When these documents are received by the admissions ofce, an ofcer checks the completeness of the documents. If any document is missing, an e-mail is sent to the student. The student has to send the missing documents by post. Assuming the application is complete, the admissions ofce sends the certied copies of the degrees to an academic recognition agency, which checks the degrees and gives an assessment of their validity and equivalence in terms of local education standards. This agency requires that all documents be sent to it by post, and all documents must be certied copies of the originals. The agency sends back its assessment to the university by post as well. Assuming the degree verication is successful, the English language test results are then checked online by an ofcer at the admissions ofce. If the validity of the English language test results cannot be veried, the application is rejected (such notications of rejection are sent by e-mail). Once all documents of a given student have been validated, the admission ofce forwards these documents by internal mail to the corresponding academic committee responsible for deciding whether to offer admission or not. The committee makes its decision based on the academic transcripts and the CV. The committee meets once every 2 to 3 weeks and examines all applications that are ready for academic assessment at the time of the meeting. At the end of the committee meeting, the chair of the committee noties the admissions ofce of the selection outcomes. This notication includes a list of admitted and rejected candidates. A few days later, the admission ofce noties the outcome to each candidate via e-mail. Additionally, successful candidates are sent a conrmation letter by post. With respect to the above process, consider the following questions:

1. Who are the actors in this process?
2. Which actors can be considered to be the customer (orcustomers) in this process?
3. What value does the process deliver to its customer(s)?
4. What are the possible outcomes of this process?