quality assurance training manual

REGISTRAR QUALITY ASSURANCE DEPARTMENT

TRAINING MANUAL

TABLE OF CONTENTS

INTRODUCTION

Mission & Vision Statements Quality Assurance I Description Quality Assurance II Description Quality Assurance Analyst Description

REPORT GUIDELINES

Report Overview Group Reports

Enrollment Verification FERPA Grade Change No DP/Completed File Waivers-Math Waivers-Masters

Individual Reports High School Validation Missing Programs Provisional Email Re-Entry Not OK Returning LDA TN Enrolled TN 5 &10 Week TN Re-Entry

QA II/ANALYST PROCESSES

Document Review Process Document Master List Overview

Standard Operating Procedures/Job Aids SOP Rubric SOP Style Guide SOP Cheat Sheet SOP Template Job Aid Template

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Dear (New Employee Name):

I’d like to personally welcome you to the Quality Assurance Department! We are thrilled that you have joined our growing family and I trust that this letter finds you mutually excited about your new position.

As mentioned during the interviews, while your new position reports to me, I’d like to welcome you on behalf of all the team. Each of us will play a role to ensure a smooth integration into the department.

You will meet with me to discuss your transition and to learn about specific role related topics. You’ll also meet with several coworkers for training so you can get a feel for the overall work of the department.

You should find a majority of what you need to be successful within this training manual. If you have questions, please call me or any of your fellow teammates at any time, or send an email if that is more convenient. We pride ourselves on having a strong team dynamic, so please do not hesitate to lean on your co-workers for support and encouragement. We are so excited to have you on board.

Best Regards,

Aimee Slade Quality Assurance Manager

http://www.ashford.edu/index.htm

Introduction

Vision Statement

The Quality Assurance department is dedicated to supporting students, staff, and management with an efficient and excellent structure for addressing the changing environment of the Registrar’s Office.

Mission Statement

The Quality Assurance department upholds the integrity of Ashford University policies and ensures students the highest level of service through the management of processes, auditing, reporting and attentiveness to industry standards.

Quality Assurance Lead

The Quality Assurance department is supported by a dynamic team of individuals, conversant in Registrar policies and procedures. The position requires exceptional communication and analytical skills.

The Quality Assurance department is committed to continuous improvement through assessment and planning. This is demonstrated through the dedication of each team member to the mission of the department.

The role of the Quality Assurance Lead is essential to this commitment – each individual enhances the capacity of the department to achieve established goals, and ultimately the mission.

Specifically, this is accomplished through the regular completion of the following:

• Accuracy of written processes (SOPs)

• Audits

• Reports

• Awareness and consideration of industry standards and regulations.

Quality Assurance Lead I

The Quality Assurance Lead I position is a full-time employment opportunity. The Quality Assurance Lead I is a member of the Quality Assurance team, responsible for assisting in the fulfillment of department goals through various job duties, including auditing Registrar processes, providing feedback to Registrar staff, generating reports and conducting limited analysis of Registrar performance data. The Quality Assurance Lead I reports to the Quality Assurance Manager in the Registrar’s Office.

Essential Job Duties:

• Ensure quality practices in all aspects of the department by performing audits of student’s files throughout the student’s lifecycle. • Audit work of Registrar staff members, including Matriculation, Admission, Student Records Coordinators, and Articulation Specialists. • Assist in the maintenance of internal reporting practices. • Mentor staff members as necessary to promote best practices and high quality work in the Registrar’s Office. Additional Job Duties (include but are not limited to):

• Act as an informational resource for all Ashford policies and procedures as relevant to the Registrar’s office. • Conduct limited analysis of data collected by Quality Assurance reports. Core Competencies:

• Commitment to Mission: Aligns with the Core Values of Integrity, Ethics, and Service through behaviors that demonstrate a positive commitment to the customer and the organization. • Communication: Aligns with the Core Values of Service through oral and written communication skills and internal/external relationships. • Service: Encompasses the company’s core values of service; including service to the organization, customer community. • Personal Planning: Aligns with personal accountability and responsibility.

Quality Assurance Lead II

The Quality Assurance Lead II is a member of the Quality Assurance team, responsible for assisting in the fulfillment of department goals through various job duties, including auditing Registrar processes, providing feedback to Registrar staff, auditing reports, conducting limited analysis of Registrar performance data and collaborating with the Quality Assurance management team in the maintenance of Registrar Standard Operating Procedures. The Quality Assurance Lead II position reports to the Quality Assurance Manager in the Registrar’s Office.

Essential Job Duties: • Ensure quality practices in all aspects of the department by performing audits of student’s files

throughout the student’s lifecycle. • Audit work of Registrar staff members, including Matriculation, Admission, Student Records

Coordinators, and Articulation Specialists. • Assist in the maintenance of internal reporting practices. • Mentor staff members as necessary to promote best practices and high quality work in the

Registrar’s Office. • Assist in the quarterly review of departmental standard operating procedures for accuracy and

consistency. Additional Job Duties (include but are not limited to): • Act as an informational resource for all Ashford policies and procedures as relevant to the

Registrar’s office. • Conduct limited analysis of data collected by Quality Assurance reports. Core Competencies: • Commitment to Mission: Compassion, Accountability and Dependability • Communication: Informing and Judgment, Managing relationships • Service: Problem solving and decisions making, Drives for results • Personal Planning: Deadlines, Organizing and Priority Setting

Quality Assurance Analyst

The Quality Assurance Analyst is a member of the Quality Assurance team, responsible for assisting in the fulfillment of department goals through various job duties, including auditing Registrar processes, providing feedback to Registrar staff, generating reports, assisting in the maintenance of Registrar Standard Operating Procedures, and conducting extensive analysis of Registrar performance data.

Essential Job Duties:

• Ensure quality practices in all aspects of the department by performing audits of student’s files throughout the student’s lifecycle.

• Assist in the maintenance of internal reporting practices. • Assist in the quarterly review of departmental standard operating procedures for accuracy and

consistency. • Conduct extensive analysis of data collected by Quality Assurance reports to be incorporated

into quarterly assessment of Registrar’s Office. Additional Job Duties (include but are not limited to): • Act as an informational resource for all Ashford policies and procedures as relevant to the

Registrar’s office. • Mentor staff members as necessary to promote best practices and high quality work in the

Registrar’s Office. • Audit work of Registrar staff members, including Matriculation, Admission, Student Records

Coordinators, and Articulation Specialists. Core Competencies: • Commitment to Mission: Flexibility and Perseverance, Organizational Vision • Communication: Informing and Judgment, Managing relationships • Service: Problem solving and decisions making, Drives for results, Self/Professional Development • Personal Planning: Deadlines

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Report Overview

Deadline: All reports must be audited by 12pm on its assigned due date.

