Northeastern State University

Tahlequah,

Auxiliary Services Operational Review

B&D was retained by Northeastern State University in 2014 to conduct an operational assessment of two auxiliary operations. We were asked to identify strategies to develop a sound business plan for the University Center and Housing / Residential Living. Our approach included a strategic visioning session with key campus decision makers. Employees were interviewed to gather their perspectives on auxiliary services, and a review of all financial documents and staffing charts was conducted. Additionally, we addressed customer satisfaction issues through focus group interviews with students, faculty, and staff. Our recommendations were grouped around a half-dozen themes, including reorganizing Auxiliary Services to better align staff with their areas of expertise, increasing patron flow to maximize revenue opportunities, and addressing deferred maintenance issues: