Value Stream Mapping the Admissions Process – Prospect to Accepted
- 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.
- 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.
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.
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
- Postage for physical prospect, application and acceptance materials.
- TBD on resource allocation for prospecting.
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)