If you are a football fan, you’ve heard a lot about lines, calls, and spreads by this time of year. However, even if you are not a football fan, lines, calls, and spreads can represent a practical, no nonsense way to focus on campus commerce fundamentals. Let’s take a quick look at each:
- Lines. Wherever there are students standing in line, the question to ask is “Why? Do we really need to see this person and do they really need to see us?” There are valid reasons why a student might need to do business in person. However, these would be the exception, and lines generally point to opportunities for technology to streamline business operations.
- Calls. Like lines, telephone calls to the Business Office typically mean your constituents are either confused or lacking timely information. Once again, the question is “Why are students/parents calling?” Most campus administrators I talk with view such calls as costly and inefficient. Analyzing the type and quantity of incoming telephone calls will show you which calls should be automated versus which need personal service.
- Spreads. “Spreads” is shorthand for spreadsheets. Wherever you find spreadsheets, you will find potential problems, including data integrity, security issues, and dependence on the knowledge of a few people. Large spreadsheets are often a target of both internal and external auditors looking for undisclosed campus risk. Find a spreadsheet and you likely have found a business process that needs to be reengineered.
As you plan your 2012 projects, remember lines, calls, and spreads. They are your keys to exposing business practices that are not best practices. They also can help identify potential compliance issues and areas of campus risk. To paraphrase Lou Holtz, concentrating on the fundamentals will help you focus on What’s Important Now (WIN).