Group Reports All QA I and II Leads are responsible for auditing their assigned portion of the following reports: Due Tuesday:

• No DP/Completed File • Waivers

Due Wednesday

• FERPA • Enrollment Verification

Due Thursday

• Grade Changes Individual Reports Each QA I and II Lead will be assigned to at least one of the following reports to audit for a given period: Due Monday

• HS Validation • Missing Programs • TN Re-Entry • TN 5 & 10 Week

Due Tuesday

• Provisional Email Daily

• Re-Entry Not OK • Returning LDA • TN Enrolled

Analyst Reports QA Analysts are responsible for auditing the following reports: Due Tuesday

• SMART Track Due Thursday

• Military • Academically Disqualified • ACS TN Report

GROUP REPORTS

Enrollment Verification Report Auditing/Population Guidelines

Report Frequency Audit Deadline Manager Sign-Off Deadline Weekly 12:00 Wednesday EOB Friday

Data Populated at Report Generation Data Populated by Lead • Date Added • SRC • SyStudentID • Student Name

• Manager Name • If error found, place an ‘x’ in the

corresponding Error Category and leave the coordinator and manager names in black

• Highlight coordinator and manager names if there are no errors

• QA Notes- Specify error and correction

• Sign off with initials in QA Reviewed column

SOP(s) for Reference

SOP Enrollment Verification Forms (Student Records), Acceptable Form Versions Job Aid (Student Records), SOP Enrollment Verification Report (QA Lead), SOP Finance Enrollment Verifications (Student Records)

Data Audited/Populated by QA Lead:

TIP: Note that if the student does not mark any of the checkboxes on the form, then the SRC should default to the first checkbox. If the student marks both the first and second checkbox, then the SRC would default to the second checkbox. If the “Person/Agency To Whom Information May Be Released” section is blank, illegible, or missing information, then the SRC can default to sending the enrollment verification letter to the student, with a note specifying that the letter was not sent to the third party due to illegibility etc.

Information Requested for Release Checkboxes:

• First checkbox (Enrollment Status/Good Standing Letter) – include only the most current active dates of attendance and program.

• Second checkbox (Verification of Enrollment History) –include all dates of attendance whether the student is active or not. • SRC should include all dates of attendance for all multiple enrollment periods in the current

program. For example, if the student has multiple active and inactive enrollment periods in the current BA program, all enrollment periods in that program should be included.

• SRC should only include the dates of attendance for the current program if the student is an alumnus from the previous program. For example, if a student is a graduate from the AA program, and is currently in the BA program, then only enrollment periods from the current BA program should be included.

Additional Information:

• A maximum of one letter grade can be provided in an enrollment verification letter. • Enrolled Date should be the date that the first course begins.

• Graduation Date – should only be included if the student is in a Graduate status. If the student is in a Complete status, then only the academic requirements have been met. Ensure that the EV includes the following clause: At this point, the degree has not been conferred.

• If the “Authorization to Release” language located at the bottom of the form is illegible or missing, then the form should be processed as incomplete. Without that required language, the student’s signature is not bound to an agreement, and FERPA rights in regards to the release of information are still in effect.

Error Category Correct Coordinator Process Error occurs when Should Not Have Been Processed

Legible student signature and date is on form. Note: The date can be digital, but the signature must be a “wet” signature. If a Third Party form is received, an authorization to release to the third party is included with the form or on file. EV request form version is acceptable. All demographic including Sys ID or Student ID must match what is on file. Exception: If student is not requesting the EVL to be sent to self, physical address does not need to match.

• An outdated EV Request form is submitted.

• Student signature and date on the form are not included or are illegible.

• Third party form is received, but there is no authorization to release to the third party signed by the student included with the form or otherwise on file.

• Demographic information or ID is incorrect. (Note: See Exception in the left column)

Date Error SRC completes an EV letter template including dates of attendance corresponding to the student’s request.

• Dates of attendance do not correspond to what the student requested.

• Enrolled Date is incorrect – commonly due to use of the “Enroll Date” on the enrollment screen, or the “Expected Start” date on the student master screen.

• Dropped attendance dates are not included when student requests Enrollment History (2nd checkbox).

• Dates of attendance do not reflect the student’s current (or requested) program.

Program Error SRC includes the student’s current (or most recent, if not in an active status) program, along with any specializations, concentrations, or minors. Program must be spelled out entirely.

• Incorrect program is used in EVL • Letter does not include

specializations/concentrations/minors if applicable

• Program is abbreviated (MBA should be spelled out as “Master of Business Administration”)

Activity Error If request is complete and approved, SRC closes the 58 SR Enrollment Verification Request activity as Successful in his/her name with notes. If request is denied/incomplete, activity is closed as Unsuccessful. In the Comments field, note if the EV was emailed, mailed, or faxed, the person/agency it was sent to, and the fax number/email address/address. EV requests which have Dept. of Veteran Affairs listed in the “Person/Agency To Whom Information May Be Released” field should be forwarded to Tasha Pyse and noted in activity.

• SRC closes the activity as Successful when it should be Unsuccessful.

• Activity is closed under AU Default, Student Records Coord.

• No/incorrect notes in activity.

Doc Error SRC changes the EV Request document status to On File if the form is approved. If the form is not approved, SRC changes the document status to Incomplete. Please note that the SRC does not have any control over the EVL document in the Document Tracker. These documents are automatically moved to an On File status by Doc Imaging when received. Note: EVL document may not be in Document Tracker if request was rushed. There are no notes required in the Comments section of either document.

• Approved EV Request document is in a status other than On File

• An attached form has not been scanned along with the EV Letter.

Other Content All information requested is listed in the EV letter (if permitted to release) and/or third party request forms.

• Incorrect information other than dates or program is included in EVL (e.g., remaining degree requirement are incorrect).

• All information requested by the student is not included in the EV letter (unless it is information Student Records is not permitted to release).

• General information in EVL is inaccurate (e.g., SRC states AU uses a semester calendar system; however, we are non-term based).

FERPA Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline FERPA Weekly 12:00pm Wednesday EOB Friday

Data Populated at Report Generation Data Populated by Lead • Date Added • SRC Name • SyStudentID • Student Name • Type of Form

• Manager Name • If error found, place an ‘x’ in the corresponding Error

Category and leave the coordinator and manager names in black


• Audited- replace initials with “x” after auditing • QA notes- Specify error and correction • QA Reviewed- your initials

SOP(s) for Reference SOP Education Tuition Program Form (Student Records), SOP FERPA Non-Disclosure Form (Student Records), SOP Authorization to Release Student Records (Student Records, SOP FERPA Reports (QA Lead), Acceptable Form Versions Job Aid (Student Records), SOP Power of Attorney (Student Records)


TIP: Each form has a paragraph that goes in the document tracker and activity. The paragraphs can be found on the SOPs.

Forms: • Authorization to Release Student Records –the purpose of release does not need to be completed.

o Ashford University employees are permitted to speak with the following individual concerning the student's record. Require individual to verify their contact information and relationship as noted in this activity.

o Insert Name o Insert Contact Number and/or Address o Insert Relationship o Insert Information to be Released o Insert 5 Digit ID (2 alpha and 3 numeric) –BBB number can be replaced for the 5 Digit ID

• Education Tuition Program –The form should be in the beneficiary’s (spouse or employee) file.

o Ashford University employees are permitted to release all educational information to: Bridgepoint Education, Department of Human Resources

• Power of Attorney – o Ashford University employees are permitted to accept documents signed by the following individual for the

student. However, without an Authorization to Release Student Records on file Ashford University employees can only release directory information to this individual.

o (Individual’s Name) o (Individual’s Contact Number) o (Individual’s Relationship to the Student) o Power of Attorney, (Type of Information to be Released), (Expiration Date)

• FERPA Non-Disclosure – be careful as to where the student signed the form o Ashford University employees are not permitted to speak with ANY individual concerning any part of the

student’s record, including directory information unless there is an Authorization to Release on file for that individual.

o Make sure that the data block indicated on the Student Master Screen is checked. There should be a F on the student’s master screen.

