2011 Archive - Lane Community College - Process Redesign Project

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Process Redesign Project

This is an archive of the Process Redesign web pages - for historical and reference purposes only

Students First Logo Billing Statement

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Modify the billing statement format and processing.

Key Issues:

Confusing layout

Class schedule information not always current

Irrelevant information included (e.g., public service announcements)

Lengthy production time due to number of records maintained and kept active

Mailing distribution - several steps

Inconsistent payment due dates currently tied to registration dates

Purpose of statement not clearly defined

CURRENT SITUATION:

PEOPLE/ ORGANIZATION	CROSS-FUNCTIONAL WORKFLOW	TECHNOLOGY	PHYSICAL INFRASTRUCTURE	POLICIES/ PROCEDURES
Work is organized so that: 1. one person updates all tables 2. a second person creates work order 3. a third person collects and reviews statements, works with mailing service several people maintain records, answer inquires and make payment arrangements printer picks up statements and takes to mailing service five to six people are responsible for collections responsibility for billing; College Operations, not Student Services	billing statement program is not a real-time application and needs to be run during off-hours using pre-printed, continuous forms content of statement not consistent with data presentation used by staff multiple contacts and hand-offs need to be made within a short timeline poor design layout and summarization of data one person in computer services bursts forms	coordination with mailing services disjointed	statements sent to multiple locations before being mailed	credit policy impacts billing procedures - i.e., number of statements and processing time statement run is tied in with registration dates purpose of statement not clearly defined

PROPOSED SOLUTION:

PEOPLE/ ORGANIZATION	CROSS-FUNCTIONAL WORKFLOW	TECHNOLOGY	PHYSICAL INFRASTRUCTURE	POLICIES/ PROCEDURES
responsibility for billing to SF! Center team & Services to Students process owner manager one-two people responsible for updating tables, creating work orders, and collection, review and distribution of statement Student Finance team responsible for record maintenance, payment arrangements, statement production, and collections SF! Center. Resource Reps, Associates and Cashiers - answer inquiries and accept payments	electronic message/comment capability for special payment arrangements self mailer… print entire form on site & eliminate pre-printed form reduce operator production time by archiving data earlier & changing forms handling produce annual production schedule table	develop production schedule to coordinate financial aid disbursements & Computer Services schedule student access to billing information via PIN redesign and rewrite billing program use graphical report generator technology to produce statement	one to two locations for production and distribution; SF! Center., Computer Services, Mailroom, Printing and Graphics	establish standard billing statement production schedule in sync with Financial Aid disbursement archive data earlier (review credit policy)

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Lane Community College - Process Redesign Project
4000 East 30th Avenue, Eugene, OR 97405
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Revised 12/2/96 (llb)
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