Team # 297 -- Undergraduate Admissions Customer Interaction Team
Enrollment Management and Administration

July 1998


To focus on the management of internal processes to become more effective in balancing customer interaction with team and individual responsibilities.

Team Membership

  • Steve Mostert, Sponsor
  • Joy Dietz, Leader
  • Ellen Walker, Facilitator

Results Achieved to Date

  • Recommended creating a unified message and single definition of expectations, policies, and procedures for all aspects of customer interaction
  • Recommended creating a measurement tool for staff accountability dealing with customer interactions
  • Recommended clarifying requirements for each job description and work loads
  • Recommended providing the appropriate training to meet the requirements for new job descriptions
  • Recommended investigating technology to monitor consistent staff participation in required UCD duties.




Office of Planning and Institutional Assessment
The Pennsylvania State University
502 Rider Building
University Park, PA 16802-4819
Phone: (814) 863-8721
Fax: (814) 863-7031

Copyright 2006-2014 The Pennsylvania State University

This publication is available in alternative media upon request

Questions regarding web issues, please contact