Error Category Correct Coordinator Process Error occurs when Should Not Have Been Processed

Form is complete including signature. Form version is acceptable.

• Form is not signed or missing other information.

• Form version is out dated.

Activity Error SRC closes his/her activity as Successful or Unsuccessful depending on whether the request is approved or denied. The Comments section of the activity should list the appropriate release information per the document. SRC should incomplete the request if the request form is missing any information or the form version is out of date.

• Activity closed under AU Default • Activity is closed incorrectly (e.g.

closed as Successful, but request is incomplete).

• Education Tuition Program is for the spouse but is processed for the employee.

Doc Error SRC changes the document status to On File or

Incomplete depending on whether the request is approved or incomplete. The Comments section of the document should list the appropriate release information per the document. SRC should incomplete the request if the request form is incomplete in any way or the form version completed is out of date.

• Document is in Pending status or status does not match review result (e.g., request is approved, but document is in Incomplete status).

• Document is not in the Document Tracker.

• Document should be “On File”

Notes All notes in the doc tracker and activity should match what the student wrote on the form.

• Any mismatch between the information on the form and in the comments section of the doc tracker and activity then mark this column.

Grade Change Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline

Grades Weekly 12:00 Thursday EOB Friday Data Populated at Report Generation Data Populated by QA Lead • Date Added • SRC • Student Name • Type of Form • OldVal • NewVal • Course • School Status • SyStudentID • Term

• Manager Name • If error found, place an ‘x’ in the corresponding Error



• Audited- Replace initials with an “x” after auditing • QA Reviewed- Initial after auditing • QA Notes-Specify error and correction

SOP(s) for Reference SOP Grade Change Process (Student Records), SOP Incomplete Grade Request (Student Records), Acceptable Form Versions Job Aid (Student Records), SOP Grade Change Report (QA Lead)


TIP: If there is an administrative change (e.g. A to an ON/A), the Administrative Grade Change Request Form must be submitted by a manager. An instructor may submit a grade change through email; however, the SRC must copy and paste the full text of this email (including header information) into a Grade Change Request activity. The email must come from the faculty member’s Ashford issued email address. A grade change may be processed by the eCollege Report. The student will not have a grade change form; however, check the eCollege Report to ensure the grade was changed appropriately. Administrative Grade Change Request Form – must have an updated version form Grade Change Request Form – all versions are acceptable Error Category Correct Process Error Occurs When Should Not Have Been Processed

Miscellaneous errors. • Incorrect form used and approved (e.g. Grade Change Request form used for an administrative change).

• Incomplete Grades are not processed appropriately per the I Grade process.

• Form is incomplete. Must include the student’s name, the new grade value, and a reason why the grade change is needed.

Change Incorrect SRC receives a grade change request form from an instructor or staff member and changes the grade in the student’s Final Grades folder in CVue per the information on the request form.

• New grade does not match grade on request form.

• Course changed does not match the form – check both the course number and dates taken.

Activity Error SRC adds a 58 SR Grade Change activity and either writes notes or copies and pastes the form in the activity. If there is a 58 SR Incomplete Grade activity pending for the course requested to change, the SRC should close that activity with notes.

• No notes or incomplete notes in activity.

• The 58 SR Grade Change activity is not setup/not closed appropriately.

• 58 SR Incomplete Grade activity still pending (for changes from an I grade).

Doc Error SRC will scan the form to DI. The Grade Change document should be flipped to ‘On File’ in the student’s Document Tracker.

• No Grade Change document in the Document Tracker. Review these errors on Thursday before 12 – if the document is in the Document Tracker, remove this error from the workbook.

No DP/Completed File Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline

Returning Students Weekly 12:00 Tuesday EOB Thursday Data Populated at Report Generation Data Populated by Lead

• Date Added • SystemID • Student Name • Activity Missing

• MC Name • Manager Name • If error found, place an ‘x’ in the corresponding Error



• Courses Attempted- put the # of courses attempted if the Completed File or DP activity is indeed missing (include courses with grades of A, B, C, and Ds only).

• Activity Already Reset- put an X in this category if you see that the “missing” activity was already set up again.

• Reason Cancelled/Not Added • QA Reviewed-your initials • QA Notes (optional)

SOP(s) for Reference SOP Re-Eval Re-apply Activity, SOP Re-Eval Re-entry Activity, SOP Re-eval Re-start Activity, SOP Degree Change

Note: Completed Files and DPs were once completed through the Status History before the activities were created (in or before 2007). Please check the Status History in any older enrollments to see if the DP was already completed. If so, in the New Master tab, add the student ID, student name, type of missing activity, and an X in the DP Completed column. This will keep the student from populating in future reports.

Old Master Tab

If an X is placed in this column by the QA Analyst, confirm if a DP has already been done for this student or that a new one is not necessary. If a new DP is necessary, audit as usual. If a new DP is not necessary, add the student information to the New Master tab. Then, find the student on the Old Master tab and delete the information.

Data Audited/Populated by QA Lead: Error Category Correct Coordinator Process Error occurs when Re-entry/Attendance Appeal Pending or Not Added

MCs are prompted by the following activities to check for cancelled Completed File and MC File Reviewed/DP Complete activities and re-setup as necessary:

• 18 MC Attendance Appeal Approved

• 18 MC Re-Eval for Re-apply (or Re-Entry or Re-start)

• 18 MC Catalog Change Update If any of these activities are pending or missing, this indicates that the MC may not have made an error, but the missing activity will still need to be added.

None of these activities were added so the MC did not know to set it back up. If so, mark an X in this column and make a note in the QA notes: “Prompt Activity Not Added.”

Waivers-Math Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline Enrolled Students Weekly 12:00pm Tuesday EOB Friday

Data Populated at Report Generation

Data Populated by Lead

• Date Added • Student Name • Course Waiver Added • SyStudentID • Program Version • MC

• Manager • If Program Version is incorrect, update to correct version (ALAAXX, BA_XX) • If error found, place an ‘x’ in the corresponding

Error Category and leave the coordinator and manager names in black


• Audited by QA -replace your initials with an “x” after auditing • Reason for Error • QA Reviewed- Initial after auditing

SOP(s) for Reference JOB AID Gen Ed Transfer Credit Evaluation


Error Category Correct Coordinator Process Error occurs when Waiver Requirements Not Met

Math 222 (M2) can be waived by transferring in a College Algebra or higher. Statistics may be used only if in Math department. Examples: College Algebra, Pre-Calculus, Calculus Look up: Intermediate Algebra, College Algebra and Trigonometry, College Math, Algebra for College Students, course sequencing, etc.

• Statistics course in STATS department is transferred

• Pre-Algebra is transferred • Remedial/Developmental math

course is transferred • Course content does not meet the

requirements.

