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 302/999-5555 
 * CONSULTANTS**: Mickenzee **T**odd, Crystal **E**l, Heather **L**ehmann, & Jeongmin **K**im
 * CONTACT:** 2600 E. Main Street, Newark, Delaware 19711

April 19, 2010

Ms. Janet Hill Office of the Registrar University Visitors Center Newark, DE 19716

Dear Ms. Hill:

We appreciate your latest RFP regarding the problems students are having enrolling in courses, using U.D.’s current online registration system and policy. We have enclosed a proposal of how TELK Inc., can improve your online registration system.

The proposal is a synopsis of the particular services we offer and our experience in this field. To keep you abreast of our progress; our schedule is also included on the proposal.

Sincerely,

Crystal El Consultant

Enclosed

= = = = = **RESEARCH PROPOSAL** =

**Date:** 19 April 2010 
 * Subject:** Enrolling system of University of Delaware
 * Prepared by:** Crystal El, Jeongmin Kim, Heather Lehman, and Mickenzee Todd

 The University of Delaware's current online registration system has become increasingly more difficult for students to manage. Currently, students are finding it difficult to register for the classes they need to take. The research that will be done on this project will include surveying students on campus, having a personal interview with the registration office, and observing other universities' class registration methods. TELK, Inc. plans to create a solution that will simplify and expand the University of Delaware's present class registration system.
 * INTRODUCTION:**

Since the appointment time for each student varies, students whose appointment times are relatively later than others often find that it is difficult to register for the classes they want to take. It does not matter what year a student is in, it almost seems inevitable that they will not come across a problem registering for classes. UDSIS is the online system used to register students into the courses they intend to take. Each class only has a certain number of open seats to fill, and once they are filled UDSIS makes it so that no one else can enter it. If a student then wants to enter the class, he/she must fill out a pink slip to have signed by the professor to allow them entrance. This process is long and drawn out. It does not allow students an easy or quick way to enroll into the classes they need to take in order to graduate.
 * BACKGROUND OF PROBLEM:**

TELK, Inc's., objective is to make it easier for students to use the online registration system through the University of Delaware. The goal of this project is to allow students to sign up for the courses they need to take, in the semester they need to take them. This online registration project is intended to significantly decrease student complaints to the university and the number of pink slips filed to help students enter into a course.
 * OBJECTIVE:**


 * PROCEDURE:**


 * **Research on other institutes in the USA**: We will conduct an investigation of NYU, Penn State, and the University of MD about their enrollment system. We will use this information to assess how the University of Delaware could make improvements.


 * **Interview with registrar's office:** We will inquire about the complaints from University of Delaware students on their previous course registrations. This will also aid in explaining how the University of Delaware decided to use its current registration system.


 * **Research on other institute in Korea**: Additional research on another country will support our research by adding examples from a broader point of view. Within the Korean institute, Sookmyung Women's University and Hankuk University of Foreign Studies, will be researched.

 As for the sample size for the survey, it will follow the fomula,  SS = { Z 2 * (p) * (1-p)} / c 2 > with Confidence level, 95%, Confidence interval, 30, and Population 16,000. Therefore, we will get > our sample size as 11. The samples will be randomly selected. > > Among interviewing methods including personal interview, telephone survey, mail survey, email > survey, internet/intranet survey, we chose internet survey. As a rapidly gaining popularized survey > type, an internet survey has many advantages. 1) It is extremely fast because many people can participate in the survey at the same time and we can retrieve the complete surveys as soon as they finish it. 2) It is extremely cost effective. It does not require paper, stamp, envelope, and phone calls like phone survey or mail survey do. 3) It is can be more realistic. Participants will give more honest answers to questions about sensitive topics because they give answers to a computer, instead of to a person or an paper.
 * **Survey with fellow UD student:** Survey with students at the University of Delaware will be included for the research. Students will be asked about their experience and opinion on this subject as an end user (final user of the product). This process will give us critical information to analyze the problem on a more personal basis with the student body.


 * RECORD OF SERVICE:**

TELK, Inc has provided consulting expertise to governmental, non-profit and for-profit businesses in Delaware and neighboring regions since 1999. Our company consists of local professionals, who are experienced in management, strategy development, and information technology consulting services. Most of TELK, Inc's clients are, or have been, academic institutions where we provide solutions in the areas previously mentioned. We have been successful in developing strategical plans for many local government departments and agencies to help these organizations improve performance. TELK, Inc has several small business engagements, where we created a procedure to help management monitor their operations more efficiently. This past year, we worked with Southern Delaware University to implement a computerized class enrollment system that helped their students and the University's Office of Registration effectively manage each student's required major curriculum.




