1. Utilizing Assessment
AiP Accounting Department

2. AiP Mission Statement:
 To provide an education in design, media
arts, and culinary that prepares students for
individual and professional success.
How does the Accounting Department help to
fulfill the mission of AiP???

3. The Strategic Planning Process:
 During this process, the Accounting
Department creates an Institutional
Effectiveness Plan to ensure we are
supporting the mission of the college, as well
as the goal of Operational Effectiveness.

4. Review of the FY’12
Institutional Effectiveness Plan:
 Two Initiatives where assessment was utilized
to make improvements:
 #1 – Monitor/Refine internal collection process
 #6 – Provide effective customer service

5. Review of the FY’12
Institutional Effectiveness Plan:
 #1 – Monitor and refine internal collection
processes to reduce collection outsourcing.
Reviewing process determined that we were not
doing enough to communicate with students
regarding past due account balances.
Additionally, bad debt has been steadily increasing
year over year.

6. Review of the FY’12
Institutional Effectiveness Plan:
 Ways to improve communication with
students regarding past due accounts?
 Implemented four step communication
approach:
 Automated Phone Call
 Personalized Letter
 Account Hold
 Personal Follow-Up Phone Call

7. Review of the FY’12
Institutional Effectiveness Plan:
 By implementing an effective communication
approach we hoped to:
 Reduce the number of past due accounts each month.
 Increase internal collections
 Decrease overall bad debt
While results were not as favorable as we had hoped,
the process of communication and collection on past
due account has improved slightly.

8. Review of the FY’12
Institutional Effectiveness Plan:
 #6 – Provide effective customer service to the
college community.
Are we providing the best customer service
possible?

9. Review of the FY’12
Institutional Effectiveness Plan:
 Utilized the Noel Levitz Survey
 Winter 2011 results indicate all Gap Scores greater
than 1.0, higher than what we prefer.
#11 – 1.93 Gap Score
#20 – 1.13 Gap Score
#57 – 1.72 Gap Score
We need to improve customer service!

10. Review of the FY’12
Institutional Effectiveness Plan:
 Ways to improve customer service?
 Implemented several management initiatives:
 Regular staff meetings, where a portion of time is
allotted to discuss customer service. Review difficult
situations from prior week
 One on one coaching during or immediately after
customer service experience
 What was done right?
 What was done wrong?
 How could a situation have been handled differently?
 Professional Customer Service Training in the near
future

11. Review of the FY’12
Institutional Effectiveness Plan:
 Winter 2012 Noel Levitz Results indicate a
small improvement in customer service.
#11 – 1.98 Gap Score
#20 – 1.10 Gap Score*
#57 – 1.68 Gap Score*
*Gap score reduced from prior year

12. Going forward to FY’13:
 Continued focus on these two assessment
areas to improve results
 Continued use of assessment and related data
to improve outcomes in FY’13
 Other areas for potential improvement?
 Other ways to incorporate assessment and utilize
related data to improve our ability to fulfill AiP’s
mission