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% |
