FACING THE CHALLENGES FOR CONTINUOUS IMPROVEMENT: INNOVATIONS ADOPTED BY THE JBLCF-BACOLOD REGISTRATION DEPARTMENT

Haydee B. Tibo-oc, MBA

Head, Registration Department

INTRODUCTION

The educational institution is a complex organization; thus, it is vital to have competent staff to perform their duties and responsibilities effectively and efficiently. One of the common goals of an organization is to improve its services to the clients. Technology can automate administrative tasks such as admission processes, records-keeping, scheduling, and freeing up staff time for more meaningful work. The Registrar’s Office is the key keeper of students’ records. It is where students can obtain information about their enrollment, registration, grades, transcript of records, and diplomas. Overall, the Registrar’s Office plays a crucial role in supporting students throughout their academic journey by providing essential administrative service and ensuring the integrity and security of their educational records.

THE PRIMARY FUNCTION

The office manages the student enrollment, including admission and registration for new and returning students. It handles course changes, drops, and additions for students who need to adjust their schedules. Additionally, the office records and maintains students’ grades, ensuring accuracy in grade reporting and receiving grade sheets from instructors. The issuance of transcript of records is another critical function, proving a document that lists all courses a student has taken at JBLCF – Bacolod along with their grades. This transcript of records is often required for employment applications, practical apprenticeships, references, and other opportunities. Furthermore, the office issues diplomas, certifying program completion or degrees, and provides enrollment certification for scholarships, insurance, and loan applications. Finally, the Registrar’s Office ensures the confidentiality and security of student records, complying with the Data Privacy Act of 2012, which aims to protect personal data in information and communications systems.

CHALLENGES

Several common problems at the Registrar’s Office can impact students’ experiences and administrative efficiency. Technical issues often arise, highlighting the need for secure methods to verify transcript authenticity without compromising privacy. Inaccurate records are another significant challenge, making it crucial to ensure students’ records are accurate. Scanned documents help preserve the original content and ensure data remains unchanged. Communication challenges are also common, as effective communication between students and staff is essential for smooth operations. Poor communication can lead to misunderstandings and delays in addressing inquiries. Further, limited staffing can impact the office’s ability to handle workloads effectively, resulting in slower processing times and reduced service availability, especially during enrolment periods.

OBJECTIVES

In the dynamic world of administrative services, continuous innovation is crucial for improving efficiency and customer satisfaction. This article has three main goals: (1) To introduce and share the innovations implemented at the Registration Department, (2) To discuss how these innovations have addressed the challenges faced by the department in assisting individuals with their inquiries and concerns, and (3) To offer recommendations to enhance the department’s operations further.

INNOVATIVE PRACTICES

The Digital Partnership with World Education Service (WES) Canada

Last May 2023, the department established a “Digital Partnership with WES Canada,” allowing the school to send electronic copies of credentials. This digital method enhances efficiency and security, ensuring that the confidentiality of documents is strictly maintained. Students find this electronic option more convenient and less expensive, allowing them to receive their results faster than traditional postal or courier services, which can take months.

The Benefits of Online Sending of Grades

The online grade-sending program created by Engr. Neal S. Sobrejuanite offers several benefits. It reduces printing, paper, and postage expenses, saving costs in the long run. It also saves office personnel valuable time, allowing them to focus on other important tasks. Moreover, the program improves efficiency and convenience for students and staff, enhancing service delivery. In step 1, clicking “Copy Filenames” will display all students’ names. Each name already has corresponding grades in a PDF copy.   In step 2, clicking “Append Addresses” will add the students’ email addresses. All email addresses were taken from the MIS office. Finally, in step 3, clicking “Send Grade Slip” completes the process. This approach saves time, money, and effort.

The Main Portal

Step 1 “Copy Filename”

Step 2 “Append Addresses”

Step 3 “Send Grade Slip”

The Online Request of School Records

The online request system for student records streamlines the process and caters to the needs of students and graduates who might be far from the school. This approach meets audit requirements and enhances overall service delivery.

By clicking the link, you can follow these steps to complete your request: For Step 1, fill out the Google form. Step 2 involves daily monitoring of the Google worksheet, where the staff in charge will prepare the requested documents as indicated. For Step 3, follow up through email or Facebook. Finally, the last step involves processing clearance and the release of requested school records in person (F2F).

Customer Feedback Survey

The department set up three (3) boxes for a customer feedback survey intended for our clients to determine their satisfaction with the services rendered by the department. Each program has a different colored box --- BLUE for BSMT, GREEN for BSMarE, PINK for CBE --- clients use a simple button selection method to provide feedback. Clients receive one button to drop in either the “EXCELLENT service” box or the “NOT EXCELLENT service” box. While this method is used, it relies on students’ willingness to offer comments or suggestions to help meet their needs and expectations.

ACQUISITIONS

The DIY Scanner

This innovative solution addresses a specific need of the department by meeting the Commission on Higher Education (CHED) requirements for scanning the Enrollment and Promotional List, which cannot fit in a regular scanner—the scanner created by JBLCF-B Administrator Engr. Neil S. Sobrejuanite is capable of scanning thirty-eight (38) books of Promotional List for seventeen (17) days, equivalent to two thousand two hundred twenty-one (2,221) pages.

Two-Way Microphone

In August 2023, the office purchased a Two-Way Microphone to improve communication between personnel and students or clients. The purchase was made in response to the identified communication challenges and addressing stakeholders’ feedback during the academic year 2022-2023. Clear and efficient processes improve communication between students and personnel, reducing confusion.

BENEFITS

With streamlined processes, students can access services and resources more quickly and easily, leading to reduced financial costs and manageable administrative tasks. Simplified procedures alleviate the stress students may feel. A well-organized system allows students to provide feedback on their experiences more effectively.

ACKNOWLEDGEMENT

The author wishes to acknowledge the support provided by its then-administrator, Engr. Roberto Neal S. Sobrejuanite and Dr. Emeliza T. Estimo, the Unit Research Coordinator, for the encouragement and the opportunity to share our innovative practices. Much appreciation is also extended to Miss Geneveve Aguilar and Mr. Rogie E. Padernal for their technical expertise and assistance.