Service Excellence

Students experience the “run around”, confusion and misinformation when interacting with a number of processes and systems.  This team is working with Dr. Greg Magnan, Professor in Marketing, to identify and eliminate dysfunctional processes (“barrier busting”), policies, procedures and practices through student journey mapping, and create a “service excellence ethos” throughout the university.  


  • Created an “experience map” of the first-year new student experience from the point of confirmation to the 10th day of classes, with the biggest “pain points” identified for fixes
  • Developing a “service excellence ethos” to be implemented throughout campus

Led By:  Katie O’Brien, Senior Associate Director, Undergraduate Admissions