INDUSTRY: HIGHER EDUCATION – PUBLIC UNIVERSITY

Objective: Respond to Slipping Customer Satisfaction

Experiencing significant growth, a large public university noticed early warning signs indicating that core processes and systems would not be able to scale with the expansion. Student (customer) satisfaction was suffering and the leadership team struggled to know where to begin.

Solution: Reorganize, Map and Require

The Operari Group began by taking a cross functional view of the organization and assessing all aspects of how the institution was currently solving the people, process, and information equation. After an in-depth assessment, it was decided that a three-pronged approach would be required.

1. An overall leadership assessment was presented to only the most senior leaders in the institution. This led to reorganization of functions across several areas.
2. Simultaneously, Operari prepared a prioritized list of institutional processes to map out. Due to the unique situations of this institution, enrollment was chosen as the first are to undergo a process exploration. During this track several key enabling projects were identified and assessed and a student satisfaction survey was created and executed to provide a baseline for future measurement.
3. The third track consisted of an overall IT delivery assessment to define the requirements and processes for the unit to keep step with the demands of institutional growth.

Findings and recommendations from all three tracks were compiled into separate reports with roadmaps and next steps. Operari remains engaged as the university continues to execute several of these important initiatives.