The Rewards of Investment in Human Resources

Peter A. Stace, Vice President for Enrollment, Fordham University

q       Make the change process the modeling of future behavior.

q       Changed people keep the system and the unions responsive.  

q       Technology:  Tamed tenders and systems enhance service.

q       Telephone Traffic:  Aggressive Management Required.

q       Financial Systems:  Communication can overcome chaos.

Abstract

Fordham initiated a change process in December 1998 that lead to the creation of a one-stop shop for enrollment services.  It involved an ACD to manage telephone calls, new databases for both admissions and registration and building to house the new operation. The investment in people and their skills made the process successful and sustains enthusiasm for ongoing changes in various dimensions of the organization.  The session will invite active discussion of training, communication, time allocation, consulting and motivation issues as well as management of telephone traffic, financial reporting and technology to sustain service responsiveness over time. 

Peter A. Stace, Vice President for Enrollment, Fordham University.

Peter A. Stace, BA, MA, Ph.D. is Vice President for Enrollment at Fordham University in New York City where he has served since 1995.  He is responsible for the offices of Admissions, Institutional Research and Financial Services and chairs the University Council on Undergraduate Enrollment and the Graduate and Professional Enrollment Planning Council.  Previously he was Vice Provost for Enrollment Management at Northeastern University in Boston where he chaired the Strategic Planning Task Force on Enrollment and the Steering Committee for Reengineering Student Administrative Services. 

Earlier Dr. Stace was Dean of Admission and Enrollment Planning at Ithaca College in New York. At Syracuse University he was Assistant Dean in the College of Arts and Sciences, taught economics in the Maxwell School of Citizenship and Public Affairs, and developed the Lawrinson Hall Living Learning Center.

Dr. Stace specializes in using quantitative techniques to focus institutional resources and achieve significant gains in retention, recruitment, quality profile and net tuition revenue.  He is an experienced leader in institutional strategic planning, reengineering of enrollment services, and building a team approach to managing enrollment.