The Staff of the Kellogg School
With commitment and dedication, the
Kellogg staff keeps the school at the top of its game
a top MBA school depends upon the fine caliber of its faculty
and students and rightfully so. But another equally
important network of talented professionals plays a key supportive
role: the Kellogg Schools excellent administrative staff,
without which Kellogg would cease to function.
the K Team, the legions of staffers who help students
find jobs, assist an alum in need, and contribute in thousands
of other ways to the running of the school. If Kellogg is
known for its customer-service orientation, the schools
administration gives life to that ideal.
members of the K Team, and learn how they make Kellogg shine.
Admissions Department faced an unusual challenge last fall
an additional 1,000 applications to read, analyze and
judge in just eight weeks. Each applicant would need to be
interviewed, as well.
department completed 99.9 percent of that unprecedented
workload by its first-round admissions deadline. How did the
team surmount this challenge?
determination, dedication and planning.
titles were set aside as each staff member did what was needed
to get the job done. Sometimes that entailed answering telephones
and opening envelopes; it also meant sacrificing evenings
and weekends. Additional part-time staff including
some former Admissions Department members helped the
team meet its goals.
of focus is typical of the Admissions staff, described by
Assistant Dean and Director of Admissions Michele Rogers as
bright, tactful, self-directed and with a strong customer-service
possess many of the same strengths you find in Kelloggs
student body theyre a talented group with diverse
backgrounds and a willingness to work diligently toward a
common goal, Rogers says.
students come to Kellogg expecting to find good jobs after
graduation. Most recruiters approach Kellogg hoping to find
top-notch hires among the schools ranks.
the job of the Career Management Center (CMC) to make sure
both groups leave the school satisfied.
of the challenges we face is dealing with both student anxiety
and corporate anxiety, says Roxanne Hori, assistant
dean and director of CMC. It doesnt matter whether
the market is good or bad theres always a population
works intensively with both constituencies to ensure that
the recruiting process goes smoothly. That can include everything
from videotaping mock interviews, to running job-hunting workshops,
to hosting roundtables for employers.
on top of coordinating thousands of on-campus job interviews
the end, you want everyone to be successful, Hori says.
So were actually working with each individual
to help him or her meet their goals.
in the Students Affairs office face a multiplicity of responsibilities.
list would include planning and hosting CIM Week, handling
course registrations, working with student clubs, and overseeing
the teacher course evaluation process.
most important job is to smile when students come into
the office and respond to their needs, says Ed Wilson,
associate dean for masters degree programs and student
want to make students feel at home at Kellogg, and our whole
staff is committed to that, Wilson says. The challenge
is to maintain that friendly disposition even as we work to
complete heavy work assignments. But our philosophy is that
its our job to help students get the information they
need and help them feel that they matter.
graduating class rewarded the department with a satisfaction
rating of 9 out of 10 on the deans annual exit survey.
Business Week rated Kellogg No. 1 in student services in its
last ranking of U.S. business schools.
we try to convey is that theres no question thats
too small or silly to ask, Wilson says. Our job
is to simply to listen, respond and help.
|© Nathan Mandell
Dipak Jain says Kellogg School staff members are its
"unsung heroes." "Even with our top faculty
and outstanding students, Kellogg would not be what it
is without the efforts and dedication of its staff,"
Jain says. "Their professionalism and commitment
are evident in every department, at every level. I feel
very fortunate to work with them on a daily basis."
balance the schools books and help new faculty get settled.
They field all general calls to the school and help Dean Dipak
Jain manage his packed schedule and many responsibilities.
Kelloggs central administrative staff, and to them fall
many of the tasks necessary to ensure Kelloggs smooth
operation each day.
dont really have a down time, says
Theresa Parker, assistant dean and director of finance and
planning. We have a small staff, and were constantly
trying to leverage ourselves. What were really trying
to do is increase the efficiency of the whole school.
the challenge is eased by a strong sense of teamwork and esprit
de corps. Carole Cahill, assistant dean and director of administrative
services, says that atmosphere is one of the defining characteristics
school has never had a hierarchy that said, Faculty
comes first, then students, and then staff, she
says. All our constituencies have always had a deep
respect for one another, and thats especially true for
all of us in administrative affairs.
at The Managers Program wear many hats.
have a small staff, compared with a lot of other Kellogg departments,
and we deal with a lot of students, says Vennie Lyons
72, associate dean and director of Kelloggs part-time
degree program. What makes it work is that everyone
knows their job, can do it well, and is sensitive to customer
no small task. The 10-member staff does everything from sending
out applications, to processing them, to making admissions
decisions, to handling registration, to working with students
to plan a wide range of extracurricular events, to ordering
they get it done, while still maintaining TMPs top-flight
reputation? With a willingness to pitch in, no matter how
small the job. Lyons himself, for example, rolls up his sleeves
at the beginning of each quarter to help change the names
on each of the programs 1,300 student mailboxes.
all work together, and when theres something to be done,
everyone knows what it takes, Lyons says.
who seek an MBA later in life often face unique pressures.
