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The Process of Housing
BUS 361 - Term Project
Quinn Devereaux
Baylee Hamilton
Michelle Maxwell
Mace Provost
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Executive Summary
In this report, we will be investigating the process of housing selection at the University of Portland. This
process, while maneuvering through it in different manners, affects pre-freshman and rising sophomores.
Pre-freshman are placed into the process by administration after they confirm they are going to come to
the University. Rising sophomores are placed into a list based on how many years they have been at the
University, and how many credits they’ve completed. This current process has many points of possible
error including: poor housing-personality surveys, not enough available rooms, and receiving the wrong
room key. Fortunately, these three problems can be resolved by implementing new tools and processes
into the system.
After investigating the housing process, we have decided to apply the following three changes. First, we
are going implement a new survey that goes more in depth into people's personalities, and make all
freshmen complete the Myers Briggs Type Indicator test before arrival to campus. We will be able to
remedy the problem of not enough rooms by cutting admissions. Then we will be able to fix room key
confusion by discontinuing them all together and creating a system that allows ones identification card to
also unlock their door, similar to how hotels allow guests to get into their rooms.
For all three of these cures to be implemented into the University housing selection process, it will cost
incoming freshman, as well as the University, extra money. We estimate that for the MBTI test to be
added, it will cost each student an extra $30 on his or her housing application fee. Cutting enrollment will
only cost the University the opportunity cost of added tuition, and placing hotel room key locks in each
dorm room will cost an estimated $320,000.
_____________________________________________________________________________
Introduction
Our group will be focusing on the housing selection process at the University of Portland for freshman
and returning sophomores. The University accommodates around 1,600 freshman and sophomores each
year. Our goal is to find ways in which we can improve the housing selection process and be sure that all
of the students living on campus are more than simply content with their housing. With the housing
selection process, quality is assessed based on student satisfaction. The optimal situation would have no
roommate complaints, no extended doubles and reduced margin of error/issues around key distribution
and use.
The housing selection process for freshman begins when they commit to the University of Portland. The
University then sends the committed freshman an email containing their UP login information. Once the
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students receive their information they are sent an email to their new UP email with a link to the housing
application. The applications open on March 1st and there is a priority given to those who fill it out
earlier. The application itself contains a survey of information to help determine a roommate, such as
when a student likes to go to bed, or what hobbies and activities he or she enjoys. After a student fills out
their information, they then select their top three dorm choices. The application also contains a roommate
request form so that students may live with one of their friends when they move in. The University then
looks at all of the information and assigns students rooms based on how early they turned in their forms,
if they filled out a roommate request form, and finally based on roommate compatibility according to the
student’s profile. Once all of the rooms are filled, the university then looks at who submitted their forms
later and assigns them to extended doubles rooms. Extended doubles are rooms that are meant for two
occupants, however are subsequently filled with three based on an increase in demand for on-campus
housing. Finally the university sends all of the students their housing assignments. The students then
arrive to move in. They are given a laundry card, and a physical key to their room and mailbox.
The housing selection process for sophomores is done differently. The returning students first must fill
out the housing application when it is posted online. This application is much simpler than the freshman’s
because it does not contain the student profile. The returning students simply fill it out in order to reserve
space on campus. Returning students also must submit a $100 housing deposit that they will be refunded
for after they have moved in. Once the university has all of the numbers they then assign lottery numbers
to students in their specific dorm based on how long they have been at UP and the number of credits that
they have completed. If students are living in the same dorm with someone from their same dorm then the
students take the highest number and use that when they apply. If a student wants to change dorms then
they are placed at the bottom of the list for the dorm they are moving into. If another student that already
lives in the dorm is pulling a student into that dorm, they are also placed at the bottom of the list. The
students then select their room based on the lottery numbers and updated list once UP knows who wants
to live where. If a student does not get the dorm they want and are unable to get a room, they are then sent
to the housing roundup selection process, which fills the remaining rooms in the dorms that are not full.
The following semester, the students are allowed to move in. They are given a physical key for their new
room assignment.
______________________________________________________________________________
Process Description
Process Flowcharts
Please see the appendix for the “Pre-Freshman Housing Selection Process Flowchart” and “Rising
Sophomore Housing Selection Process Flowchart.”
