Quality in Support Services

Quality in both central support services and faculty-based support services is articulated in the following key CHEQ documents

Quality at Monash - Values and Principles (Word document) (PDF document) (HTML document)
Guidelines for Support Services Review (Word document) (PDF document) (HTML document)

The relationship between quality, service level agreements and the balanced scorecard is outlined in "Approach to Quality in Support Services". The relationship between quality and customer service is outlined in "Quality and Customer Service". These are both powerpoint presentation.

Other CHEQ initiatives to support quality in support services are

• Service Level Agreements
• Assistance with developing and using customer and other stakeholder feedback and measurement tools. 
• Facilitation of workshops on quality and customer service
• Assistance with developing approaches to quality assurance and improvement
• Assistance with the development of a customer focus
• Assistance with the development of Key Performance Indicators and Balanced Scorecard approach
• Development of quality assurance and improvement processes in faculty-based support services

NOTE:
Queries relating to quality in support services should be directed to Sid Nair.
Queries regarding the Service Level Agreement should be directed to David Pawley in the Office of the Vice-President (Administration).