Hmvo Pathway Case Study

Background
For the past several years, BYU-Idaho has overseen the Pathway program and BYU-Idaho online degrees. In a recent announcement, BYU Pathway Worldwide was created to independently oversee these two programs and develop many other new programs to help a worldwide church population.
As part of the BYU Pathway Worldwide announcement, employees that administer the Pathway program will be asked to move to Salt Lake City, Utah. This move is for Pathway administrators and staff but not for the part-time student employees that make up much of the ground troops for Pathway support.
For many years, the BYU-Idaho Support Center (BSC) and the Pathway Support Center (PSC) have been partners in providing support to both the online and Pathway
The BSC is able to hire on at least one manager to stay in contact, consistently, with Pathway.
b. BYU-Idaho employs students.
i. Having a student speak with another student or potential student has its advantages, because there are experiences one person has that relates to another person’s situation, which makes the conversation flow better when helping a customer. ii. The cost to hire someone at the BSC can quite possibly be lower, which will help save money to spend somewhere else at Pathway. iii. There will not be a shortage of BYUI students willing to work at the BSC.
1. The BSC can quite possibly hire those Pathway student employees that did not move to Salt Lake City, which can help with a smoother transition with the BSC taking on all contacts for Pathway.
2. The BSC also does not have a shortage of physical space, meaning the BSC can hire many people to serve the needs for all student types.
c. The BSC and Course Support have been working together for quite a while now, and have a relationship that continues to grow.
i. That relationship can become stronger, if the BSC takes on the contacts for Pathway. ii. There is already a common system with online support, which means that there does not need to be one established again, or even training in this
The BSC is also in close proximity with Course Support, which is an advantage, because it is easier to communicate with one another.
d. Something to consider is that the Rexburg Internet and the System are prone to fail, but that can be solved by using the Learning Management System (LMS) to secure connection for cisco.
i. Using the LMS will help when students call us directly
e. There is an issue regarding the length and detail of conversation with Pathway Students.
i. In the Pathway Department, skyping was common, which is something the BSC does not do. The BSC is willing to train the employees how to use skype and the process in which the employees will need to go through to solve issues.
f. There will be a communication cost for Pathway.
i. Cost analysis included contacts presented by the BSC and Pathway with 50,000, 100,000, 150,000, 200,000, and 250,000 contacts.
1. The BSC wage is approximately $9.00, while Pathway’s wage is approximately $11.00.
a. For 50,000 contacts, the difference between Pathway and the BSC would be $13,333.33.
i. Including communication costs: $7,093.33.
b. For 100,000 contacts, the difference between Pathway and the BSC would be $26,666.67.
i. Including communication costs: