Explore Project Successes

Strategic Enrollment Management and Marketing (SEMM) Presented Improvements to Student Support Services

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Presentation slide connecting the project to CSUSB Strategic Priority Goal 1: Student Success.

Aimed to improve the student experience by reducing barriers to support services and addressing challenges such as long wait times, abandoned calls, and limited access to assistance. By aligning with CSUSB's Student Success strategic priority, the focus was on creating a more accessible and responsive support system for students.

Fishbone diagram with categorized sticky notes used to analyze factors contributing to abandoned student calls.

Using a fishbone diagram, Lean Six Sigma root cause analysis techniques organized and evaluated potential factors contributing to abandoned student calls, focusing on areas such as systems, staffing, and service processes.

Hand-drawn process map illustrating the student call routing process, including phone menus, call queues, transfers, and points where calls may be abandoned.

Using a process map to visualize the student call-handling workflow helped identify process steps, handoffs, and opportunities for improvement throughout the student support experience.

Line graph comparing handled and abandoned Financial Aid calls over a one-year period.

Analyzing call volume and abandoned call data to measure service gaps helped identify trends during peak periods and guided improvements to student support services using Lean Six Sigma data analysis techniques.