qBlog

Apr 09
contributed by Foo Siew Mong, Office of Quality Management

Departments are assessed according to their capability of delivering distinction in service excellence.

Congratulations to the following three departments for winning the prestigious NUS Service Class in 2011.


NUSEDB-437
From left: A/Prof Tan Kay Chuan (Office of Quality Management), NUS President Prof Tan Chorh Chuan, Mr R Rajaram (Office of Admissions), Mr Allan Tan (Office of Housing Services) receiving the NUS Service Class Award from NUS President

Office of Housing Services (OHS)

Recipient of the NUS Service Class Recognition for Service Excellence
OHS segments their customers and uses many channels – surveys, feedback, meetings – to assess its level of customer satisfaction. The feedback provides actionable data useful for fine-tuning and enhancing service offerings, understanding current needs and issues for different customer groups, and prioritising issues for improvement. In addition, OHS has made use of technology to enable IT-based systems to collect information and encourage sharing and learning through many channels, including channels to solicit ideas and identify problems. This reinforces learning and service improvement.



Office of Housing Services

The leadership team has clear vision, mission and core values for the department, aiming towards ‘creating homes on campus’. The many years of collective service experience by the senior leadership demonstrate its passion and drive towards a strong customer service excellence and a people-oriented environment.

Office of Quality Management (OQM)

Recipient of the NUS Service Class Recognition for Service Excellence

OQM has put in place multiple mechanisms to measure the effectiveness of their services. Channels of customer feedback, both solicited and unsolicited, are reviewed and improvements to services are made where feasible. On account of its small pool of consultants and resources, OQM harnesses technology and leverages on its partners to support the ever-increasing demand for its services. This includes the use of electronic platforms such as qBlog, qKnowledge, OQM Corporate website, emails, NUS Staff Portal, q Journey, VOICES Café, MOTD, and OQM DMS.


PGP_6359
Office of Quality Management

OQM has strong leadership, planning and customer-focus management framework. The team has demonstrated its drive to set clear directions for the department, create customer focus, service emphasis, clear and visible values (‘LIVE’), and high expectations for OQM’s quality journey. They develop strategies, systems and methods for achieving excellence, stimulating ownership and learning, building knowledge and capabilities in their consultants.

Office of Admissions (OAM)

Recipient of the NUS Service Class Commitment to Service Excellence

The leadership team has clear vision, mission and core values for the department. The many years of collective experience by the senior leadership team enables it to demonstrate passion and drive towards strong customer service excellence and a people-oriented environment. Its open style of management communication is well-liked by the staff.



Office of Admissions

OAM sets clear customer touch points performance standards and provides customers with easy access to information, conduct business and make feedback, through multiple channels such as its convenient location, call centre, RightNow email system, and website.

Application to NUS Service Class 2012 is now open to all offices. For more information, visit the Staff Portal.

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>