> I agree. It sounds like lack of documented processes and leadership oversight have made that corner of the organization a kind of personal fiefdom of the administrative staff.

There are lots of problems with the way universities are set up, but, from the point of view of a faculty member and, I suspect, also that of a student, "more leadership oversight" would solve none of them. (Unless it was accompanied by a change of university leadership from those who think of a university primarily as a business, to those who think of a university primarily as a university. I have only spent a long time at one university, so it is possible that this problem is peculiar to my university, but my impression from talking to my colleagues is that it is not.)