Granted for Wrong Program

The waiver can only be granted for program versions of 11 or later. Examples: BA_11, ALAA_11

• Waiver is granted for 10 or older versions

Transferred Incorrectly

Course that satisfies waiver should be transferred as “Mathematical” in the Transfer Credit Screen. Waiver is applying correctly on Degree Progress Report.

• M2 course is transferred as “-Mathematics” (which is for 10 versions or older)

• Waiver is not showing up on DPR

Course Not Unscheduled/Deleted

Math 221 (M1) and Math 222 (M2) and/or GE Mathematical should be deleted from schedule before adding waiver.

• Math 221 and/or Math 222 or GE Mathematical is still in the schedule (either in Future or Scheduled)

Waivers- Masters Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline Enrolled Students Weekly 12:00pm Tuesday EOB Thursday

Data Populated at Report Generation

Data Populated by Lead

• Date Added • Student Name • Course Waiver Added • SyStudentID • Program Version • MC Name

• Manager Name • If Program Version is incorrect, update to correct version (ALMBAXX, MPAXX) • If error found, place an ‘x’ in the corresponding



• Audited by QA -replace your initials with an “x” after auditing • Reason for Error • QA Reviewed- Initial after auditing

SOP(s) for Reference SOP Transfer Credit Evaluation for Master’s Students


Error Category Correct Coordinator Process Error occurs when Waiver Requirements Not Met

MBA (11 version): BUS 591 may be waived for students with official transcripts indicating that they have earned a Bachelor’s degree in Business, Business Administration, Accounting, Finance, or Economics OR have successfully completed undergraduate or graduate coursework in accounting or finance with a grade of “C” or higher. MAT 540 may be waived for students who successfully completed undergraduate or graduate coursework in statistics, business statistics, or quantitative methods with a grade of “C” or higher. MBA (10 version and prior) or MPA: BUS 599 may be waived for students with official transcripts indicating that they have earned a Bachelor’s in Business, Business Administration, Accounting, Economics OR have successfully completed undergraduate coursework in Economics, Accounting, and Finance with a grade of “C” or higher. TIP: If the student is a multiple enrollment, check the schedule to see if the course used to satisfy the waiver can be found in the previous program.

For BUS 591: • An appropriate degree or

neither of the two possible courses is not found.

• Student did not earn a C or higher in the course used to satisfy the waiver. For MAT 540

• None of the possible courses are found.

• Student did not earn a C or higher in the course used to satisfy the waiver. For BUS 599:

• The appropriate degree or any of the 3 necessary courses are not found.

• Student did not earn a C or higher in all the necessary courses.

Granted for Wrong Program

The BUS 591 and MAT 540 waivers can only be granted for 11 MBA program version. Examples: MBA_11 The BUS 599 waiver can be granted for any MPA program versions and MBA program versions 10 and older. Examples: MPA_11, MBA_10 Alumni Verify If student has graduated from an Ashford undergraduate or graduate program and is entering into the MAOM, MBA, or MPA, the student may substitute BUS 600 with another course. MC adds the BUS 6XX placeholder.

• BUS 599 is granted for MBA 11 version

• BUS 591 or MAT 540 is granted for MBA version 10 or older.

• BUX 6XX is added for a program other than MAOM, MBA, or MPA.

Transferred Incorrectly

For Alumni Verify only: MC adds the BUS 6XX placeholder.

• BUS 600_WV is added instead of BUS 6XX.

Course Not Unscheduled/Deleted

MC unregisters and deletes the appropriate course from the schedule before adding the waiver or placeholder.

• BUS 599, BUS 591, MAT 540, or BUS 600 is still in the schedule (either in Future or Scheduled)

INDIVIDUAL REPORTS

High School Validation Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline HS Validation Weekly 12:00pm Monday EOB Thursday

Data Populated at Report Generation Data Populated by Lead • Date Added • Manager Name • SyStudentID • MC Name • Student Name

• If error found, place an ‘x’ in the corresponding Error Category and leave the coordinator and manager names in black


• Sign off with initials in QA Reviewed column • QA Notes (Pending Tab - reason student was

dropped) SOP(s) for Reference

SOP High School Validation (Registrar)


Error Category Correct Coordinator Process Error occurs when Appropriate Notes not Included( HS Validation Closed Tab)

MC documents the correspondence with the student within HS Validation activity or separate comment activity.

• There are no notes in the activity.

Not added to Student Group/ Unschedule (if appl.) ( HS Validation Closed Tab)

When the HS Validation activity is closed as unsuccessful the MC manager places student in the AU Registrar-Hold (Registration Only) hold group and unschedules the student from future courses.

• HS Validation activity is closed as unsuccessful and the student is not placed in the hold group.

• HS Validation activity is closed as unsuccessful and the student is not unscheduled from courses.

Appropriate Contact Notes not added ( HS Validation Closed Tab)

When the HS Validation activity is added for the MC, the MC will send the RA High School Validation email to the student. Additionally, appropriate notes of calling or emailing the student will be added in the HS Validation activity and/or a separate comment activity. Three attempts must be made and documented if unable to contact student.

• A RA High School Validation email was not sent to the student

• Contact notes not in activity. • If contact was not made, three

attempts were not noted.

If necessary, 28 AA-Request Schedule Change Not Added or DP not Pending ( HS Validation Closed Tab)

If a DP has been completed and 28 AA DP Completed/Schedule Change is closed prior to the HS Validation process, the MC needs to add a 28 AA-Request Schedule Change activity for the SA in order for the student’s schedule to be rebuilt.

• A 28 AA-Request Schedule Change activity is not added for the SA when a DP has already been completed and 28 AA DP Completed/Schedule Change is closed prior to the HS Validation process.

Overdue (HS Validation Pending Tab)

Check the Status History for the most recent drop/withdrawal and scroll to the right to find the reason code. Any reason other than “MIA” is not an error.

• The reason code for the most recent drop/withdrawal in the Status History shows “MIA”. The student was batch dropped.

Missing Programs

Location Report Frequency Audit Deadline Manager Sign-Off Deadline Missing Programs Weekly 12:00pm Monday EOB Monday

Data Populated at Report Generation Data Populated by Lead • Date Added • Student Name • SyStudentID • Degree

• Manager Name • MC Name • Date Error Occurred • Sign off with initials in QA Reviewed column • In QA Notes column describe when error occurred.

(e.g., upon enrollment, program change, etc.) SOP(s) for Reference

SOP Program Changes in CVue (Matriculation), SOP Enrolling Degree Seeking Applicants (Matriculation), SOP Missing Programs –QA Report (QA Lead)


TIP: Errors most commonly occur upon enrollment or during a program change, but may also

occur during Re-eval-Re-apply, Re-eval-Re-entry or a Re-eval Re-start activity. The date these

activities were processed will be the date error occurred.

• If unclear when error occurred, default to the last date that an MC processed an activity.

• If a program is now declared in the enrollment folder this is no longer an error.

Error Category Correct Coordinator Process Date Error Occurred Declared program is in the enrollment folder. QA Notes In the QA notes section add name of the

process/activity when the error occurred.

