# data[].attributes.body
Intro and Description of Padlet:

# data[].attributes.body
Laura Morris is currently employed at Wilmington University as the Senior Director of Admissions. She has oversight of Admissions Operations and Admissions Communications. The department is responsible for providing services for incoming and new students. She has been at the university for twelve years and holds a bachelor’s degree in Behavioral Science and a master’s degree in Human Resource Management. She has most recently also taken on the role as a Core Team Lead for implementation of a CRM system for the university and also for the implementation of the Admissions SIS system. Laura is a member of NACAC, AACRAO, MSACROA and also served on the Fresh Start Scholarship Foundation committee from 2010-2013.

# data[].attributes.headline
Next Steps/Future Direction of Research:

# data[].attributes.subject
Next Steps/Future Direction of Research:

# data[].attributes.body
Further research should be conducted to investigate the identified gaps in literature. Based on these results, a study can be conducted at a higher education institution to identify current gaps in student service models within a larger strategic enrollment model.

# data[].attributes.body
Additional research needs to be conducted on the following topics:
1. The efficacy on a one-stop shop enrollment model in higher education institutions.
2. The efficacy or effectiveness of a customer service plan within a strategic enrollment management model in higher education institutions.
3. Students viewing themselves as customer. Does this have an impact on services offered and should this serve as a driver for strategic enrollment models?

# data[].attributes.body
What is the best organizational structure to implement and support a one-stop enrollment model to improve student customer service?

# data[].attributes.body
What measures can be developed to monitor and evaluate the impact of a one-stop shop enrollment management model?

# data[].attributes.body
The lack of a structured customer service plan within student service areas in higher education institutions leads to ineffective service offerings. Implementation of a centralized one-stop shop enrollment management model supports student service offerings and inter-departmental communications among staff.

# data[].attributes.body
Students in higher education institutions expect quality customer service from faculty and staff. Many current structures at universities and colleges have decentralized offices which leads to lack of communication and less than ideal student service offerings. The implementation of a strategic enrollment model including a centralized one-stop shop structure is the foundation to student services and employee morale.

# data[].attributes.body
There are many different student service departments within higher education institutions that fall under different organizational structures. Strategic enrollment management focusing on serving students is a way to improve inter-department communications and improve services offered to students.

# data[].attributes.body
Restructuring student support services within higher education

# data[].attributes.body
Enrollment management: Strategies and tactics to shape the student body and enrollment of the university.

New student:
An applicant that has intentions to enroll in coursework at Wilmington University.

One-Stop Shop:
A one-stop shop enrollment service model brings several service areas under one umbrella. These departments include Admissions, Registrar, Bursar, Financial Aid and Academic Advising.

Conversion rate:
the number of applicants that enroll and become students.

Attrition:
The number of individuals who leave a program of study before completion.

# data[].attributes.body
How can student services at a private higher education institution be restructured to support customer service?

# data[].attributes.body
Providing appropriate customer service to incoming and current students in higher education institutions is necessary. However, the current structures of many institutions provide decentralized offices which can cause gaps in services to students. Higher education institutions are beginning to implement enrollment management models or departments within schools which can allow structured, strategic planning within the organization. Some of these enrollment management models include reorganization to create centralized student services offices in the attempt to improve service and offerings to students. This collaboration and restructuring allows for improved internal communications in an effort to provide a seamless experience for the student. The focus of this literature review will be to discuss student services for incoming and current students, factors for student success and analyzing the student as a customer and what their needs are.