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"Not only does the product pay for itself, it solves a very pressing need, which is assessing and improving Academic Advising Services." - Dr. Nancie Fimbel, Associate Dean, Academic and Undergraduate Affairs, COB SJSU
"It is easy for students to use and they keep their appointments better than before." - Jo Fox, Advisor, BSAC, COB SJSU
"The biggest benefit that the online scheduling process gives us is the ability for students to set up appointments in the comfort of their homes so that they can more readily determine the best days and times they can come in. It reduces the chance of students having time conflicts and becoming "no shows." Other benefits are the ease in which setting up appointments can be done and the work load it reduces at the reception desk." - Bruce Kravitz, Director of BSAC, COB SJSU
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San Jose State University, San Jose, California
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Business Student Advisement Center (BSAC), College of Business (COB), San Jose State University (SJSU)
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| BACKGROUND |
BSAC services ~2500 business students/year. There are 2 full-time advisors, 2 part-time advisors, receptionist, and director. Appointments are a combination of "drop in" and scheduled 30 minutes 1:1 student/advisor meetings. BSAC provides a variety of services which include student advising, academic planning, pre-admission/returning student advisement, international student advising, reinstatement petitioning, etc.
The type of advisor work is dependent upon the time of the semester. Students advising schedules are updated periodically to accommodate changes in advisor tasks. BSAC needed to find a more effective way to service their students and complete all required tasks with the same number of advisors.
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| CHALLENGES |
- Bruce (BSAC Director) wanted to better manage advisor work tasks/schedules
- Bruce and advisors wanted to get reports on number of students scheduled and number of students/advisor
- Bruce wanted to let students schedule appointments online as well via phone
- Nancie (College of Business Associate Dean) wanted to make it easier for students to get advising services (which helps to address student perception of services provided) and better understand current services provided
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| SOLUTION |
- Automate time consuming tasks such as scheduling appointments and manual tracking of data (such as # of students seen), so that the time is spent advising students
- Implement ServiceBuzz Public SchedulerTM, and Shift ManagerTM
- Enable students to schedule appointments via the Internet using Public SchedulerTM.
- Manage the advisors' work schedule using Shift ManagerTM. Bruce is able to allocate time needed to provide drop in services, 1:1 advising, graduation checks, etc.
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| BENEFITS OF PRODUCT |
- Free up time to analyze data, work on process improvements, and meet with students
- Decrease number of "No Shows", which enables advisors to see more students
- Free up receptionist to better manage lobby and answer student questions
- Provide reports to track student services
- Provide advisors way to document and review notes on advising sessions
- Provide students the flexibility to schedule and re-schedule appointments easily
- Provide Bruce more visibility on what services are provided by his staff
- Provide Bruce visibility on schedule conflicts between advisors personal and work schedules
- Provide automatic updates and communicate changes in advisor schedules
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