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					                                      LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.



 Project Name     Georgia Perimeter College is expecting thousands of new students to enroll in the
                  immediate future. GPC will initiate a comprehensive review of Admissions staffing needs to
                  ensure timely admissions processing. This review will determine if additional admissions
                  specialists are required. If necessary, additional Admissions Specialists will be hired and
                  cross trained to process applications, post and evaluate documents and assist with
                  admissions decisions.
 Institution      Georgia Perimeter College       Department                      Enrollment Management
                                                                                  and Student Success;
                                                                                  Recruitment and
                                                                                  Admissions;
                                                                                  Office of Institutional
                                                                                  Research and Planning
 Black Belt                                       Telephone/Email                 678-891-2995;
                                                                                  678-891-3080;
                                                                                  678-891-2570
 Champion(s)      Lisa Fowler and Frank           Master Black Belt
                  Nash
 Start Date       September 2007                  Target                          November 2008
                                                 Completion Date


Element           Description                   Team Charter
1. Process:       The process in which            Georgia Perimeter College is expecting thousands of new
                  opportunity exists.             students in the immediate future. A comprehensive review of
                                                  Admissions staffing needs may lead to the hiring of additional
                                                  admissions specialists, resulting in more timely admissions
                                                  processing and greater student satisfaction.
2. Project        Problem Statement.              Increased numbers of students continue to apply to Georgia
   Description:   Includes time, measureable      Perimeter College. Every GPC application requires a number
                  item, gap, and business         of steps leading to an admissions decision. A review of
                  impact.                         staffing needs will determine if additional admissions
                                                  specialists are needed for more timely processing.
3. Objective:     What improvement is
                  targeted and what are the        Measure Units            Baseline                Goal
                  project goals?
                  1. A comprehensive review     100% – Review                    0%                100%
                      of Admissions staffing    completed in spring
                      will take place.          2008.
                  2. The review verified the    100% – Four                      0%                 100%
                      need for additional       admissions specialist
                      admissions specialists.   positions have been
                                                approved and
                                                advertised.
                  3. OIRP will develop a        50% – Report                     0%        50% – Report will be
                     report to demonstrate      development in                             generated when new
                     the effectiveness of       progress.                                  admission specialists
                     additional admissions                                                 are in place.
                     specialist.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

4. Business         What is the expected          Thousands of new students will require greatly increased
                    financial impact?             admissions processing. A comprehensive review leading to
   Results:                                       the hiring of additional admission specialists will lead to more
                                                  timely processing and admission decisions. More satisfied
                                                  GPC students will succeed and be retained, and will graduate
                                                  and transfer to four-year colleges and universities.
5.Team Members:     Names and Roles of Team       Admissions Processing Work Group
                    Members                       Paula Carter – Administrative Supervisor I
                                                  Julius Whitaker – Interim Dean of Recruitment and Admissions
                                                  Jo Anne Brabson – Director of Testing
                                                  Sherily Elliot – Records Coordinator II
                                                  Hattie Greer – Records Coordinator I
                                                  Norvell Jackson – Dean of Student Services/Dunwoody
                                                  Michele Radden – Admissions Specialist
                                                  Doug Ruch – College Registrar
                                                  James Strickland – Records Center Manager
                                                  Pat Towns – Clerk IV
                                                  Travis Allen – Administrative Secretary
6. Project Scope:   Which part of the process     The Offices of Enrollment Management and Admissions will
                    will be investigated?         conduct a thorough review of Admissions staffing needs and,
                                                  if necessary, recommend the hiring of additional admission
                                                  specialists. These same offices will collaborate with GPC
                                                  Human Resources to hire additional admission specialists and
                                                  also with OIRP to determine their positive impact on
                                                  admissions processing at the College.
7. Benefit to       Who is the final customer,    New Georgia Perimeter College students and their families will
                    what benefits will they see   benefit from faster, easier application and document
   External                                       processing, which will result in speedier admission decisions.
   Customers:       and what are their most
                    critical requirements?        GPC will benefit from increased numbers of satisfied students
                                                  who will succeed, graduate and transfer to senior colleges and
                                                  universities.
8. Schedule:        Give the key                  Project Start         September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion


                    A- Analysis                   “A” Completion


                    I- Improvement                “I” Completion


                    C- Control                    “C” Completion


                                                  Project               November 2008
                                                  Completion
                                        LEAN SIX SIGMA PROJECT CHARTER
                                 Leading the way to continuous improvement at Georgia Perimeter College.


                  Georgia Perimeter College will develop a ”Back Order Book Form” for online and hard
 Project Name     copy use that will allow students to order out of stock textbooks. In addition, a list of out of
                  stock textbooks will be posted outside of every bookstore so students will know which
                  textbooks are unavailable.
 Institution      Georgia Perimeter College       Department                        College Services

 Black Belt                                          Telephone/Email                  678-891- 3320
 Champion(s)      Lisa Fowler and Frank              Master Black Belt
                  Nash
 Start Date       September 2007                     Target                           January 2008
                                                     Completion Date


Element           Description                       Team Charter
1. Process:       The process in which              To better serve GPC students, the bookstore will develop the
                  opportunity exists.               online and hard copy “Back Order Book Form” to inform
                                                    students that their textbooks are out of stock and to provide a
                                                    means to secure them as quickly as possible.
2. Project        Problem Statement.                Large numbers of students wait in line at the college
   Description:   Includes time, measureable        bookstore only to learn that the textbooks they need are out of
                  item, gap, and business           stock. Students are frustrated because they do not know
                  impact.                           when they will be able to purchase the books they need. The
                                                    “Back Order Book Form” will alleviate student frustration and
                                                    provide a means for students to purchase textbooks.
3. Objective:     What improvement is
                  targeted and what are the           Measure Units            Baseline               Goal
                  project goals?
                  1. GPC will develop, print        100% – “Back Order             0%                 100%
                      and distribute a “Back        Book Form” has been
                      Order Book Form” every        developed and is now
                      semester.                     in use.
                  2. GPC will develop and           100% – List of out of          0%                 !00%
                      post a list of out of stock   stock textbooks posted
                      textbooks outside of the      at the start of every
                      bookstore before the          semester.
                      start of every semester.
                  3. Student Satisfaction           100% – Student                 0%                 100%
                      Survey results will verify    Satisfaction Surveys
                      fewer complaints and          completed every
                      better distribution of        semester.
                      more accurate textbook
                      information.
4. Business       What is the expected              Thousands of new and current students purchase textbooks
                  financial impact?                 from the bookstore. With the use of the online and hard copy
   Results:                                         “Back Order Book Form,” students will learn which textbooks
                                                    are out of stock without having to wait in line. Students will be
                                                    able to easily access the textbook information they need. More
                                                    satisfied GPC students will succeed and be retained, and will
                                                    graduate and transfer to four-year colleges and universities.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

5.Team Members:     Names and Roles of Team       Bookstore Work Group
                    Members                       Keith Chapman – Chief Auxiliary Services Officer
                                                  Gail Austin – Director of the GPC Bookstores
                                                  Eugenia Abbey – Interim Director of LRC/ASTP
                                                  Barbara Brooks – Associate Director of Auxiliary Services
                                                  Mariam Dittmann – Academic Dean/Lawrenceville
                                                  Betty Molloy – Assistant VP of Academic Affairs
                                                  Andrea Morgan – Interim Department Head/Asst. Professor
                                                  Jeff Portnoy – Interim Director Honors College
                                                  Sheree Simpson – Registrar/Clarkston
                                                  Shelia White – Administrative Supervisor I
6. Project Scope:   Which part of the process     College Services will develop and implement an online and
                    will be investigated?         hard copy “Back Order Book Form.”

7. Benefit to       Who is the final customer,    New and current Georgia Perimeter College students will
                    what benefits will they see   benefit through improved customer service and the use of the
   External                                       “Back Order Book Form.” GPC will benefit from increased
   Customers:       and what are their most
                    critical requirements?        numbers of satisfied students who will succeed, graduate and
                                                  transfer to senior colleges and universities.


8. Schedule:        Give the key                  Project Start         September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion


                    A- Analysis                   “A” Completion


                    I- Improvement                “I” Completion


                    C- Control                    “C” Completion


                                                  Project               January 2008
                                                  Completion
                                     LEAN SIX SIGMA PROJECT CHARTER
                               Leading the way to continuous improvement at Georgia Perimeter College.


                  Georgia Perimeter College will develop an online scheduling and payment program for
 Project Name     college testing centers making this process more efficient and “customer friendly” for new
                  and current students.
 Institution      Georgia Perimeter College      Department                       College Testing;
                                                                                  Office of Information
                                                                                  Technology;
                                                                                  Student Financial
                                                                                  Services
 Black Belt                                      Telephone/Email                  678-891- 3700;
                                                                                  678-891- 3460;
                                                                                  678-891- 3400
 Champion(s)      Lisa Fowler and Frank          Master Black Belt
                  Nash
 Start Date       September 2007                 Target                           June 2009
                                                 Completion Date


Element           Description                  Team Charter
1. Process:       The process in which           Increased enrollment at Georgia Perimeter College has
                  opportunity exists.            added pressure to testing centers and the services they
                                                 provide. Large numbers of new students require placement
                                                 testing. Current students require a variety of testing services.
2. Project        Problem Statement.             GPC will develop online scheduling and payment programs
   Description:   Includes time, measureable     by utilizing the existing “GPC Student Sign Up” program.
                  item, gap, and business        Students will be able to quickly and easily schedule and pay
                  impact.                        for required tests.
3. Objective:     What improvement is
                  targeted and what are the       Measure Units            Baseline                Goal
                  project goals?
                  1. GPC will develop an       100% – Test                      0%                100%
                      online test scheduling   Scheduling Program
                      program.                 developed and
                                               operational.
                  2. GPC will develop an       25% – Online payment             0%        75% – Work needed
                     online test payment       program is in                              to complete online
                     program.                  development.                               test payment program.
                  3.

4. Business       What is the expected         Thousands of new and current students require testing
                  financial impact?            services. With the implementation of online test scheduling
   Results:                                    and payment programs, students will more quickly and easily
                                               access the testing services they need. More satisfied GPC
                                               students will succeed and be retained, and will graduate and
                                               transfer to four-year colleges and universities.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

5.Team Members:     Names and Roles of Team       New Student Orientation Work Group
                    Members                       Jonathan Lochamy – Faculty
                                                  Saul Torres – Director of Advising And Counseling/Dunwoody
                                                  Sheryll Cheek – Records Coordinator II
                                                  Nancy Diaz – Clerk IV
                                                  Charlotte Hamm – Records Coordinator I
                                                  Joel McMahon – Faculty
                                                  Sallie Paschal – C.E.O./Newton Campus
                                                  Sonja Smith – Coordinator, Testing Services/Decatur
                                                  Nicole Weeden – Student Affairs Counselor/Clarkston
6. Project Scope:   Which part of the process     The Offices of College Testing, Information Technology and
                    will be investigated?         Student Financial Services will investigate ways to make
                                                  online test scheduling and payment programs available to
                                                  GPC students. These same offices will also facilitate the
                                                  implementation of these online programs.
7. Benefit to       Who is the final customer,    New and current Georgia Perimeter College students will
                    what benefits will they see   benefit most from the accessibility of an online test scheduling
   External                                       and payment program. GPC will benefit from increased
   Customers:       and what are their most
                    critical requirements?        numbers of satisfied students who will succeed, graduate and
                                                  transfer to senior colleges and universities.


8. Schedule:        Give the key                  Project Start         September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion


                    A- Analysis                   “A” Completion


                    I- Improvement                “I” Completion


                    C- Control                    “C” Completion


                                                  Project               June 2009
                                                  Completion
                                     LEAN SIX SIGMA PROJECT CHARTER
                               Leading the way to continuous improvement at Georgia Perimeter College.



 Project Name     Georgia Perimeter College will develop and produce a “Road Map” for new students
                  guiding them from admission to the College through to class registration. This “Road Map”
                  will also be used by faculty and staff to better assist students throughout admission,
                  financial aid, enrollment and class registration processes.
 Institution      Georgia Perimeter College        Department                     Marketing/PR;
                                                                                  Recruitment and
                                                                                  Admissions;
                                                                                  Office of Information
                                                                                  Technology;
                                                                                  Student Financial
                                                                                  Services
 Black Belt                                        Telephone/Email                678-891-2680;
                                                                                  678-891-3080;
                                                                                  678-891-3460;
                                                                                  678-891-3400
 Champion(s)      Lisa Fowler and Frank            Master Black Belt
                  Nash
 Start Date       September 2007                   Target                         April 2008
                                                Completion Date


Element           Description                  Team Charter
1. Process:       The process in which           Georgia Perimeter College enrolls thousands of new
                  opportunity exists.            students every semester. Many of these new students are
                                                 the first person in their family to attend college. Many others
                                                 are less than familiar with GPC admission, financial aid and
                                                 related enrollment and class registration processes. A GPC
                                                 “Road Map” outlining admission, financial aid, enrollment and
                                                 class registration processes will be created to better assist
                                                 new students and their families as they work to attend and
                                                 succeed at GPC.
2. Project        Problem Statement.             Georgia Perimeter College will work to develop a “Road
   Description:   Includes time, measureable     Map” to guide new students and their families through all that
                  item, gap, and business        is required in admissions, financial aid, enrollment and class
                  impact.                        registration processes. Assisting new students to move
                                                 easily and quickly with better customer service and clear
                                                 direction to full matriculation will improve student satisfaction.
                                                 More GPC students will succeed, be retained, and will
                                                 graduate and transfer to four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the       Measure Units             Baseline                Goal
                  project goals?
                  1. GPC Marketing/PR,         100% – “Road Map”                 0%                 100%
                      Admissions and           development and
                      Recruitment, OIT and     production completed in
                      Student Financial        spring 2008
                      Services will develop
                      and produce the new
                      student “Road Map.”
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    2. Enrollment                 100% – First review              0%                 100%
                        Management,               and update took place
                        Recruitment and           in summer 2008. The
                        Admissions, Student       review/updating
                        Financial Services, and   process will continue.
                        the Academic and
                        Student Services Deans
                        will review and update
                        the “Road Map” as
                        needed, on an annual
                        basis
3. Business         What is the expected          Thousands of new students choose Georgia Perimeter College
                    financial impact?             for their college education every semester. The numbers of
   Results:                                       new students continue to increase, and these new students
                                                  and their families need assistance to better navigate the
                                                  admissions, financial aid, enrollment and class registration
                                                  processes.      With improved customer service and better
                                                  assistance, larger numbers of new students will matriculate,
                                                  succeed, graduate and transfer to four-year colleges and
                                                  universities.
5.Team Members:     Names and Roles of Team       Customer Service II
                    Members                       Joe Odom – Coordinator, Student Alternate Dispute Resolution
                                                  Candy Perry – Assistant Registrar
                                                  Deborah Dove – Degree Program Specialist
                                                  Lynn Eddy – Admission Specialist
                                                  Naeemah Huggins – Records Coordinator II
                                                  Wesley Hull – Director of Infrastructure
                                                  Pam Joseph – Assistant Director Webmaster
                                                  Lori Payne – Coordinator, Testing of Services/Dunwoody
                                                  Jennifer Taylor – Admission Counselor
                                                  Margaret Venable – Assistant VP of Educational Outreach
6. Project Scope:   Which part of the process     Georgia Perimeter College Marketing/PR, Recruitment and
                    will be investigated?         Admissions, the Office of Information Technology, and
                                                  Student Financial Services will collaborate with others at the
                                                  College to develop and produce a “Road Map” to assist new
                                                  students and their families through admission, financial aid,
                                                  enrollment and class registration processes. Members of
                                                  these offices will investigate similar road maps available at
                                                  other two and four-year colleges and universities as they
                                                  develop and produce the GPC “Road Map.”
7. Benefit to       Who is the final customer,    New Georgia Perimeter College students and their families will
                    what benefits will they see   benefit most from the development and production of a “Road
   External                                       Map” that guides new students through important college
   Customers:       and what are their most
                    critical requirements?        processes to full matriculation and class registration. GPC will
                                                  benefit with more satisfied students who succeed, are
                                                  retained, and who graduate and transfer to senior colleges
                                                  and universities.
8. Schedule:        Give the key                  Project Start        September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion
                    LEAN SIX SIGMA PROJECT CHARTER
              Leading the way to continuous improvement at Georgia Perimeter College.

A- Analysis                   “A” Completion


I- Improvement                “I” Completion


C- Control                    “C” Completion


                              Project               April 2008
                              Completion
                                      LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.


                  The Georgia Perimeter College Bookstore will establish a “Bookstore Call Center” in
 Project Name     collaboration with the Office of Information Technology to better address student book
                  purchasing needs. Main bookstore phone numbers will become automated information
                  lines. A location for the “Bookstore Call Center” will be identified and all “Bookstore Call
                  Center” representatives will receive extensive customer service training.
 Institution      Georgia Perimeter College       Department                        College Services;
                                                                                    Office of Information
                                                                                    Technology

 Black Belt                                      Telephone/Email                    678-891- 3320;
                                                                                    678-891-3460
 Champion(s)      Lisa Fowler and Frank          Master Black Belt
                  Nash
 Start Date       September 2007                 Target                             January 2008
                                                 Completion Date


Element           Description                   Team Charter
1. Process:       The process in which          To better serve GPC students, the College Bookstore will
                  opportunity exists.           develop a “Bookstore Call Center” with trained customer
                                                service representatives to answer calls and questions
                                                regarding textbook purchases before the start of the semester.
2. Project        Problem Statement.            Large numbers of students call the College Bookstore looking
   Description:   Includes time, measureable    for information regarding textbook purchases, hours of
                  item, gap, and business       Bookstore operation, forms of payment, and much more. The
                  impact.                       College Bookstore will automate bookstore phone numbers to
                                                serve as information lines and will establish a “Bookstore Call
                                                Center” before the start of the semester. Trained customer
                                                service representatives will better serve Georgia Perimeter
                                                College students and their families. More satisfied students
                                                will succeed, be retained, will graduate and transfer to four-
                                                year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the        Measure Units            Baseline                Goal
                  project goals?
                  1. The GPC Bookstore will     100% – Phone line                0%                100%
                      automate phone            automation completed.
                      numbers to serve as
                      information lines.
                  2. The GPC Bookstore will     100% – “Bookstore Call           0%                  !00%
                      establish a “Bookstore    Center” established
                      Call Center” and will     before the start of the
                      develop and implement     semester and training
                      a customer service        completed.
                      training program for
                      representatives.
                  3. Student Satisfaction       100% – Student                   0%                 100%
                      Survey results will       Satisfaction Surveys
                      measure increased         completed every
                      satisfaction with the     semester.
                      GPC Bookstore.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

4. Business         What is the expected          Thousands of new and current students purchase textbooks
                    financial impact?             from the College Bookstore. Students make repeated efforts to
   Results:                                       connect with the bookstore by phone to get information about
                                                  their books and how to purchase them. Bookstore information
                                                  phone lines and a “Bookstore Call Center” will provide
                                                  improved customer service to GPC students. More satisfied
                                                  GPC students will succeed and be retained, and will graduate
                                                  and transfer to four-year colleges and universities.
5.Team Members:     Names and Roles of Team       Bookstore Work Group
                    Members                       Keith Chapman – Chief Auxiliary Services Officer
                                                  Gail Austin – Director of the GPC Bookstores
                                                  Eugenia Abbey – Interim Director of LRC/ASTP
                                                  Barbara Brooks – Associate Director of Auxiliary Services
                                                  Mariam Dittmann – Academic Dean/Lawrenceville
                                                  Betty Molloy – Assistant VP of Academic Affairs
                                                  Andrea Morgan – Interim Department Head/Asst. Professor
                                                  Jeff Portnoy – Interim Director Honors College
                                                  Sheree Simpson – Registrar/Clarkston
                                                  Shelia White – Administrative Supervisor I
6. Project Scope:   Which part of the process     With the help of GPC/OIT, the College Bookstore will
                    will be investigated?         investigate ways to convert phone lines into information lines
                                                  and to establish a successful “Bookstore Call Center” before
                                                  the start of the semester.
7. Benefit to       Who is the final customer,    New and current Georgia Perimeter College students and their
                    what benefits will they see   families will benefit from College Bookstore information lines
   External                                       and the establishment of a “Bookstore Call Center” before the
   Customers:       and what are their most
                    critical requirements?        start of the semester. GPC will benefit from increased
                                                  numbers of satisfied students who will succeed, graduate and
                                                  transfer to senior colleges and universities.
8. Schedule:        Give the key                  Project Start         September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion


                    A- Analysis                   “A” Completion


                    I- Improvement                “I” Completion


                    C- Control                    “C” Completion


                                                  Project               January 2008
                                                  Completion
                                      LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.


                  Georgia Perimeter College will begin a thorough assessment of Advising and Counseling
 Project Name     Services and Enrollment and Registration Services operations in peak operation times to
                  establish greater efficiency and to determine the need for additional staff to provide
                  improved student services for new and current students. Efforts will also be made to train
                  and recruit GPC faculty members to assist with academic advisement and class
                  registration during peak service times.
 Institution      Georgia Perimeter College       Department                     Office of Financial Affairs;
                                                                                 Office of Academic
                                                                                 Affairs; Enrollment
                                                                                 Management;
                                                                                 Recruitment and
                                                                                 Admissions;
                                                                                 Advising and Retention;
                                                                                 Office of Information
                                                                                 Technology;
                                                                                 Customer Service
 Black Belt                                       Telephone/Email                678-891- 2515;
                                                                                 678-891-2445;
                                                                                 678-891-2995;
                                                                                 678-891-3080;
                                                                                 770-278-1122;
                                                                                 678-891-3460;
                                                                                 678-891-3429
 Champion(s)      Lisa Fowler and Frank           Master Black Belt
                  Nash
 Start Date       September 2007                  Target                         January 2009
                                                 Completion Date


Element           Description                   Team Charter
1. Process:       The process in which          During peak service times, before the start of every new
                  opportunity exists.           semester, Georgia Perimeter College students look to
                                                Advising and Counseling Services for advisement and to
                                                Enrollment and Registration Services to complete class
                                                registrations. Students are frustrated by long lines and long
                                                waiting times to see a GPC Counselor/Advisor or
                                                representative.    A thorough ACS and ERS staffing
                                                assessment may lead to additional staff positions to better
                                                serve GPC students.
2. Project        Problem Statement.            Peaks service times and large numbers of new and current
   Description:   Includes time, measureable    Georgia Perimeter College students needing assistance leads
                  item, gap, and business       to anger and frustration for students and their families.
                  impact.                       Assessing efficient services and staffing needs in ACS and
                                                ERS, and addressing these needs with additional personnel,
                                                as needed, will help to alleviate service problems and lead to
                                                more satisfied GPC students who will succeed, be retained,
                                                and will graduate and transfer to four-year colleges and
                                                universities.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

3. Objective:       What improvement is
                    targeted and what are the         Measure Units            Baseline               Goal
                    project goals?
                    1. A thorough assessment        100% – The                     0%                100%
                        of ACS and ERS              assessment has been
                        operations will be          completed and
                        conducted to establish      additional staff
                        greater efficiency and to   members have been
                        determine if additional     recommended.
                        staff members are
                        needed.
                    2. Georgia Perimeter            50% – Advertising and          0%        50% – Hiring of
                        College continues the       interviewing processes                   additional staff for
                        process of advertising      are underway.                            ACS and ERS will be
                        and hiring additional                                                completed by January
                        ACS Counselors and                                                   2009.
                        ERS representatives.
                    3. Student Satisfaction         100% – Student                 0%                 100%
                        Survey results will         Satisfaction Surveys
                        measure increased           will be completed every
                        satisfaction with the       semester.
                        GPC Bookstore.
4. Business         What is the expected            With a thorough assessment and the addition of additional staff
                    financial impact?               members in ACS and ERS at Georgia Perimeter College
   Results:                                         locations, new and current students and their families will
                                                    receive better services. More satisfied GPC students will
                                                    succeed and be retained, and will graduate and transfer to
                                                    four-year colleges and universities.
5.Team Members:     Names and Roles of Team         Advisement Work Group
                    Members                         Deb Homer – Interim Director, Advising and Counseling/Law.
                                                    Tamra Ortgies Young – Faculty
                                                    Travis Allen – Administrative Secretary
                                                    Brenda Benefield – Secretary
                                                    Maggie Ehrlich – Department Chair, Math/CSCI/Eng
                                                    Linda Fields – Assistant Registrar/Clarkston
                                                    Mary Hickman-Brown – Dean for Student Services/Decatur
                                                    Paul Hudson – Department Chair, Business/Social Science
                                                    Margaret Major – Faculty
                                                    Luise Strange de Soria –Faculty
                                                    Patrice Masterson – Director of HR Benefits/Staff Development
6. Project Scope:   Which part of the process       A number of offices at Georgia Perimeter College will work
                    will be investigated?           collaboratively to assess Advising and Counseling Services
                                                    and Enrollment and Registration Services operations. Greater
                                                    efficiency will be one goal, as well as determining the need for
                                                    additional staff to better serve GPC students.
7. Benefit to       Who is the final customer,      New and current Georgia Perimeter College students and their
                    what benefits will they see     families will benefit most from more efficient ACS and ERS
   External                                         operations and from better customer service provided by
   Customers:       and what are their most
                    critical requirements?          additional staff in both departments. GPC will benefit as more
                                                    satisfied, better served students succeed, are retained,
                                                    graduate and transfer to four-year colleges and universities.
                                   LEAN SIX SIGMA PROJECT CHARTER
                             Leading the way to continuous improvement at Georgia Perimeter College.

8. Schedule:   Give the key                  Project Start         September 2007
               milestones/dates.

               D- Define                     “D” Completion


               M- Measurement                “M” Completion


               A- Analysis                   “A” Completion


               I- Improvement                “I” Completion


               C- Control                    “C” Completion


                                             Project               January 2009
                                             Completion
                                      LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College will develop a web-based, Academic Advising information clearing
 Project Name     house.

 Institution      Georgia Perimeter College      Department                         Advising and Retention;
                                                                                    Office of Information
                                                                                    Technology
 Black Belt                                      Telephone/Email                    770-278-1122;
                                                                                    678-891-3460
 Champion(s)      Lisa Fowler and Frank          Master Black Belt
                  Nash
 Start Date       September 2007                 Target                             September 2008
                                                 Completion Date


Element           Description                   Team Charter
1. Process:       The process in which          At Georgia Perimeter College, student success is dependent
                  opportunity exists.           on readily available and accurate academic advisement. In
                                                support of BOR strategic goals mandating improved academic
                                                advisement, GPC will develop an easily accessed, detailed
                                                and helpful web-based advising information clearing house.
                                                This clearing house will be available to assist faculty
                                                members, student affairs counselors, staff advisors and other
                                                members of the college community who advise students.
2. Project        Problem Statement.             Academic advisement information at Georgia Perimeter
   Description:   Includes time, measureable     College was located in different formats and housed in
                  item, gap, and business        different areas of the college. With increasing enrollment, it is
                  impact.                        critical that all advisement information be assembled into one
                                                 college-wide, web-based location. Improved academic
                                                 advisement will lead to greater student success. Larger
                                                 numbers of better advised GPC students will be retained,
                                                 graduate and transfer to four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the        Measure Units            Baseline                Goal
                  project goals?
                  1. Development of a web-      100% – The web-based             0%               100%
                      based advising            academic advisement
                      information clearing      clearing house is
                      house to better advise    completed and
                      students.                 available through the
                                                GPC website.
                  2. Develop advisement         100% – Advisement                0%               100%
                     alerts to be shared with   alerts have been
                     the GPC community on       developed and continue
                     a regular basis.           to be shared with the
                                                college community.
4. Business       What is the expected          In support of BOR and GPC strategic goals, increased
                  financial impact?             numbers of successfully advised Georgia Perimeter College
   Results:                                     students will lead to greater student success, resulting in larger
                                                numbers of students graduating and transferring to four-year
                                                colleges and universities.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

5.Team Members:     Names and Roles of Team       Advisement Work Group
                    Members                       Deb Homer – Director of Advising and Counseling
                                                  Tamra Ortgies Young – Faculty
                                                  Travis Allen – Administrative Secretary/Dunwoody
                                                  Brenda Benefield – Secretary/Newton
                                                  Maggie Ehrlich – Interim Dean of Academic Services
                                                  Linda Fields – Assistant Registrar
                                                  Mary Hickman-Brown – Dean of Student Services
                                                  Paul Hudson – Faculty
                                                  Margaret Major – Faculty
                                                  Luise Strange de Soria – Faculty
                                                  Patrice Masterson – Director of Human Resources
6. Project Scope:   Which part of the process     Georgia Perimeter College will investigate and develop an
                    will be investigated?         easily accessed, detailed and helpful web-based academic
                                                  advisement clearing house. Implementing this clearing house
                                                  will positively impact and improve services to students.
7. Benefit to       Who is the final customer,    Georgia Perimeter College students will benefit from more
                    what benefits will they see   accurate, consistent and timely academic advisement. GPC
   External                                       will benefit from larger numbers of better advised, more
   Customers:       and what are their most
                    critical requirements?        successful, retained students who graduate and transfer to
                                                  four-year colleges and universities.


8. Schedule:        Give the key                  Project Start         September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion


                    A- Analysis                   “A” Completion


                    I- Improvement                “I” Completion


                    C- Control                    “C” Completion


                                                  Project               September 2008
                                                  Completion
                                      LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College will develop a comprehensive academic advisement training
 Project Name     program for faculty, student affairs counselors and other GPC staff members. This program
                  will establish and maintain continuous advisement relationships with students. Components
                  of the training program will include developmental advising tools, technical training tools, and
                  incentives to those who provide exemplary academic advisement.

 Institution      Georgia Perimeter College       Department                        Enrollment Management
                                                                                    & Student Success;
                                                                                    Advising and Retention;
                                                                                    Office of Institutional
                                                                                    Research and Planning
 Black Belt                                       Telephone/Email                   678-891-2995;
                                                                                    770-278-1122;
                                                                                    678-891-2570
 Champion(s)      Lisa Fowler and Frank           Master Black Belt
                  Nash
 Start Date       September 2007                  Target                            June 2008
                                                  Completion Date


Element           Description                    Team Charter
1. Process:       The process in which           Academic advisement can only be effective with continuous
                  opportunity exists.            training. Georgia Perimeter College will develop and
                                                 implement a comprehensive academic advisement training
                                                 program to better serve students. This will be accomplished
                                                 by providing advisors with the tools they need to establish and
                                                 maintain positive advisement relationships with students.
2. Project        Problem Statement.               Academic advisors at Georgia Perimeter College need more
   Description:   Includes time, measureable       training to better assist students in the development of their
                  item, gap, and business          educational plans. Comprehensive academic advisement
                  impact.                          training will lead to greater student success. Larger numbers
                                                   of better advised GPC students will be retained, graduate
                                                   and transfer to four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the         Measure Units            Baseline               Goal
                  project goals?
                  1. GPC will develop and        100% – Academic                 0%                 100%
                      implement a                Advisement Training
                      comprehensive              Program has been
                      academic advisement        implemented which
                      training program for       incorporates
                      faculty, counselors and    developmental advising
                      staff.                     and technical skills
                                                 training as well as
                                                 incentives and rewards
                                                 for exemplary advisors.
                  2. GPC/OIRP will report        100% – Retention,               0%                 100%
                     improved retention,         graduation and transfer
                     graduation and transfer     reports are generated
                     rates to the college        every semester.
                     community.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    3. Existing Student             100% – Student                 0%                 100%
                        Satisfaction Surveys will   Satisfaction Surveys
                        verify improved             are generated every
                        academic advisement at      semester.
                        GPC.
4. Business         What is the expected            With improved academic advisement training for GPC advisors,
                    financial impact?               more students will succeed, be retained, graduate and transfer
   Results:                                         to four-year colleges and universities.
5.Team Members:     Names and Roles of Team         Advisement Work Group
                    Members                         Deb Homer – Director of Advising and Counseling
                                                    Tamra Ortgies Young – Faculty
                                                    Travis Allen – Administrative Secretary/Dunwoody
                                                    Brenda Benefield – Secretary/Newton
                                                    Maggie Ehrlich – Interim Dean of Academic Services
                                                    Linda Fields – Assistant Registrar
                                                    Mary Hickman-Brown – Dean of Student Services
                                                    Paul Hudson – Faculty
                                                    Margaret Major – Faculty
                                                    Luise Strange de Soria – Faculty
                                                    Patrice Masterson – Director of Human Resources
6. Project Scope:   Which part of the process       Georgia Perimeter College will investigate how other colleges
                    will be investigated?           train academic advisors and will incorporate best practices
                                                    as part of a comprehensive advisement training program.
7. Benefit to       Who is the final customer,      Georgia Perimeter College students will benefit from better
                    what benefits will they see     trained academic advisors. Academic advisors will be better
   External                                         equipped through this comprehensive training program. GPC
   Customers:       and what are their most
                    critical requirements?          will benefit from larger numbers of better advised, more
                                                    successful, retained students who graduate and transfer to
                                                    four-year colleges and universities.
8. Schedule:        Give the key                    Project Start          September 2007
                    milestones/dates.

                    D- Define                       “D” Completion


                    M- Measurement                  “M” Completion


                    A- Analysis                     “A” Completion


                    I- Improvement                  “I” Completion


                    C- Control                      “C” Completion


                                                    Project                June 2008
                                                    Completion
                                       LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College Student Financial Services will develop a proactive financial aid
 Project Name     communications campaign that will keep the College up-to-date on financial aid processes
                  and timelines. This campaign will provide more frequent and effective information to students,
                  faculty and staff. This campaign will also include a web calendar of important financial aid
                  events and deadlines. It will incorporate sending e-mail reminders of financial aid deadlines to
                  students, faculty and staff. Faculty will also be reminded to check class rosters to identify
                  students purged for non-payment in order to guide them to Student Accounts Offices. A quick
                  reference “Financial Aid Handbook” will be developed with quick reference information
                  allowing faculty and staff members to better assist students.
 Institution      Georgia Perimeter College        Department                       Financial Aid;
                                                                                    Office of Information
                                                                                    Technology;
                                                                                    Marketing/PR
 Black Belt                                        Telephone/Email                  678-891-3410;
                                                                                    678-891-3460;
                                                                                    678-891-2680
 Champion(s)      Lisa Fowler and Frank            Master Black Belt
                  Nash
 Start Date       September 2007                   Target                           June 2009
                                                  Completion Date


Element           Description                    Team Charter
1. Process:       The process in which           The majority of students at Georgia Perimeter College receive
                  opportunity exists.            some form of financial aid. New and current GPC students
                                                 and their families risk losing their financial aid if they do not
                                                 complete and submit required information in a timely manner.
                                                 By developing and implementing a proactive financial aid
                                                 communications campaign, GPC will better inform, assist, and
                                                 serve students and their families as they complete financial
                                                 aid processes while alerting and informing the College
                                                 community working to assist students in classes and related
                                                 student services.
2. Project        Problem Statement.             Most Georgia Perimeter College students receive some form
   Description:   Includes time, measureable     of financial aid to help pay for their college education. It is
                  item, gap, and business        essential that these students and their families be alerted to
                  impact.                        federal, state and College deadlines to complete required
                                                 forms, process their financial aid and have it applied to tuition
                                                 and fees. Proactively communicating with students and their
                                                 families and with the College community will heighten
                                                 awareness and better support and serve GPC students. More
                                                 students who are guided to complete financial aid processes
                                                 will succeed in their classes, be retained, and will graduate
                                                 and transfer to four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the         Measure Units            Baseline               Goal
                  project goals?
                  1. A college-wide e-mail       100% – The email                0%                100%
                      campaign and web           campaign and web
                      based financial aid        based calendar are in
                      deadlines calendar will    place.
                      be developed and
                      implemented.
                                         LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    2. Printed calendars and         100% – Printed                0%                 100%
                        informational materials      materials have been
                        will be developed,           developed, printed and
                        printed and distributed      distributed.
                        throughout the College
                        community.
                    3. A “Financial Aid              50% – The “Financial          0%        50% – Printing and
                        Handbook” and quick          Aid Handbook” and                       distribution of the
                        reference guide will be      quick reference guide                   “Financial Aid
                        developed and                has been developed.                     Handbook” will be
                        distributed to faculty and                                           completed shortly.
                        staff to assist GPC
                        students.
4. Business         What is the expected             In support of BOR and GPC strategic goals, increased
                    financial impact?                numbers of Georgia Perimeter College students who have
   Results:                                          successfully completed financial aid processes will receive
                                                     better customer service. Increased numbers of GPC students
                                                     proactively guided by financial aid communications and
                                                     information will be retained, and will graduate and transfer to
                                                     four-year colleges and universities.
5.Team Members:     Names and Roles of Team          Financial Aid Work Group #1
                    Members                          Bonita King – Associate Director of Financial Aid
                                                     Beverly Carruth – Coordinator of Education Affairs, Rockdale
                                                     Audrea Barnes – Associate Director of Financial Aid
                                                     Erica Hart – Asst. Director of Scholarships and Annual Giving
                                                     Jamie Marable – Student Affairs Counselor
                                                     Bonnie Martin – Director of Center for Disability Services
                                                     Debi Moon – Asst. V.P. Academic and Student Affairs
                                                     Deborah Myrick – Administrative Supervisor I
                                                     Jaleen Washington – Admissions Counselor, Decatur
                                                     Loucynda White – Financial Aid Supervisor, Clarkston

                                                     Financial Aid Work Group #2
                                                     Sheletha Champion – Interim Director of Student Financial
                                                     Services
                                                     Susan McKinnon – Director of Educational Technologies
                                                     Keith Cobbs – Dean of Student Services, Newton
                                                     Elizabeth Cranford – Faculty
                                                     Marjorie Dudley –Student Financial Aid Asst. I
                                                     Brenda Durden – Clerk IV, Admissions and Records
                                                     Madara McCorkle – Student Accounts Manager, Dunwoody
                                                     Donald Singer – Joint Enrollment Coordinator/Faculty
                                                     Phyllis Smith – Associate Director of Financial Aid
                                                     Rene Ward – Secretary, Recruitment Office
6. Project Scope:   Which part of the process        Georgia Perimeter College will investigate and develop a
                    will be investigated?            proactive financial aid communications campaign by utilizing
                                                     available technologies and by incorporating best practices
                                                     from other colleges and universities.
7. Benefit to       Who is the final customer,       Georgia Perimeter College students and their families will
                    what benefits will they see      benefit most from a proactive financial aid communications
   External                                          campaign incorporating a web calendar, e-mail reminders,
   Customers:       and what are their most
                    critical requirements?           information shared with GPC faculty and staff, and the
                                                     development and distribution of a “Financial Aid Handbook.”
                                                     GPC will benefit from better informed and more successful
                                                     students who are retained in larger numbers and who
                                                     graduate and transfer to four-year colleges and universities.
                                   LEAN SIX SIGMA PROJECT CHARTER
                             Leading the way to continuous improvement at Georgia Perimeter College.

