Improving Recruitment and Retention: A Management Framework to Utilize DMAIC and Kaizen for Student Support in Engineering Education

The Clay N. Hixson Student Success Center within the College of Engineering at Tennessee Tech University has undergone a transformative upgrade by integrating the Define, Measure, Analyze, Improve, and Control (DMAIC) framework with select Kaizen principles for continuous improvement to enhance student support services. Key performance indicators (KPIs) have been employed to assess the achievement of core goals, significantly advancing recruitment, retention, and overall student success. Implementing the DMAIC framework has streamlined processes such as a unified degree map and a math bridge program, resulting in a 53% increase in incoming first-year students and broadening the College of Engineering’s outreach. These efforts have also contributed to a 10% increase in first-to-second-year retention rates. Through the utilization of DMAIC, the regular redistribution of advisor caseloads and cross-training has been facilitated, ensuring timely student support without overburdening advisors. Additionally, targeted academic support initiatives have reduced the at-risk student population from 19% to 11%. These management techniques extend to multiple initiatives, including enhancements to high school summer camps, advisor listening sessions, and student surveys designed to meet evolving student needs. Creating specialized areas for academic advisors has also supported their professional growth, contributing to better student outcomes. This paper comprehensively analyzes these strategies and provides valuable insights for institutions seeking to apply DMAIC and continuous improvement models to strengthen student support systems.