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
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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.
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.
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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