Page 2 - Newsletter Vol 1 Issue 5 - Strategic Objectives SO6 SO7 26Oct2021

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SO6: Improve Product and Service Quality
(Owner: Director of Operations)
Description

CXC® provides stakeholders with access to current, relevant and quality products and services that are
error-free, internationally recognised, and meet or exceed globally established standards.
Intended Results KPIs

1. Increase in acceptance by candidates, employers and 1. Product Quality index
overseas higher education institutions to the benefit of 2. Service Quality index
candidates

2. Improved service quality and products that respond to
regional/international imperatives
3. Reduced complaints from customers on product quality

4. Increased demand for products and services

SO7: Increase Operational Efficiency
(Owner: Director of Operations)

Description

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.

Intended Results KPI

1. Increased efficiency index (including service index) Operational Efficiency Index
2. Improved processes, system reliability (integrated
systems), project management methodology, and
communication
3. Implemented quality management system (policies and
procedures implemented)
4. ISO 9001: 2015 registered

SO8: Enhance Corporate Performance Management

Given that the organisation’s overall goal is to improve corporate performance which will be driven by the overall
strategy, SO8: Enhance Corporate Performance Management was deemed redundant and, as a consequence, was
removed from the list of objectives. (The target for Corporate Performance is 9, using a normalised scale from 0 – 10.)
The original numbering of SO9 – SO13 remains the same.

‘Strategy is our job.’

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