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THE STATE UNIVERSITY EXPERIENCE Wow! That State University video was really cool. It has lots of majors; it's close to home so I can keep my job; and Mom and Dad loved it when they visited. I wish I could know what it's really like to be a student at State. Hmmm, I think I'll ask Mom and Dad to take a campus tour with me... I'm sure that we took our tour on the hottest day of the summer. The campus is hugeit took us about two hours to complete the tour and we didn't even see everything! I wasn't sure that the tour guide knew what he was doing. We went into a gigantic lecture hall and the lights weren't even on. Our tour guide couldn't find them so we had to hold the doors open so the sunlight could come in. About three-fourths of the way through the tour, our guide said, "State University isn't really a bad place to go to school; you just have to learn the sys- tem." I wonder what he meant by that? This application is really confusing. How do I let the admissions office know that I am interested in physics, mechanical engineering, and industrial design? Even my parents can't figure it out. I guess I'll call the admis- sions office for some help... I'm so excited! Mom just handed me a letter from State! Maybe they've already accepted me. What? What's this? They say I need to send my transcript. I did that when I mailed in my application two weeks ago. What's going on? I hope it won't affect my application. I'd better check with Admissions ... You can't find my file? I thought you were only missing my transcript. I asked my counselor if she had sent it in yet. She told me that she sent it last week. Oh, you'll call me back when you locate my file? O.K.... Finally, I've been accepted! Wait a minute. I didn't apply to University College; that's a two-year program. I wanted physics, M.E., or industrial design. Well, because my only choice is U. College and I really want to go to State, I guess I'll send in the confirmation form. It really looks a lot like the application. In fact, I know I gave them a lot of the same information. I wonder why they need it again? Seems like a waste of time... Orientation was a lot of fun. I'm glad they straight- ened out my acceptance at U. College. I think I will en- joy State after all. I met lots of other students. I saw my advisor and I signed up for classes. All I have left to do is pay my tuition bill. Whoops. None of my financial aid is on this bill. I know I filled out all of the forms because I got an award letter from State. There is no way my par- ents and I can pay for this without financial aid. It says at the bottom, I'll lose all of my classes if I don't pay the bill on time... I'm not confirmed on the computer? I sent in my form and the fee a long time ago. What am I going to do? I don't want to lose all of my classes. I have to go to the admissions office or my college office and get a let- ter that says I am a confirmed student. O.K. If I do that tomorrow, will I still have all of my classes?... I can't sleep; I'm so nervous about my first day ... Discussion Questions 1. What breakdowns in service processes has this stu- dent experienced? 2. What types of process management activities should State University administrators undertake