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i)Identify the steps in this process and classify them into VA, BVA, and NVA. ii) Which types of waste 2-3 pages can you identify in this process? iii) Write an issue register based on the supplemental information for the process.

iv) Apply the heuristics from Appendix A in order to improve the process. Justify every redesign heuristic and describe where and you apply it to the process and how the process is changed because of it. In particular, keep these two points in mind as you redesign the process: Does the redesign create or solve ethical problems, i.e. situations where multiple stakeholders are in conflict? Describe the situation and how you try to deal with it. The university wants to expand overseas. It has already leased a building in Accra and Dhaka, and has also partnered with a private educational corporation in Cairo to deliver some of its programs in these locations

v) Explain the impact of the changes you propose in terms of the performance dimensions of the Devils Quadrangle

Graduate Admissions Process - Supplemental Information The university processes approximately 10,000 graduate student applications per year. The fall semester is the most often requested entry semester with 2/3 of applications. Academic units receive between a few dozen (for example, Classics, History) and a few thousand (for example, Engineering, Business) of applications each. Examining an application to determine whether the entry semester is permitted and whether the application was submitted by the deadline takes on average 2 minutes. Examining an application to see if it is complete takes on average 3 minutes. Examining each application to see if it meets admission requirements takes on average 10 minutes. Creating a program of study takes 5 minutes (verifying a program of study takes 10 minutes as it includes verifying the admission requirements) and completing a rejection form takes 4 minutes. Of all submitted applications, approximately 40% are initially to an entry semester for which no admission is offered. Of the applications submitted for an entry semester to which admission is offered, 50% are incomplete and remain incomplete by the application deadline. Of the complete applications, on average, 50% do not meet the minimum admission criteria for a variety of reasons. Applicants pay a non-refundable application fee of $100. Reconsideration of applications does not incur another fee. Graduate admissions staff have a salary (including benefits and other costs) of $60,000, work 35 hours per week for 48 weeks. The application system accepts applications to any entry semester. It is up to the applicant to read the information about their degree program to choose the right entry semester. The application system for a particular entry semester opens 12 months before that semester. This means that it is always possible to apply to a fall, winter, or spring semester. Every degree program requires different documentation. Also, applicants from different countries may require different types of documents to be submitted. The application system cannot verify the type of document because they are uploaded as image files or PDF files. Hence, the application system cannot verify completeness of an application. It takes on average two weeks for references to arrive after an application is submitted. For about 30% of applications, references never arrive. While the processing of applications takes little time (see above), some applicants nevertheless report frustration with long times to wait for a decision letter. Graduate admission staff report frustration with significant workloads immediately prior to and immediately after an admission deadline for a degree program. This is also when errors may be made by either the graduate admission staff or the GO (in about 1% of cases). These errors are usually caught by SGS staff later in the process, but require reevaluation of the application. Contributing to the problems are unclear documents submitted, for example fuzzy images, incomplete document files, etc. When workload permits, the graduate admission staff may contact the applicant directly and ask for updated or additional documents. This itself takes 10 minutes, and applicants amend their application usually in two weeks. Another source of frustration by the admission staff are the many incomplete applications and applications that do not meet admission requirements. It is sometimes the case that applicants will re-apply after being rejected. Some applicants submit up to 5 applications for the same or different programs

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