Team # 767 -- Behrend CQI Team for the Incomplete Registration Process
Penn State Erie, The Behrend College

January 2008

Objective

Review the processes under which we work with students to get them to complete their registrations because of all the changes that have been implemented in the tuition payment processes of the University. This includes the implementation of electronic bills and the varying due dates for payment to the Bursar's Office.

Team Membership

  • David Christiansen, Sponsor
  • Bob Light, Leader/Facilitator
  • Mary Ellen Bayuk, Member
  • Jane Brady, Member
  • Biddy Brooks, Member
  • Tracy Claybaugh, Member
  • Randy Geering, Member
  • Kathy Noce, Member
  • Laura Plocido, Member

Results Achieved to Date

  • ExpectedResults: We hope to streamline the process so that students are able to complete their Behrend registrations more quickly.
  • Results from Mary Beth Bayuk 7/1/09

    In December 2007, a cross-functional CQI Team was formed to examine the Incomplete Registration Process at Penn State Behrend. Given the changes that have been implemented in the tuition payment process of the University, including the implementation of electronic bills and the varying due dates for payment to the Bursar’s Office, the Team was charged with reviewing the processes under which we work with students that result in students completing their registrations.

    A recurring theme that came up throughout the team’s discussions dealt with the importance of informing and communicating with both parents and students regarding the Incomplete Registration Process. Another important issue centered on the availability of correct, up-to-date information when dealing with the students. This is especially significant for Housing as they distribute information and process students on move-in day. Some of the offices represented on the CQI team have already begun to take steps to implement some of the recommendations, for example, the post card developed by the Bursar’s Office has been printed and will be included in the FTCAP folders being distributed to students this summer.

    The team mapped four processes involved for a first time fall admit student. Specifically, the admission and registration process, the financial aid process, the tuition reimbursement process and the housing process were mapped. After the team analyzed the processes, it developed a list of 26 possible solutions or specific changes that it feels will improve the Incomplete Registration Process.

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