Management of students admission process at the University North West : a case study
In this study, the management of student admission and registration process at the University of North-West (UNW) was evaluated. The purpose of the study was to determine empirically the challenges facing admission management and the perceptions of students and staff on the admission process. A thorough literature study of management processes was done and a survey method was used to gather data. The subjects of the study were 57 students and 15 admission staff members (manager academic services, admissions officer, administration officers, senior administration officers, faculty secretaries, examination officer, accounts and finance personnel). The empirical investigation conducted has shown that students, the very customers of collegiate education, regard staff attitude as one of the important attributes that reflects on good management and that in their view admission staff at UNW is lacking in terms of their on-the job attitude. The findings also revealed that admission staff, on the other hand, finds their attitude to be normal and acceptable. It is for this reason that management faces a challenge of having to come up with a solution that will best address the matter to restore good student-staff relations on campus. As a possible solution to this problem, a staff induction course on customer relations management (CRM) was recommended for all staff involved with student affairs and admissions~ This would help clear misunderstandings between students and staff, thus creating an environment of mutual respect and trust. It would, further, go a long way in attracting more students to this university once the basics are in place. Furthermore, the study revealed a number of issues including online services, student orientation and planning, that need to be addressed to improve the quality of the admission process at UNW. ln this regard, the study recommends management to consider utilizing online services to offset long queues and fatigue, to fully engage the counselling centre, faculty officers, deans and departmental heads in the career guidance programme and to foster cooperation and coordination across all operational divisions.