Page 20 - UNAM Strategic Plan (REVIEWED) 2019-2024
P. 20
Figure 3: Customers
Customers: Direct beneficiaries of our institution’s product or services. Sometimes,
customers can be segmented into primary and secondary customers.
Identified Customers
Primary Customers: Services and products
• Students • Higher Education
Secondary Customers • Services and products
• Employees • Graduating students
• Central Government • Research services/activities
• Regional and Local Authorities • Extension services
• Community in general • Community engagement services
Figure 4: Stakeholders’ needs
Customers/Stakeholder needs analysis: Determining what services/products
customers/ stakeholders requires the institution to provide.
Identified Customers
Customers needs: Stakeholders needs
• Students : • Employers:
• Quality Education(Fit for purpose) • Quality graduates,
• Academic support programmes • Government:
• Industry related courses • Quality graduates and research outputs, Staff:
• Competitive tuition fees • Good working environment
Customers wants: Stakeholders wants
• Students: • Government: Research output and
• Conducive learning environment consultancy assistance
Psycho-social support programmes • Employees: Conducive working environment.
• Community: Positive impact on
society/community
19