 * BUDGET:**

TELK, Inc. has advised many non-profit organization, therefore we are aware of the many budget restrictions these operations have to deal with. Academic institutions, in particular, are required to comply with provisions of statutes, contractual agreements, grants, trust agreements and other limitations. Thus, if you decide to accept our services, we will incur all expenses generated from researching and developing the project with the promise of reimbursement, if your organization decides to act under our advisement. Our consulting fees will be based upon the project instead of using a flat fee or daily rate. We will estimate the number of hours we expect our professionals to spend on the project and multiply that by their hourly rate. When setting our fee, we also consider what value our service provides the client. Usually on engagements like this one TELK assigns 4 of it consultants at an hourly rate of $15.00. We have estimated that our consultants will probably spend a total of 160 hours (standard work week multiplied by the number of consultants). We conclude that the budget will be about $3,200 (160 hours multiplied by 15.00 plus other cost of doing business).

  Therefore, a long term project will be of greater value than a short term project. Services that can be used in years to come, i.e. online systems, are an additional $250/consultant. TELK, Inc is capable of both research and development. In turn, it is the development portion that adds the additional charge mentioned above. 
 * SCHEDULE:**

May 10, 2010 Ms. Janet Hill Office of the Registrar University DE 19716 Dear Ms. Hill: Please find enclosed the University of Delaware’s Path to Perfect Performance for Online Registration Report. The UD PPP report includes an assessment of the problems students are having enrolling in courses, using U.D.’s current online registration system and policy and solutions regarding same. The online registration challenges are analyzed as follows: * Interview and input from the University of Delaware’s Registrar’s office * Interviews with students * Comparative analysis of other U.S. universities * Comparative analysis of a foreign university * Input from the Delaware Department of Education [|www.elcrystal@TELKINC.com] Consultant _ =**University of Delaware's Path to Perfect Performance Report** = **Improving online course registration**
 * //2600 Main Street, Newark, Delaware 19711//**
 * //302/999-5555//**
 * Crystal El**
 * Date:** 18 May 2010
 * TELK, Inc. Consultants:** Crystal El, Jeongmin Kim, Heather Lehman, and Mickenzee Todd

__<span style="color: black; display: block; font-family: 'Times New Roman','serif'; font-size: 12pt; text-align: center;">TABLE OF CONTENTS EXECUTIVE SUMMARY……………...…...2 INTRODUCTION…………………….......…3 PROCEDURE AND RESULTS……….....…4 1. Interview with Registrar Office…........…... 4 2. Survey to Current UD students…............... 5 3. Domestic Universities………….….........… 6 4. Foreign Universities………….…........….…7 SOLUTION………………………………....7 WORK CITED……………………………...8 APPENDIX…………………………………9 __ _

<span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;"> The UD PPP Report studies and analyzes the current student course registration system at the University of Delaware in comparison to other universities. Its purpose is to make UD’s enrollment system easier and more efficient for both the student and the school.
 * EXECUTIVE SUMMARY**

We began by trying to understand how UD’s enrollment system presently works. Through an interview with the Assistant Registrar, Ms. Diane Davis, we were able to answer several questions about registration appointments and seat availability. She also explained the typical problems and questions students have during the registration period.

We continued our research by analyzing how other universities in the Northeast Region of the United States register their students. We studied the University of MD, NYU, and Penn State University. This was a key insight for our solution. We learned of what is known as a Waitlist option to many of the universities, which allows students to be entered into a course as soon as a seat becomes available for them. Currently, UD requires students to “pink slip” into a course through getting several signatures of approval.

One of our leading consultants lived in Korea, so we decided to also take a look at how another country’s universities enrolled their students. A current problem when registering is the amount of seats available for a course. At Sook-myeong Women’s Univ., seat limitations are not set at the beginning of enrollment. Based upon the demand for a course, the university decides what will be offered. Similarly, at the Hankuk University of Foreign Studies, a questionnaire is sent out in the beginning to see what courses will be requested for the upcoming semester.

After this research, we surveyed UD students to find their opinion on the current system. The results revealed what the biggest complaints are of registration, how many times students fail to get into a course, and how many students had to pink slip into a course. <span style="color: #000000; font-family: 'Times New Roman',Times,serif; font-size: 12pt;">All of the complaints can be examined by a student's year in school and major.

