Research Question for this cycle: Can a generalist
who has been trained to perform tasks traditionally carried out
in specific functional areas (home offices) provide effective service
to meet the students' admininstrative needs?
In this cycle, I will
need to work with different departments to determine the following:
- What are the services
that functional areas are willing to allow a generalist outside
of their respective areas to perform?
- What implications
does this new operating structure have on record keeping and accountability?
- How will the traditional
view of "territory" affect the willingness to let go?
- What are the reasons
for the various functions to reside where they do traditionally?
Can the new structure still honor and uphold the validity of those
reasons while still allowing for the integration of the delivery
of those services?
cross-functional training to generalist
Resistance to providing training due to limited staff time
and resources. If training can be provided, the result could be
effectively meeting the administrative needs of the students.
Engage directors of functional areas in identifying
and confirming the list of possible trainers who would train the
generalists on the tasks previously determined. (Reflection: Training
must be done in the context of meeting student need rather than
merely memorizing a set of steps to be performed.)
Step: Choose current staff who are familiar with
SIS and who have had a proven history of effective student service.
(Reflection: This will require the Student Services Council towork
together to determine the behavior and service styles that have
proven to be effective in delivering student services.)
A critical part of this
cycle of training is the information access needed to effectively
perform administrative tasks. The question here is: Does allowing
the generalist full access to student information on our Student
Information System assist in the staff's ability to provide effective
service to meet the student's administrative needs while maintaining
integrity to university records?
Allow generalist full access to student information system
Reistance to letting others have access to information that is normally
restricted to specific functional areas only. However, complete
information can allow staff to provide more complete answers to
students' questions as well as effective service without requiring
the students to engage in a complex process of information gathering
prior to being served.
Engage directors from each functional area to provide list of
screens on SIS staff members would need to have access in order
to provide the services listed in the task list confirmed by the
Student Services Council.