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					Business Process Mapping Document

    6.2.4 Remove Service Indicator



  Author    Belinda Ventura   Status   Current
  Version   2.0
                                                DOCUMENT MANAGEMENT
Document History
   Version   Date       Author            Reason                                                                                                                    Project Id
   0.1       31/03/05   Belinda Ventura   Initial draft – EOL project                                                                                               ITS02213
   0.2       02/06/05   D. Gamble         Process updated to current format                                                                                         ITS02213
   0.3       01/07/05   J. West           Include issues raised from focus groups                                                                                   ITS02213
   1.0       09/08/05   J. West           Update after review by Portfolio representatives                                                                          ITS02213
   2.0       23/08/05   J. West           Update after further review by Portfolio representatives and Student Centre organisational changes.                       ITS02213




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                                                                                                                                                                               Page 2 of 10
Authorisation

                Customer                 Information Technology Services
   Name:
   Role:        Business Process Owner
   Name:
   Role:
   Name:
   Role:
   Name:
   Role:




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                                                                                                                             Page 3 of 10
                                                                                    TABLE OF CONTENTS

         Document History ..................................................................................................................................................................................... 2
         Authorisation............................................................................................................................................................................................. 3
BUSINESS PROCESS DETAIL ......................................................................................................................................................................... 5
         Business Scenario .................................................................................................................................................................................... 5
         Assumptions ............................................................................................................................................................................................. 5
         Business Process ..................................................................................................................................................................................... 6
         Business Process Detail ........................................................................................................................................................................... 7
           1.00 Programme of Study (6) / Student Enrolment (4) ....................................................................................................................... 7
           2.00 Indentify restriction to services/enrolment .................................................................................................................................. 7
           3.00 Logon to PeopleSoft and Check ................................................................................................................................................. 7
           4.00 Escalate to Area Responsible .................................................................................................................................................... 7
           5.00 Removal Approved? ................................................................................................................................................................... 9
           6.00 Remove Indicator ....................................................................................................................................................................... 9
           7.00 Notify the Student ..................................................................................................................................................................... 10
           8.00 End ........................................................................................................................................................................................... 10




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                                                                                                                                                                                                               Page 4 of 10
                                                BUSINESS PROCESS DETAIL

Business Scenario
  This process covers the removal of a Service Indicator from a Student record (specifically negative service indicators that stop enrolment).




Assumptions
  Include any assumptions made regarding the process.
  Reference    Detail
  1            Hub, Student Centre Helpline and Operations staff have security access to release service indicators.
  2
  3




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                                                                                                                                                                    Page 5 of 10
Business Process

                                                                     Remove Service Indicator (6.2.4)


                      1
                                              1
                Programme of
                                      Student Enrolment
                    Study
  Student            (6)
                                             (4)




                        2                            8
               Identify restriction                 End
                  to services/
                   enrolment



  Hub/                3
  Student         Logon to                            7
                 Peoplesoft &                  Notify Student
  Centre            check
  Helpline/
  Student
  Centre              4
  Operations                                       6
               Escalate to area
                                             Remove Indicator
                 responsible


                                                          Yes

                                                    5           No
                                                 Removal
                                                approved?




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Business Process Detail

  1.00 Programme of Study (6) / Student Enrolment (4)

  There is a Negative Service Indicator which needs to be resolved and removed before the student can enrol or gain access to certain university services.


  2.00 Indentify restriction to services/enrolment
  A student is attempting to enrol online or access services of the university. They are stopped by a negative service indicator and contact the Student Centre Helpline or Hub for assistance.


  3.00 Logon to PeopleSoft and Check

  A staff member logs on to PeopleSoft and accesses the Service Indicator panel records for the student concerned to review the information contained there. Investigation into the reason for the indicator may
  also be performed i.e. check financial status.

  4.00 Escalate to Area Responsible

  Each Service Indicator that can stop enrolment online is listed below along with the owner for that indicator. The owner is the only place approval can be obtained for the removal of the indicator.
  NOTE: number in the first column of the table below indicates the number of student records with the indicator taken at a single point in time.
  Indicator    Description                                                                                                           Owner                           Approval                       Removal to be
  (number)                                                                                                                                                                                          actioned by:
  APP          Applicatn Fee not paid                                                                                                RMIT International              RMIT International             Student Centre
                                                                                                                                                                                                    Helpline/Hubs
  (0)          The application fee must be received before the application can be processed.
  CAF          Commencing CAF Form Required                                                                                          Academic Registrars Group       Julie Bellchambers or          Student Centre
                                                                                                                                                                     Manager, Student               Operations
  (55)
                                                                                                                                                                     Records
  DBC          Debt Below Cost of Collection                                                                                         FSG - Revenue Services          FSG - Revenue                  Student centre
                                                                                                                                                                     Services                       Helpline/Hubs
  (0)          Write Off Bad Debt-Collection Cost higher than Debt. Service Indicator will not be removed till debt is paid.
  DEC          Deceased Student                                                                                                      Academic Registrars Group       Academic Registrar             Student centre
                                                                                                                                                                                                    Helpline/Hubs
  (256)
  DID          Duplicated ID to be deleted                                                                                           ITS                             This NSI will not be           Student centre

