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• W816394062 abstract "Change is a reality at any organization. Transformation can take any of the following forms: structural, functional, business process redesign, staffing and resource allocation, system and workflow reengineering, and development of information systems. The impetus for such transformations, be it trivial or vital, usually is external rather than internal and typically is regarded as a necessary evil. Yet the organization that refuses to embrace change risks becoming outdated and obsolete.Change is always accompanied by challenges, including resistance, lack of conviction, low participation, high expectations, fear of loss and control of territory, inability to visualize the final outcome, skepticism, resource constraints, and uncertainty, to name just a few. Across any organization, regardless of its size, transformation is almost inevitably resisted.Nanyang Technological University's student administrative services were in need of transformation. Not only did the structures and functions within departments need to be altered, but the department-centric approach and mindset needed to be made service-ctnttic. Rapid but comprehensive consolidation was necessary, as were new perspectives on service delivery and expanding horizons by leveraging technology. Transformation would result in greater opportunities for staff and would have a major impact on the university. Staff, student, and parent responses to the transformations have been overwhelmingly positive.CONTEXT FOR CHANGEAt most universities, units that serve students tend to be classic models of Weberian bureaucracy (Kvavik and Handberg 2000). Weber argued that bureaucracy is the most efficient and rational way in which to organize human activity and that systematic processes and organized hierarchies are necessary to maintain order and maximize efficiency. In modernity, however, bureaucracy has taken on negative connotations (Raadschelders 1998, p.142). A list of the many limitations of bureaucracies would include but certainly not be limited to their complexity, inefficiency, and inflexibility.When units operate in silos, staff and student interaction eventually is compromised. The delivery of student services becomes both inefficient and costly with an overemphasis on non-value added and outmoded manners of work involving unwanted resources. Units function as independent entities with different values, perspectives, and information, resulting in negative consequences for students. Instead, institutional units should act and function holistically as part of a united organization. Increasing opportunities for students to advocate for themselves, decentralizing information, and providing a focal access point for students are the key factors for enhancing productivity and efficiency.The Student Services Centre (ssc) at Nanyang Technological University housed the Office of Academic Services (the Registrars Office), the Office of Admissions and Financial Aid, the Graduate Studies Office, the Office of Finance, the Career and Attachment Office, the Housing and Auxiliary Services Office, and the Student Affairs Office. Located on different levels of a six-story building, each office had its own front desk providing walk-in services to students; these operated independently of one another, with no mutual support. Another two offices- the Office of Global Education and Mobility and the IT service desk-were frequently visited by students but were located in other buildings remote from the ssc. Furthermore, the ssc was located away from the main academic complex and thus was inconvenient for students to access. Students had to spend significant time and effort travelling to and from departments on different levels and to various locations on campus to resolve their issues.The NTU 2015 Master Plan identified the establishment of a One Stop Centre as a specific initiative. The centre would deliver high-quality, innovative and integrated student services in order to enhance all students' educational experience and foster their forming of a lifelong relationship with the university. …" @default.
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• W816394062 date "2014-10-01" @default.
• W816394062 modified "2023-09-23" @default.
• W816394062 title "Transforming Student Administrative Services: Setting Up the One Stop Centre for Students at Nanyang Technological University" @default.
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