The document discusses the use of Viable Systems Modelling (VSM) to analyze management systems and identify areas for improvement. It applies the VSM approach to model the student application, enrollment, and registration processes at an educational institution. The models show how each process is currently managed and highlight communications and control issues. Key recommendations include developing a fully online enrollment system that automatically populates core student data across information sub-systems and eliminating manual transcription of application information. In conclusion, the VSM models provide representations of current practice to inform discussions about improving management systems during a period of institutional merger.

1. Information Management Cybernetics
Viable Systems Modelling
The use of Viable Systems Modelling (VSM) recognises that management systems are
built up of self managing sub-systems that interact with the wider organisational systems
that surround them. The key success factor for any management sub-system is that it
should be viable in its own right and able to self-manage, given appropriate support
services and resources.
The value of the VSM approach is that it specifically addresses the issues of
communications and control capacity in the management system. It seeks to balance the
high and low complexity components of the system through structures that ensure
requisite variety. It is for this reason that it falls within the scope of the transdisciplinary
approach of cybernetics.
What this means in practice is that the low capacity and complexity of management has
to be amplified to meet the control and communications requirements of the system
being managed. Equally, the high complexity of the information being received by
managers about the system operations needs to be attenuated for them to be able to
absorb that information and respond in an effective way.
The benefit of modelling the management system in this way is that in easily identifies
communications and control problems that impact on management effectiveness.
Typically; communications and control bottlenecks that prevent organisational goals
being met in a timely and cost-effective way.
The VSM model is recursive, in that each sub-system has the same general
management structure with the communications and control capacity to successfully
perform its management role. This is represented diagramatically in the student
information management systems shown in the examples below with the Viable System
on the right hand side and the management Environment with which it interacts on the
left.
Viable Systems Models: The Student Application, Enrolment and Registration
Processes
The structure of the VSM models that follow are derived from the series of interviews
conducted with the stakeholders involved with the management activities concerned.
The purpose of each model is to stimulate and inform a discussion about the
management processes involved with a view to identifying opportunities for
improvement.
The focus in the models is on communications and control capacity. The questions to be
asked are:
• Are the requisite communications and control chanels in place?
• Do the channels have the capacity to deliver their intended outcomes?
• Does the system balance the differential complexities effectively?
The comments made following each management process representation address these
issues.

2. 1a. The Full Time (UCAS) Student Application Process
Institution
Prospectus Student Decision
and
Information
from UCAS Chosen Course
Application
Personal
Guidelines Online User
UCAS Record
and support Interface
UCAS
Register of
Applicants
UCAS MR
Registration
UCAS
Application UCAS MA
Records Application
Application
Environment
Comments:
• Process: The application process is managed by the potential student and
carried out with assistance (when needed) from institutional advisers and UCAS
guidelines;
• Management: The process represents a self-contained management activity
controlled by the prospective student;
• Requirements: An intuitive interface and process for non-technical users with
clear feedback on successful completion and process outcomes/results;
• Current System: The current system is provided by UCAS with information and
application management by the institution. The student applies and receives a
decision through the UCAS website;
• Areas for Improvement: The present system is reported to work effectively and
efficiently from the student point of view. Bottlenecks occur when examination
results are published, particularly national A level results.

3. 1b. Non-UCAS Student Application Process
Institution
Prospectus Student Decision
Chosen Course
Application
Personal
Guidelines Online/Postal
Application Record
and support Application
Institutional
Register of
Applicants
Application MR
Registration
Institutional
Application Application MU
Records Upload
Application
Environment
Comments:
Process: The application process is managed by the potential student and
•
carried out either online or by submitting an application form by post;
• Management: The process involves the manual transcription of all application
data onto the institutional system by registry staff;
• Requirements: The system accommodates both online and postal applications
and caters primarily for part-time and overseas students;
Current System: Both online and postal applications are received in registry by
• either the UK admissions or overseas admissions sections and are manually
uploaded to the institutional applications database;
• Areas for Improvement: An online applications system that does not require
manual transcription of information would be a significant improvement.

4. 2. The Student Enrolment Process
Institution
Confirmed Student Decision
Offer
Chosen Course
Enrolment
Personal
Guidelines Online User
Enrolment Record
and support Interface
Approved
Login
Credentials
System ML
Login
Institution
Online Enrolment MC
Enrolment Completion
Service
Enrolment
Environment
Comments:
• Process: The enrolment process is managed by the potential student and carried
out with assistance (when needed) from institutional advisers;
• Management: The process represents a self-contained management activity
controlled by the prospective student;
• Requirements: An intuitive interface and process for non-technical users with
clear feedback on successful completion and process outcomes/results;
• Current System: The current online system for self-enrolment by students is
reported to work effectively and efficiently;
• Areas for Improvement: No specific system improvements identified. It is
recommended that the system be used for all student enrolment modes including
part-time and international students.

5. 3. The Student Registration Process
Management Verification
Completed
Student
Enrolment Chosen Course
Registration
Student Semi-
Registration Record Linked automated
Systems Processes
Unique MID
Approved Student ID
Student
Credentials
ID Card MIC
Issue
Moodle
Login
Moodle MM
Account
Library
Account
Library ML
Account
Institution
and SLC
Accounts
Finance MF
Account
Faculty
Records
Student MS
File
Registration
Environment

6. Comments:
• Process: Student registration occurs when the enrolment process is completed
and approved;
• Management: Upon verification, a series of follow-on processes are triggered
which lead to the student support services being set up;
• Requirements: A complete and consistent semi-automated system that ensures
the sharing of all core student data, the inclusion and verification of additional
service data, and confirmation of successful completion to both management and
students;
• Current System: All the student registration systems stem from the completion of
the enrolment process by the student/staff and the verification of that enrolment.
The enrolment is either completed online by the student (mainly full-time
students) or is carried out by staff (mainly part-time and overseas students);
• Areas for Improvement: A fully online student based enrolment process that,
once verified by the institution, leads to the sharing of core student data with all
information sub-systems. This would range from the physical issuing of student
identity cards to the creation of their Moodle learning accounts.
Conclusions:
The various components of the student information management system become
populated following student enrolment and registration. It is at this stage that core data is
distributed to each of the support systems and outcomes, such as student identity cards
and system registrations are issued.
The VSM models are presented as representations of current management practice and
indicate the extent to which they fulfill their roles. It is hoped that they will contribute to
discussions about improved systems and practice as the institution progresses with its
merger process.