Provision of transcripts and certificates at the time of graduation, a normal expectation in higher education in developed countries, was a challenge in the case-study university, which risked affecting stakeholder satisfaction and student enrollment. A group problem-solving method was used to identify the scope of the problem, the goal, and to decide on an appropriate process. The process enabled distribution of student documents close to the time of graduation and earned much positive feedback. Subsequent group evaluation of the process allowed for refinement of the process with the aims of reducing errors and increasing program coverage.