Service Unit Improvement Plan
1. PROCESSES: What is the primary key process and the related outcome(s) of your
service unit? Name up to four sub-processes or procedures that support the KEY process.
(Eg. A key process for the Admissions Office is “Admitting New Learners,” which has the
four identified sub-processes shown below. The related outcome is “admitted learners.”)
Key Process Related Outcome
Ex: Admitting New Learners Admitted Learners with everything they need to pre-
KEY SUB-PROCESSES/PROCEDURES OUTCOMES
1) Managing planned communications sequence Prospects and applicants who have received
for prospects, applicants, admitted new learners appropriate communications according to planned
schedule (e.g., admitted learner receives letter of
admission with information on pre-registration).
2) Processing applications Applications processed through “admit.”
3) Responding to inquiries. Responses replied to in timely fashion.
4) Managing applicant files (electronic and hard Applicant files complete.
5) Providing materials needed for pre-registration. Advising files are complete and ready for advisors on
2. STANDARDS: What are the performance standards for each process/outcome? Identify
at least one efficiency, effectiveness, and responsiveness/customer service standard (use the
CAS standards, if available). The standard identified is the performance target.
Example standards for processing applications might be as follows:
Key Process A. Efficiency B. Effectiveness C. Responsiveness/
(and subprocesses) Standard Standard Customer Service
Admitting New Learners
1) Managing planned Letters are “run” and Letters are accurate, Changes to letters and or
communications sequence mailed daily. up-to-date; sequence sequence requested
for prospects, applicants, Measured by: Log sheet is correctly set up so through Dean are
admitted new learners that letters are implemented
appropriately. Measured by: Documented
Measured by: Examination change supplied to Dean
of packets ready to mail on a
randomly selected day
2) Processing applications Mean processing time No errors on 95% of Applications are
is 20 minutes or less the applications processed and first letter
per application. Measured by: Random check mailed within 3 days of
Measured by: Log sheet of applicant files.
Measured by: Dates in ISRS
3) Responding to inquiries. Information from Inquiries are all Inquires are responded to
Inquiry Cards entered recorded on Inquiry within 1 day of entry
into the system within 1 Cards so no inquiries into the system (within 2
day of receipt of the are lost. days of receipt of
inquiry. (2 days for Measured by: No complaints inquiry).
of inquiries not received or Measured by: Dates in ISRS
bulk receipts, i.e., responded to
Measured by: Dates on cards
4) Managing applicant files
(electronic and hard copy)
5) Providing materials
needed for pre-registration.
3. MEASURES: How well is your service unit doing on each standard? Reply using a 1-3
scale with 1 being below standard, 2 being meets standard and 3 being exceeds standard.
Standard A Standard B Standard C
(Efficiency) (Effectiveness) (Responsiveness/ Cust
3 2 1 3 2 1 3 2 1
EX: Admitting learners x x x
4. RESULTS: How do you KNOW how well you are doing? (I.e., provide data that back up
your responses above. E.g., if you scored your department as a 3, what data led you to that
rating? The key is your measures. What are the results of your measures?)
Example results for each type of standard are shown for Sub-process 2) Processing
PROCESS Standard A Standard B Standard C
Admitting New (Efficiency) (Effectiveness) (Responsiveness)
1) Communicating with Inquiries are entered into the Examination of packets ready Inquiries are responded to within 3
system within1 day of receipt. to mail on a given day days
Prospects (randomly selected) show no
(or 1?) error
2) Processing Random sample of chart Random sample of applications Data records from ISRS show 2 day
recording processing time shows missing data on 3% of average between application
Applications shows mean time of 21 minutes. applications. received and application processed.
admit status and
registering to admitted
4) Creating advisor
Based on the results from above and using other means of feedback on performance (e.g.,
areas of complaints), what are your plans for improving the performance of your unit?
Establish at least one goal for each standard: