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News |
Michael D. Chason |
IMMEDIATE OCTOBER 7, 2008
Rapid Process Improvement Project Kicks Off
TIFTON - A brand new project which will be of tremendous benefit to ABAC students in the enrollment and financial aid process is now underway.
President David Bridges announced on Oct. 2 that ABAC has been selected for a Rapid Process Improvement project by the Governor’s Office of Customer Service. The project involves an intense look at the steps students go through to navigate enrollment services, financial aid, and fee payments prior to their first day of class.
“We want to get students processed and in the classroom,” Bridges said. “We want students to be able to get the information they want as seamlessly as possible. Let’s don’t take a band-aid approach to it. Let’s take a more comprehensive approach. This is a new design, not a fix.”
ABAC students can contribute to the project by participating in focus groups in an open forum setting on Oct. 28 in Health Sciences 108. Students are invited to comment on their financial aid experience at any one of three sessions at 11 a.m., 1:15 p.m., and 2:30 p.m.
Bridges said one of the goals of the project is to create a single point of contact for students and parents; particularly in the area regarding student finances.
“Every summer, we
have recurring crisis periods where there is a high level of anxiety,” Bridges
said. “I think the outcome will be a dramatic reduction in errors, complaints,
and calls. We visited
Bridges said Dr. Chrystle Ross will lead the effort. Diane Kilgore, ABAC’s Customer Service liaison, will also be a Project Lead. John Clemens is the Project Sponsor, and Bridges is the Executive Sponsor.
Ted Bibbes from the Governor’s Office of Customer Service addressed the group gathered for the kickoff on the steps involved in the nine-month process.
“Eighty five percent of negative results that customers experience are because of a process breakdown” Bibbes said. “You have to learn to look at the things you do differently.”
Also assisting with the project will be Deborah Scott from the University System of Georgia Customer Service office, and John P. Stevens and Paul Todd from Georgia Tech.
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