Research, organisational design & training
The new Head of a 3-18 day and boarding school had a hunch that the school could recruit more pupils if it approached things differently. We ‘mystery shopped’ the school and spent two days looking in depth at current practice.
It became clear that the practice was process driven and lacked customer focus. Culture, structure and a disconnect between marketing and admissions were some of the contributory factors.
Our recommendations included revamping the admissions process and restructuring the marketing and admissions function. We went on to develop a suite of integrated job descriptions for each role within the new structure and recruit an experienced professional to lead the newly integrated department.
Six months later, we supported the Head in engendering a more customer-focused culture through stakeholder research and running a staff training day. Within two years the school role had grown by 12%.