Models, Structures and Strategies in Student Affairs and Services THEME Sachin Suknunan.

Models, Structures and Strategies in Student Affairs and Services

THEME

Sachin Suknunan

Research based evidence and interventions in Student Affairs and Services- towards enhancing service

delivery based on empirical evidence from students

To highlight the prospect of ‘Research’ as an effective informer of Strategy in Student Affairs and Services

If we knew what it was we were doing, it would not be called research, would it?

Albert Einstein

QUOTE

Challenges/problems exist in all sectors

Universities are no exception

Within these large entities (universities) are critical Divisions–

‘‘Student Affairs/Services”Student Affairs/Services”

Challenges/Problems experienced by students in relation to quality, effectiveness

and efficiency of Service Delivery by Student Affairs and Services are often based

on hearsay and unsubstantial reasoning.

Challenges/Problems can be heard and documented but not addressed

Not addressed in the right way

Not conclusive enough

RESEARCH APPROACH

We Need to consider the We Need to consider the possibility of Research-based possibility of Research-based interventions --> Strategiesinterventions --> Strategies

What do we understand by Research?

Knowledge then Informs Strategy

Stimulate the minds of the key players in Student Affairs and Services to consider the possibilities of integrating research into their strategies and models

Inform both pro-active and reactive strategies

Make interventions to counter and address various challenges based on evidential findings.

Focus on addressing problems that are being experienced by students in relation to service delivery and quality---based on Research

To understand what challenges are being experienced by

students in relation to Student Affairs and Services

To promote strategies and interventions based on this

statistical evidence

To become Proactive as opposed to just Reactive

Solve Problems

Just as how one applies research techniques to academic studies, the same can be applied to Student Affairs and Services.

Define the problem

Generate objectives

Gauge the views of the students regarding:

The type/s of problem/s they are experiencingThe root/cause of the problemNegative impacts caused by the problemThe recommendation to solve the problem- from

students perspective

Online questionnaires ▪ Pay-per service (Questionpro)

▪ Free (Google Docs) and confidential

▪ Flexible and scalable in design

▪ Easy to use

▪ Easy to deploy

▪ Pivotal in obtaining necessary information from students regarding problems and challenges experienced in service delivery

Client Evaluation Systems Client Evaluation Systems

Electronic System of capturing detailed Client Feedback

Obtain a detailed idea of how your services are being received/rated

See your service from the eyes of the client

• Correlation analysis - assess relationships between variables (responses)

• Regression analysis - delve deeper into correlation of the variables namely looking at the influence of independent variables on dependent variables

• Predictive analytics – testing possible outcomes based on applying the variables to variables

• Factor analysis- identify the underlying patterns of correlation and establish items/factors that are closely related.

• Services of a Statistician/Qualified staff/ PHD or Masters student assistants

Challenges experienced in one area could affect another area

E.G

Financial challenges VS Residence challenges

Student Health challenges VS Financial Aid challenges

Food security challenges VS Student Health challenges

Transportation challenges VS Residence challenges

Predictive analytics – testing possible outcomes

- Applying ‘test’ interventions and predicting outcome– “Does it solve the “Does it solve the

problem or not”problem or not”

- Predict future challenges/problems based on current on responses

Relevant to all departments:

- Residence

- Support

- Health

- Funding

Inform a pro-active strategy

Responses show that there are 5000 students that have transport problems that prevents them from getting to University

Intervention: Develop a Transport Model based on feedback and predict the outcome.

Variables:Variables:

What will be the mode of Transportation, Route

What ratio will students pay and institutions’ subsidise e.g 50:50 , 60:40 etc

Will students want to pay for the transport up front or Will students prefer the subsidy for the cost of Transport be subsidised into their Student fees.

Test all variables using predictive analytics through further research and evaluate the outcomes.

Solution: Solution:

A bus, running to Central CBD at Approximately, 7.00AM and 5.00PM, making 5 stops.

Cost of Running bus= 60:40 ratio of payment, factored into Student fees.

60% of 5000 Students can now attend Campus

Identify key factors affecting Students in relation to Student Affairs (per

department)

Examples.

Not enough transport

Poor security at Residences

Poor service at Health Services

Service Quality problems etc etc

Why?

Concrete findings from responses

Responses will provide statistics

Statistics will provide new knowledge

Knowledge can inform more effective strategies and interventions

Effective interventions and Strategies can promote improvement, quality and

development

Other discoveries through Research

Some interventions can be made by the Department/ Division…whilst some can’t….

Inform the Executive Management of Challenges Experienced and help needed by providing Research based Evidence……

Universities in developed Countries▪ University of Utah▪ University of San – Diego▪ University of Nebraska▪ University of North Carolina

Variety of benefits

More informed interventions and strategies in Student Affairs

Pro-active

Ability to identify critical areas of improvement

Enhanced quality of Service

More informed decision-making

Improved and effective responsiveness to challenges

Happy / Satisfied Students

Continuous improvement

Relevant Ethical Clearance to be obtained from respective Institution

Confidentiality

Universities in South Africa should be moving more towards a research based type of strategy as a means of continuous improvement and total quality management from a Student Affairs and Services perspective.