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Creating Electronic Student and Customer Services: Learning from Higher Education and Business

  • ID: 41892
  • October 2003
  • 88 pages
  • American Productivity & Quality Center, APQC
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The development of a “customer service” focus at colleges and universities is central to many of the reform agendas at both the state and campus levels. States, systems, and campuses continue to look for opportunities to reduce costs and improve quality. Given the increasing importance (and cost) of student services, ample opportunities exist to gain economies of scale in the student services arena through the use of emerging technologies. The necessity for a well-integrated approach to key functions such as admissions, registration, financial aid, and counseling and advising has become apparent. For example, student enrollment in electronic-based courses from multiple providers is increasing, adding to the complexity of providing high-quality student support services.

Another trend developing is the concept of “one-stop” centers for services such as career placement. This trend parallels the corporate emphasis on customer service through the use of technologies such as “customer call centers.” These systems provide one-stop service for all of a caller’s needs and provide feedback for improving service and productivity.

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- Sponsor and Partner Organizations

A complete listing of the sponsor organizations in this study, as well as the best-practice (“partner”) organizations that were benchmarked for their
innovation and advancement in electronic student or customer services.

- Executive Summary

A bird’s-eye view of the study, presenting the methodology used and the key findings discovered during the course of the study. These findings are
explored in detail in following sections.

- Key Findings

An in-depth look at the 16 key findings in five macro topic areas: Range of Electronic Student and Customer Services, Organizational Change Management, Technology, Policy and Strategic Issues, and Performance Measurement. Organizational examples provide supporting evidence for the findings.

- Partner Organization Profiles

Background information on the partner organizations, as well as a look at their use of electronic student or customer services.

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