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Business Process Management: Profiting From Process by Roger T. Burlton

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Stanford University’s Financial Aid Office

Providing financial aid to students is a critical issue for Stanford University because the university is proud of its academic and athletic achievements. To maintain its national leadership and reputation, Stanford has to continue to attract the world’s top students despite the high cost of tuition, books, and lodging. This cost amounted to more than $30,000 annually per student when revision of the financial aid office started in 1995, and is higher now. This case will focus on the transformation that the office went through, and the results achieved by moving to a process-organized approach.

About the Financial Aid Office

The mission of Stanford’s Financial Aid Office (FAO) is “to assess the financial ...

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