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5
THRUST
Service Excellence

THRUST 5: SERVICE EXCELLENCE

SERVICE DELIVERY
PERFORMANCE TARGET
NO. INDICATOR REFERENCE 2021 2022 2023 2024 2025
Administrative
staff who have UNIVERSITY 30% 30% 30% 30% 30%
31
attended IR 4.0-
related training
OPERATIONAL DEFINITION

Percentage of administrative staff who have attended training related to IR 4.0.
This new knowledge related to IR 4.0 helps to support administrative purposes towards IR 4.0
adoption. This training should also reflect the positive change in knowledge, behaviour, skills and
aspiration.
Calculation formula = (Number of administrative staff who have attended IR.40-related training)/
(Total number of administrative staff) x 100

ACTION PLAN SCHOOLS/ DEPARTMENTS
INVOLVED 251
• Human Capital and Training Committees to identify IR 4.0
topics based on the nine pillars Schools and Departments

MONITORING MECHANISM
• Deans of Schools and Head of Departments