Front Counter Case

1. Describe the target unsolved problem that you will analyze. I work at the admission/financial aid/cashier office (all classify under enrollment services) at a community college. One of the most prominent issue that exist within the enrollment office is the lack of communication between the higher ups and the employees. More specifically, our managers don’t really tell the front counter people (the people who have DIRECT contact with students) anything. Unless we go down and ask in person if there was a change in regulation or policy, it doesn’t really float back up to us. We generally found out when we gave students the wrong information and they come back with a vengeance, only then do they tell us that things have changed. 2. Why is this a meaningful and interesting problem in your field? Lack of communication between people can create massive problems. Since the enrollment service center is the first place students go to to get their college life started, it does not end well for all parties involved if there is a conflict in the information …show more content…
What category of problem is it? Briefly justify your categorization of the problem. Diagnosis-solution problem: the problem is that the front counter people doesn’t really have an idea of what’s going on in the background, and can’t efficiently do their job if there’s no guideline (or lack of an updated guideline). The reason this category fits quite nicely is because there is no one person for anyone to point to and say, “he/she didn’t tell us.” There are managers for separate department, and sometimes a situation comes up where it overlaps all of them. If the information/communication between heads of department isn’t clear, how are they expecting their employees to make sense of it? With that, there’s no one person to specifically point to and say, “He/She did it.” The problem have already been identify, all that’s needed is to evaluate the best course of action to resolve the