Team # 156 -- Conferences and Institutes Team to Improve Registration of Conferences and Institutes
University Outreach (Continuing and Distance Education)

November 1995

Objective

To review and analyze the current C&I registration processes and to recommend necessary changes for the purpose of providing better customer service to conference registrants in a timely manner.

Team Membership

  • Michael Ostroski, Sponsor
  • Barbara Impellitteri, Leader
  • Sue Oram, Facilitator

Results Achieved to Date

  • Examined and made recommendations regarding the space and physical set-up of the registration office.

    Re-designed and implemented the routing of incoming mail - an initial step in the registration process.

    Set a policy on when and under what circumstances conference applicants are called in order to acquire information that was omitted on their applications. Developed a database for tracing letters mailed to participants from whom we need additional information.

    Set a new policy on classifying applications as early or late.

    Developed a new fax cover sheet that is more user friendly for both the applicant and the registration office staff.

    Reviewed and developed a new procedure regarding the production of the acknowledgement letters to ensure that they are ready when applications arrive.

    Revised the procedure of pulling mailing labels for new registrants as a result of the Registration/Financial Office split.

    Set a policy on the receipt and processing of partial fee payment.

    Standardized spacing in the conference brochures to ensure ease of reading and completion for the applicant and clarify for the registration office staff.

    Developed an electronic program information form for use by the Registration Office and the Financial Office.

    Revised Sports Camp registration procedures:
    Planner will determine waiting lists on a camp-by-camp basis; a standard letter to be sent to campers who are on a waiting list will be developed by the Sports Camp Office; developed new procedures for partial payments.

    Evaluated and made recommendations for the staffing needs (3 more staff members for FO and 1 more in the RO) in both the Registratioin and Financial Offices.

    Designed and implemented a new standard registration form for brochures (credit and non-credit).

    Set and implemented a cut-off date of 2 days out for telepholne registrations via 1-800-PSU-today. After that time, potential participants will be considered walk-ins.

    The set-up for credit programs was re-evaluated and new procedures were developed and implemented.

    Developed and implemented additional ACCESS/NCRR guidelines.

    Recommended that the Financial Office maintain acceptable level of staffing until 5:00 pm daily.

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