Higher education has been the target of criticism concerning high tuition, wanton spending and committee culture run-amok. Although most institutions are highly responsible in their policies, practices and stewardship, tradition and conservatism lead to missed opportunities for efficiency and effectiveness. Some specific underlying problems include senior leaders with inadequate spans of control, inefficient back-and-forth between local and central, inconsistent interpretation of policy, divergent data definitions and the inability to handily adapt to change.

From A&M’s perspective, there are three levers to achieve excellence in administrative operations:

1. Shift administrative operations to a constituent-centric, service-based model.
2. Establish professionalized, contact center-based, service operations with the right people, processes and technologies to handle faculty and staff inquiries spanning in scope operations.
3. Develop self-service and full-service technology capabilities to support the contact center: portal, contact, case and knowledge management.

Connect with Managing Directors Erin Covington and John Jibilian and learn how A&M Education experts can help higher institutions adapt a constituent-centric operating model and achieve operational excellence. 

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