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.

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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.

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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.

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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.

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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