Our solution to creating an easier and more efficient registration system for UD is to instill a Wait list option on UDSIS and expand UD’s Enrollment Management Team. With a Wait list option, students will get into a course without worrying about “pink slips”, and UD won’t have to worry about all of the paperwork. By expanding UD’s Enrollment Management Team, students’ demands for a course will be reflected to their respective departments (not just for major courses, but for all courses), and UD will be able to open up more courses in the future before several students complain.


 * <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 16pt;">__INTRODUCTION__ **<span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">

Each year the University of Delaware is plagued with <span style="color: #000000; font-family: 'Times New Roman',Times,serif; font-size: 12pt;"> online <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;"> registration problems. This report will provide recommendations for solving those problems students are having enrolling in courses, using U.D.’s current online registration system and policy. An ongoing problem has been that the students are faced with registration problems they can’t resolve prior to registration deadlines.The University of Delaware’s online registration system has become increasingly difficult for students to manage. Students are finding it hard to register for the classes they need to take. <span style="color: #000000; font-family: 'Times New Roman',Times,serif; font-size: 12pt;"> According to a recent survey we have conducted during the second week of the May reveals current situation where every U. D. student, regardless of their major, have experienced failed to enroll average two courses in each semester. <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">The student registration appointment system locks them into a registration time frame for their particular class, which is prioritized by credit hours earned as of the previous semester. At the University’s request, TELK, Inc., has evaluated the online registration system and policy based on the current UDSIS, registration appointment system, and seat claim policy to address the needs of students and the registrar’s office. Our recommended computerized class enrollment system will help students and the University of Delaware’s Registrar’s Office effectively manage each students required major curriculum. We plan to eliminate the current online registration problems at the University of Delaware. If U of D follows the recommendations in the attached report, you will make it easier for students to use the online registration system. In turn, this allows students to sign up for the courses they need to take - in the semester they need to take them, significantly decrease student complaints to the university, and decrease the number of pink slips filed to help students enter into a course. The //University of Delaware PPP Report// provides details on how to operate the most cost efficient and reliable registration system. __PROCEDURE & RESULT__ **
 * <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 16pt;">

<span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">In order to get an accurate account of UD's online registration system, we interviewed the Assistant Registrar at the University's Registrar's Office, Ms. Diane Davis. Through this interview we were able to uncover the key problems and solutions to UDSIS. Students are confused by the online enrollment system's messages when it says they cannot enter a class, and they often complain about the size of classes being too small for them to get a chance at a seat <span style="font-family: 'Times New Roman',Times,serif; font-size: 132%;"> (personal communication, April 28, 2010). UD is continually working to make this process easier and quicker. There are several small steps being made, but one of the biggest ones is UD's Enrollment Management Team.
 * <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 16pt;">1. ****<span style="color: black; font-family: 'Times New Roman','serif'; font-size: 16pt;">Interview with the Registrar's Office **

The University of Delaware has recently created an Enrollment Management Team to keep track of the demand for certain classes. Ms. Davis informed our consultant that this new management team is designed to inform the assistant chairs of departments of the demand for classes within that department. This data is then to be used in the future when it comes to deciding whether or not to expand a class (personal communication, April 28, 2010). If UD increases the use of this new team to manage all classes offered, it can significantly improve the problem of having too few seats available.

Furthermore, it seems like the biggest question students have is when their registration begins (personal communication, April 28, 2010). Students do not know when registration starts, as well as why their appointment is at the time and date that it is. Ms. Davis explained that approximately two weeks before the first registration time is when UDSIS will reveal to students what their date and time is. She also said that the appointments are based upon how many credit hours a student has earned prior to that semester (personal communication, April 28, 2010). This information is on the Registrar's homepage for students to view. However, if UD sent out an email to all of the students when registration dates were posted it would make it easier for the students to know and have fewer questions going to the registrar's office.