Provisional Email Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline Enrolled Students/

Provisionally Admitted Weekly 12:00 Tuesday EOB Thursday

Data Populated at Report Generation Data Populated by QA Lead • (Report data in Email and MSL

worksheets only) • Manager Name • QA Reviewed- Initial after auditing


SOP Enrolling Degree Seeking Applicants (Matriculation), SOP Provisional Email Report (Manager)


Specialized Vlookup Instructions:

1. In the Email tab, move the EventSubject column to the right of the SyStudentID column. 2. In the MSL tab, hide all columns except for the following: StudentName, SyStudentID, XCurrDesc,

ProgVersCode, and RA. 2.1. Insert a new column to the right of the SyStudentID column, and name it Email. This column will be used

for the Vlookup data. 3. Next, perform a Vlookup of the MSL tab against the Email tab. Specifically, compare the SyStudentID column

in the MSL tab to BOTH the SyStudentID and EventSubject columns in the Email tab. The formula should look similar to “=VLOOKUP(MSL!Q9,Email!L:M,2,FALSE).” Please note that the “2” located within the Vlookup formula allows the EventSubject column to be pulled into the Email column of the MSL tab.

4. Once the Vlookup has been completed, the rest of the report is special filtering in the MSL tab. QA Lead will populate filtered data onto the current tab.

Filtering Instructions:

1. #N/A in the Email column – student never received an email.

• Filter for: o #N/A

• Mark “x”: o “No Email Sent”

• Clear all filters 2. Associates students with the BA/MA Provisional Email – program/email mismatch.

• Filter for: o Program Version column= all associates programs o Email Sent column= 10 MC-Provisionally Admitted BA , 18 MC-TN Provisional Admission to

BA, and 18 MC-Provisionally Admitted MA

• Mark “x”: o “Program/Email Mismatch”

• Clear all filters 3. BA students with the AA/MA Provisional Email.

• Filter for: o Program Version column: all BA programs o Email Sent column= 18 MC-Provisionally Admitted to AA Program, 18 MC-Provisionally

Admitted to Master’s Program, 18 MC-TN Provisional Admission to AA

• Mark “x”:

o “Program/Email Mismatch”

• Clear all filters 4. Graduate students with the BA/AA Provisional Email.

• Filter for: o Program Version column: all Master’s programs o Email Sent column: 18 MC-Provisionally Admitted BA, 18 MC-Provisionally Admitted to AA

Program, 18 MC-TN Provisional Admission to BA, and 18 MC-TN Provisional Admission to AA

• Mark “x”: o “Program/Email Mismatch”

• Clear all filters 5. Orient sequence without Conditional Email.

• Filter for: o Course Sequence column: ORIENT+GSC o Email Sent column: all emails except 18 MC-Conditional Email

• Mark “x”: o “Course Sequence/Email Mismatch”

• Clear all filters 6. Non-Orient sequence with Conditional Email.

• Filter for: o Course Sequence column: all sequences except for ORIENT+GSC o Email Sent: 18 MC-Conditional Email

• Mark “x”: o “Course Sequence/Email Mismatch”

• Clear all filters

Error Category Correct Coordinator Process Error Occurs When No Email Sent Every student, upon enrollment into a degree-

seeking program, should receive an email notifying him/her of conditional or provisional admittance.

No email was sent.

Course Sequence / Email Mismatch

Students taking the Orientation course sequence (ORIENT+…) receive the 18 MC Conditional Email and all other course sequences receive the appropriate Provisional Admittance email.

Orientation students receive any other provisional email other than the 18 MC Conditional Email. Non-Orientation students receive the 18 MC Conditional Email.

Program / Email Mismatch

Provisionally admitted students receive a Provisional email specific to his/her degree level (i.e., Associate program students receive the 18 MC-Provisionally Admitted to AA Program email or, if a TN resident, 18 MC-TN Provisional Admission to AA email).

When students received any provisional email not specific to his/her program.

Re Entry Not OK Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline Returning Students Daily 12:00pm Daily EOB Daily

Data Populated at Report Generation Data Populated by Lead • Date Added • SyStudentID • Student Name

• MC Name • Manager Name • If error found, place an ‘x’ in the corresponding Error



• Sign off with initials in QA Reviewed column • Reason - Summarize the reason in this column (e.g., out

over a year, registrar hold, etc.). SOP(s) for Reference

SOP Re-eval Re-apply Activity (Matriculation), SOP Re-eval Re-entry Activity(Matriculation), SOP Re-eval Re-Start Activity (Matriculation), SOP Re-Entry Not Okay Report (QA Lead)


TIP: The 28 AA Re Entry not OK activities can be set up for a variety of reasons, so be sure to determine whether or not the student was eligible for re-entry before auditing and populating the columns listed below.

Common reasons for a student to be ineligible for re-entry include:

• Out Over a Year (OOY) - student’s LDA/most recent application date is more than one year of his/her scheduled return (ex. LDA 01/01/2011 and scheduled to return on 01/01/2012 this is considered OOY).

• Registration Hold – student is in a registration hold student group (student is okay to return if he/she is in any other hold group. Refer to the Student Groups Job Aid).

• Transcripts not Received – student needs to submit official college transcripts and/or proof of high school graduation. This can include TN residents for whom we have not received proof of graduation, students who reached the end of their 3rd/4th courses and did not have Completed File activity closed, Identity Management etc.

Error Category Correct Coordinator Process Error occurs when Duplicate Activity 18 MC Reeval for Re-Entry:

When this activity is closed as Unsuccessful the 28 AA Re Entry not OK activity auto-populates. 18 MC Reeval for Re-Apply/Re-Start: When this activity is closed as Unsuccessful the MC manually adds the 28 AA Re-Entry Not OK activity.

There is more than one 28 AA Reentry not OK activity pending for the Student Advisor (activity was auto-triggered and MC also set up the activity manually).

Note: These students will show up on the report twice. Delete the second entry that is on the report.

No Notes in Activity MC documents the reason as to why the student is not eligible to return in the 28 AA Re-Entry not OK.

There are no notes in the activity.

Hold Not Placed If the student is not okay to re-enter, the MC emails his/her manager to place the student in

Student has not been placed in a registration hold student group (AU –

a registration hold group. Registrar Hold). Not Unscheduled If the student is not okay to re-enter, the MC

emails his/her manager to unschedule the student from all courses.

There are courses in the student’s Schedule folder in Scheduled status.

Should Not Have Been Setup

MC should only set up the 28 AA Re Entry not OK if the student is attempting to re-enter and is not eligible for re-entry.

Student is eligible for re-entry Student is in a Drop or Never Attend status at the time the MC processes the Re-Entry/Re-Apply/Re-Start – the MC should cancel his/her activity.

SAP – the MC should check with the SAP team member regarding the student’s eligibility prior to processing the activity.

SAP clears the student

Out Over a Year (incorrectly calculated) – MC miscalculates/misreads the student’s LDA and/or scheduled date of return.

