<?xml version="1.0" encoding="UTF-8"?>
<bpmn:definitions xmlns:bpmn="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" id="Defs_AW_20" targetNamespace="http://mbru.ac.ae/iol/workflows">
<bpmn:collaboration id="Collab_AW_20"><bpmn:participant id="Participant_AW_20" name="AW-20 Non-Academic Complaints Handling" processRef="Process_AW_20"/></bpmn:collaboration>
<bpmn:process id="Process_AW_20" isExecutable="false"><bpmn:laneSet id="LaneSet_AW_20"><bpmn:lane id="Lane_AW_20_0" name="Complainant"><bpmn:flowNodeRef>Start_AW_20</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_AW_20_1</bpmn:flowNodeRef></bpmn:lane><bpmn:lane id="Lane_AW_20_1" name="Complaints Officer"><bpmn:flowNodeRef>Task_AW_20_2</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_AW_20_3</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_AW_20_7</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_AW_20_9</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_AW_20_10</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_AW_20_3</bpmn:flowNodeRef><bpmn:flowNodeRef>EndX_AW_20_3</bpmn:flowNodeRef><bpmn:flowNodeRef>End_AW_20</bpmn:flowNodeRef></bpmn:lane><bpmn:lane id="Lane_AW_20_2" name="Head of the area complained about"><bpmn:flowNodeRef>Task_AW_20_4</bpmn:flowNodeRef><bpmn:flowNodeRef>Task_AW_20_5</bpmn:flowNodeRef></bpmn:lane><bpmn:lane id="Lane_AW_20_3" name="Investigating Officer"></bpmn:lane><bpmn:lane id="Lane_AW_20_4" name="Senior Director, IoL"><bpmn:flowNodeRef>Task_AW_20_6</bpmn:flowNodeRef></bpmn:lane><bpmn:lane id="Lane_AW_20_5" name="MBRU complaints function"><bpmn:flowNodeRef>Task_AW_20_8</bpmn:flowNodeRef><bpmn:flowNodeRef>Gw_AW_20_8</bpmn:flowNodeRef><bpmn:flowNodeRef>EndX_AW_20_8</bpmn:flowNodeRef></bpmn:lane></bpmn:laneSet><bpmn:startEvent id="Start_AW_20" name="An expression of dissatisfaction received by any channel: desk (AW-18), web form"><bpmn:messageEventDefinition/></bpmn:startEvent><bpmn:userTask id="Task_AW_20_1" name="1. Receive and log"/><bpmn:textAnnotation id="Ctrl_AW_20_1"><bpmn:text>CONTROL</bpmn:text></bpmn:textAnnotation><bpmn:association id="Ctrl_AW_20_1_a" sourceRef="Task_AW_20_1" targetRef="Ctrl_AW_20_1"/><bpmn:userTask id="Task_AW_20_2" name="2. Acknowledge"/><bpmn:userTask id="Task_AW_20_3" name="3. Categorise and confirm the boundary"/><bpmn:exclusiveGateway id="Gw_AW_20_3" name="OK?"/><bpmn:endEvent id="EndX_AW_20_3" name="Return or route to exception"/><bpmn:userTask id="Task_AW_20_4" name="4. Stage 1: local resolution"/><bpmn:textAnnotation id="Ctrl_AW_20_4"><bpmn:text>CONTROL</bpmn:text></bpmn:textAnnotation><bpmn:association id="Ctrl_AW_20_4_a" sourceRef="Task_AW_20_4" targetRef="Ctrl_AW_20_4"/><bpmn:userTask id="Task_AW_20_5" name="5. Stage 2: formal investigation"/><bpmn:textAnnotation id="Ctrl_AW_20_5"><bpmn:text>CONTROL</bpmn:text></bpmn:textAnnotation><bpmn:association id="Ctrl_AW_20_5_a" sourceRef="Task_AW_20_5" targetRef="Ctrl_AW_20_5"/><bpmn:userTask id="Task_AW_20_6" name="6. Decide the outcome and remedy"/><bpmn:textAnnotation id="Ctrl_AW_20_6"><bpmn:text>CONTROL</bpmn:text></bpmn:textAnnotation><bpmn:association id="Ctrl_AW_20_6_a" sourceRef="Task_AW_20_6" targetRef="Ctrl_AW_20_6"/><bpmn:userTask id="Task_AW_20_7" name="7. Communicate"/><bpmn:userTask id="Task_AW_20_8" name="8. Stage 3: escalation"/><bpmn:exclusiveGateway id="Gw_AW_20_8" name="OK?"/><bpmn:endEvent id="EndX_AW_20_8" name="Return or route to exception"/><bpmn:userTask id="Task_AW_20_9" name="9. Capture the learning"/><bpmn:textAnnotation id="Ctrl_AW_20_9"><bpmn:text>CONTROL</bpmn:text></bpmn:textAnnotation><bpmn:association id="Ctrl_AW_20_9_a" sourceRef="Task_AW_20_9" targetRef="Ctrl_AW_20_9"/><bpmn:userTask id="Task_AW_20_10" name="10. Report trends"/><bpmn:endEvent id="End_AW_20" name="Complaint closed with an outcome communicated, any remedy delivered, learning ca"/><bpmn:sequenceFlow id="Flow_AW_20_1a" sourceRef="Start_AW_20" targetRef="Task_AW_20_1"/><bpmn:sequenceFlow id="Flow_AW_20_2a" sourceRef="Task_AW_20_1" targetRef="Task_AW_20_2"/><bpmn:sequenceFlow id="Flow_AW_20_3a" sourceRef="Task_AW_20_2" targetRef="Task_AW_20_3"/><bpmn:sequenceFlow id="Flow_AW_20_3g" sourceRef="Task_AW_20_3" targetRef="Gw_AW_20_3"/><bpmn:sequenceFlow id="Flow_AW_20_3x" name="no" sourceRef="Gw_AW_20_3" targetRef="EndX_AW_20_3"/><bpmn:sequenceFlow id="Flow_AW_20_4a" sourceRef="Gw_AW_20_3" targetRef="Task_AW_20_4"/><bpmn:sequenceFlow id="Flow_AW_20_5a" sourceRef="Task_AW_20_4" targetRef="Task_AW_20_5"/><bpmn:sequenceFlow id="Flow_AW_20_6a" sourceRef="Task_AW_20_5" targetRef="Task_AW_20_6"/><bpmn:sequenceFlow id="Flow_AW_20_7a" sourceRef="Task_AW_20_6" targetRef="Task_AW_20_7"/><bpmn:sequenceFlow id="Flow_AW_20_8a" sourceRef="Task_AW_20_7" targetRef="Task_AW_20_8"/><bpmn:sequenceFlow id="Flow_AW_20_8g" sourceRef="Task_AW_20_8" targetRef="Gw_AW_20_8"/><bpmn:sequenceFlow id="Flow_AW_20_8x" name="no" sourceRef="Gw_AW_20_8" targetRef="EndX_AW_20_8"/><bpmn:sequenceFlow id="Flow_AW_20_9a" sourceRef="Gw_AW_20_8" targetRef="Task_AW_20_9"/><bpmn:sequenceFlow id="Flow_AW_20_10a" sourceRef="Task_AW_20_9" targetRef="Task_AW_20_10"/><bpmn:sequenceFlow id="Flow_AW_20_end" sourceRef="Task_AW_20_10" targetRef="End_AW_20"/></bpmn:process>
<bpmndi:BPMNDiagram id="Diagram_AW_20"><bpmndi:BPMNPlane id="Plane_AW_20" bpmnElement="Collab_AW_20"><bpmndi:BPMNShape id="Start_AW_20_di" bpmnElement="Start_AW_20"><dc:Bounds x="110" y="102.0" width="36" height="36"/><bpmndi:BPMNLabel/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_1_di" bpmnElement="Task_AW_20_1"><dc:Bounds x="200" y="88.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Ctrl_AW_20_1_di" bpmnElement="Ctrl_AW_20_1"><dc:Bounds x="290" y="58.0" width="70" height="24"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_2_di" bpmnElement="Task_AW_20_2"><dc:Bounds x="380" y="208.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_3_di" bpmnElement="Task_AW_20_3"><dc:Bounds x="560" y="208.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Gw_AW_20_3_di" bpmnElement="Gw_AW_20_3"><dc:Bounds x="710" y="215.0" width="50" height="50"/><bpmndi:BPMNLabel/></bpmndi:BPMNShape><bpmndi:BPMNShape id="EndX_AW_20_3_di" bpmnElement="EndX_AW_20_3"><dc:Bounds x="717" y="285.0" width="36" height="36"/><bpmndi:BPMNLabel/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_4_di" bpmnElement="Task_AW_20_4"><dc:Bounds x="820" y="328.