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dc.contributor.authorKelly, Janet Heard
dc.description.abstractLeaders in higher education enrollment services constantly seek ways to compete more effectively for students and to grow enrollments. Some researchers conclude that one way to achieve these goals is to focus on the student through centralized, student-centered enrollment services that increase satisfaction rates and, thus, commitment to the institution. Qualitative data derived from this study indicate that college leaders at one large technical college in Georgia accomplished their goal to create a true one-stop center that focused on providing efficient and friendly centralized services to students. While both positive and negative effects were felt during the transition, staff members indicated that they found a new comfort zone and appreciated the focus on morale by executive leaders. Efforts during the three-year transition process led to noticeable results with increased retention and graduation rates, and importantly, likely contributing to a double-digit percentage increase in enrollment. By combining research, data-driven results, and a sincere focus on excellent service to students, Gwinnett Technical College was able to build a highly effective, one-stop enrollment services center. While each institution has unique facets that should be considered, findings from this study may be useful to leaders at other colleges who wish to modify and expand student services to the growing, diverse student body in higher education and do so in ways that increase student satisfaction, as well as organizational efficiency.
dc.subjectHigher education
dc.subjectcustomer service
dc.subjecttechnical college
dc.subjecttwo-year colleges
dc.subjectcommunity colleges
dc.subjectenrollment services
dc.subjectone-stop center
dc.subjectstudent-centered service
dc.subjectorganizational leadership.
dc.titleFocus on the student
dc.title.alternativebuilding a student-centered customer service environment in Georgia's technical college system
dc.description.departmentInstitute of Higher Education
dc.description.majorHigher Education
dc.description.advisorKaren Webber
dc.description.committeeKaren Webber
dc.description.committeeJohn Dayton
dc.description.committeeTimothy Cain

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