Models, Structures and Strategies in Student Affairs and Services THEME Sachin Suknunan
Apr 01, 2015
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.