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Ctrl_AW_20_4_di" bpmnElement="Ctrl_AW_20_4"><dc:Bounds x="910" y="298.0" width="70" height="24"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_5_di" bpmnElement="Task_AW_20_5"><dc:Bounds x="1000" y="328.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Ctrl_AW_20_5_di" bpmnElement="Ctrl_AW_20_5"><dc:Bounds x="1090" y="298.0" width="70" height="24"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_6_di" bpmnElement="Task_AW_20_6"><dc:Bounds x="1180" y="568.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Ctrl_AW_20_6_di" bpmnElement="Ctrl_AW_20_6"><dc:Bounds x="1270" y="538.0" width="70" height="24"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_7_di" bpmnElement="Task_AW_20_7"><dc:Bounds x="1360" y="208.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_8_di" bpmnElement="Task_AW_20_8"><dc:Bounds x="1540" y="688.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Gw_AW_20_8_di" bpmnElement="Gw_AW_20_8"><dc:Bounds x="1690" y="695.0" width="50" height="50"/><bpmndi:BPMNLabel/></bpmndi:BPMNShape><bpmndi:BPMNShape id="EndX_AW_20_8_di" bpmnElement="EndX_AW_20_8"><dc:Bounds x="1697" y="765.0" width="36" height="36"/><bpmndi:BPMNLabel/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_9_di" bpmnElement="Task_AW_20_9"><dc:Bounds x="1800" y="208.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Ctrl_AW_20_9_di" bpmnElement="Ctrl_AW_20_9"><dc:Bounds x="1890" y="178.0" width="70" height="24"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Task_AW_20_10_di" bpmnElement="Task_AW_20_10"><dc:Bounds x="1980" y="208.0" width="130" height="64"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="End_AW_20_di" bpmnElement="End_AW_20"><dc:Bounds x="2160" y="222.0" width="36" height="36"/><bpmndi:BPMNLabel/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Lane_AW_20_0_di" bpmnElement="Lane_AW_20_0"><dc:Bounds x="80" y="60" width="2200" height="120"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Lane_AW_20_1_di" bpmnElement="Lane_AW_20_1"><dc:Bounds x="80" y="180" width="2200" height="120"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Lane_AW_20_2_di" bpmnElement="Lane_AW_20_2"><dc:Bounds x="80" y="300" width="2200" height="120"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Lane_AW_20_3_di" bpmnElement="Lane_AW_20_3"><dc:Bounds x="80" y="420" width="2200" height="120"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Lane_AW_20_4_di" bpmnElement="Lane_AW_20_4"><dc:Bounds x="80" y="540" width="2200" height="120"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Lane_AW_20_5_di" bpmnElement="Lane_AW_20_5"><dc:Bounds x="80" y="660" width="2200" height="120"/></bpmndi:BPMNShape><bpmndi:BPMNShape id="Participant_AW_20_di" bpmnElement="Participant_AW_20" isExpanded="true"><dc:Bounds x="50" y="60" width="2230" height="720"/></bpmndi:BPMNShape><bpmndi:BPMNEdge id="Flow_AW_20_1a_di" bpmnElement="Flow_AW_20_1a"><di:waypoint x="146" y="120.0"/><di:waypoint x="200" y="120.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Ctrl_AW_20_1_a_di" bpmnElement="Ctrl_AW_20_1_a"><di:waypoint x="320" y="88.0"/><di:waypoint x="320" y="82.