Handing over from Admissions: designing an effective system

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2 Handing over from Admissions: designing an effective system Kate Hammer Senior Admissions Officer Postgraduate Office University of Westminster London

3 Contents: 1. University of Westminster handover from Admissions: Case study - Personal reflection - MBA at Westminster Business School (WBS) - Postgraduate Office: efficient handover system 2. Handovers: in search for operational efficiency - Job descriptions: enough to ensure success across teams? - Individual roles: understanding the bigger picture - Targets/Results: understanding task completion - People & PCs: how an IT system can help with task completion 3. Defining a successful handover system - Student perspective - Admissions perspective - Programme Manager perspective 4. Designing an effective handover system: Summary & Conclusion

4 Personal reflection Experience of handover & co-operation across teams in the context of Postgraduate Admissions

5 MBA Westminster Business School (WBS) - Accredited by the Association of MBA s since Named No1 preferred MBA supplied to the UK Government - MBA mentoring programme & internship scheme - One 2 One career development coaching - Access to Bloomberg Financial suite - Specialist electives from other Masters programmes - Opportunity to study abroad (China, Vietnam) - World class education: teaching the links between disciplines & gaining knowledge across subject areas - WBS: at the heart of the world capital of commerce

6 Breakdown of MBA applications, offers and acceptances for the past five cycles (FT&PT) FT PT ALL Apps Offers Accs Apps Offs Accs Apps Offs Accs 2014/5* / / / / / /5* incomplete as still six months left in the admissions cycle

7 Upward trend in applications explained: - Faster turn-around in decision-making - Offers made by the Admissions Officer (to free up the academic to make contact with offer holders) - Conversion Officers work in contacting offer holders to offer assistance - Newsletters and CRM communications - Congratulatory s following the offer - Online sessions on Twitter (with the tutor) - MBA online platform (all information in one place; updated every fortnight) - Effective handover from Admissions

8 Postgraduate Admissions: efficient handover system

9 Stakeholders of the handover process within the organisation: Defined roles and functions ADMISSIONS Postgraduate Office WBS REGISTRY MBA Programme Administrator COURSE LEADER

10 Postgraduate Office works to ensure completion of all preenrolment stages of student admission, including: Decision-making Issuing offers Fees (confirming fee status + information on funding) Visas (CAS-initiation process) Administering mode/date changes Issuing formal letters of confirmation Enrolment & orientation information Providing direction (who to contact) ENROLMENT - Verification of academic qualifications - Passport + visa checks

11 Programme Administrator (Registry) works to ensure completion of all postenrolment stages of student induction, including: Student Orientation Student cards Module registration Elective subjects Timetables Assessment boards Social events Comprehensive student services Ensuring student satisfaction SERVICE: from ENROLMENT to COMPLETION

12 Enrolment = Overlap Enrolment Forms

13 Handovers: in search for operational efficiency Job descriptions: enough to ensure success across teams? Individual roles: understanding the bigger picture Targets/Results: understanding task completion People & PCs: how an IT system can help with task completion

14 Operational efficiency correlates with: 1. Clear definition of individual/team aims 2. Understanding of individual/team roles 3. Effective supervision (ensuring targets are met) 4. Using the IT systems to facilitate the process

15 Operational efficiency = congruence of roles OVERLAP CONGRUENCE

16 Defining a successful handover system: perspectives STUDENT ADMISSIONS PROGRAMME MANAGER

17 Summary Well defined roles & functions Good communication & constructive supervision Positive attitude & can do culture in teams Investing in people & utilising IT systems

18 Conclusion Overlap Congruence

19 Thank you