done through maintaining relationships with appropriate contacts, visiting local community colleges on a regular (preferably monthly) basis and by guiding the establishment of articulation agreements with local schools. It will also be the duty of the Recruiter and Business Developer to provide prospect information to Admission Representatives by feeding information into Lead Management system upon making new contact with prospect.
There will be five Admissions Representatives (Kermit and Kim in Hampton Roads, Lisa in North Carolina, Kasia in D.C. and/or one representative in Maryland). The Admissions Representatives will be current people redistributed or new people added. To establish relationships with prospects provided by recruiters, Admissions Representatives will make initial contact with the prospects as well as follow up with prospects who have not applied. Unofficial transcript evaluations and provision of information on the official aid process (checklist) will also be done by the Admissions Representatives. To handle the application process and paperwork, the Admissions Representatives will assist students with the application process and remind students of information need including transcripts and letters among other documents. Once all necessary documents are received, the eligibility for temporary admission will be determined by the Representative who will then finally hand off to Academic advisors for advising, registration, and counseling.
Academic Advisors, formerly Site Coordinators (SC’s) will advise only undergraduate students. The title SC’s is preferred for clarification of an undergraduate advisor and graduate advisor who will remain the graduate faculty. The possible Academic Advisors are Cheryl and Kathy and Rebecca in Hampton Roads; Pamela, Melissa and Tiffany in North Carolina and Glynls and Gretchen in D.C. It will be the responsibility of the Academic Advisors to schedule all new students for New Student Orientation, which is a mandatory process, as well as participate in the orientations. In providing assistance with registration for classes among other activities, the SC will assist with enrollment, aid in the add/drop or withdrawal process, complete candidacy forms and intents for graduation with students, perform degree audits for undergraduates and update Datatel with changes in program, and location among other changes. In ensuring that students are retained in troy University, the SC/Advisor will build and maintain relationships with advisees through successful degree completion. This will be achieved by regular communication with students via phone and email. The SC/Advisor will also offer suggestions of classes for upcoming registration as a way of ensuring student retention. Finally, the SC’s/Advisors will be mandated to follow up with new students to ensure all Official documents are received before the end of the first term.
The final component of the student admission process will be Students Records. This section will comprise 1-2 people per market. There will be 3 centralized Record offices to be held in Norfolk (Southside, Peninsula and Richmond), Fayetteville (Ft, Bragg and Fayetteville) and Arlington (Ft, Belvoir, Arlington and Bethesda). Once documents are received and logged by the Customer service Representative, they will go to Records department where the file will be started and maintained. The Student Records department will be responsible for all proctored testing (exams, MAT and MFT). This department will be responsible for processing intent to Graduate forms by campus deadline as well as processing Admission to Candidacy forms. The representative in this department will also ensure that the Admission to Candidacy forms are signed and sent to main campus in a timely manner to cut down on holds on student accounts.
Work flow chart (option 2)
This work flow chart shows the flow of information from the customer service Representative to the Recruiters/Business Developers then to the Academic Counselors (Site coordinators). The customer Service Representative receive all incoming inquiries and give basic information about Troy’s programs and refer prospect to Recruiter and Business Developer. They also receive and process all incoming mail and turnover to Student Records Department. Recruiters and Business Developer are responsible for attending Educational fairs and reaching out to area businesses to attract new leads and will turn over al prospects to Admissions team for follow up. They are also responsible for taking leads and nurturing them for a time period up to six months until they complete an application. Process will be managed with the Lead Master system to ensure proper follow up of each candidate is maintained. Admissions Representative will oversee application until enrollment process is complete.
Academic Advisors will receive student after admissions is completed and will schedule New Student Orientation and advise student throughout academic career (undergraduate) and handle proper paperwork for both undergraduates and graduates until degree completion.
All records will be housed in markets where students are located. (centralized in Norfolk Arlington, and Fayetteville offices only). Receive official documents from Customer Service Representative after they have processed them. Once received, Records will file documents.
Process Flow Chart
The process flow chart is a step-by-step representation of the admission process at Troy University. The initial step involves contacting prospects through walk-ins, emails, phone calls, and marketing/recruiting events. After the initial contact information is collected, the prospects are put into the Lead Management system by the recruiter where the Admissions Representative will retrieve the prospects and send out information to them. Prospects are then turned into an applicant. Applicants have submitted all of their documentation and are now ready to be converted to students.
A Process flow chart for the step-by-step Admissions process
Methods for contacts with prospects
Contacts with prospects will be acquired through various means to enhance effective communication in case there is need to inform prospect about the products of the Troy University. Contacts with prospects will involve walk-ins, email, phone calls, and marketing/recruiting events. At the Norfolk Office, all walk-ins will initially speak with the Customer Services Representative and should complete inquiry form which will be sent to the Admissions Representative (graduate or undergraduate). If an Admissions Representative is available, the walk-ins will meet with them to discuss details of a specific program and the steps for the application process. At the military bases, Academic Advisors (currently known as Site Representatives) will ask prospects to complete the inquiry form which will be sent to the Admissions Representatives. The Academics Advisors can also provide program details, etc.