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_2a_di" bpmnElement="Flow_AW_20_2a"><di:waypoint x="330" y="120.0"/><di:waypoint x="350" y="120.0"/><di:waypoint x="350" y="240.0"/><di:waypoint x="380" y="240.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_3a_di" bpmnElement="Flow_AW_20_3a"><di:waypoint x="510" y="240.0"/><di:waypoint x="560" y="240.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_3g_di" bpmnElement="Flow_AW_20_3g"><di:waypoint x="690" y="240.0"/><di:waypoint x="710" y="240.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_3x_di" bpmnElement="Flow_AW_20_3x"><di:waypoint x="735" y="265.0"/><di:waypoint x="735" y="285.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_4a_di" bpmnElement="Flow_AW_20_4a"><di:waypoint x="760" y="240.0"/><di:waypoint x="780" y="240.0"/><di:waypoint x="780" y="360.0"/><di:waypoint x="820" y="360.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Ctrl_AW_20_4_a_di" bpmnElement="Ctrl_AW_20_4_a"><di:waypoint x="940" y="328.0"/><di:waypoint x="940" y="322.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_5a_di" bpmnElement="Flow_AW_20_5a"><di:waypoint x="950" y="360.0"/><di:waypoint x="1000" y="360.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Ctrl_AW_20_5_a_di" bpmnElement="Ctrl_AW_20_5_a"><di:waypoint x="1120" y="328.0"/><di:waypoint x="1120" y="322.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_6a_di" bpmnElement="Flow_AW_20_6a"><di:waypoint x="1130" y="360.0"/><di:waypoint x="1150" y="360.0"/><di:waypoint x="1150" y="600.0"/><di:waypoint x="1180" y="600.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Ctrl_AW_20_6_a_di" bpmnElement="Ctrl_AW_20_6_a"><di:waypoint x="1300" y="568.0"/><di:waypoint x="1300" y="562.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_7a_di" bpmnElement="Flow_AW_20_7a"><di:waypoint x="1310" y="600.0"/><di:waypoint x="1330" y="600.0"/><di:waypoint x="1330" y="240.0"/><di:waypoint x="1360" y="240.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_8a_di" bpmnElement="Flow_AW_20_8a"><di:waypoint x="1490" y="240.0"/><di:waypoint x="1510" y="240.0"/><di:waypoint x="1510" y="720.0"/><di:waypoint x="1540" y="720.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_8g_di" bpmnElement="Flow_AW_20_8g"><di:waypoint x="1670" y="720.0"/><di:waypoint x="1690" y="720.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_8x_di" bpmnElement="Flow_AW_20_8x"><di:waypoint x="1715" y="745.0"/><di:waypoint x="1715" y="765.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_9a_di" bpmnElement="Flow_AW_20_9a"><di:waypoint x="1740" y="720.0"/><di:waypoint x="1760" y="720.0"/><di:waypoint x="1760" y="240.0"/><di:waypoint x="1800" y="240.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Ctrl_AW_20_9_a_di" bpmnElement="Ctrl_AW_20_9_a"><di:waypoint x="1920" y="208.0"/><di:waypoint x="1920" y="202.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_10a_di" bpmnElement="Flow_AW_20_10a"><di:waypoint x="1930" y="240.0"/><di:waypoint x="1980" y="240.0"/></bpmndi:BPMNEdge><bpmndi:BPMNEdge id="Flow_AW_20_end_di" bpmnElement="Flow_AW_20_end"><di:waypoint x="2110" y="240.0"/><di:waypoint x="2160" y="240.0"/></bpmndi:BPMNEdge></bpmndi:BPMNPlane></bpmndi:BPMNDiagram>
</bpmn:definitions>