2. Survey to current UD students **<span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;"> In order to analyze the problem on a more personal basis with the student body, we conducted a online survey to current UD students. The survey was conduct with the sample size 11 who were randomly selected. We followed the sample size formula, <span style="font-family: 'Times New Roman',Times,serif; font-size: 110%;"><span style="font-family: 맑은 고딕;">SS = { Z 2 * (p) * (1-p)} / c 2 and set confidence level as 95%, confidence interval as 30, and population as 16,000. The survey was ran through 5 May to 9 May. As a result, we could get following foundings. a) Lack of flexibility of the capacity and number of section for courses **<span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;"> According to the survey result, students find most unsatisfied with small capacity and limited number of section for courses. And finding was supported by another quesion which asking participants which improvement they would like to see. Out of 5 questions including 67% said they would like to see more seats available for courses and 89% said more section available for courses. To sum, this result suggests that university need to increase flexibility when it comes to the number of seat and section for courses. Through the survey, we found that students. 67% of participant replied that they have experience to use "Pink Slip" in offline to enroll course after they fail to enrolled the course with online register system. When we consider the characteristic of the "Pink Slip," which requires students extra time and effort while they visit professor in person and then visit the proper department, this practice is ineffective for both student, and school. With the question asking what they expect in the future enrolling system, 56% said they would like to have on-line communication channel at where student can ask question freely and easily. 78% of participants respond that university should educate students about on-line register system to help student understand the system and perform better. __3. Domestic Universities__ **
 * <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 16pt;">_
 * <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">
 * b) The use of "Pink Slip" as an alternative option**
 * c) Lack of interaction between registrar office and student**
 * d) Lack of knowledge about online enrolling system**
 * <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 16pt;">

<span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;"> At the University of Maryland, all new students are required to meet with an advisor before registering for any classes. The university’s returning students are sent emails to inform them about early registration. These emails also include a link so that the student can check his/her registration time and any blocks that will prevent them from choosing classes. Students are allowed to begin enrolling in classes at their predetermined registration time and anytime after ("Registration Guide" 7). Students of the University of Maryland use a web based tool called VENUS which assists them in creating their class schedules ("Registration Guide" 8). To access this feature, students go to the university’s website: my.umd.edu and check their schedule of classes on the “Academics and Testudo” tab. Then under “registration time and block” they select the semester they wish to enroll in. Finally, students select their classes by going to the “take me to Testudo Registration drop/add” section, or by registering in person("Registration Guide" 10). If a student is having trouble getting into a desired course they have two options: 1.) Students can use the Waitlist/hold file feature also under the “Academics and Testudo” tab. <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">The wait list stores names in order of request, on a first come, first served basis and allows fair access to seats as drops are processed ("Registration Guide"11). If a course is closed and a waitlist is available students will be offered the option of being placed on it, and may select up to six sections of the course. They will be given information about Waitlist Check-In when they register. However, students are responsible for checking in daily during the required period otherwise they will be removed from the list ("Registration Guide" 11). The first option that becomes available is automatically assigned to the student, and then they are removed from the waitlist. So, it is important that each section selected by the student fits into their class schedule. 2.) Students can contact the department who is offering the course about their enrollment problem. Another helpful feature that grabbed our attention was the Degree Navigator. This tool is also available to Univ. of MD students. Any current undergraduate student can access Degree Navigator by logging in via Testudo. Degree Navigator: - is an online planning tool designed to help students and advisors evaluate academic progress towards completion of requirements for graduation - produces an academic audit, where students can view the requirements for any major, and then see how the courses they have completed ‘fit’ into those requirements ("Registration Guide"18). - conducts "what if" situations to see if taking certain classes will fit into their degree program. However, the program is intended as an unofficial guide only. - does not imply degree clearance, nor does it take the place of an official academic audit or ongoing formal academic advising. Official audits are conducted by the student’s academic advisor ("Registration Guide"15). The university does reserves the right to cancel a course section because of low enrollment or department staffing consideration. Nonetheless, if a course section is canceled the Registrar’s Office will contact any students enrolled in that class via email. The Registrar’s Office will also assist those students in making alternative arrangements if needed ("Registration Guide"4).
 * <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">a) University of Maryland **

Next, TELK, Inc. looked at New York University. In our investigation, we found that NYU had a Waitlist feature similar to that of the Univ. of MD. However, NYU’s waitlist is not on a first come, first serve basis. Some departments set priorities for certain groups of students on these waitlist. Usually students who receive priority are graduating seniors, department majors or other classification. Thus, if a student is on a waitlist, their name may drop due to the fact that their classification is not within the department’s parameters("Registering on Albert" 1). <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;"> Finally, Pennsylvania State University took a simpler approach to tackling this inevitable situation. PSU's solution for students trying to enroll in full courses is that the student obtain the signature of the course’s instructor.
 * b) New York University**
 * c) Pennsylvania State University**

<span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">One of the main reason of the enrollment problem and students can't enroll courses they would like to take is because university failed to figure out the exact number of students’ demand for courses. Figuring out how many students want to take which course, therefore, can be a key element to solve the enrolling problem. To figure out students’ demand, a lot of universities in foreign countries are developing various ways.
 * <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 16pt;">4. Foreign Universities **

