10280. Enrollment Priorities and Improvements Committee (EPIC) Update Delete

Reports to President.

Membership:   

Chair/Co-Chairs to be appointed by the President;

Vice president of Marketing & University Relations, vice president of Enrollment Management, associate vice president of Human Resources, director of Admissions, director of Records, director of Strategic Planning, director of Housing, and retention coordinator.

Four members selected by the president (by recommendation of the co-chairs) with at least one required to be a faculty member.

Description and Purpose:

EPIC is tasked with engaging the University in managing customer relationship experiences creating a persistent focus on our students and families in the actions across the University, and driving the University to work together to obtain an optimum customer experience.

AUTHORITY AND RESPONSIBILITY:

Authority to Act:

1. Research and measure the customer service level students and parents are experiencing; establish with departments baseline KPI metrics; and assist in developing processes in areas that need improvement.
2. Improve employee interactions with students and parents by increasing the customer service culture of campus through, but not limited to, education and training programs.
3. Study university processes and interactions related to the customer experience and revise them through improvements where needed.

Remove interdepartmental hurdles (silos) to enhance the customer experience.