Vision, Mission, Values & Desired Culture
Our mission enhancement cuts to the heart of how we approach our everyday business, by reaffirming our vision and mission and core values. The core values are significant, as they address our thoughts on student and employee development to help BMC achieve ongoing excellence.
Mission
To provide affordable quality education and advance the interest of lifelong learning.
Vision
To be a leader in holistic education.
Core Values
Our Core Values are:
- Approachability. We are approachable because our doors are always open to anyone and everyone who wants an education.
- Affordability. All our courses are affordable because we believe that education should be made available to every one whether rich or poor.
- Active. We are active participants in advancing the interest of education and lifelong learning.
- Teamwork. We encourage teamwork because Together Everyone Achieves More!
- Respect. We treat each other with respect so that our staff and customers have confidence and trust in us.
Service Quality Targets
| Year 2009 | Year 2010 | Year 2011
(Jan - Jun 2011) |
|||||||
|---|---|---|---|---|---|---|---|---|---|
| KPI | Target Set(%) | Target Achieved (%) |
KPI | Target Set(%) | Target Achieved (%) |
KPI | Target Set(%) | Target Achieved (%) |
|
| 1. Reply to Email Enquires | 2 days | 90% | 80% | 2 days | 90% | 90% | 2 days | 90% | 90% |
| 2. Follow up on Phone Enquiries | 2 days | 90% | 85% | 2 days | 90% | 90% | 2 days | 90% | 90% |
| 3. Staff Knowledge about the courses at BMC | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% | 4 out of 5 scale(from Course Evaluation form) | 90% | 85% | 4 out of 5 scale(from Course Evaluation form) | 90% | 85% |
| 4. Average Time to Resolve Complaints | 7 days | 90% | 80% | 7 days | 90% | 80% | 7 days | 90% | 80% |
| 5. Staff Efficiency & Promptness in responding to enquiries and complaints | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% | 4 out of 5 scale(from Course Evaluation form) | 90% | 85% | 4 out of 5 scale(from Course Evaluation form) | 90% | 85% |
| 6. Student refunds will be done within 7 working days | 7 days | 90% | 75% | 7 days | 90% | 80% | 7 days | 90% | 80% |
| 7. Teacher to Student Ratio | 1:30 | 1:30 | 1:30 | 1:30 | 1:30 | 1:30 | 1:30 | 1:30 | 1:30 |
| 8. Effectiveness of Course Delivery | 4 out of 5 scale(from Course Evaluation form) | 90% | 75% | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% |
| 9. Effectiveness of Trainer delivering the course | 4 out of 5 scale(from Course Evaluation form) | 90% | 75% | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% |
| 10. End of module Evaluation-Percentage of Students Rated Satisfactory and above | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% |
| 11. Warning Letters Issued to absentees | Warning Letter to be issued one day later | 90% | 75% | Warning Letter to be issued one day later | 80% | 80% | Warning Letter to be issued one day later | 80% | 80% |
| 12. Release of Academic Result BMC Courses | 4 weeks | 95% | 80% | 8 weeks | 95% | 85% | 8 weeks | 95% | 90% |
| 13. Release of Academic Result External Partners | 12 weeks | 95% | 85% | 12 weeks | 95% | 90% | 12 weeks | 95% | 95% |
| 14. Release of Academic Result Appeal(Internal) | Within 15 days of appeal submission | 100% | No appeal received (0%) |
Within 15 days of appeal submission | 90% | No appeal received (0%) |
Within 15 days of appeal submission | 90% | No appeal received (0%) |
| 15. Release of Academic Result Appeal(External) | Based on the respective external bodies Appeal Policy | 100% | No appeal received (0%) |
based on the respective external bodies appeal policy | 100% | 100% | based on the respective external bodies appeal policy | 100% | No appeal received (0%) |
| 16. Conducive Training Environment | 4 out of 5 scale(from Course Evaluation form) | 90% | 75% | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% | 4 out of 5 scale(from Course Evaluation form) | 90% | 80% |
Desired Culture (PEOPLE)
- Pride. We take pride in our work to fulfil our vision and that of our students.
- Engaged. To bolster a sense of community, we involve ourselves in and collaborate with the broader community.
- Openness. We foster a culture of openness with the sharing of relevant information.
- Performance. Our performance is measured by how satisfied our students are with us.
- Leadership. We lead by example and compassion.
- Excellence. We establish and maintain a setting and an expectation of higher standards of excellence for staff and students.
Educational Goals
1. To be a leader in holistic education
- by preparing students to meet the challenges of life as well as academics;
- by conducting student-centred classes that empower students to be active participants; and
- by developing educational activities that encourage students to participate in their own
2. To offer industry-relevant courses
- by developing courses which prepare students for life and career; and
- by equipping students with industry-relevant knowledge and skills as well as imparting soft skills which are essential to meet the challenges of the industry.
3. To prepare students to be life long learners
- by educating students that learning is a lifelong process; and
- by developing enrichment activities centred around lifelong learning.
Quality Management
Quality Management is defined at BMC as a continuous, active and responsive process that seeks to improve the outcome for our customers and stakeholders in the context of achieving BMC’s mission, vision and goals.
Customer Service Philosophy
Our goal is to provide service that promptly meets our customers’ needs and exceeds their expectations. They see us as an organisation that is responsive, active, friendly, professional, knowledgeable, flexible and reliable.