Returning LDA Report Auditing/Population Guidelines Location Report Frequency Audit Deadline Manager Sign-Off Deadline

Returning Students Daily 12:00pm Daily EOB Daily Data Populated at Report Generation Data Populated by Lead

• Date Added • Student Name • Application Date • SyStudentID • LDA

• MC Name • Manager Name • If error found, place an ‘x’ in the

corresponding Error Category and leave the coordinator and manager names in black


• Sign off with initials in QA Reviewed column • QA Notes (optional)

SOP(s) for Reference SOP Re-eval Re-apply Activity (Matriculation), SOP Re-eval Re-entry (Matriculation), SOP Re-eval Re-start Activity (Matriculation), SOP Out Over a Year Readmission Process (QA Lead); SOP Enrolled and Returning Students Report (QA Lead)

Tips

• Review the student’s LDA/Application Date against the next scheduled course in his/her schedule (return date). If the student is scheduled to return before the one year mark, he/she is okay to re-enter. Example:

o LDA/Application Date = 2/21/2011, Return date = 2/14/2012 student is OK to re-enter If this scenario occurs, delete the student from the report since the student is not OOY.

o LDA/Application Date = 2/21/2011, Return date = 2/21/2012 student is NOT OK to re-enter and will need to submit a new application

• Also review the student’s Contact Manager for any Review Admissions Criteria activities closed successfully within the past year (indicates student has submitted a new application and been readmitted per the appropriate process). If the student has submitted a new application and it has been processed, he/she is okay to re-enter.

o If this scenario occurs, delete the student from the report.

• If the student has multiple enrollments, check if the LDA is pulling from the previous enrollment. If so, check the current application date to determine if the student is out over a year.

o If the student is no longer considered “out over a year” due to the recent enrollment, delete the student from the report.

• Email manager if student is about to start class! These students need to be corrected ASAP.

• MC should be the one who closes the re-eval activity.

• If MC activity was pending but is now closed: o If correct highlight MC and manager names but remove the “x” in the Activity Pending column o If not correct move “x” to the column where the error occurred and leave MC and manager

names in black

• If new application is in but Review Admission Criteria is pending, the student is not ok to re enter at this time.


Error Category Correct Coordinator Process Error Occurs when Activity Pending If the MC has not yet closed his/her assigned MC’s activity is pending.

Re-eval for Re-apply, Re-start, or Re-entry activity, do not proceed with audit until the activity has been closed. Note: Check these students daily until the activities have been processed.

Note: Delete the “x” from the column once the MC closes the activity. If error found mark the appropriate error category. If no error is found, highlight the MC and Manager’s names.

Re-Entry Not OK Activity Not Set Up

If the student has been out of attendance for more than one year and has not submitted a new application, the MC closes his/her activity as Unsuccessful and sets up a 28 AA Reentry Not OK activity for the student’s SA.

28 AA Reentry Not OK activity not set up. (Only an error if the student has been out of attendance for one year or more without filling out a new application)

Hold not placed/Not Unscheduled

If the student has been out of attendance for more than one year and has not submitted a new application, the MC emails his/her manager to unschedule the student’s courses and place the student in a registration hold group.

Student has not been placed in a registration hold student group (AU – Registrar Hold) and/or student’s courses are still scheduled.

TN Enrolled Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline Enrolled Students Daily 12:00pm Daily EOB Daily

Data Populated at Report Generation Data Populated by Lead • Date Enrolled • New Status • Student Name • SyStudentID • MC (MC tab only) • Start Date (TRC tab only)

• Manager Name • If error found, place an ‘x’ in the corresponding



• GSC- Mark if student’s Previous Education states First Time.

• Sign off with initials in QA Reviewed column • QA Notes (optional) • Unrelated Errors


SOP Enrolling Degree Seeking Applicants (Matriculation), SOP Re-eval Re-apply Activity (Matriculation), SOP Enrolled and Returning Students Report (QA Lead)


Error Category Correct Coordinator Process Error occurs when HS Notes not in First Request Activity (MC Tab)

MC places full high school notes in 18 AC First Request activity. (Full notes include: Name of school and address)

• No notes or incorrect notes in 18 AC First Request activity

• MC puts notes in TMS and not in first request activity (only applies for students enrolled after 1/26/2012)

Promoted in TMS (MC Tab)

N/A - this will always be an error • MC promoted high school in TMS

Correct TN Email not sent (MC Tab)

MC sets up the 18 MC TN Provisional Admission to AA or 18 MC TN Provisional Admission to BA email activity in CampusVue. (Or the MC set up the 18 MC Conditional Email for Orientation students)

• MC sets up a regular Provisionally Admitted email activity (if the MC sets up both the regular and TN Provisional email activities, do not mark as an error)

• MC does not set up the 18 MC TN Provisional Admission to AA or 18 MC TN Provisional Admission to BA email activity (for non-Orientation students)

TN HS Follow Up Not Setup (MC Tab)

The AC – TN HS Transcript Follow Up should be set to Pending or Successful in the student’s Contact History in CVue.

• There is no AC – TN HS Transcript Follow Up in the student’s Contact History

• The AC –TN HS Transcript Follow Up activity is in Cancelled status there are no other AC – TN HS Transcript Follow Up activities in Pending or Successful status

Student Fully Admitted (MC Tab)

If a student is a “no-school” (has no college transcripts to request), the MC should still leave the RA - Completed File activity in Pending status in the student’s Contact History, so that the TRC may request the student’s official high school records.

• The RA – Completed File and MC DP Reviewed/File Complete activities have been closed and there is no official proof of graduation in the Documents folder in CVue.

• If the MC closed these activities, but there is a new RA – Completed File activity set to Pending, also check for an Apology email in the student’s Contact History – this indicates that the MC caught and resolved the error, do not mark as an error in this report.

HS not Promoted in TMS (TRC Tab)

TRC promotes high school in students TMS record

• TRC does not promote high school in TMS Note: TRCs are allotted 48 hours to complete 18 AC-First Request activities. If the high school has not been promoted and the 48 hours has elapsed, it is an error. This tab will be audited 3 business days after the Date Enrolled.

TN 5 & 10 Week Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline TN Doc Reports Weekly 12:00pm Monday EOB Monday

Data Populated at Report Generation Data Populated by Lead • (Report data in Email and MSL

worksheets only) • Date Added • Student Name • SyStudentID • Start Date • TRC Name • Manager Name • Sign off with initials in QA Reviewed column

SOP(s) for Reference SOP Transfer Records Coordinator Follow Up Process (Transfer Records), SOP High School Transcripts for TN Students- Requesting (Transfer Records), SOP TN Document Tracking Report (Quality Assurance)

Data Audited/Populated by QA Lead: In the Document tab:

• Insert 2 new columns to the right of the StartDate column. Title one 5 Week and the other 10 Week. • In the first cell below the header of the 5 Week column, insert the following formula: =StartDate+34. Copy

this formula into the rest of the cells in the 5 Week column. • In the first cell below the header of the 10 Week column, insert the following formula: =StartDate+69.

Copy this formula into the rest of the cells in the 10 Week column. • Select the header row of the worksheet and click the Filter button under the Data tab in the Excel ribbon. • In the 5 Week column, filter the report data to display only students who are currently in their 5th week

(i.e., display only the current week’s date). • In the STATUSDESC column, filter to remove Drop/Withdrawal, Cancel, and Never Attend statuses. • In the DOCSTATUS column, filter to display only Pending and Requested – Required statuses. • Copy and paste the filtered data into the 5 Week tab. Only the following columns are necessary: Date

Added, Student Name, SyStudentID, and Start Date. • Return to the Document worksheet and clear all filters in the worksheet by clicking Clear next to Filter in

the Data tab of the Excel ribbon. • In the 10 Week column, filter the report data to display only students who are currently in their 10th week

(i.e., display only the current week’s date). • In the STATUSDESC column, filter to remove Drop/Withdrawal, Cancel, Never Attend and Dismissed

statuses. • In the DOCSTATUS column, filter to display only Pending and Requested – Required statuses. • Copy and paste the filtered data into the 10 Week tab. Only the following columns are necessary: Date

Added, Student Name, SyStudentID, and Start Date. Audit the 5 and 10 Week students.

• For all students on the 5/10 Week tab: o Open the Advisor folder under the Contact Manager tab. o Type the name of the student’s assigned Transfer Records Coordinator (TRC) into the TRC column

and his/her manager’s name in the Manager column in the 5 Week worksheet. Error Category Correct Coordinator Process Error occurs when Unscheduled Y/N (10 Week sheet only)

If TN student’s POG has not been received by 10 weeks after his/her start date, the student is unscheduled from all courses by a TRM.

Student is still scheduled for courses. Note this is marked by a ‘Y’ or ‘N’, rather than an ‘x’ (like most reports).

TN Re-Entry Report Auditing/Population Guidelines

Location Report Frequency Audit Deadline Manager Sign-Off Deadline Returning Students Weekly 12:00pm Tuesday EOB Thursday Data Populated at Report Generation Data Populated by Lead • Date Added • Student Name • SyStudentID

• MC Name • Manager Name • If error found, place an ‘x’ in the corresponding



• Sign off with initials in QA Reviewed column SOP(s) for Reference

SOP TN Re-Entry Review Activity (Matriculation), TN Re-Entry Report (QA Lead)


• Filter the report data for the following criteria on Status Change tab: • For state, select only TN. • For Program Version, filter out any student in a Master program. • Perform a VLOOKUP to identify students who are missing the TN Resident High School Transcript

document: o In the TN Re-Entry Current Quarter workbook, click the Doc tab. Move the DOCSTATUS column

directly to the right of the SYSTUDENTID column. o In the Status Change worksheet, insert a new column to the right of the SYSTUDENTID column.

Title the column Compare. o In the first cell below the header for this column, insert a VLOOKUP formula to look for the value

in the SYSTUDENTID column in the same column in the Doc worksheet and return the value found in the DOCSTATUS column. If both reports were pasted into the workbook per their respective SOPs, with no additional spaces or changes, the formula should look similar to the following: =VLOOKUP(X220,Doc!P:Q,2,FALSE)

• Select the header row for the report data, and then click the Filter button under the Data tab in the Excel ribbon.

• Filter the report data to display only students whose Compare column displays a status other than On File. o Copy and paste the filtered data from the Status worksheet into the Current worksheet. Only the

following columns are necessary: Date Added, Student Name, and System ID. • Filter the Compare column to display a status of On File.

o Copy and paste the filtered data from the Status worksheet into the Current worksheet. Only the following columns are necessary: Date Added, Student Name, and System ID.

Error Category Correct Coordinator Process Error occurs when Document Not Added

A TN Resident High School Transcript document should be automatically added in the Document Tracker for all TN students upon enrollment (if the student moves to TN after enrollment, this will not be the case).

The TN Resident High School Transcript document is not added to the Document Tracker. Found by performing Vlookup in Excel (N/A).

Document Status Not Correct

If POG has been met, the TN Resident High School Transcript document should be flipped to On File.

POG has been met but the TN Resident High school Transcript document is not flipped to On File.

POG Not on File Before being allowed to re-enter, the student There is no official proof of graduation in

must submit official proof of high school graduation, if not already on file. Proof of graduation can include: • Official high school transcript • Official GED test scores • Official college transcripts indicating

completion of a 2 year program • Official WES/ECE evaluation

demonstrating US high school equivalency.

the student’s Document Tracker (Pending, Requested – Required).

Re-Entry Not Ok Not Set Up

If the student has not provided official proof of high school graduation, he/she may not re-enter until official records are submitted and MC should close his/her re-entry activity as Unsuccessful, triggering the Re-Entry Not Okay activity for the SA.

The MC closes his/her re-entry activity as Successful.

QA

II/AN

AL

YST

PR

OC

ESSE

S

QA ManagerQA ManagerQA ManagerQA ManagerPre Loads Doc MasterList Workbook (SOP,Email and Job Aid)

Review in CR Folderonce status is updated toPCR (Pending CommReview)

If approved, update status toCR, sign off on QA ManagerReview, update date statuschange and status

Create Enhancementticket with 5 approvedSOPs per day

Once Approved, forwardemail to Registrar SOPto be posted

If changes are required, updatestatus to Review, detail info inQA Notes, update date statuschange and status, move docto Review folder, notify QAlead via email

Managers (Gen)Managers (Gen)Managers (Gen)Managers (Gen)Review Doc Master List forassignments (only populate"black" fields)

Upon initial review, copy the documentfrom the Final Folder and place into thePending Folder. Populate Current Statusto Pending and update Date StatusChange and Status fields.

Once the review is complete, move thedocument to the Review folder andupdate the current status to Review.Include any notes and workgroupmembers. Update date status changeand status.

If changes are required after the QA review,you will be notified via email. The SOP willbe placed back into the Pending folder andstatus changed to Pending. Follow previousstep following the latest review.If no changes are required, QA Managerwill submit to Comm Review. Once it isapproved by Comm Review you will benotified via email once it is posted to Insite.

If the document is new, add it to the correct sheet inthe Master Sheet Workbook (SOP, Email, Job Aid).QA Name should be your assigned QA Lead.

QA LeadsQA LeadsQA LeadsQA Leads Review Docs inReview Status

Unhide hiddencolumns forpopulating data

If approved, update status toPCR, input Last Date QAReviewed, Update Date StatusChange and Status, applicableQA Notes and move theDocument to the Comm ReviewFolder

If approved by QAmanager, managersubmits to CommReview. Once it isapproved by CommReview email is reviewedthrough Registrar SOP.

Lead reviews email andpopulates the documents onInsite, updates the Master Listto Final, puts final copy ofdocument in Final folder andemails manager(s) that theyhave been uploaded. Archiveolder version of SOP.

If changes are required, updatestatus to Pending, detail info inQA Notes, Update Date StatusChange and Status, movedocument to Pending Folder,notify manager via email.

ProcessProcessProcessProcessFlowFlowFlowFlow Pending Review PCR CR Final

DocumentDocumentDocumentDocumentReviewReviewReviewReviewProcessProcessProcessProcess

37

http://www.mindmeister.com/images/v4/zoomable/opener_minus.png?20017






Document Master List

• Created by QA Manager for each quarter.

• Each Manager is assigned to a group of SOPs, Job Aids, and Emails for review, listed in its respective tab.

o Those that are highlighted in GREEN are mandatory for review per quarter. o Those with Recommended Updates are mandatory for review per quarter. These will be

marked with an “x” in the Recommended Updates column.

