Case Study : Problem

The Open University has over 150,000 students. They all have to complete a Registration Agreement to confirm their course choice and pay their fees.

The Registration and Fees Centre were satisfied with the form for simple cases (approximately 60%). But some of the complex types - unusual methods of payment, or requiring supporting documents such as evidence of financial circumstances or sponsorship - were taking too long to deal with. Also, about 5% of forms had to go back to the students for extra information: delay for the student and double processing costs for the University.

All examples are © Open University, used with permission

Further Information

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© Effortmark Limited, all rights reserved. Last updated: 29 March 2004