Identify the needs for the Scholarships department in Higher Education

The needs assessment I am identifying within my own organization is the communication we have with other departments. As we continue to use Webex as a means to effectively communication with one another, this is proven to be a less effective way to reach out for questions students have.

Collecting for internal information

The departments who use WebEx are scholarships, financial aid, contact center, advisement, cashiers, enrollment and registrars. The departments who ask questions are often left on read once a question is asked, thus leaving to have a case created in salesforce.

Data collection

How satisfied are the students receiving information about the questions they ask regarding their education and expenses?

Cross functionality Improvements

Collaboration Lead by example, directors are meeting from each department on the most asked questions students have. ("Cross departmental," 2021) Contact center director writes down the most commonly asked questions from students. Efficiency Defines productivity, how can each department use improvement with communication (2021). Being more productive, have more people available to speak with students from each department ready to answer more questions (2021). Speaking with their team about the importance for Communicationand meeting the needs of the students to improve our performance of their expectations when they are receiving awards.

Communication each leader from the department needs to speak with their team about how they each can improve with clarity. What are their expectations for being in their roles, such as responsibilities and month to month progress ("Cross departmental," 2021).

Improvements and benefits

Encourage more feedback from every department, look at every job function and how every person can contribute to value. Responsiveness is important. Each question needs to be answered in 5 minutes or less. If one person doesn't know then another who is knowledgeable will step in.

What can you conclude from the above?