6P3 Managing and Documenting Key Student and Administrative Support Service
Processes to Meet the Needs of Students and Key Stakeholders and to Encourage Knowledge Sharing, Innovation, and Empowerment
Strategic Plan guides the development of initiatives and programs needed by students and stakeholders (Category
Eight). From the beginning of the strategic planning process, all key stakeholders have been encouraged to share ideas and to participate in their implementation. Each department and unit develops strategic plans in alignment with the institution’s goals and objectives. As units prepare their annual reports on the goals and objectives of strategic planning, they provide important information for improving student and administrative services.
Key processes and goals are communicated through institution-wide meetings, such as the President’s University Address at the opening of each academic year, and in college, department, and unit meetings.
Western manages key student support and administrative processes by the President’s Cabinet, the Governance Advisory Council (GAC), the Provost/Vice President for Academic and Student Affairs, the Deans’ Council, and a network of directors and managers.
Through meetings and other communications, Western improves faculty and staff awareness of internal and external operations, including the budgetary process.
The President’s Cabinet manages the budgeting process. The Cabinet, after reviewing recommendations from representatives from all of the employee groups, including
Human Resources, determines the funds to be used for increases in salaries and benefits and for operating and capital acquisitions. Vice presidents use established procedures to work with and determine each unit’s budget needs and allocations.
Key individuals and groups across the campus manage the student and administrative support service processes associated with technology needs. For example, owners of the respective applications and associated data communicate directly with the Information
Technology Services (ITS) department regarding corrections or enhancements to application systems. Directors, the Deans’ Council, the Technology Management Team, and the Cabinet communicate needed improvements in student and administrative support service processes. The Academic Computing Committee reviews proposals for equipment and software upgrades to general use computer labs across campus. Students, faculty, and staff provide feedback that is typically directed to the user department responsible for specific processes, and the application/data “owner” responds to the needs of the application system customer.
As noted in 6C1-6C2, many student and administrative services are documented on the institution’s web site, which has active links to services that can be accessed and requested online. Many of these sites include frequently asked questions (FAQ’s) and links to obtain information as well as to provide feedback.