INTERNAL PROCESS FLOWS

Process Flow Index

This page contains the full index of operational process workflows used across the UCT English Language Centre. Each diagram outlines the standard sequence of actions, notifications, and responsibilities for key administrative and student-facing processes.

These workflows are designed to promote consistency, transparency, and accountability across all departments. They serve as the reference point for how each process should be run and provide clarity on handovers between teams.

Use the list below to access the relevant process flow for your task. Always refer to the most recent version and report any corrections or updates to the Centre Manager.

Download Key to Process Workflows

GROUP LESSON BOOKING

PRIVATE LESSON BOOKING

(A)	Private – Direct – Automated – In-person
(B)	Private – Direct – Manual – In-person
(C)	Private – Local Agent – In-person
(D)	Private – Non-Local Agent – In-person
(E)	Private – Corporate – In-person
(F)	Private – Direct – Automated – Online
(G)	Private – Direct – Manual – Online
(H)	Private – Local Agent – Online
(I)	Private – Non-Local Agent – Online
(J)	Private – Corporate – Online
(K)	All Mini-Groups

ACCOMMODATION BOOKING

(A)	Direct – Automated – Yellow House or Studio Apartment
(B)	Direct – Manual – Yellow House or Studio Apartment
(C)	Local Agent – Yellow House or Studio Apartment
(D)	Non-local Agent – Yellow House or Studio Apartment
(E)	Corporate – Yellow House or Studio Apartment
(F)	Direct – Automated – Homestay
(G)	Direct – Manual – Homestay
(H)	Local Agent – Homestay
(I)	Non-Local Agent – Homestay
(J)	Corporate – Homestay
(K)	Direct – Automated – Aparthotel
(L)	Direct – Manual – Aparthotel
(M)	Local Agent – Aparthotel
(N)	Non-Local Agent – Aparthotel
(O)	Corporate – Aparthotel

STUDENT SUPPORT REQUESTS

(A)	Course Change – Take a Course Break
(B)	Course Change – Extend Course
(C)	Course Change – Reduce or Cancel Course
(D)	Course Change – Change Course Type
(E)	Course Change – Change Course Start Date
(F1)	Course Change – Change Number of Lessons (Upgrade)
(F2)	Course Change – Change Number of Lessons (Downgrade)
(G)	Course Change – Change Afternoon Class
(H)	Course Change – Request Document
(I)	Academic Support – Change my Level
(J)	Academic Support – Discuss my Progress
(K)	Academic Support – Tell us you'll be Absent
(L)	First Day – Change Course Type
(M)	First Day – Extend Course
(N)	First Day – Reduce or Cancel Course
(O)	First Day – Change Number of Lessons

RECEIVING PAYMENTS

(0.1)	In-person Payment Sub-process
(0.2)	In-bank Payment Sub-process
(A)	Deposit – Direct – Automated
(B)	Deposit – Direct – Manual
(C)	Full Balance – Direct – Automated
(D)	Full Balance – Direct – Manual
(E)	First Week Overdue Collections
(F)	Second Week Overdue Collections
(G)	Instalments – Automated
(H)	Instalments – Manual
(I)	Instalments Overdue Collections

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INTERNAL PROCESS FLOWS

Process Flow Index

(A)	Direct – Automated – In-person – Group
(B)	Direct – Manual – In-person – Group
(C)	Local Agent – In-person – Group
(D)	Non-local Agent – In-person – Group
(E)	Corporate – In-person – Group