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Indicator   Description                                                                                                      Owner                        Approval                       Removal to be
(number)                                                                                                                                                                                 actioned by:
(4364)      Student ID has been tagged for deletion due to duplication. Do not enrol against this ID.                                                     removed.                       Helpline/Hubs to
                                                                                                                                                                                         advise the student of
                                                                                                                                                                                         the correct ID.
DIS         Disciplinary Action – Academic Misconduct                                                                        Academic Registrars Group    Justin Rogers                  Student centre
                                                                                                                                                                                         Helpline/Hubs
(13)        Student has committed a breach of discipline.
DIS         Disciplinary Action - General Misconduct                                                                         Academic Registrars Group    Justin Rogers                  Student centre
                                                                                                                                                                                         Helpline/Hubs
(7)         Student has committed a breach of discipline.
IDB         International Debtor                                                                                             FSG - Revenue Services       FSG - Revenue                  Student centre
                                                                                                                                                          Services                       Helpline/Hubs
(0)         You have not fully paid your student account therefore please contact RMIT International to discuss your
            situation. If your outstanding fees are not paid, you will be reported to the Department of Immigration and
            Multicultural Affairs (DIMA).
IER         Intl Enrolment Restriction - Sponsor Enrolment Restriction                                                       RMIT International           RMIT International             Student centre
                                                                                                                                                                                         Helpline/Hubs
(0)         As your studies is being sponsored, permission must be sought from your sponsor before any change in your
            enrolment can be acted upon.
IER         Intl Enrolment Restriction – Scholar Enrolment Restriction                                                       RMIT International           RMIT International             Student centre
                                                                                                                                                                                         Helpline/Hubs
(0)         As you are a scholarship recipient, permission must be sought from your scholarship provider before any change
            in your enrolment can be acted upon.
IER         Intl Enrolment Restriction – Other Enrolment Restriction                                                         RMIT International           RMIT International             Student centre
                                                                                                                                                                                         Helpline/Hubs
(0)         Your enrolment is restricted, permission must be sought from RMIT International before any change in your
            enrolment can be acted upon
IFL         Intl Lapsed Fee Agreement                                                                                        RMIT International           RMIT International             Student centre
                                                                                                                                                                                         Helpline/Hubs
(0)         You were granted a fee agreement to pay your fees by instalments. As your fee agreement has lapsed, please
            contact RMIT International as soon as possible.
LTE         Late Re-enrolment                                                                                                Portfolio                    Business: Tracey               Student Centre
                                                                                                                                                          Corneille or Angie             Operations
(0)         The last date to re-enrol has passed.
                                                                                                                                                          Reinoga
                                                                                                                                                          SET & DSC: Portfolio
                                                                                                                                                          office



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                                                                                                                                                                                                    Page 8 of 10
Indicator   Description                                                                                                           Owner                            Approval                       Removal to be
(number)                                                                                                                                                                                          actioned by:
LRO         Loan Repayment Overdue                                                                                                FSG - Revenue Services           FSG - Revenue                  Student centre
                                                                                                                                                                   Services                       Helpline/Hubs
(2)
NPA         Payment- Overdue                                                                                                      FSG - Revenue Services           Selected Hub staff             Selected Hub staff
(15807)
OSH         OSHC Not Paid / No Evidence                                                                                           RMIT International               RMIT International             Student centre
                                                                                                                                                                                                  Helpline/Hubs
(0)         Applicant/student has not paid the Overseas Student Health Cover charge or shown evidence that it has already
            been paid. OSHC payment is required before enrolment can take place.
PST         Payment Stopped-Ref to Drawer                                                                                         FSG - Revenue Services           FSG - Revenue                  Student centre
                                                                                                                                                                   Services                       Helpline/Hubs
(0)
RIS         Student at Risk                                                                                                       Portfolio                        Selected Portfolio             Student centre
                                                                                                                                                                   staff                          Helpline/Hubs
(0)         Student is 'at risk'. Prevent from enrolling in current course.
STF         Staff Member ID                                                                                                       ITS                              This NSI will not be           Student centre
                                                                                                                                                                   removed.                       Helpline/Hubs to
(0)         ID numbers beginning with E or X may not be used to enrol in classes. Use search match to find the staff
                                                                                                                                                                                                  advise the staff
            member's student ID, or admit the staff member to the program via an Admissions process.
                                                                                                                                                                                                  member of the
                                                                                                                                                                                                  correct ID.
WOF         Write Off for Bad Debts                                                                                               FSG - Revenue Services           FSG - Revenue                  FSG - Revenue
                                                                                                                                                                   Services                       Services
(9351)      Service Indicator will not be removed until bad debt is repaid or cleared.


5.00 Removal Approved?

Has the approver agreed to the removal of the indicator?
The owner must supply written approval (email) for the indicator to be removed or lifted temporarily (some debt related indictors will be automatically re-assigned by an overnight process).


6.00 Remove Indicator

When approval is given the Indicator can be removed from the student’s record. Note that a history can be reviewed using the Service Indicator Audits panel.




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                                                                                                                                                                                                             Page 9 of 10
7.00 Notify the Student

The student is notified of the outcome of the investigation into the negative service indicator.
If the outcome was to remove the indicator, the student is advised to continue with their enrolment.
If the outcome was approval to lift the indicator, the student is advised that they must enrol online prior to the end of the day. The indicator will automatically return during the overnight process for debtor type
indicators.
If the outcome was to leave the indicator active, the student will be advised as to their options for removal i.e. to pay their debt.

8.00 End

The Student has been advised of the outcome and can either continue with enrolment online or follow the direction given to have the indicator removed i.e. pay their debt.




Issue ID               Description                                                                                         Resolution
214                    Electronic system for removal of NSI                                                                27/6/05 spoke with Linda Jackson about this issue. Student centre project may have an
                                                                                                                           impact on the tool used. Linda would like an electronic method.
                       Can there be an electronic (email or document tracking system perhaps) process to handle
                       removal of NSI for students?                                                                        Have modified the business process to suggest an electronic communication is used.
216                    How will a NSI be indicated?                                                                        NSI indicated with message displayed on the Welcome screen and also at the point of
                                                                                                                           enrolment, this is included in the design.




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