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These flowcharts clearly show the process as described in the introduction with the necessary
start/finish, event, decision, and delay identifications. The flowcharts present the process of selecting
housing in a clear and interesting manner.
Implementation of Quality Management & Measurements of Quality
To observe the quality of this system and implement the changes efficiently, we need to obtain data about
the current arrangement in place. However, the University does not have information on the subject that
we are investigating. Therefore, in the future, we would need to acquire data over at least a 2-year span of
time in order to show the flawed process and the improvement once the new processes are implemented.
We need specific data on how many students are dissatisfied with their roommates and access to the
surveys that those students filled out. Additionally, we need data on how many extended doubles are
issued on campus and implement satisfaction surveys for the students within those specific rooming
situations. Lastly, we need data on how many students receive the wrong room key or have issues with
the locking mechanisms in their rooms.
We would develop Pareto charts for each of the problem areas to compare the factors of poor quality that
each student faces. When investigating statistics surrounding roommate satisfaction, we would rank the
rates of dissatisfaction surrounding general personality differences specifically looking into sociability,
culture norms, introvert vs. extrovert, emotional stability, and personal preferences. Similarly, in the
investigation of the efficiency of key distribution and use, we would rank the satisfaction rates of the
distribution process, the locking mechanisms on the doors, and the key use as a whole. Lastly, we would
look into the satisfaction rates surrounding room availability, particularly regarding room size, room
amenities, cost differences, and overall satisfaction. Each student would get a simple survey after the end
of their stay in the dorm and would answer simple yes or no questions surrounding their experiences. For
example, one question about roommate satisfaction might be: “Was there major differences in the culture
norms between you and your roommate?” We would take the frequency of answering, “yes” to this type
of question and implement it into a Pareto chart. The Pareto charts will clearly lay out the causes of poor
quality, so we can easily see where the most significant problems are surrounding all of the processes in
investigation1. Please see the example Pareto chart below for an investigation into roommate
dissatisfaction rates (Note: this is not based on true data. It’s just a representation of what we could do
with our data.)1
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Perso
nal Pre
feren
ce D
iffer
ence
s
Socia
lbili
ty D
iffer
ence
s
Cultura
l Norm
Diff
eren
ces
Into
vert v
s. Extr
overt D
iffer
ence
s
Emotio
nal Sta
bility
Diff
eren
ces
0
100
200
300
400
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
120.0%
Pareto Chart for Roommate Disatisfaction Rates
FrequencyCumulative %
Causes of Disatisfaction
Freq
uen
cy o
f Agr
eem
ent
As you can see in the chart above, this hypothetical situation shows that the most significant factor
relating to roommate dissatisfaction is personal life preference differences. We would then implement a
survey and profiling system that would focus on reducing this cause for dissatisfaction as its main
priority. Once the changes are implemented, we could complete new satisfaction surveys and compare the
charts to see how the frequencies change.
Our main measures of quality will be discovered through direct contact with the students. It will be
qualitative and based on the truthful responses by the students in the surveys. Our main measure of
quality is satisfaction. A satisfied student means that he or she self identifies as happy in his or her
situation and without a desire for change. We expect this measure to be very low in our initial data
gathering and thus, increase when the changes are in place. If satisfaction does not increase after
implementation of the new system, then the new system is not working and we will have to find another
way to improve it.
___________________________________________________________________________________
Process Analysis
In order to analyze the housing selection process, we looked at the areas where the majority of the
problems occur. One of the biggest complaints with the housing selection process was that way too many
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people were placed in extended doubles. This negatively impacts students’ study habits, the health of
roommate relationships, and overall satisfaction of the dorm experience due to the dramatically reduced
living and personal space. The enrollment rate for the University of Portland has increased each year, but
the university has not done anything to accommodate for the increasing number of students, aside from
assigning the extended doubles. Roommate satisfaction is another issue the University faces each year
following the housing selection process. The current survey takes into account lifestyle habits, however
doesn’t include enough personality matchmaking. This breeds a ground for clashing traits that encourage
a hostile environment within the dorm room. While similar lifestyle habits are important to align,
personality traits are important to consider when pairing roommates together so that issues can be avoided
or mitigated between the roommates effectively. Another problem with the process is the physical keys
for dorm and room entry. Students are sometimes given the wrong key and lose their keys, which causes
quite a large problem for the University on initial move-in day and throughout the year. The physical keys
look similar and can be easily misplaced or confused. The final process that has a major issue is the
roommate selection process for freshman. The university deals with many complaints about roommate
issues and students being unhappy with the roommate they were assigned.