8. Schedule:   Give the key                  Project Start         September 2007
               milestones/dates.

               D- Define                     “D” Completion


               M- Measurement                “M” Completion


               A- Analysis                   “A” Completion


               I- Improvement                “I” Completion


               C- Control                    “C” Completion


                                             Project               June 2009
                                             Completion
                                       LEAN SIX SIGMA PROJECT CHARTER
                                 Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College will establish a Financial Aid Call Center (not to be confused with
 Project Name     the establishment of a College-wide Call Center) to respond to the large volume of calls
                  to Financial Aid offices during peak service times. In addition, specially trained Financial Aid
                  online and email response team members will address additional student concerns through
                  the website and by e-mail.
 Institution      Georgia Perimeter College        Department                        Financial Affairs;
                                                                                     Financial Aid;
                                                                                     Office of Information
                                                                                     Technology
 Black Belt                                        Telephone/Email                   678-891-2515;
                                                                                     678-891-3410;
                                                                                     678-891-3460
 Champion(s)      Lisa Fowler and Frank            Master Black Belt
                  Nash
 Start Date       September 2007                   Target                            July 2008
                                                   Completion Date


Element           Description                    Team Charter
1. Process:       The process in which           The majority of students at Georgia Perimeter College receive
                  opportunity exists.            some form of financial aid. Many GPC students who receive
                                                 aid are the first in their families to attend college. Navigating
                                                 complex financial aid forms and processes presents
                                                 challenges. GPC students and their families phone and
                                                 e-mail Financial Aid Offices for assistance, especially in peak
                                                 service times, before the start of each new semester.
                                                 Developing a Financial Aid Call Center for peak service times
                                                 will offer better, real time phone, web and e-mail assistance
                                                 to students and their families who need to complete financial
                                                 aid processes.
2. Project        Problem Statement.             Most Georgia Perimeter College students receive some form
   Description:   Includes time, measureable     of financial aid to help pay for their college education. During
                  item, gap, and business        peak service times Financial Aid Offices are overwhelmed by
                  impact.                        phone calls (8500 per month on average) to address
                                                 questions and concerns. Establishing a Financial Aid Call
                                                 Center, with additional specially trained online and e-mail
                                                 response team members, will greatly improve customer
                                                 service to GPC students and their families. With better
                                                 service from Financial Aid Offices, more GPC students will
                                                 succeed and be retained, and will graduate and transfer to
                                                 four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the         Measure Units            Baseline                Goal
                  project goals?
                  1. A Financial Aid Call        100% – The Financial             0%                100%
                      Center will be             Aid Call Center, with
                      developed with the         required technologies,
                      necessary online and       is operational. The
                      phone technologies.        numbers of calls and
                                                 online “hits” will be
                                                 recorded for evaluation
                                                 purposes.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    2. Appropriate space for      100% – GPC space has             0%                 100%
                       the Financial Aid Call     been secured for an
                       Center will be secured     operational Financial
                                                  Aid Call Center.
                    3. A training program will    100% – The Financial             0%                 100%
                        be developed and          Aid Call Center training
                        implemented for           program has been
                        Financial Aid Call        developed and
                        Center staff which will   implemented.
                        include online and
                        e-mail response team
                        member training.
4. Business         What is the expected          In support of BOR and GPC strategic goals, increased
                    financial impact?             numbers of Georgia Perimeter College students who have
   Results:                                       completed financial aid forms and processes will receive better
                                                  customer service and will focus on academic success. In
                                                  addition, increased numbers of GPC students will be retained,
                                                  and will graduate and transfer to four-year colleges and
                                                  universities.
5.Team Members:     Names and Roles of Team       Financial Aid Work Group #1
                    Members                       Bonita King – Associate Director of Financial Aid
                                                  Beverly Carruth – Coordinator of Educational Affairs, Rockdale
                                                  Audrea Barnes – Associate Director of Financial Aid
                                                  Erica Hart – Asst. Director of Scholarships and Annual Giving
                                                  Jamie Marable – Student Affairs Counselor
                                                  Bonnie Martin – Director of Center for Disability Services
                                                  Debi Moon – Asst. V.P. of Academic and Student Affairs
                                                  Deborah Myrick – Administrative Supervisor I
                                                  Jaleen Washington – Admissions Counselor, Decatur
                                                  Loucynda White – Financial Aid Supervisor, Clarkston

                                                  Financial Aid Work Group #2
                                                  Sheletha Champion – Interim Director of Student Financial
                                                  Services
                                                  Susan McKinnon – Director of Educational Technologies
                                                  Keith Cobbs – Dean of Student Services, Newton
                                                  Elizabeth Cranford – Faculty
                                                  Marjorie Dudley – Student Financial Aid Asst. I
                                                  Brenda Durden – Clerk IV, Admissions and Records
                                                  Madara McCorkle –Student Accounts Manager/Dunwoody
                                                  Donald Singer – Joint Enrollment Coordinator/Faculty
                                                  Phyllis Smith – Associate Director of Financial Aid
                                                  Rene Ward – Secretary, Recruitment Office
6. Project Scope:   Which part of the process     Georgia Perimeter College will investigate and develop a
                    will be investigated?         Financial Aid Call Center with sufficient technologies and
                                                  thoroughly trained personnel to address and resolve phone,
                                                  online and e-mail inquiries for GPC students and their families.
7. Benefit to       Who is the final customer,    Georgia Perimeter College students and their families will
                    what benefits will they see   benefit most from improved financial aid phone, online and
   External                                       e-mail customer services. GPC will benefit from larger
   Customers:       and what are their most
                    critical requirements?        numbers of students who receive the financial aid information
                                                  they need, succeed in classes, are retained, and who
                                                  graduate and transfer to four-year colleges and universities.
                                   LEAN SIX SIGMA PROJECT CHARTER
                             Leading the way to continuous improvement at Georgia Perimeter College.

8. Schedule:   Give the key                  Project Start         September 2007
               milestones/dates.

               D- Define                     “D” Completion


               M- Measurement                “M” Completion


               A- Analysis                   “A” Completion


               I- Improvement                “I” Completion


               C- Control                    “C” Completion


                                             Project               July 2008
                                             Completion
                                      LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College Student Financial Services will develop a “Train the Trainer”
 Project Name     program for all members of the Financial Aid and Student Accounts Offices. Members of
                  Student Financial Services will receive very detailed training in the use of BANNER and other
                  College systems so they will become true customer service experts. These “Trainers” will
                  then conduct regular training sessions with all SFS personnel to enhance the technical
                  knowledge of the team as a whole.
 Institution      Georgia Perimeter College       Department                          Financial Aid;
                                                                                      Office of Information
                                                                                      Technology
 Black Belt                                       Telephone/Email                     678-891-3410;
                                                                                      678-891-3460
 Champion(s)      Lisa Fowler and Frank           Master Black Belt
                  Nash
 Start Date       September 2007                  Target                              January 2008
                                                   Completion Date


Element           Description                     Team Charter
1. Process:       The process in which            The majority of students at Georgia Perimeter College receive
                  opportunity exists.             some form of financial aid. These same students and their
                                                  families connect with Financial Aid and Student Accounts
                                                  Offices and often have additional questions that can be
                                                  answered by more systems knowledgeable department
                                                  members. Student Financial Services at GPC will develop
                                                  and implement a “Train the Trainer” program to help all FA
                                                  and SA Office personnel to learn about other applications in
                                                  BANNER and related College systems to better serve
                                                  students who connect with their offices, and who have
                                                  additional questions.
2. Project        Problem Statement.              Beginning in fall 2007 semester, and continuing through future
   Description:   Includes time, measureable      semesters, Georgia Perimeter College Student Financial
                  item, gap, and business         Services will work closely with the Office of Information
                  impact.                         Technology to develop and implement a “Train the Trainer”
                                                  program that will lead to all members of the Financial Aid and
                                                  Student Accounts Offices being thoroughly trained in
                                                  BANNER and related College systems. Better customer
                                                  service through SFS will result in more satisfied, successful
                                                  students being retained who will later graduate and transfer to
                                                  four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the         Measure Units            Baseline               Goal
                  project goals?
                  1. Master Trainers will be      100% – Selection of            0%                100%
                      selected and trained in     Master Trainers and
                      all aspects of BANNER       “Train the Trainer”
                      and related College         program completed.
                      systems.
                  2. Master Trainers will train   100% – Training of             0%                 100%
                      members of Financial        members of Financial
                      Aid and Student             Aid and Student
                      Accounts Offices in all     Accounts Offices
                      aspects of BANNER           completed.
                      and related College
                      systems.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    3. Student Satisfaction       100% – Student                   0%                 100%
                        Surveys will verify       Satisfaction Surveys
                        increased student         completed verifying
                        satisfaction with         improved SFS
                        improved SFS customer     customer services.
                        services.
4. Business         What is the expected          In support of BOR and GPC strategic goals, increased
                    financial impact?             numbers of Georgia Perimeter College students will receive
   Results:                                       better customer service in Financial Aid and Student Accounts
                                                  Offices. Larger numbers of satisfied students will succeed in
                                                  their classes, be retained, and will graduate and transfer to
                                                  four-year colleges and universities.
5.Team Members:     Names and Roles of Team       Financial Aid Work Group #1
                    Members                       Bonita King – Associate Director of Financial Aid
                                                  Beverly Carruth – Coordinator of Education Affairs, Rockdale
                                                  Audrea Barnes – Associate Director of Financial Aid
                                                  Erica Hart – Asst. Director of Scholarships and Annual Giving
                                                  Jamie Marable – Student Affairs Counselor
                                                  Bonnie Martin – Director of Center for Disability Services
                                                  Debi Moon – Asst. V.P., Academic and Student Affairs
                                                  Deborah Myrick – Administrative Supervisor I
                                                  Jaleen Washington – Admission Counselor, Decatur
                                                  Loucynda White – Financial Aid Supervisor, Clarkston

                                                  Financial Aid Work Group #2
                                                  Sheletha Champion – Interim Director of Student Financial
                                                  Services
                                                  Susan McKinnon – Director of Educational Technologies
                                                  Keith Cobbs – Dean of Student Services, Newton
                                                  Elizabeth Cranford – Faculty
                                                  Marjorie Dudley – Student Financial Aid Asst. I
                                                  Brenda Durden – Clerk IV, Admissions and Records
                                                  Madara McCorkle – Student Accounts Manager, Dunwoody
                                                  Donald Singer – Joint Enrollment Coordinator/Faculty
                                                  Phyllis Smith – Associate Director of Financial Aid
                                                  Rene Ward – Secretary, Recruitment Office
6. Project Scope:   Which part of the process     Georgia Perimeter College Student Financial Services will
                    will be investigated?         work closely with the Office of Information Technology and
                                                  other Student Services Offices to thoroughly train Master
                                                  Trainers, and all members of Financial Aid and Student
                                                  Accounts Offices in BANNER, and related College systems.
7. Benefit to       Who is the final customer,    Georgia Perimeter College students and their families will
                    what benefits will they see   benefit most from the ‘Train the Trainer” program and the
   External                                       thorough training in BANNER and related College systems
   Customers:       and what are their most
                    critical requirements?        that all members of the Financial Aid and Student Accounts
                                                  Offices receive. GPC will benefit from more informed and
                                                  satisfied students who will succeed in classes, be retained,
                                                  and who will graduate and transfer to four-year colleges and
                                                  universities.
8. Schedule:        Give the key                  Project Start        September 2007
                    milestones/dates.

                    D- Define                     “D” Completion
                    LEAN SIX SIGMA PROJECT CHARTER
              Leading the way to continuous improvement at Georgia Perimeter College.

M- Measurement                “M” Completion


A- Analysis                   “A” Completion


I- Improvement                “I” Completion


C- Control                    “C” Completion


                              Project               January 2008
                              Completion
                                       LEAN SIX SIGMA PROJECT CHARTER
                                 Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College will develop and implement an improved web based online new
 Project Name     student orientation to better meet the needs of today’s technologically savvy students. The
                  new GPC online orientation will be a multi-media, interactive video and text experience
                  providing important information about attending GPC. The new online orientation will also
                  serve as a valuable resource to currently enrolled students, faculty and staff.
 Institution      Georgia Perimeter College       Department                        Distance Learning;
                                                                                    Office of Advising and
                                                                                    Retention;
                                                                                    Office of Information
                                                                                    Technology
 Black Belt                                       Telephone/Email                   678-891-2805;
                                                                                    770-278-1122;
                                                                                    678-891-3460
 Champion(s)      Lisa Fowler and Frank           Master Black Belt
                  Nash
 Start Date       September 2007                  Target                            October 2008
                                                    Completion Date


Element           Description                      Team Charter
1. Process:       The process in which             Georgia Perimeter College is experiencing increased
                  opportunity exists.              enrollment at every location and in distance learning classes.
                                                   New students are required to attend new student orientation
                                                   before participating in academic advisement and class
                                                   registration. GPC will update online orientation to better meet
                                                   the needs of today’s technologically savvy students, especially
                                                   those enrolled in distance learning classes.
2. Project        Problem Statement.               Enrollment continues to increase at all Georgia Perimeter
   Description:   Includes time, measureable       College locations. Enrollment in distance learning (online)
                  item, gap, and business          classes is greatly increasing. GPC requires that all new
                  impact.                          students participate in orientation.       An improved online
                                                   orientation will be available to meet the needs of busy GPC
                                                   students. With an improved online orientation, more students
                                                   will be better served and will receive the information they need
                                                   to succeed in their classes. More in-person and online
                                                   students will be retained, will graduate and will transfer in
                                                   larger numbers to four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the          Measure Units            Baseline               Goal
                  project goals?
                  1. An improved web based         100% – A greatly               0%                 100%
                      multi-media; interactive     improved online
                      online orientation will be   orientation has been
                      developed and                developed and
                      implemented at Georgia       implemented at GPC.
                      Perimeter College.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    2. The improved, web          100% – All elements              0%                 100%
                       based online orientation   have been incorporated
                       program will include       into the new web based
                       information about          online orientation.
                       Financial Aid, Student
                       Success, Academic
                       Expectations, Student
                       Life, Learning
                       Resources, Learning
                       Styles, Academic
                       Readiness, Schedule
                       Building, Academic
                       Advisement, Transfer
                       Admission Guarantees
                       and Graduation
                    3. Student Satisfaction       100% – Student                  0%               100%
                       Surveys will verify the    Satisfaction Surveys
                       success of the improved    verify the success on
                       web based online           the improved online
                       orientation.               new student orientation
                                                  program.
4. Business         What is the expected          In support of BOR and GPC strategic goals, increased
                    financial impact?             numbers of better oriented (in person and online) and prepared
   Results:                                       Georgia Perimeter College students will make a better start at
                                                  college. Larger numbers of better oriented students will
                                                  succeed in their classes, be retained, and will graduate and
                                                  transfer to four-year colleges and universities.
5.Team Members:     Names and Roles of Team       New Student Orientation Work Group
                    Members                       Jonathan Lochamy – Faculty
                                                  Saul Torres – Director of Advising and Counseling
                                                  Sheryll Cheek – Records Coordinator II, Records & Admission
                                                  Nancy Diaz – Clerk IV, E&R Services, Dunwoody
                                                  Charlotte Hamm – Records Coordinator I, ISAA
                                                  Joel McMahon – Faculty
                                                  Sallie Paschal – Interim Dean of Advising and Retention
                                                  Sonya Smith – Coordinator of Testing, Decatur
                                                  Nicole Weeden – Student Affairs Counselor, Clarkston
6. Project Scope:   Which part of the process     Georgia Perimeter College will investigate and incorporate
                    will be investigated?         best online orientation practices at other colleges and
                                                  universities as it develops and implements an improved web
                                                  based online orientation program.
7. Benefit to       Who is the final customer,    Georgia Perimeter College students and their families will
                    what benefits will they see   benefit most from an improved web based online orientation
   External                                       program. GPC will benefit from better oriented and better
   Customers:       and what are their most
                    critical requirements?        informed students who will succeed in increased numbers,
                                                  and who will be retained, graduate and transfer to four-year
                                                  colleges and universities.
8. Schedule:        Give the key                  Project Start         September 2007
                    milestones/dates.

                    D- Define                     “D” Completion
                    LEAN SIX SIGMA PROJECT CHARTER
              Leading the way to continuous improvement at Georgia Perimeter College.

M- Measurement                “M” Completion


A- Analysis                   “A” Completion


I- Improvement                “I” Completion


C- Control                    “C” Completion


                              Project               October 2008
                              Completion
                                      LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.

                  To ensure consistency of planning and implementation of all new student orientation
 Project Name     programs, Georgia Perimeter College will establish new student orientation teams at each
                  GPC location. Dr. Sallie Paschal, Interim Dean for Advising and Retention, in collaboration
                  with Academic and Student Services Deans, will facilitate the establishment of GPC new
                  student orientation teams.
 Institution      Georgia Perimeter College     Department                         Office for Advising and
                                                                                   Retention
 Black Belt                                     Telephone/Email                    770-278-1122
 Champion(s)       Lisa Fowler and Frank        Master Black Belt
                   Nash
 Start Date        September 2007               Target                             April 2008
                                                  Completion Date


Element           Description                    Team Charter
1. Process:       The process in which           Georgia Perimeter College is experiencing increased
                  opportunity exists.            enrollment at every location. New students are required to
                                                 attend new student orientation before participating in
                                                 academic advisement and class registration. GPC will create
                                                 and implement a consistent, college-wide new student
                                                 orientation program administered at each GPC location by a
                                                 campus-based orientation team.          Information sessions,
                                                 concurrent breakout sessions, parent sessions, academic
                                                 advisement and class registration will be the same for all new
                                                 students as they become members of the GPC community.
2. Project        Problem Statement.             Although efforts were made to offer consistent new student
   Description:   Includes time, measureable     orientations at Georgia Perimeter College, six locations and
                  item, gap, and business        different orientation leadership led to widely varied
                  impact.                        experiences for new students. With the direction of the
                                                 Interim Dean for Advising and Retention, GPC will develop
                                                 and implement a consistent college-wide orientation for all
                                                 new students. These orientations will be directed by a
                                                 campus based orientation team. Improved online and in-
                                                 person orientation experiences will lead to larger numbers of
                                                 better informed and better served new students who will
                                                 succeed in their classes, be retained, and who will graduate
                                                 and transfer to four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the        Measure Units            Baseline                Goal
                  project goals?
                  1. All elements of a           100% – A consistent,            0%                100%
                      consistent, college-wide   college- wide new
                      new student orientation    student orientation has
                      program will be            been developed and is
                      developed for Georgia      implemented.
                      Perimeter College.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    2. Orientation Teams at       100% – Orientation               0%                 100%
                       each GPC location will     Teams have been
                       be established and         established at each
                       these teams will work in   Georgia Perimeter
                       collaboration with the     College location to
                       Interim Dean for           administer new student
                       Advising and Retention     orientation.
                       to fully implement a
                       consistent, college-wide
                       new student orientation
                       program.
                    3. Student Satisfaction       100% – Student                  0%                100%
                       Surveys will verify the    Satisfaction Surveys
                       success of a consistent,   have been completed
                       college-wide new           verifying the success of
                       student orientation        a consistent, college-
                       program.                   wide new student
                                                  orientation program.
4. Business         What is the expected          In support of BOR and GPC strategic goals, increased
                    financial impact?             numbers of better oriented and prepared Georgia Perimeter
   Results:                                       College students will make a better start at college. Larger
                                                  numbers of better oriented students will succeed in their
                                                  classes, be retained, and will graduate and transfer to four-year
                                                  colleges and universities.
5.Team Members:     Names and Roles of Team       New Student Orientation Work Group
                    Members                       Jonathan Lochamy – Faculty
                                                  Saul Torres– Director of Advising and Counseling, Dunwoody
                                                  Sheryll Cheek –Records Coordinator II, Records & Admission
                                                  Nancy Diaz – Clerk IV, E&R Services, Dunwoody
                                                  Charlotte Hamm – Records Coordinator I, ISAA
                                                  Joel McMahon – Faculty
                                                  Sallie Paschal – Interim Dean of Advising and Retention
                                                  Sonya Smith – Coordinator of Testing, Decatur
                                                  Nicole Weeden – Student Affairs Counselor, Clarkston
6. Project Scope:   Which part of the process     Georgia Perimeter College will investigate best new student
                    will be investigated?         orientation practices at other colleges and universities as it
                                                  develops and implements a consistent, college-wide new
                                                  student orientation at each of its locations. Orientation teams
                                                  will be established to implement new student orientation at
                                                  each GPC location.
7. Benefit to       Who is the final customer,    Georgia Perimeter College students and their families will
                    what benefits will they see   benefit most from a fully developed and implemented
   External                                       consistent, college-wide new student orientation program.
   Customers:       and what are their most
                    critical requirements?        GPC will benefit from better oriented and better informed
                                                  students who will succeed in increased numbers, and who will
                                                  be retained, graduate and transfer to four-year colleges and
                                                  universities.
8. Schedule:        Give the key                  Project Start        September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion
                    LEAN SIX SIGMA PROJECT CHARTER
              Leading the way to continuous improvement at Georgia Perimeter College.

