To improve educational success, especially of Bachelor students, the academic service processes at the Economics and Law Schools will be analyzed and recommendations for improving efficiency and effectiveness of these process will be formulated.

The project’s main focus lies on an analysis from the customer perspective, i.e. the student, and on customer integration into defined service processes. Parallel to this analysis the process landscape is examined from and administrative point of view. Both results are then set in relation to each other. The tool for modelling the processes will be the “ServiceBluePrint” concept through which a customer-oriented structuring of service processes is possible.

Aiming for extensive quality management, on the basis of this comparison concrete recommendations for process improvements will be developed, designed to increase academic success in terms of shorter graduation times and higher graduation percentages. Additionally, realistic performance metrics and accompanying service promises are to be formulated. Furthermore it is to be evaluated if and to what extent satisfaction promises can be made.

The project flanks the current business to business management and (learn) service engineering research and is conducted together with the Marketing Department of the School of Business and Economics as a goal agreement project.

Project duration:	2 years
Contact:	Martin Gersch; Bernd Schöler; Tilman Rüsike
Project budget:	FU Berlin managing board
Project partner:	Prof. Dr. Michael Kleinaltenkamp (FU Berlin, Marketing Department), contact there: Sandra Hallscheidt, Ioana Minculescu.
Goal/Research question:	Improving academic processes from a “customer” perspective.