JPMU Process Re-engineering Project JPM University has decided to improve some of its internal processes to streamline its operations. As part of these improvements, they explore various systems to help them be more efficient and share information effortlessly. You are asked to analyse the process described below, perform a root cause analysis, propose a system, model the current processes and offer process improvements that deliver a beneficial change. JPMU has started reviewing their main student support processes, mainly the withdrawal and extenuating circumstances claim processes. The withdrawal process is categorised as Temporary or Permanent. The category is depending on the application submitted and the reasons it was initiated. The scenarios below contextualise the circumstances and activities involved in both processes mentioned above.  Scenario 1: Kuku has been struggling with his studies due to numerous personal reasons and the recent COVID-19 pandemic. He contacts the Course Administrator (CA) to seek advice to ensure his studies are not impacted. The CA responds to Kuku via email, advising him to contact his Course Leader (CL) as soon as possible.  Kuku reaches out to the CL, explaining that he has been struggling with some health issues and has fallen back in most of his modules, which will impact his assessment performance. The CL arranges a meeting with Kuku to discuss his situation and options. During the meeting, the CL attempts to attain more insights into the situation to offer the right level of support. Using this information, the CL suggest that Kuku should apply for a Temporary Withdrawal (TWD). The CL informs Kuku that taking a TWD means he has to pay this academic year fee (depending on when his TWD is approved) and for the year when he re-joins, depending on the semester he will return. The CL sends a paper form via email to Kuku to complete and initiate the TWD process in the meeting. Kuku completes the form and sends it back. Once the CL receives the form, it is checked for completeness. If the form is incomplete, it will be returned to Kuku to complete all the sections. The CL will only work on the form when it is complete. If the withdrawal request was during semester 1, the CL does not review academic progress. However, given that Kuku is requesting to withdraw in the middle of semester 2, the CL reviews Kuku’s academic progress so far. If Kuku completed and passed all semester one assessments, the return date is semester 2. If he did not complete and failed his first semester assessments, the return date would be the beginning of semester 1. The CL communicates these options to Kuku via email, explaining that the ideal choice is to repeat semester 1, as he did not submit any assessment for semester 1. Kuku can accept this option or can reject the suggestion in writing via email. Suppose he refuses the proposal and opts to return to semester 2. In that case, he must commit that he will submit semester one assessments during the resit period and independently study the material provided on Learning Management System (LMS).  A reminder will be sent after two days, and if no response is received, the CL does not progress the TWD application. When the academic progress review, the next step only happens when the confirmation is received, the CL completes the CL sections and signs the form (this step happens without reviewing academic performance if the application was submitted for semester 1).  The CL sends the completed and signed form to the CA for processing. The CA checks the document for completeness; further details are requested from the CL and Kuku if incomplete. If these details are not received, the form is not processed. When the details are provided, the CA completes the form by entering details provided, last attendance date and module grades (if any). Once this is achieved, the document is sent to a central student management team at JPMU. An officer from this team reviews the application. The policy is for the officer to make the decision based on the explanation provided in the paperwork. If the form is incomplete, the application is declined. They would not contact the CL, CA or the student for further clarification. The officer checks if Kuku is a home or international student.For international students, when a TWD is granted, the student visa is withdrawn, and they have to return to their home country. Hence, a TWD for an international student is declined most of the time as the best option is to withdraw from the course permanently and re-apply for the course when they decide to return. Based on the details provided, the officer either grants or denies the TWD request. Once the officer makes this decision, he/she updates the student management system and assumes the application is closed. No confirmation is sent to the CL or CA about the decision. If Kuku wants to know his application status, he needs to contact his CL or CA. If he contacts the CL, the query will be sent to the CA since the course leader does not have the outcome of the application. In both cases, the CA contacts the central student management team to get a status update. Once the CA receives the status update, the CL and Kuku are informed of the outcome.   Scenario 2 Bata has been struggling with her studies due to personal reasons and does not think this is the right course. She contacts the Course Administrator (CA) to seek advice. The CA responds to Bata via email, advising her to get in touch with the Course Leader (CL) as soon as possible. Bata contacts the CL, explaining that she has been struggling with the course. The CL arranges a meeting with Bata to discuss her situation and options. During the meeting, the CL attempts to attain more insights into the situation to offer the right level of support. Using this information, the CL suggest that Bata can withdraw from the course permanently (PWD). The CL send the paper form via email to Bata to complete and initiate the PWD process. The CL informs Bata that she will be liable for the academic year fee (depending on when the PWD is approved). Bata completes the form and sends it back. Once the CL receives the form, it is checked for completeness. If the form is incomplete, it will be returned to Bata to complete all the sections. The CL will only work on the form when it is complete.  The CL completes the CL sections and signs the document. The CL sends the completed and signed form to the Course Administrator (CA) for processing.  The CA checks the form for completeness. Suppose it is incomplete further details will be requested from the CL and Bata. If these details are not received, the application is not progressed. When the details are provided, the CA completes the form by entering details provided, last attendance date and module grades (if any). Once this is achieved, the document is sent to a central student management team at JPMU. An officer from this team reviews the application. The policy is for the officer to make the decision based on the explanation provided in the paperwork. If the form is incomplete, the application is declined. They would not contact the CL, CA or the student for further clarification. The officer checks if Bata is a home or international student. For international students, when a PWD is granted, the student visa is withdrawn. Based on the details provided, the officer either grants or denies the PWD request. Once the officer makes this decision, he/she updates the student management system. If Bata is a home student and receives a student loan, a letter will be sent to the loan company to inform them that Bata is no longer a student. At this stage, the application is assumed as closed. No confirmation is sent to the CL or CA about the decision. If Bata wants to know her application status, he needs to contact her CL or CA. If she contacts the CL, the query will be sent to the CA since the course leader does not have the outcome of the application. In both cases, the CA contacts the central student management team to get a status update. Once the status update was received, the CA informs the CL and Bata of the outcome.

Scenario 3 

Njiwa has not been attending classes for almost three months. The Course Leader (CL) has written to Njiwa several times to check on him and see how best he can be supported. After the fifth attempt, the CL informs the central student management team. One of the officers attempts to contact Njiwa but does not get any response. After the third attempt, the officer tells the CL to initiate a PermanentWithdrawal (PWD) request. The CL completes the PWD form on behalf of Njiwa and explains the reasons for requesting the PWD. CL signs the form and sends it to the Course Administrator (CA) for processing. The CA checks the form for completeness. If the form is incomplete further details are requested from the CL. If these details are not received, the application is not processed. When the details are provided, the CA completes the form by entering details provided, last attendance date and module grades (if any). Once this is achieved, the document is sent to a central student management team at JPMU. An officer from this team reviews the application. The policy is for the officer to make the decision based on the explanation provided in the paperwork. If the form is incomplete, the application is declined. They would not contact the CL or CA for further clarification. The officer checks if Njiwa is a home or international student. For international students, when a PWD is granted, the student visa is withdrawn. Based on the details provided, the officer either grants or denies the PWD request. Once the officer makes this decision, he/she updates the student management system. The CA is informed of the outcome of the decision. If a PWD is granted, the CA sends a letter to Njiwa to inform him that he is withdrawn from the course. If Njiwa is a home student and receives a student loan, a letter will be sent to the loan company to inform them that Njiwa is no longer a student. At this stage, the application is assumed as closed.

Answer rating: 100% (QA)

The given case is about the process of reengineering projects of JMP University through which the un... View the full answer