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5
                                                                                                      THRUST
                                                                                                Service Excellence













                                  THRUST 5: SERVICE EXCELLENCE

                                                          SERVICE DELIVERY
                                 PERFORMANCE                                   TARGET
                             NO.   INDICATOR    REFERENCE     2021     2022     2023     2024     2025
                                 Percentage of
                                 conformance in
                             33  academic       UNIVERSITY    100%     100%     100%     100%     100%
                                 accreditation
                                 process

                             OPERATIONAL DEFINITION
                             Percentage of conformance with the process of sustaining MQA accreditation.


                             ACTION PLAN                                         SCHOOLS/ DEPARTMENTS
                                                                                 INVOLVED
                               •  Prepare timeline to monitor academic programmes that
                                  require review process in the relevant year    SWA Accreditation Unit and
                               •  Conduct audit on the accreditation process     Schools

                             MONITORING MECHANISM                                                                  253

                               •  SWA Accreditation Unit and Deans of Schools
   250   251   252   253   254   255   256   257   258   259   260