• Documents are only added if they are new and the manager assigns it to his/her designated QA Lead listed in the “Manager_Lead Assignments” tab.

• Columns labeled in bold black letters are columns editable by QA lead and/or manager.

Manager Title Department

Title Change

(new title) QA

Due Date

Rec. Updates

Work Group

Current Status Notes

Title Change (new title): This will later transfer as the new title in the next quarter’s Doc Master List. Rec. Updates: An “X” is placed here if there are Recommended Updates for the document. Ensure these updates are included by the manager in the document. Workgroup: Those who helped the Manager update the document. Current Status: Pending- Manager is currently working on this document; in Pending folder. Review-Document is now ready for QA Lead to review; in Review folder.

PCR- Pending Comm. Review; QA Lead is finished reviewing and document is ready for QA Manager to review; in Sent to Comm Review folder.

CR- Currently in Comm. Review; in Sent to Comm Review folder. Final- Approved by Comm Review, in Final Folder. Notes: Manager’s notes

Date Status Change Status

Date Status Change2 Status2



Each time the status is changed, the Manager and/or QA Lead must update: Date Status Change: Date when the status is changed.

Status: The status being changed to. The latest status should also match the Current Status column.

For QA Lead only:

Last Date QA Reviewed

Rubric Score

QA Manager Review

Submitted to CR

Approved by CR QA Notes

Last Date QA Reviewed Rubric Score QA Manager Review Submitted to CR: Date QA manager send document to CR Approved by CR: Date ticket was sent back from CR QA Notes: Note everything that took place with this Document (e.g., why it was put back in Pending for Manager, etc.) Recommended Updates tab:

Document Manager

Title

Department Update Requested By

Date Completed By Date

Update: Recommended Update Date: Date update was added Completed by: Manager who added update to document Date: Date Manager added update to document

SOP Style Guide Area Description Good Example Bad Example

File Name Save with doc type title date initials

EMAIL Skip Traces 1.6.12 AS Email Skip Traces 1.6.12

Numbering Use the numbering system with the period after the number

1., 1.1., 1.1.1., 1.1.2. 1., a., b., Or I. i. ii., iii.

Italics Do not use Refer to the Grade Change SOP Refer to the Grade Change SOP

Quotations

Quotations are not needed unless it is verbal communication, catalog language, or specific written notes in activities

58 SR-In School Deferment; click Save; call student and say, “Hi my name is Aimee.”; write in the document “approved”

“58 SR-In School Deferment” or click “Save”

A or the Include, full sentences Call the student Call student

Additional notes that are not directions or steps

Include it in the step with which it is associated

1 Save and an activity will populate for the SA or 1 Save. An activity will then populate for the SA.

1 Save 1.1 An activity will auto populate for the SA.

Field names Capitalize the name of the button Press Save; click Activities Press save, click activities

Capitalizations

Only capitalize proper nouns, names, or exact titles. Exception: Step 1 (step should always be in caps)

Bring it to your manager; Matriculation Manager is a title and is OK; when you receive a transcript

Bring it to your Manager; When you receive a Transcript

Abbreviations Spell out at the first use and list abbreviation in parenthesis

1 The Matriculation Coordinator (MC) pulls the file

1 The MC pulls the file

Commonly used Terms/Words

InSite; CVue; ImageNow; Pre-Grad; eCollege; Pre-Eval; Pre-Grad; Re-Apply; Re-Entry; Reevaluation

Insite, CVu, Image Now, Pre Grad; ecollege; PreEval; Pre Grad; Reapply; Reentry; Re-Evaluation

Undergrad/Grad/Graduate/Undergrad/UG You can use any forms, it is not considered an abbreviation

Lists Use bullets, not numbers or steps

Periods and punctuation

There should be a period at the end of every step except for lists unless the step is introducing a list or list of steps, you use a colon

1 Contact the student. Review the following areas:

1 Contact the student

Created by Registrar’s Office, AS, 2/6/2012, CR# 200953

SOP Document

Internal Use Only.

P&I Filename: 1 of 2 Form Date: 05/2010

Organization: Ashford University University of the Rockies Bridgepoint Modality: Online Campus

SOP Name: Name goes here

Purpose: Explain what this SOP does. Do not include the staff member’s name. For example: This process explains how to evaluate a student’s transcript.

SOP Number: P&I Assigned Version: P&I Assigned

Created By (Dept): Registrar or Learning and Development (ok to use initials like L&D)

Effective Date: If this is just a format update, use the current date and check final Final Projected

Internal Policy Location: The location of the internal policy connected with the procedure (e.g., catalog, handbook, website).

Use Frequency: Daily, Weekly, Monthly etc.

Depts/Users: Registrar/SRC or MC or AC . It is ok to use initials here for the staff member who completes this process.

Process (Use outline format to list detailed steps necessary to perform the procedure. See outline example below or delete text and use Microsoft numbering feature. Do not use bullets.) 1. SOP Name

1.1. In the name portion, do not include a dash between ‘SOP’ and the name. 1.2. Do not include the staff member’s name in the title, like “AC” or “MC”. The Depts/Users section has this

information. 2. Format

2.1. Locate the ‘Home’ tab. 2.1.1. In the box titled ‘Paragraph’, click on the dropdown arrow next to the icon titled ‘Multilevel List’.

2.1.1.1. Select the formatting option that looks like this one. The first number will appear below Process.

General Approved By: P&I Assigned Approved Date: P&I Assigned

Type: New, Revised, Updated etc Compliance/Regulation: For example: FERPA Owner Name(s): Associate Director level or above Owner Title(s): Author Name:

You! Assigned Manager (Changes each quarter)

Author Title: Workgroup Members: Anyone who helped write it, including other departments if applicable

Supplemental

Systems Referenced:

Ashford Website CVUE ImageNow Intranet

Internet Shared Drive

Online Classroom Student Portal REAP TMS Rockies Website Other (Specify):

Reference Docs/ Resources:

Any additional resources or items referenced in this SOP. This could be job aids, e-mail templates, or other SOPs.

Reports: Any reports used in this process or generated by this process.

Contacts: On separate lines, list the names of people the staff can contact with questions about this process. Also list their extensions. These are usually the same people as the workgroup members, but not necessarily.

Check all boxes that apply

Check ‘AU’

Check ‘Online’

Comment [mk1]: If this phrase appears in the template you are using, please delete it.

SOP Document

Internal Use Only.

P&I Filename: 2 of 2 Form Date: 05/2010

Monitor (QA Process) Monitor Frequency: Daily Weekly Monthly Quarterly Annually As Needed

Process to ensure SOP is being followed:

Explain how this process is audited, the amount of the audit etc. For example: MC Leads monitor 20% of the degree pathways completed by MCs on a weekly basis to ensure this process is followed.

Check the appropriate box

Created by Department Name, Date Created/Revised, CR# (If it is a new Job Aid, a Communications Review number will be assigned during the review process).

Job Aid Title For internal use only

Audience: List the departments who will reference this Job Aid Purpose: Identify the purpose of this Job Aid

http://www.ashford.edu/index.htm