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

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

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

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

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 (2
nd
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
• 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
• Highlight coordinator and manager names if there are
no errors
• Audited- replace initials with “x” after auditing
• QA notes- Specify error and correction
• QA Reviewed- your initials
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.

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
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
names in black
• Highlight coordinator and manager names if there
are no errors
• Audited- Replace initials with an “x” after auditing
• QA Reviewed- Initial after auditing
• QA Notes-Specify error and correction
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
• Date Added
• SystemID
• Student Name
• Activity Missing
• MC Name
• Manager Name
names in black
are no errors
• 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 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.
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
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
are no errors
• Audited by QA -replace your initials with an “x”
after auditing
• Reason for Error
JOB AID Gen Ed Transfer Credit Evaluation
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
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)
• Highlight coordinator and manager names if
there are no errors
• Audited by QA -replace your initials with an “x”
after auditing
• Reason for Error
SOP Transfer Credit Evaluation for Master’s Students
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.
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.
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)

High School Validation Report Auditing/Population Guidelines
HS Validation Weekly 12:00pm Monday EOB Thursday
• Date Added
• Manager Name
• SyStudentID
• MC Name
• Student Name
there are no errors
• Sign off with initials in QA Reviewed column
• QA Notes (Pending Tab - reason student was
dropped)
SOP High School Validation (Registrar)
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
Missing Programs Weekly 12:00pm Monday EOB Monday
• Date Added
• Student Name
• SyStudentID
• Degree
• Manager Name
• MC Name
• Date Error Occurred
• In QA Notes column describe when error occurred.
(e.g., upon enrollment, program change, etc.)
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
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
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”
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”:

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”:
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”
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”
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
Returning Students Daily 12:00pm Daily EOB Daily
• Date Added
• SyStudentID
• Student Name
• MC Name
• Manager Name
names in black
• Highlight coordinator and manager names if there are
no errors
• Reason - Summarize the reason in this column (e.g., out
over a year, registrar hold, etc.).
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 3
rd
/4
th
courses and did not have Completed File activity closed, Identity
Management etc.
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
Returning Students Daily 12:00pm Daily EOB Daily
• 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
there are no errors
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
Enrolled Students Daily 12:00pm Daily EOB Daily
• Date Enrolled
• New Status
• Student Name
• SyStudentID
• MC (MC tab only)
• Start Date (TRC tab only)
• Manager Name
there are no errors
• GSC- Mark if student’s Previous Education states
First Time.
• Unrelated Errors
SOP Enrolling Degree Seeking Applicants (Matriculation), SOP Re-eval Re-apply Activity (Matriculation), SOP
Enrolled and Returning Students Report (QA Lead)
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
TN Doc Reports Weekly 12:00pm Monday EOB Monday
• (Report data in Email and MSL
worksheets only)
• Date Added
• Student Name
• SyStudentID
• Start Date
• TRC Name
• Manager Name
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)
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 5
th
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 10
th
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.
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
Returning Students Weekly 12:00pm Tuesday EOB Thursday
• Date Added
• Student Name
• SyStudentID
• MC Name
• Manager Name
there are no errors
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.
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 ManagerQA ManagerQA ManagerQA Manager
Pre Loads Doc Master
List Workbook (SOP,
Email and Job Aid)
Review in CR Folder
once status is updated to
PCR (Pending Comm
Review)
If approved, update status to
CR, sign off on QA Manager
Review, update date status
change and status
Create Enhancement
ticket with 5 approved
SOPs per day
Once Approved, forward
email to Registrar SOP
to be posted
If changes are required, update
status to Review, detail info in
QA Notes, update date status
change and status, move doc
to Review folder, notify QA
lead via email
Managers (Gen)Managers (Gen)Managers (Gen)Managers (Gen)
Review Doc Master List for
assignments (only populate
"black" fields)
Upon initial review, copy the document
from the Final Folder and place into the
Pending Folder. Populate Current Status
to Pending and update Date Status
Change and Status fields.
Once the review is complete, move the
document to the Review folder and
update the current status to Review.
Include any notes and workgroup
members. Update date status change
and status.
If changes are required after the QA review,
you will be notified via email. The SOP will
be placed back into the Pending folder and
status changed to Pending. Follow previous
step following the latest review.
If no changes are required, QA Manager
will submit to Comm Review. Once it is
approved by Comm Review you will be
notified via email once it is posted to Insite.
If the document is new, add it to the correct sheet in
the Master Sheet Workbook (SOP, Email, Job Aid).
QA Name should be your assigned QA Lead.
QA LeadsQA LeadsQA LeadsQA Leads Review Docs in
Review Status
Unhide hidden
columns for
populating data
If approved, update status to
PCR, input Last Date QA
Reviewed, Update Date Status
Change and Status, applicable
QA Notes and move the
Document to the Comm Review
Folder
If approved by QA
manager, manager
submits to Comm
Review. Once it is
approved by Comm
Review email is reviewed
through Registrar SOP.
Lead reviews email and
populates the documents on
Insite, updates the Master List
to Final, puts final copy of
document in Final folder and
emails manager(s) that they
have been uploaded. Archive
older version of SOP.
If changes are required, update
status to Pending, detail info in
QA Notes, Update Date Status
Change and Status, move
document to Pending Folder,
notify manager via email.
ProcessProcessProcessProcess
FlowFlowFlowFlow Pending Review PCR CR Final
DocumentDocumentDocumentDocument
ReviewReviewReviewReview
ProcessProcessProcessProcess
37

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
Date
Status
Change3 Status3
Date
Status
Change4 Status4
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

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