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THRUST 5

SERVICE EXCELLENCE

Generally, what an organisation can accomplish rests with the quality of its
denizens. In the case of a university, it is the manifestation of the quality
of its management and professionals, the academics and administrative
staff. While acknowledging the importance of human talent, this Strategic
Plan also emphasizes on the digital aspects, where information technology
is integrated in every aspect of work. These aspects are enshrined in three
dimensions of Thrust 5 on Service Excellence, i.e., academic scholarship,
service delivery, and achievement and recognition. Specifically, academic
scholarship relates to the academic strength of the University, such as
its international staff, staff with PhD qualifications as well as staff with
industrial experience and professional qualifications. Service delivery
focuses on the capability of the administrative staff, process quality and
connected campus, while the achievement and recognition dimension
dwells on stewardship and leadership of the staff at both national and
international levels. These dimensions are focused on achieving the
objective of Thrust 5, i.e., quality service delivery, which subsequently can
propel UUM as a management reference centre. In this regard, four KPIs
and 65 PIs are used to measure this Thrust.

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