Attendees, Scope of Meeting Workshop Outline Attendees, Scope of Meeting

Overview of All Workshops Course Instance Management Inc. Room Allocation Workshop 2 Course Booking / Registration Inc. Accommodation Workshop 3 Course Instance Cancellation Inc. Refunds Workshop 4 Handling credit bearing students Inc. Assessment and Certification Workshop 5 Customer / Student Records Inc. Monitoring attendance Workshop 6 Finance / Human Resources / Tutor Records Management Workshop 7 Course creation, validation and reflection Inc. Fee Structure Theme – Customer Experience Theme – Reporting and Management Information

Workshop 1 Course Instance Management Inc. Room Allocation Attendees Teaching Office, Finance, HR, and Operations Team Entry Point Course has been validated and approved Processes Covered Enter new or amend existing course details Create Course Instance (offer) Breakdown of Course Instance into Teaching Weeks Allocation of Rooms for individual weeks Allocation of Tutors for individual weeks Course Instance Publishing Assign Fees for Course Instance Maintenance of Course Instance Exit Point Course Instance is published and ready for registrations

Workshop 2 Course Booking / Registration Inc. Accommodation Attendees Registration Team, Student Support and Teaching Office Entry Point Course Instance has been published and ready for registrations Processes Covered Finding a course Signing up/in as an OLL customer Selecting it for registration (add to basket) Checking eligibility for discounts Making payment for the registration Handling reasonable adjustments (disability requirements) Managing waiting lists Booking accommodation/managing space/unused space Registration Team front office equivalent processes for walk in customers Exit Point Customer is registered for course and payment has been received

Workshop 3 Course Instance Cancellation Inc. Refunds Attendees Course Organisers, Finance Team, Human Resources, Registration Team, Teaching Office and Rooming Entry Point Decision is made to withdraw a course instance or cancel due to low enrolments Processes Covered Remove course instance from website Notify tutors, students of cancellation Refund and Credit processes for customers Adjust payments for tutors, taking into account impact on guaranteed hours Accommodation cancellation Cancel room allocations Offer alternative courses / course instances Tracking reasons for cancellation/impact Exit Point Cancellation has been notified to all parties, credits/refunds have been handled

Workshop 4 Credit bearing students Inc. Assessment Attendees Registration Team, Student Support and Teaching Office Entry Point Customer indicate they wish to study for credit Processes Covered Creating student record and mapping customer to student Student matriculation and card application Enrolling student on Course Instance (EUCLID) Managing assessment, hand-ins, marking, collation of marks and exam boards External examiners Returning assessment results (EUCLID and Customer) Producing documentation Exit Point Student has been created, enrolled on EUCLID course instance, assessment inc exam boards complete, assessment returned and documentation produced

Workshop 5 Customer / Student Records Inc. Monitoring attendance Attendees Registration Team, Student Support and Teaching Office Entry Point Customers are registered on Course Instance Processes Covered Class list production Recording attendance Updating student details Student credit account for use in future sessions Maintaining secure notes for student support Reporting/viewing student history Managing marketing preferences Promotion of other relevant courses? Amazon recommends style Exit Point Course teaching is complete and ready for closure of the course instance

Workshop 6 Finance / Human Resources /Tutor Records Management Attendees Finance, Human Resources and Teaching Office Entry Point Live Course Instances are in progress or complete Processes Covered Course Instance level information in order to calculate payment/wages for tutors Integration with HTBN staff payment system (eTime) or production of staff payment summary for manual entry Payments received from customers offline or online reconciliation against a Course Instance Calculation of credit or payment of refunds for any customers that have unenrolled for the Course Instances Reconciliation of discounts, payments and costs to allow calculation of overall Course Instance cost/profit Exit Point Payments have been received from customers, tutors have been paid, any other expenses have been paid and Finance can reconcile accounts

Workshop 7 Course creation, validation and reflection Inc Workshop 7 Course creation, validation and reflection Inc. Fee Structure Attendees Course Organisers, Management Team and Teaching Office Entry Point Course Instance has completed or New Course Proposal Processes Covered Student feedback – collection and analysis Course monitoring process Programme management for new year Review process for repeating Courses Determining the credit value and validating a Course Version control for Courses for minor amendments over the years it is run for Ensuring that the correct version has been approved and being offered Release of course material so that a Course could be approved but not advertised until a later date Controlling permissions on Course creation allowing users to create draft Courses and allow management of the process Setting fees and discounts for a course or year/semester Management reporting requirements Exit Point Course is validated and ready for creation Course Instance creation