Value Stream Mapping the Admissions Process – Prospect to Accepted

Status
In Progress
Start Term
Summer 2022
End Term
Fall 2022
Project Leads
Interim Vice President of Institutional Effectiveness and Technology Solutions; Executive Director of Workforce Development Solutions
Pillars of Success
Financial Sustainability
Student Success
Project Purpose
  • Map the admissions pipeline process from prospect to accepted, accepted to registered, and registered to sitting in class.
  • Target reduction in key delays during the processes.
  • Target key process updates.
Deliverables
  • Determine key metrics to track process effectiveness.
  • Prioritize hot/warm lead entry into information systems for immediate implementation.
  • Research the feasibility of a digital reader for prospect cards by June 15, 2022.
  • Discuss and formulate recommendation on allocation of resources for prospecting by June 15, 2022.
Project Scope
In Scope

Before a person becomes a prospective student until the student is accepted.

Out of Scope

Accepted through student attending past add/drop week.

Effectiveness Measures
Prospect to Admission

KPI 1. Conversion of prospect to application by source

Collection: Annual in fall via Salesforce

Goal: Benchmarking to inform future process improvements, reporting annually

Responsible: Dean for Enrollment Management, Marketing and Outreach; Director of Enrollment (after Institutional Effectiveness creates reporting)

 

KPI 2. Length of time from prospect to application

Collection: September / February,

Goal: Annual reduction after benchmarking

Reporting: After term start

Responsible: Dean for Enrollment Management, Marketing and Outreach; Director of Enrollment

 

KPI 3. Pipeline conversion metrics

Collection: Enrollment report

Goal: Improvement year over year

Reporting: Enrollment report

Responsible: Institutional Effectiveness

 

OO: Operational Outcome – reporting within functional area only

 

OO 1: Time to enter cards

Collection TBD

Goal TBD

Reporting: Weekly

 

OO 2. Number of applications that weren’t prospects

Collection: Weekly

Goal: Benchmarking/inform process

Reporting: Monthly

Responsible: Dean for Enrollment Management, Marketing and Outreach; Director of Enrollment

 

OO 3. Missing item counts

Collection: Weekly

Goal: monitor for faster conversion from pending to accepted

Responsible: Dean for Enrollment Management, Marketing and Outreach; Director of Enrollment

 

OO 4. Files cleared of missing items

Collection: Weekly

Goal: Monitor for processing

Responsible: Dean for Enrollment Management, Marketing and Outreach; Director of Enrollment

 

OO 5. Number of pending apps

Collection: Weekly

Goal: Monitor

Responsible: Dean for Enrollment Management, Marketing and Outreach; Director of Enrollment

Financial Impact
  • Postage for physical prospect, application and acceptance materials.
  • TBD on resource allocation for prospecting.
Summary of Results
Value Stream Mapping Results

Prospect to admissions

  • Delay in entry of prospect cards (resource allocation).
  • Delay of sending physical packets to prospects (resource allocation).

 

Admitted to registered

  • Key clarifications needed in assessment for course placement process prior to completing a process map.

 

Key Processes Results

Prospect to admissions

  • Prioritize lead entry into the information system
  • Update physical prospect packet and create digital analog
  • Send acceptance communications to students with intent to earn cert/degree but no listed major
  • Communication of missing items both digitally and physically
  • Send acceptance communications both digitally and physically
 
Key Performance Indicator (KPI) and Operational Outcome (OO) Results

Prospect to admissions

OO 1

  • Determine content of physical and digital materials for prospects, applicant and notification of missing application items. Materials to communications and marketing by June 10 (Director of Enrollment; Call Center Resource Specialist)

 

KPI 1, KPI 2, KPI 3, OO 2, OO 3, OO 4

  • Create physical acceptance packet (letter and swag) by June 15 (Executive Assistant to the President)
  • Review metric lists and communicate with data consumers by June 15 (Interim VP of IE and Technology)
  • Determine capabilities of communication flows based on hot/cold status and bulk uploads of prospects in Salesforce by June 15 (Dean for Enrollment Management, Marketing and Outreach)
  • Lower priority: Determine process for leads older than 45 days (after current Salesforce communication flow) by Aug 1. (Dean for Enrollment Management, Marketing and Outreach)