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3.0 THE STRATEGIC PLAN (CONTINUED) Table 9: Business Processes Perspective
STRATEGIC OBJECTIVES
SO6: Improve Product and Service Quality
CXC® provides stakeholders with access to current, relevant and quality products and services that are error-free, internationally recognized and meet or exceed globally established standards.
Owner: Director of Operations
SO7: Increase Operational Efficiency
Current business operations, practices, strategies, methods and technologies will be reviewed and enhanced to effectively and efficiently deliver reliable services and products to fulfil customers’ and stakeholders’ needs and expectations.
Owner: Director of Operations
SO8: Enhance Corporate Performance Management
The organisation’s performance
is improved through utilisation of technology to improve business processes and maintenance of
and compliance with process documentation; employees’ access to improved systems; clarity of processes and increased accountability; timely communication with internal and external stakeholders; and adherence to contract terms.
Owner: Director of Corporate Services
INTENDED RESULTS
1. Increase in acceptance by candidates, employers and overseas higher education institutions to the benefit of candidates
2. Products that respond to regional/ international imperatives
3. Improved quality indices (products and services)
4. Reduced complaints from customers on product quality
5. Increased demand for products and services:
- increased registration
- increased contracts for services - increased revenue
6. Enhanced syllabuses
7. Product quality has improved
Service Quality has improved
1. Increased efficiency index (including service index)
2. Optimized processes
3. Improved communication
4. Improved project
management methodology
5. implemented quality
management system (policies
and procedures implemented)
6. ISO 9001: 2015 registered
[Linked to Improved Knowledge, Skills and Attitudes]
7. Improved system reliability (integrated systems)
Improvement in corporate performance: · Timely financial statements
· Timely communication/information
sharing
• Increased percentage in process
documentation
• Increased internal audits
• Reduced operational deficiency
• High performance with contractual
agreements
• Increased conformance to accepted
international standards, (IFRS, ISO,
etc.)
• Reduced policies and procedures
violations
KPIS AND DESCRIPTIONS
1. Product Quality index 2. Service Quality index
Operational Efficiency Index
Corporate Performance Management Index.
STRATEGIC INITIATIVES
Redesign and Create Innovative Products
Implement e-Transition Framework
Implement Performance Management Framework
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