Best practices in services offered by the registrar's office in selected HEIs : basis for continual improvement / Aileen K. Balba. 6

Thesis (M.A.) -- Pamantasan ng Lungsod ng Maynila, 2012.;A thesis presented to the faculty of the Graduate School of Arts, Sciences and Education, in partial fulfillment of the requirements for the degree Master of Arts in Education major in Educational Administration.;Includes bibliographical references. 56

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The mixed-mode research design was employed by the researcher. Quantitative method was used in getting the weighted mean of the ratings given by the students through the Customer Satisfaction Measurement (CSM) to evaluate the students' level of satisfaction towards the services given by the Registrar's Office of Lyceum of the Philippines-Laguna during AY 2009-2010 to AY 2011-12. Qualitative method was used as the study also utilized in-depth interviews, observations and document analysis. Interview with guide questions was used by the researcher to study and compare the processes involved in the delivery of service by the selected ISO 9001:2008 certified Higher Education Institutions (HEIs). The methodology done was a face-to-face interview. The findings of the study are the following: The policies and processes being done by the selected HEIs in the admission/enrollment, student's adding/changing/dropping of subjects and processing and releasing of credentials vary as to number of steps involved, the processing time, and the system/technology being used to perform the processes. There were best practices identified as the different policies and processes were compared based on criteria cited by Stevenson (2005) such as improved quality, cost reduction and time reduction. The process being implemented by Registrar's Office of the selected HEIs were compared and several best practices were identified that served as guide of reference in formulating the action plan for continual improvement of the Registrar's Services in LPL.

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