Group 2 case study powerpoint[1]

A Case Study: Communication in Tuition Payment Options

By Maria Davis, Briana Delgado, Carlos Estrada and Daniel Dominguez

Agenda

MissionDiversityCommunication ProblemsSWOT AnalysisRecommendationsConclusion

Office of Student Business Services (SBS)

MISSION

Ensure the proper stewardship of the University’s financial resources.

Provide service to diverse customers

StudentsUniversity AdministratorsUT SystemState and Federal constituents

Serve approximately 23,000 students

• Provide:– Student center customer service– Financial assistance– Debt management

Employee Size

Full Time Employees (11)

Student Employees (10-15)

Glitch in the system• Communication issues

– General lack of public knowledge in reference to payment forms accepted in person

– Lack of encouragement to search SBS web page for different installment plans or payment options

– Under-promotion of SBS services

The PlayersManagement (11)

Student Employees (10-15)

• Very productive employees• Deals with every student enrolled

in UTEP• Overall great reputation

Lack of encouragement to use web site

Connect with marketing department to promote SBS web page throughout campus

Students may be discouraged in attending UTEP

Recommendation #1

• Survey student who use SBS services

– Questions may include

• General knowledge regarding SBS

• Detailed evaluation of personal use of services

Recommendation #2

• Public posting of notices: – cash and check are only accepted for in person

payments– Online payments with credit cards only

• interest charge of 1.9%

– Link personal bank account to your tuition account• no interest charge

Recommendation #3• Public posting of SBS web page through out

campus– Flyers in every buildings bulletin boards– Promote on The Prospector– Banners – Promote on campus TVs • UTEP today

Recommendation #4

• Enable students to be fully aware of payment options– Pay now– Easy installment plan– Emergency loan– Third party payments– Guaranteed tuition plan

The lines are long now and patience is short so act on these recommendations…

to reverse this effect and overall transactions will improve.

Thank you from Group 2!

Working together, making changes