University asks students enroll courses with online system as they planned. There are no limits of capacity for all of the courses at this stage. After all student finish their enrollment in this period, university takes certain period of time and reorganize courses section and seat capacity with the information. They decides whether to cancel course when there are not enough students to continue the course or to create another sections (or expand seat capacity for the course) when there are too much students for the course.
 * a) Sook-myeong Women’s Univ.(Korea)**

To figure out students’ demand, Hankuk University of Foreign Studies also sends out a sheet questionnaire during each semester via e-mail asking students about which courses are they planning to take for the next semester. University reflects the survey result while they organize courses. THE ENTIRE SECTION ON OTHER UNIVERSITIES NEEDS TO BE CAREFULLY DOCUMENTED.
 * b) Hankuk University of Foreign Studies(Koera)**

· <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">Flexibility on the number of seats and section · <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">Install a Waiting list option to UDSIS · <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">Expand UD's Enrollment Management Team · <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">Install an Interactive Communication Tool between UD registrar and student on UDSIS · <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt;">More information sessions to enhance knowledge about the registration system for students (especially freshman and sophomore students) _ <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%;"> Creative Research Systems,. "Survey Research Aids." Creative Research Systems //(2007): n. pag. Web. 8 May 2010. < [] >.// <span style="font-family: 'Times New Roman',Times,serif; font-size: 130%;">Davis, Diane. Personal interview. 28 April 2010. <span style="color: black; font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%;">//“Registration Guide.” University of Maryland //. Fall 2009:4-20. Web. 25 Apr. 2009. <span style="font-family: 'Times New Roman','serif';">New York University University Registrar. "Registering on Albert." New York University. New York University, 2009. Web. 25 April 2009 <http://www.nyu.edu/registrar/registration/albert-registration.html>. Penn State Office of the University Registrar. "Adding Courses." Penn State Office University Registrar. Penn State, 2009. Web. 25 April 2009 <http://www.registrar.psu.edu/registration/adding_courses.cfm>.
 * SOLUTION**
 * WORK CITED**


 * APPENDIX**

Interview with Diane Davis, Assistant Registrar, at the University of Registrar's Office on April 28, 2010:__ **1.) What are the typical questions students have when it comes to course registration? / Appointment time and date questions- why are people assigned to the appointments they are assigned to?** clarify groups- what does the coding mean when UD says only certain groups can take a class seats reserved- why are seats reserved for only certain students easier and quicker create clearer messages- so students understand the prompts that come up when there's a problem something UD has done this year- students who took 3 semesters of a foreign language used to have to go to the FL department to get the ok to take a different language. Now students can decide after 3 semesters of Italian that they want to take Spanish and can do it all online without the approval of the FL department 300-400 level courses are much smaller than lower level courses. So these courses close out quicker and make it harder for Juniors to take these upper level courses. UD created an Enrollment Management Team- this team informs assistant chairs of departments about the demand of certain classes from the previous year. When it comes time this year to enroll in the same course they can decide whether or not to open up more seats. 50 emails since last Monday when it opened for this year, and many more expected. Most questions about dates of registration. Freshman have the most problems and questions As the registration period continues and it opens up to more freshman there should be more questions than in the beginning when its seniors registering. UD does NOT have a waiting list option at this time, we only use the pink slip which will soon be an online form so students don't have to run around getting signitures. UD does not send any notice about registration appointments but the computer does tell them (on the Registrar's home page) that they are posted approximately two weeks prior to the first appointment. Students are assigned their appointments by hours earned prior to that term - for example, for fall registration, the appointments are based on what was earned through winter session (or fall if student didn't take winter). The ADA students (disabled) have registration priority and get appointments before the first block of seniors.
 * 2.) Why did UD change the way we register online in the recent past?**
 * 3.) If you could change anything to make it easier what would you do?**
 * 4.) What is the biggest problem?**
 * 5.) Around how many students contact UD with registration problems?**
 * 6.) Is there a waiting list option for students that want to enroll in a full class, or is the only option to pink slip in?**
 * 7.) How does UD notify students about their registration appointment? Is there a typical time that it is posted onto UDSIS or do students just have to keep checking?**
 * 8.) Are students assigned to their registration dates and times based upon credits earned, or is there another determinate?**

Definitions: Waitlist is an option for individuals who want to enroll in a closed course and meet the criteria established by the department offering it("Registration Guide" 11). Hold file is an option for individuals who want to enroll in a course that is closed and/or do not meet the established criteria ("Registration Guide" 11).

Survey Raw Date I have the date with excel file and PDF file which are hard to attach here. I will put them when I make this Wiki document as a word document.