Through emails, prospects will be contacted by sending inquiring emails to firstname.lastname@example.org for all of Hampton Roads area. The emails should be forwarded to the appropriate Admissions Representative (graduate or undergraduate). Inquiring emails may be sent to the Academic Advisors (because current students have given them contact information). The Academic Advisors can respond and contact the appropriate Admissions Representative. This process will be made effective by establishing a strong database of each prospect contacted by the organization.
Phone Calls will be used to link the prospects with the Customer Services Representatives. At the Norfolk Office, the prospect speaks with the Customer Services Representative who answers general questions and can forward to the appropriate Admissions Representative (graduate or undergraduate). At all other sites, the Academic Advisors can provide general Information and give the prospect the Admissions Representative’s contact information.
Marketing/Recruiting events will be conducted such that prospects will be talking to the Troy staff member (usually the Recruiter) and fill out contact cards/sheets. If the Recruiter is not present at the event, the contact cards are to be given to him/her as soon as possible to feed into the Lead Management system.
Retrieve prospects and send out information
Retrieving prospects and sending out information will be done within 48 hours. After the initial contact information is collected, the prospects will be put into the Lead Management system by the Recruiter where the Admissions Representative will retrieve the prospects and send out information to them. The initial contact will be an email sent out within 24 hours of input into Lead Management system. Within 48 hours after initial email, Admissions Representative will telephone prospect to follow up and answer any additional questions the prospect may have and go over the application process. 7 days after the initial phone call, Admissions Representative will send a follow up email if the prospect has not applied yet. A second email will be sent within 14 days if there is no prior response from the prospect. Day 21, Admissions Rep will make another phone call to prospect to encourage enrollment. A third email will be sent within 30 days if there is no prior response from the prospect. A fourth email will be sent within 60 days if there is no prior response from the prospect. A fifth email will be sent within 90 days if there is no prior response from the prospect. Final contact will be a follow up email “in case you forget about us” at 6 months to the prospect.
Turning prospects into applicants
It is important to note that the Troy University will have made no tremendous achievement at by contacting prospects without turning them into applicants. After the prospect has talked to the Troy staff, they now decide to put in an application. The Admissions Representative will provide the prospect with details on how to apply online under active Admissions at www.troy.edu and what paperwork (i.e. transcript, letter of recommendation, etc.) is needed. The Admissions Representative will then contact the student within 24 hours of receiving the application list from Susan Manthey to discuss additional admission needs, transcript evaluations, etc.
Applicants converted into students
At this stage applicants will have submitted all of their documentation and are now ready to be converted to students. The appropriate Admissions Representative will convert to student and inform him/her who the Academic advisor will be. Students will be divided according to their zip codes, as has been the trend before the new system is implemented. In case one academic Advisor becomes overwhelmed by the number of students, the Admissions Representative can assign a different Academic Advisor for the student once converted. It is important to note that students will also receive notice from the Admissions Representative of who his/her faculty advisor will be. Applicants will also be notified through phone or email from the appropriate Academic Advisor that he/she is ready to register for class.
In summary, the prospect Lead Nurturing Steps can be said to involve nine steps. The first step involves making the initial contact via an email. The email will be sent out within 24 hours of input into Lead Management system. Secondly, the prospect will be telephoned by the Admissions Representative within 48 hours after initial email. This will be done for follow up purposes where the Admissions Representative will be expected to answer any additional questions the prospect may have and go over the application process. The third step will involve sending a follow up email if the prospect has not applied yet. This will be done by the Admissions Representatives 7 days after the initial phone call. Fourthly, a second email will be sent within 14 days if there is no prior response from the prospect. As a way of encouraging the prospect to enroll, the Admissions Representative will make another phone call to the prospect in day 21. The sixth step will involve sending a mailed letter within 30 days if there is no prior response from the prospect. If there is no prior response from the prospect within 60 days, a fourth email will be sent whereas a fifth email will be sent within 90 days if there is no prior response from the prospect. Finally, the final contact will be made at six moths to the prospect. This will be in form of a mailed letter referred to as “in case you forgot about us”.
It is evident that the Troy University will improve communication between various stakeholders by creating a comprehensive work flow chart and a process flow chart of all activities done within the organization. From the above flow charts, it is evident that Troy University will improve its performance by establishing a clear process of admission. Work flow chart indicates that the organization will have a better process which will integrate Customer Service Representatives, Recruiters/Business Developers, Admissions Representatives, Academic Advisors and Students Records. Through this system the Troy University will be able to monitor its activities to ensure goals which have been set are achieved in a timely manner. The work flow chart will improve communication between various departments and hence all activities will be performed systematically.
Process flow chart indicates the steps involved in integrating prospects into students. The process starts with contacting prospects through various means of communication, retrieving prospects and sending out information, turning prospects into applicants and converting applicants into students. This process will improve the status of the university since more students will be registered and communication between all stakeholders will be improved. The implementation of the new system should be done within the shortest time possible to reduce the delays experienced at the university. Proper management of resources will be achieved by implementing the new work and process flow charts.
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