13. An actual or potential user of your organization’s educational
programs and services
Customers include the direct users of your programs and
services (students and possibly parents), as well as others who
pay for your programs and services
EdPEx address customers broadly, referencing your current and
future students and other customers, as well as your
competitors’ students and other customers
14. Activities that engage students in learning or contribute to
scientific or scholarly investigation, including credit and
noncredit courses, degree programs, research, outreach,
community service, cooperative projects, and overseas studies
Educational program design requires the identification of critical
points (the earliest points possible) in the teaching and learning
process for measurement, observation, or intervention
15.
16. Educational services are the services considered most important
to student matriculation and success
These might relate to student counseling, advising, and tutoring;
libraries and information technology; and student recruitment,
enrollment, registration, placement, financial aid, and housing
They might also include food services, security, health services,
transportation, and bookstores
20. 3.1 Voice of the Customer
-Describe how you listen to your students and other customers and
gain information on their satisfaction, dissatisfaction, and
engagement
23. 3.2 Customer Engagement
-Describe how you determine educational program and service
offerings and communication mechanisms to support your
students and other customers
-Describe how you build relationships with students and other
customers
26. 6.1 Work Processes
-Describe how you design, manage, and improve your key work
processes to deliver educational programs and services that
achieve value for students and other customers and that achieve
organizational success and sustainability
-Summarize your organization’s key work processes
29. 6.2 Operation Effectiveness
-Describe how you control costs, manage your supply chain, offer a
safe workplace, prepare for potential emergencies, and innovate
for the future to ensure effective operations and deliver value to
students and other customers