A- Analysis                   “A” Completion


I- Improvement                “I” Completion


C- Control                    “C” Completion


                              Project               April 2008
                              Completion
                                       LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College will enhance and fine tune how class registration details are
 Project Name     communicated to students. Improvements will be made to the bulletin board in
                  SIS/BANNER to provide more specific details for each category of GPC students: Joint
                  Enrollment, Special, Transient, Freshman, Transfer, etc. GPC student e-mail will be better
                  utilized to communicate class registration information. GPC e-mail will be available to
                  students as long as they maintain their “active” status. GPC student e-mail will also include a
                  mechanism allowing students to forward GPC e-mail messages to personal e-mail accounts.
 Institution      Georgia Perimeter College       Department                       Office of Information
                                                                                   Technology;
                                                                                   Recruitment and
                                                                                   Admissions;
                                                                                   Records/College
                                                                                   Registrar;
 Black Belt                                       Telephone/Email                  678-891-3460;
                                                                                   678-891-3080;
                                                                                   678-891-3268
 Champion(s)      Lisa Fowler and Frank           Master Black Belt
                  Nash
 Start Date       September 2007                  Target                           May 2009
                                                  Completion Date


Element           Description                    Team Charter
1. Process:       The process in which           Georgia Perimeter College is experiencing increased
                  opportunity exists.            enrollment at every location and in distance learning classes.
                                                 Improved communication with larger numbers of students is
                                                 essential. GPC students are strongly encouraged to access
                                                 their GPC e-mail account for current class registration
                                                 information.    GPC will also improve information in the
                                                 SIS/BANNER bulletin board to provide more personalized
                                                 service to students.
2. Project        Problem Statement.             Personalized class registration information was not readily
   Description:   Includes time, measureable     available to Georgia Perimeter College students in
                  item, gap, and business        SIS/BANNER.         GPC students were not accessing their
                  impact.                        student e-mail accounts and were not forwarding important
                                                 college messages to their personal e-mail accounts.
                                                 Improvements to the SIS/BANNER bulletin board, which is
                                                 tied to better utilization of GPC student e-mail, will result in
                                                 increased numbers of better informed and better served
                                                 students who will succeed in their classes and will be retained,
                                                 graduate and transfer to four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the         Measure Units           Baseline                Goal
                  project goals?
                  1. Improvements will be        25% – Discussions               0%        75% – Work remains
                      made to the                continue on making                        to improve the
                      SIS/BANNER bulletin        these improvements.                       SIS/BANNER bulletin
                      board providing specific                                             board for specific
                      information relevant to                                              student categories.
                      each category of GPC
                      students.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    2. GPC student e-mail will    100% -- GPC student              0%                 100%
                       be available to all        e-mail is available to all
                       students who maintain      students who maintain
                       an “active” status.        an “active" status.
                    3. Students will be able to   100% -- Students are             0%                 100%
                       forward their GPC          able to forward their
                       e-mail messages to         GPC e-mail messages
                       personal email             to personal e-mail
                       accounts.                  accounts.




4. Business         What is the expected          Increased numbers of better informed and connected Georgia
                    financial impact?             Perimeter College students who utilize SIS/BANNER bulletin
   Results:                                       boards and GPC e-mail will succeed in their classes, be
                                                  retained, and will graduate and transfer to four-year colleges
                                                  and universities.
5.Team Members:     Names and Roles of Team       Class Registration Work Group
                    Members                       Tim Brotherton – Dept. Head/Assoc. Prof. – ESL/Foreign Lang
                                                  Demitrix Rostick-Owens – Assoc. Dir. of Records/Registrar
                                                  Chad Bryant – Admissions Recruiter
                                                  Coletta Carter – AVP Student Affairs
                                                  Felicia Chambers – Sr. Admin. Secretary, Academic Services
                                                  Felicia Harbach – Associate Director of Records/Registrar
                                                  Sheletha McGhee – Clerk IV E&R Services, Clarkston
                                                  Godfrey Noe – Chief Institutional Research Officer
                                                  Mary Preston – Student Financial Aid Counselor II
6. Project Scope:   Which part of the process     The Office of Information Technology at Georgia Perimeter
                    will be investigated?         College will investigate ways to improve communication with
                                                  students by improving SIS/BANNER bulletin boards and by
                                                  increasing student access to GPC e-mail.
7. Benefit to       Who is the final customer,    Georgia Perimeter College students will benefit most from
                    what benefits will they see   more informative SIS/BANNER bulletin boards tailored to
   External                                       meet their personal needs, and from easily accessible GPC
   Customers:       and what are their most
                    critical requirements?        student e-mail. GPC will benefit from increased numbers of
                                                  better informed and served students who will succeed, be
                                                  retained, and will graduate and transfer to four-year colleges
                                                  and universities.
8. Schedule:        Give the key                  Project Start        September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion


                    A- Analysis                   “A” Completion


                    I- Improvement                “I” Completion
                   LEAN SIX SIGMA PROJECT CHARTER
             Leading the way to continuous improvement at Georgia Perimeter College.

C- Control                   “C” Completion


                             Project               May 2009
                             Completion
                                      LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College will create more user friendly, consistent, easily understood
 Project Name     campus maps that guide new and current students to the services they need.
 Institution      Georgia Perimeter College       Department                        Marketing/PR;
                                                                                    Office of Customer
                                                                                    Service
 Black Belt                                       Telephone/Email                   678-891-2680;
                                                                                    678-891-3429
 Champion(s)      Lisa Fowler and Frank           Master Black Belt
                  Nash
 Start Date       September 2007                  Target                            May 2008
                                                  Completion Date


Element           Description                    Team Charter
1. Process:       The process in which           To accommodate increasing enrollment, Georgia Perimeter
                  opportunity exists.            College is expanding and renovating its six locations.
                                                 Standardized map templates for every GPC location will be
                                                 developed that easily identify College offices and services for
                                                 new and current students.
2. Project        Problem Statement.             Georgia Perimeter College expansion and renovation have
   Description:   Includes time, measureable     rendered previous College maps obsolete. Accurate and
                  item, gap, and business        consistent maps will be created and posted at all GPC
                  impact.                        locations to better assist new and current GPC students.
                                                 Larger numbers of better informed and served GPC students
                                                 will succeed in their classes, be retained, and will graduate
                                                 and transfer to four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the        Measure Units            Baseline                Goal
                  project goals?
                  1. Georgia Perimeter           100% – GPC has                  0%                 100%
                      College will create and    created and posted new
                      display consistent,        maps at each location,
                      easily understood, user    and on the website.
                      friendly maps guiding
                      new and current
                      students to the services
                      they need at each GPC
                      location.
                  2.

                  3.




4. Business       What is the expected           Consistent and easily understood GPC maps will result in
                  financial impact?              larger numbers of better informed and served GPC students.
   Results:                                      Increased numbers of GPC students will succeed in their
                                                 classes, be retained, and will graduate and transfer to four-year
                                                 colleges and universities.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

5.Team Members:     Names and Roles of Team       Customer Service Work Group #1
                    Members                       Eva Lautemann – Director of Learning Resources, Clarkston
                                                  Fran Mohr – Director of Customer Service
                                                  Ursula Allen –Switchboard Operator
                                                  Richard Beaubien – Associate Director ISAA
                                                  Clementine Huff – Student Accounts Manager, Clarkston
                                                  Alan Jackson – Dean of Academic Services, Newton
                                                  Craig Lipsey – Associate Director Campus Card Services
                                                  Gail Luehrs – Sr. Admin. Secretary, Admissions and Records
                                                  Robby Williams – Faculty

                                                  Customer Service Work Group #2
                                                  Joe Odom – Coordinator Student Alternate Dispute Resolution
                                                  Candy Perry – Assistant Registrar
                                                  Deborah Dove – Degree Program Specialist
                                                  Lynn Eddy – Admissions Specialist
                                                  Naeemah Huggins – Records Coordinator II
                                                  Wesley Hull – Director of Infrastructure
                                                  Pam Joseph – Assistant Director Webmaster
                                                  Lori Payne – Coordinator of Testing, Dunwoody
                                                  Jennifer Taylor – Admission Counselor
                                                  Margaret Venable – AVP Educational Outreach
6. Project Scope:   Which part of the process     The Georgia Perimeter College Offices of Marketing/PR and
                    will be investigated?         Customer Service will collaborate on designing new, user
                                                  friendly, easily understood and consistent maps for each
                                                  location.
7. Benefit to       Who is the final customer,    Georgia Perimeter College students and their families will
                    what benefits will they see   benefit most from consistent, user friendly, more easily
   External                                       understood maps. GPC will benefit from increased numbers
   Customers:       and what are their most
                    critical requirements?        of better informed and served students who will succeed, be
                                                  retained, and will graduate and transfer to four-year colleges
                                                  and universities.
8. Schedule:        Give the key                  Project Start         September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion


                    A- Analysis                   “A” Completion


                    I- Improvement                “I” Completion


                    C- Control                    “C” Completion


                                                  Project               May 2008
                                                  Completion
                                       LEAN SIX SIGMA PROJECT CHARTER
                                Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College will investigate ways to modify the SIS/BANNER class registration
 Project Name     components to provide more concise, seamless and accurate class registration for new and
                  current students. Recommended modifications will allow students to approve their final class
                  schedule, navigate to a payment screen listing tuition, fees and financial aid awards, and to be
                  directed to the online college bookstore with an option to purchase textbooks. Additional
                  investigation and recommended changes will eliminate error messages preventing class
                  registration.
 Institution      Georgia Perimeter College        Department                        Office of Information
                                                                                     Technology;
                                                                                     Recruitment and
                                                                                     Admissions;
                                                                                     Records/College
                                                                                     Registrar;
                                                                                     Student Financial
                                                                                     Services
 Black Belt                                        Telephone/Email                   678-891-3460;
                                                                                     678-891-3080;
                                                                                     678-891-3268
                                                                                     678-891-3400
 Champion(s)      Lisa Fowler and Frank            Master Black Belt
                  Nash
 Start Date       September 2007                   Target                            May 2009
                                                  Completion Date


Element           Description                    Team Charter
1. Process:       The process in which           Georgia Perimeter College is experiencing increased
                  opportunity exists.            enrollment at every location and in distance learning classes.
                                                 New and current students are encountering difficulties with
                                                 error messages in SIS/BANNER that prevent them from easily
                                                 completing their class registration.
2. Project        Problem Statement.             Students at Georgia Perimeter College using SIS/BANNER to
   Description:   Includes time, measureable     complete their class registrations often encounter system
                  item, gap, and business        generated error messages. In addition, students do not link to
                  impact.                        “next steps” at the end of class registration allowing them to
                                                 approve their final class schedule, be directed to pay for their
                                                 classes, and connect to the bookstore to purchase books.
                                                 Student Satisfaction Survey results will verify that improved
                                                 SIS/BANNER class registration services lead to larger
                                                 numbers of more satisfied and successful students who are
                                                 retained, and who graduate and transfer to four-year colleges
                                                 and universities.
3. Objective:     What improvement is
                  targeted and what are the         Measure Units           Baseline                Goal
                  project goals?
                  1. Georgia Perimeter           100% – SIS/BANNER               0%                100%
                      College will improve       improvements have
                      SIS/BANNER to allow        been made allowing
                      students to view and       students to easily
                      approve their class        complete and view their
                      registration.              class registration.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    2. GPC SIS/BANNER will        50% – Tuition and fees           0%        50% – OIT and
                       be modified to allow       are easily viewed.                         Student Financial
                       students to view their     Financial aid awards                       Services will work to
                       tuition, fees, and any     are still to be added to                   complete the revision
                       financial aid awards on    the payment screen.                        of the payment screen
                       one screen.                                                           by May 2009.
                    3. SIS/BANNER will be         100% – GPC students              0%                 100%
                       improved to direct         are now directed to the
                       registered students to     online bookstore with
                       the online bookstore to    an option to purchase
                       purchase textbooks.        textbooks when they
                                                  complete their class
                                                  registration.

4. Business         What is the expected          In support of BOR and GPC strategic goals, increased
                    financial impact?             numbers of better served and more satisfied GPC students
   Results:                                       who easily and accurately register for their classes will be more
                                                  successful in their education, and will be retained, graduate
                                                  and transfer to four-year colleges and universities.
5.Team Members:     Names and Roles of Team       Class Registration Work Group
                    Members                       Tim Brotherton – Dept. Head/Assoc. Prof. - ESL/Foreign Lang
                                                  Demitrix Rostick-Owens – Assoc. Dir. Of Records/Registrar
                                                  Chad Bryant – Admissions Recruiter
                                                  Coletta Carter – AVP Student Affairs
                                                  Felicia Chambers – Sr. Admin. Secretary, Academic Services
                                                  Felicia Harbach – Associate Director of Records/Registrar
                                                  Sheletha McGhee – Clerk IV E&R Services, Clarkston
                                                  Godfrey Noe – Chief Institutional Research Officer
                                                  Mary Preston – Student Financial Aid Counselor II
6. Project Scope:   Which part of the process     The Office of Information Technology, in cooperation with
                    will be investigated?         Student Financial Services, Recruitment and Admissions, and
                                                  the College Registrar will investigate, offer recommendations,
                                                  and then implement modifications to SIS/BANNER for easier
                                                  class registration.
7. Benefit to       Who is the final customer,    Georgia Perimeter College students will benefit most from a
                    what benefits will they see   modified, easily navigated SIS/BANNER class registration
   External                                       process. GPC will benefit from better served and more
   Customers:       and what are their most
                    critical requirements?        satisfied students who will succeed in increased numbers and
                                                  who will be retained, graduate and transfer to four-year
                                                  colleges and universities.
8. Schedule:        Give the key                  Project Start         September 2007
                    milestones/dates.

                    D- Define                     “D” Completion


                    M- Measurement                “M” Completion


                    A- Analysis                   “A” Completion


                    I- Improvement                “I” Completion
                   LEAN SIX SIGMA PROJECT CHARTER
             Leading the way to continuous improvement at Georgia Perimeter College.

C- Control                   “C” Completion


                             Project               May 2009
                             Completion
                                        LEAN SIX SIGMA PROJECT CHARTER
                                 Leading the way to continuous improvement at Georgia Perimeter College.

                  Georgia Perimeter College will implement more expeditious and efficient admissions and
 Project Name     registration services during peak registration periods. Admission representatives at each
                  GPC location will be trained to post, process and evaluate all admission documents and to
                  make acceptance decisions. Faculty, staff and student leaders will be recruited and trained
                  to assist Enrollment Management areas each semester in answering frequently asked
                  questions and guiding students to appropriate service areas. An assessment tool will also
                  be developed to evaluate students’ admission and registration experiences. Feedback will be
                  utilized to improve these processes in future semesters.

 Institution      Georgia Perimeter College         Department                        Recruitment and
                                                                                      Admissions;
                                                                                      Advisement and
                                                                                      Retention
 Black Belt                                         Telephone/Email                   678-981-3080;
                                                                                      770-278-1122
 Champion(s)      Lisa Fowler and Frank             Master Black Belt
                  Nash
 Start Date       September 2007                    Target                            May 2008
                                                    Completion Date


Element           Description                       Team Charter
1. Process:       The process in which               Georgia Perimeter College is experiencing increased
                  opportunity exists.                enrollment at every location and in distance learning classes.
                                                     Increased enrollment means more applications and
                                                     documents need to be processed leading to admission
                                                     decisions. Once admitted, more new students arrive at GPC
                                                     locations for orientation, academic advisement and class
                                                     registration. GPC will train admission representatives to
                                                     expedite admission decisions at each location to better serve
                                                     the student population. Faculty, staff and student leaders will
                                                     be recruited and trained to assist new and current students
                                                     during peak enrollment periods.
2. Project        Problem Statement.                 Georgia Perimeter College continues to experience
   Description:   Includes time, measureable         enrollment growth at all six locations. There was a delay,
                  item, gap, and business            during peak enrollment periods, in processing applications
                  impact.                            and documents, and in making admission decisions. In
                                                     addition, there were not enough trained faculty and staff at
                                                     each GPC location to assist with frequently asked questions
                                                     and in guiding students to appropriate offices and services.
                                                     More timely admission decisions and additional assistance at
                                                     each GPC location will lead to larger numbers of satisfied
                                                     and successful GPC students who will be retained and will
                                                     graduate and transfer to four-year colleges and universities.
3. Objective:     What improvement is
                  targeted and what are the           Measure Units            Baseline               Goal
                  project goals?
                  1. Georgia Perimeter College      100% – GPC has                 0%                 100%
                      will train a minimum of two   trained admission
                      admission representatives     representatives at each
                      at each location to post,     location to process
                      process and evaluate          applications and
                      admission documents and       documents and to make
                      to make admission
                      decisions.
                                                    admission decisions.
                                        LEAN SIX SIGMA PROJECT CHARTER
                                  Leading the way to continuous improvement at Georgia Perimeter College.

                    2. Georgia Perimeter            100% – Faculty, staff          0%                 100%
                        College will recruit and    and student leaders
                        train faculty, staff and    have been trained and
                        student leaders to assist   are assisting students
                        GPC students with           with frequently asked
                        frequently asked            questions and guiding
                        questions and to guide      students to appropriate
                        students to appropriate     services
                        services
                    3. Georgia Perimeter            100% – A GPC                   0%                 100%
                        College will develop an     assessment tool has
                        assessment tool to          been developed and is
                        evaluate student            in place at the College
                        admission and
                        registration experiences.
4. Business         What is the expected            Increased numbers of quickly admitted and better informed
                    financial impact?               students will have a smoother transition to Georgia Perimeter
   Results:                                         College. Better served GPC students will succeed in their
                                                    classes, be retained, and will graduate and transfer to four-year
                                                    colleges and universities.
5.Team Members:     Names and Roles of Team         Class Registration Work Group
                    Members                         Tim Brotherton – Dept. Head/Assoc. Prof., ESL/Foreign Lang
                                                    Demitrix Rostick-Owens – Assoc. Dir. of Records/Registrar
                                                    Chad Bryant – Admissions Recruiter
                                                    Coletta Carter – AVP Student Affairs
                                                    Felica Chambers – Sr. Admin. Secretary, Academic Services
                                                    Felicia Harbach – Associate Director of Records/Registrar
                                                    Sheletha McGhee – Clerk IV E&R Services, Clarkston
                                                    Godfrey Noe – Chief Institutional Research Officer
                                                    Mary Preston – Student Financial Aid Counselor II
6. Project Scope:   Which part of the process       The Offices of Recruitment and Admission, and Advisement
                    will be investigated?           and Retention, will collaborate on training admission
                                                    representatives to make timely admission decisions, as well
                                                    as train faculty, staff and student leaders to assist new and
                                                    current students with questions and directions to services.
                                                    Consistent implementation at each GPC location will result in
                                                    a smoother start to each semester.
7. Benefit to       Who is the final customer,      Georgia Perimeter College students and their families will
                    what benefits will they see     benefit most from more timely admission processing and
   External                                         decisions, and from additional assistance at each GPC
   Customers:       and what are their most
                    critical requirements?          location. GPC will benefit from increased numbers of better
                                                    informed and served students who will succeed, be retained,
                                                    and will graduate and transfer to four-year colleges and
                                                    universities.
8. Schedule:        Give the key                    Project Start         September 2007
                    milestones/dates.

                    D- Define                       “D” Completion


                    M- Measurement                  “M” Completion
                    LEAN SIX SIGMA PROJECT CHARTER
              Leading the way to continuous improvement at Georgia Perimeter College.

A- Analysis                   “A” Completion


I- Improvement                “I” Completion


C- Control                    “C” Completion


                              Project               May 2008
                              Completion

				
DOCUMENT INFO
Description: Lean Project Charter document sample