6P4 Managing Support Service Processes

The Vice President of Student Affairs and Institutional Research, the Vice President of Finance, the Director of Information Technology, and the Director of Students oversee the staff which have responsibility for effective daily support services. Because STI is a small institute, administrators can work directly with their staff to solve student issues in a timely manner. These administrators frequently meet directly with students to assist them. This direct contact between support staff and students allows administration to evaluate STI’s processes and make key changes quickly.

STI also reviews student data, surveys, and individual interactions with students to determine what service areas can be improved and how to improve them.

Procedures and reports are in place to assure that student data is accurate and that student needs requiring a response are appropriately addressed and documented as needed. Documentation through the STI administrative software notepad system provides a direct link for staff to view this documentation to better meet student needs.

STI’s IT Department utilizes an electronic TASK ticket system to monitor user issues and resolutions. This data is then analyzed for process improvements.