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 Credit & Collections Policy

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Revise policy for extending credit

Key Issues:

Incomplete policy

Inconsistently applied by employees who authorize exceptions to credit policy

Manual record maintenance - database and paper files

Different interpretations of how to apply credit policy and collections

No college philosophy to guide credit and collection policies

Appeals process is inconsistent and punitive to students

Inadequate accounting controls on collection accounts

Unable to evaluate the effectiveness of major collection agencies

CURRENT SITUATION:

PEOPLE/ ORGANIZATION	CROSS-FUNCTIONAL WORKFLOW	TECHNOLOGY	PHYSICAL INFRASTRUCTURE	POLICIES/ PROCEDURES
Student Account Specialists negotiate payment arrangements using different criteria others authorized to make payment arrangements includes Student Accounts Manager & Director of College Finance inconsistencies in how Student Accounts Specialists handle accounts after they're referred to collection agency - exception rather than rules based inconsistency in how account is serviced after it is referred to collection agency	poor relationship with collection agencies	not effectively using existing technology resources		no existing college philosophy regarding extending credit inconsistent administration of extended credit: exception-based vs. rules-based vs. values-based

PROPOSED SOLUTION:

PEOPLE/ ORGANIZATION	CROSS-FUNCTIONAL WORKFLOW	TECHNOLOGY	PHYSICAL INFRASTRUCTURE	POLICIES/ PROCEDURES
training for SF! Ctr. Resource & Technical Representatives to include: 1. consistency in negotiating payment options 2. interpersonal - customer oriented skills 3. technical - financial planning	establish procedures & standards for relationship with collection agencies	identify tools for improved A/R management - tracking, monitoring establish understandable codes that are linked to A/R management revise programming to support revised credit policy		establish college credit philosophy re: 1. preferred payment methods 2. late fee & interest payments - when assessed 3. responsibility for collection servicing 4. prior credit history - approval required? revise policy based on philosophy clarify policy & appeal procedures for students converting to cash basis - limited charging privileges establish standards for special payment arrangements establish standards for minimum monthly payment explore incentives for credit card use revise procedure for collection account payments with Oregon Department of Revenue examine legal & contractual obligations w/ collection agencies

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Lane Community College - Process Redesign Project
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