___________________________________________________________________________________
Recommendations
After investigating the housing selection process thoroughly, we have come to the conclusion to
implement the following tactics in order to streamline and heighten the satisfaction levels of students once
they have committed to the University of Portland. One of the largest complaints that freshmen have
when living at the University is being placed with a roommate that has a different personality compared
to them. So, we are suggesting that the MBTI test be integrated into the housing application survey. This
will allow for Residence Life to acquire an unbiased personality test of each of the incoming freshmen.
The MBTI test allows people to find out what their personality traits are. By being able to match peoples’
personalities, one is able to then produce higher roommate satisfaction rates. This increase allows for the
University to receive extended praise from their students, and allows them to strengthen the brand of the
University.
However, a stronger brand means more applicants, which then leads to additional extended doubles. This
is why we suggest the University implement tactic number two: decreased acceptance rates. Currently
the University of Portland has a 66% acceptance rate of the approximately 11,000 undergraduates that
apply each year. Of the roughly 7,000 that are accepted, about 11-16% confirm enrollment. In order for
the university to oust extended doubles all together, they would have to decreased acceptances rates to
45%. This would decrease revenues for the University of Portland by an estimated 17 million a year.
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However, increasing tuition by 3% plus inflation rates, over the course of 3 years, could make up this
decreased revenue. This plan would also pay for the third solution in increasing satisfaction and the
efficiency associated with student housing.
When students come to the university for move in day, they are given a laundry card, a student ID card, as
well as a mail and dorm room key. This creates a situation where four items must be kept track of for
each of the 1080 incoming freshman. However, implementing digital key card locks into all university
dorm room doors can reduce these problems. By doing so, one would be able to enter into their dorm
without having to use a room key. This would decrease the points of possible error when moving in by
over 25%, at an estimated cost of $320,000. It would also decrease the time it takes for students to receive
all needed materials on move-in day.
References
1. Yu, Min. "Quality Tools." Foundations of Operations Management. University of Portland, Portland.
23 Feb. 2015. Lecture.
As a student of the Dr. Robert B. Pamplin Jr. School of Business Administration I have read and strive to uphold the University’s Code of Academic Integrity and promote ethical behavior. In doing so, I pledge on my honor that I have not given, received, or used any unauthorized materials or assistance on this examination or assignment. I further pledge that I have not engaged in cheating, forgery, or plagiarism and I have cited all appropriate sources.
Michelle Maxwell, Mace Provost, Baylee Hamilton, Quinn Devereaux Student Signature
Appendix
Brainstorming List of Process and Errors:
Freshman
● Student commit to university of Portland
● Student apply for housing (contract agreement, deposit, survey, selection of dorms for top 3)
● UP places student in dorm and room with one other roommate based on their timeframe of
commitment, top 3 choices and their survey indications
● Student receives email notification room & board assignments
● Many students perform same steps later
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● UP then places excess freshmen in forced triples to account for overflow
● Move in day: receive room key, laundry card and mail key from hall director
Points of Error: bad roommate, wrong key, not receiving choice of dorm, forced triple, having to
restructure because people dropping out, requests for disability accommodations, requests for
specific/personalized roommates, double-booking, early move-in, incorporating athletic priority
Rising sophomore
● Apply for housing. Decide about dorm preference and pulling in someone.
● Receive lottery number.
● Attend housing selection
● If your first option is taken, proceed/adjust your next options
● If you get a room, sign paperwork
● Attend roundup-housing selection.
● Get room key, mail key, and laundry card.
Points of Error: no rooms available, wrong key, having to move into mehling, having someone drop out
of your group and being forced down the priority line, incorporating disability requests, double-booking,
maintenance slowdowns, early move-in, incorporating athletic priority
Next Two Pages: Flowcharts for the Processes Describes
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Pre-Freshman Housing Selection Process Flowchart
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Rising Sophomore Housing Selection Process Flowchart
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