The Culture Shift That Transforms Advising Offices from Good to Great

Academic advising evolves as student needs shift, technologies advance, and institutional goals change. Offices that thrive over time are those that don’t settle for “how we’ve always done it.” They embrace a mindset of continuous improvement, a culture where reflection, feedback, and data-driven action are embedded into everyday practice.

But what does that actually look like in a busy academic advising office?

What is Continuous Improvement?

Continuous improvement isn't about perfection. It's about staying curious, adaptive, and aligned with purpose. As colleges face mounting pressure to improve retention, graduation, and student satisfaction, advising offices can lead the way by modeling a commitment to better processes, clearer outcomes, and deeper student connection.

The concept of continuous improvement has its roots in manufacturing and quality control, most notably through the work of W. Edwards Deming and the development of the Plan-Do-Check-Act (PDCA) cycle.

Originally designed to enhance industrial processes, the PDCA cycle has since been embraced across sectors, including education, as a practical framework for driving iterative progress.

The steps are simple but powerful:

• Plan a change or identify a goal

• Do implement the change on a small scale

• Check the results using data or feedback

• Act on what’s been learned, either by adopting the change more widely or adjusting and trying again.

This cyclical approach helps teams stay adaptive, evidence-based, and focused on long-term growth, making it a perfect fit for advising offices committed to better serving students over time. A culture of continuous improvement also boosts advisor morale. When staff see their input leading to meaningful change, they feel more invested and empowered.

Principles of Continuous Improvement in Advising

1. Make Reflection Routine

Advising teams should regularly ask, “What’s working? What’s not?” End-of-term debriefs, monthly team huddles, or brief pulse surveys can create space for candid dialogue. It’s not just about tracking metrics, it’s about understanding the why behind them.

2. Use Data, But Don’t Drown in It

Too often, data collection becomes a checkbox exercise. Instead, focus on a few meaningful indicators, such as advising appointment no-show rates, observing challenges that students have with one form, or frequently asked questions from students. Share this data transparently and discuss it as a team to identify patterns and set goals.

3. Prioritize Small Wins

Continuous improvement doesn’t always require sweeping change. Sometimes, adjusting appointment lengths, improving canned email responses, simple tweaks to forms, or simplifying referral processes can have an outsized impact. Make space for advisors to test small ideas and report back on results.

4. Involve Advisors in Decision-Making

Frontline staff like advisors, student employees, and administrative assistants often have the clearest insight into what’s working and what isn’t. Invite everyone into planning sessions, ask for feedback on new initiatives, and celebrate their role in driving innovation. A culture of improvement is a culture of inclusion. Remember, the best innovations almost always start from the bottom up. (Related Reading: What Student Affairs Leaders Can Learn from CEOs)

5. Learn From Students, Not Just About Them

Students can be valuable co-creators in improvement efforts. Consider focus groups, post-appointment feedback forms, or even student advisory boards that weigh in on communication, scheduling, and advisor availability. Improvement is more effective when students help shape the solutions.

6. Celebrate Progress, Not Just Outcomes

Sustainable improvement takes time. Acknowledge effort and incremental growth, whether that’s a 5% increase in appointment attendance or a new resource hub created by the team. Recognition builds momentum. A tenet of CI is that the accumulation of the tiniest improvements over time adds up to great success.

7. Align Improvement With Mission

Improvement should never be change for change’s sake. It should tie back to your office’s purpose: helping students succeed. Look at your college's mission, vision, and values, and map your improvements to these. Your administration will enjoy seeing that your office is making updates that are aligned with the institution-wide goals.

Conclusion

A culture of continuous improvement is built one conversation, one innovation, and one act of reflection at a time. It doesn’t require perfection, only commitment. In today’s rapidly changing educational landscape, the advising offices that thrive will be the ones that stay curious, adaptable, and united by a shared desire to keep getting better for their students and for themselves.