Team # 162 -- Undergraduate Admissions Incoming Mail Review Team
Enrollment Management and Administration

March 1996


To examine the messages that come to the UAO through e-mail, fax, and hard copy to determine the best process to use to answer the messages easily, promptly and accurately.

Team Membership

  • Geoffrey Harford, Sponsor
  • Betsy Wiser, Leader

Results Achieved to Date

  • E-mail system was changed for more efficient routing to admissions counselors & to attend to messages that required immediate attention
  • A standardized response formulated for 2 most common inquiries--response time decreased from 2 weeks to instantaneous




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The Pennsylvania State University
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