A study explored whether the intake process met the needs of employed adults seeking upgrade training market segment at Lakeshore Technical College, Wisconsin. Study procedures included the following: a literature review, criteria identification, drawing a sample of students, organization and conducting of focus groups and collecting data, and recommendation development. The population consisted of 123 students enrolled in the rapid delivery program; 6 participated in 2 focus group sessions. Six customer needs were identified using the Affinity Process: simple, reliable, and complete communication and information; timely services; flexible financial options for services in the bookstore, registration, and financial aid; simple processes; and access to services, staff, and information when needed. The descriptive phase of the Quality Function Deployment Process was used to correlate the needs against the functions in the intake process. Results showed that the functions of enrollment and financial aid were adequately meeting students' needs and the functions of registration, counseling, and bookstore were not. The following recommendations were made: clearly define and analyze current processes to determine if they were being followed, develop implementation plans for changing current processes, and create new processes where current ones were not customer friendly. (Appendixes contain 16 references, description of quality function deployment, focus group questions, and recommendations.) (YLB)