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  • Bonhamgregory - Home
  • PROFESSIONAL OVERVIEW
  • ABOUT ME
  • CURRICULUM VITAE
  • PRESENTATIONS
    • AECT-Kansas City
    • INFORMS-Seattle
    • DSI-New Orleans
    • E-Learn-New Orleans
  • SCHOLARY WRITING
    • Online Learning 2.0
    • Implementing an Online Student Orientation Program
    • An Analysis of the SF ATMI
    • Higher-Order Factor Analysis
    • Haptic Feedback
  • PUBLICATIONS
    • Workplace Success Strategies for Employees with Autism Spectrum Disorder
    • Influence of Positive and Negative Prompting
  • PROPOSALS
    • Online Orientation and Support Services for Online PhD Students
    • Building Content Knowledge
    • Self-Efficacy and Professional Development for Mathematics Educators
    • Closing the Gap
  • TECH-BASED CREATIVE WORKS
    • PhD Online Orientation and Support Services for Online Students
    • MS Online Orientation and Support Services for Online Students
    • Upper Elementary Circuit Unit
    • Grade 5 Mathematics: Numbers, Operations, and Learning Theories
  • BONUS CONTENT
    • Alan Kay
    • Jerome Bruner
    • Multimedia History
    • GSTEP
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YOUR CART

Seattle

WASHINGTON
Institute for Operations Research and the Management Sciences (INFORMS): 2019 Annual Meeting

​Report on the Development of an Academic Program’s Operational Model, Information Systems, and Supporting Documentation to Improve Customer Service 


DATE
October 23, 2019
Type
Session
TOPIC
Operations Research and Analytics
ABSTRACT
In academic departments at universities, operations management is usually created each day and therefore an inefficient process where stakeholders respond to problems as they arise. Lack of an operational model for academic programs has negative consequences. Reactionary operations may fail to capture recruiting leads, provide poor advising service to students during and creates heavy staff workload. This can lead to low morale and costly turnover. This presentation describes the systems engineering research process used to develop a functional operations model for a graduate degree program. We explain our approach to improving customer experience while reducing staff workload.
Picture

Warren, S. J., Bonhamgregory, M., Atemanwan, I., Cevallos, A., & Blakey, M. (2019). How and why to develop an academic operations model to improve academic services responsiveness and reliability as part of a retention and recruiting plan in an online program. In E-Learn World Conference on E-Learning. New Orleans, LA: Association for the Advancement of Computing in Education.
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