One-stop-shop for university student services: a case study

Abstract

One-stop-shops are a controversial topic. Many organizations have successfully implemented a one-stop-shop, and many have been unsuccessful in their attempt. It can be easily assumed that a one-stop-shop helps an organization provide better customer service while reducing organizational costs. The mention of implementing a one-stop-shop in an organization can bring immediate uneasiness to its employees. This case study included discussion related to university-related supply chain topics such as student retention, public university budgets, strategic planning, university shared services, knowledge management, and a one-stop-shop. These supply chain topics were included to try and better understand how a one-stop-shop was related to student retention and university cost savings. This case study also included a focus group that completed a SWOT analysis on a onestop- shop for UW-Stout's Registration and Records, Financial Aid, and Student Business Services department.