Planning for Student Services: Best Practices for the 21st Century (PDF)

edited by Martha Beede and Darlene Burnett

In light of globalization, technology advancements, decreased funding, and changing demographics, colleges and universities today face the challenges of transforming their institutions for the future. Through use of case studies, this book demonstrates how several institutions are transforming their traditional model for student services into a learner-centered model. The institutions, all participants in IBM's annual Innovation in Student Services Forum, provide a pragmatic view of how they have brought their vision to a reality. And with this book, you'll be ready to respond to these trends on your campus.

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©SCUP 1999
ISBN 0-0601608-9-2

 (PDF 4.1 MB)

Table of Contents

Foreword

Acknowledgements

Part 1 Creating a Student-Centered Environment

Part 2    Redesign as the Change Agent

Part 3    Technology as the Change Agent

Part 4    Planning for Success: Key Considerations for Successful Transformation

Index

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About the Authors

Darlene J. Burnett—Independent consultant who helps institutions create student-centered experiences and an environment that enables the delivery of high tech/high touch services. She brings an in-depth knowledge of higher education, having spent the last 13 years working with institutions on a range of issues. During her last 10 years with IBM, she helped colleges and universities address student service challenges and development solutions based on practice models.

Burnett developed administrative applications for Pittsburg State University before joining IBM. At the University of Kansas, she developed academic computing support. She was also a faculty member and department chair of the CIS program at Johnson County Community College.

Burnett received a bachelor's in business administration with majors in computer information systems and accounting from Pittsburg State University and an MBA in organizational behavior from the University of Missouri.

Martha Beede—senior consultant for IBM Global Education—Beede has worked with organizations in the public, private and non-profit sectors for the past 15 years. During the Past 10 years, she has worked primarily with higher education institutions, assisting in improving services and efficiency through organizational, process, and technology changes. She specializes in helping institutions redesign their student service operations to meet the demands of today's environment. She has been involved in a number of studies on best practices in student services and has focused her efforts on working with the best practice leaders to move the student services and has focused her efforts on working with the best practice leaders to move the student services agenda forward. She is also responsible for planning, coordinating, and hosting the annual Innovation in Student Services Forum. She has published articles and delivered numerous presentations on best practices in student services.