Many juggle demanding jobs and family responsibilities while
pursuing their degrees.
EMP staff aims to ease as many of their concerns as possible.
a very hands-on staff, says Erica Kantor, assistant
dean and director of EMP. Well pull out all the
stops to help a student if he or she gets ill or has other
problems completing the program. We will go to the limits
to make sure that all of our students are doing OK.
is reflected in rankings that rate the program No. 1 among
executive MBA programs. Kantor credits much of that customer
satisfaction to her staffs dedication and longevity.
Many have served the program for years.
department is the little red schoolhouse,
she says. We do everything from order books for our
students to deliver their caps and gowns, as well as help
administer our four International Executive MBA programs overseas.
Were here to make sure all our students get a very good
education and that their experience is as seamless
24-member information technology team may have the broadest
scope of any Kellogg department. The group is responsible
for information technology for all Kellogg programs and locations
in the Jacobs Center, at the James L. Allen executive
education center and at 340 E. Superior in Chicago.
is on call 24 hours a day, seven days a week. It provides
direct support to Kelloggs thousands of students and
their laptop computers, and to the schools hundreds
of public computers. It also responds to the technology needs
of faculty and staff as well as alumni, recruiters,
applicants and corporate contacts who use the schools
applications and Web site.
that Kellogg stays on the technological cutting edge, the
group relies heavily on input from the people it serves. Department
members also work together to share skills and knowledge with
Dean for Finance, Planning and Technology Cathy Grimsted says
the groups dynamic is based on the Kellogg culture
both team-oriented and people-oriented.
our group, nobodys a solo technology expert working
in the back shop, says Grimsted. Everybody is
interacting with customers.
you picked up your newspaper recently and saw an article about
the latest innovation at Kellogg, its likely the reporter
learned about it from the schools External Relations
checked the Kellogg Web site or perused this issue of Kellogg
World for news about former classmates, you saw the work
of the department as well.
department includes writers, editors, designers and media-relations
experts. All acquired extensive experience in their fields
before joining Kellogg. They write, edit, design and produce
three issues of Kellogg World annually, as well as
an additional 150 publications, including applications, brochures
and course catalogues.
design and maintain Kelloggs Web site, and they work
with national and international media to generate news coverage
for the school.
rewarding to bring the news of Kellogg to the world, and to
produce a Web site and publications that reflect the schools
vibrant atmosphere, says Richard Honack 94, assistant
dean and director of external relations. This is a group
that enjoys sending forth that message.
could not survive without the generous financial support of
its alumni, corporate partners and other friends. Nor could
it thrive without the work of its nine-member Development
Department, which coordinates all of the schools fund-raising
money isnt an easy thing to do, says Liz Livingston
Howard 93, assistant dean and director of development.
You need to have energy, commitment and a belief in
the mission of the institution.
close-knit staff embodies that spirit. Thats important,
because as Howard notes, this is not a 9-to-5 job.
group really seems to enjoy working together to build Kelloggs
resources, she says. Well come in on a Saturday
to work a conference, or stay late on a Tuesday night to run
a phonathon, or travel with the dean to work a donor event.
Theres a real sense of camaraderie because we all want
Kellogg to be at its best.
Kellogg alumni are eager to maintain their ties to the school
long after graduation. The Kellogg Alumni Relations Department
aims to help them do just that easily and enjoyably.
is Kelloggs contact point for its more than 40,000 global
alumni. Its five staff members not only coordinate Kelloggs
annual alumni reunion; they also work with the schools
80 alumni clubs to plan additional gatherings around the world.
maintain a variety of Web services for alumni, including an
on-line directory, a variety of listservs and lifetime e-mail
accounts. In addition, they facilitate the work of the schools
roughly 180-member Alumni Advisory Board.
staff is very customer-focused, because they deal with thousands
of people throughout the year with big and little requests,
Honack says. We want to make sure all of them are treated
with the same customer service.
come to Kellogg for the academic reputation, Associate Dean
Ken Bardach observes, but they come back for the experience.
staff at the James L. Allen Center aims to make that experience
as rewarding as possible for the 5,000 people who attend Kelloggs
120 executive education programs each year.
staffers comprise a full-service shop, says Bardach,
director of executive education. They design and market the
centers programs, register the participants, and provide
the faculty with all they need to deliver a top-quality educational
seven programs are under way at the Allen Center at any given
time. The staff makes sure each one goes off without a hitch.
food has to be right, and ready when the participants arrive,
Bardach says. The breaks have to be balanced properly.
The bedrooms must be cleaned; the audiovisual equipment has
to be set up properly.
efforts will likely be invisible to the customer. They
see only the customization of their program, and how well
the experience is operating for them, Bardach says.