appendix 2: quality objectives 1) a) no process/criteria

Work Station : OIAQM Version No. : 02

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APPENDIX 2: QUALITY OBJECTIVES

1) Management of Academic Affairs A) (Undergraduate)

NO PROCESS/CRITERIA QUALITY OBJECTIVES / KEY PERFORMANCE

INDICATORS TARGET

1 Course Offering The deadline of issuing class schedule to the students prior to pre-registration period.

At least 1 week

2 Course Registration

i. Percentage of qualified UG students doing ‘on-line’ pre-registration for regular semester.

95% of UG students

ii. Percentage of UG students enrolled with minimum of 12 credit hours of the workload.

95% of UG students

3 Readmission Process Percentage of readmission results released within 6 weeks from the closing date of application.

100%

4 Preparation of Examination Question Papers

Percentage of question papers fully vetted before printing process. 100%

5 Preparation of End-of-Semester Timetable

Percentage of clashes between Kulliyyah Core Courses and University Required Courses.

Less than 3%

6 Handling of the Examination

i. Percentage of overlapping in generating students' sitting numbers.

Less than 1%

ii. Percentage of invigilators arriving at the examination venue within the stipulated time.

100%

7 Marking, Grading and Submission of Final Grades/ Results

i. Percentage of grading the answer scripts within the allowable period according to the University policies.

100%

ii. Percentage of errors in the calculation of scores and data entry prior to Senate endorsement.

Less than 1%


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INDICATORS TARGET

8 Appeal for Rechecking of Answer Scripts

Percentage of results for appeal cases released within a week after BOE/BOA endorsement.

100%

9 Student Feedback Survey (SFS)

Percentage of lecturers obtained 80% weighted average score of SFS (Part A only).

80%

10 Analysis of Students' Performances

Percentage of Student Achievement Art-Based Programmes

i. Students achieve CGPA of 3.60 and above 5% ii. Students achieve CGPA of 2.80 - 3.59 45%

Science-Based Programmes i. Students achieve CGPA of 3.60 and above. 5% ii. Students achieve CGPA of 2.80 - 3.59 35%

11 Academic Review (Existing Programmes)

Percentage of academic programmes being reviewed according to the requirement or cycle whenever applicable.

95%

12 Preparation of New Course Outlines

Percentage of Course outlines are deliberated and recommended in KBM and endorsed by Senate at least 2 months prior to the implementation date.

100%

13 Evaluation of Graduating Students

Percentage of students graduated on time. 80%

14 Maintenance of Teaching Equipment

Percentage of teaching equipment are checked and maintained as scheduled by Kulliyyah.

At least 80%

15 Maintenance of Physical Facilities

Percentage of physical facilities are checked and maintained as scheduled by Kulliyyah.

At least 80%

16 Appointment of Part-Time Lecturers

Percentage of appointment letter issued to part-time lecturers before semester begins.

80%


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INDICATORS TARGET

17

Customer Complaints i. Percentage of complaints received were acted upon within 5 working days.

80%

ii. Percentage of complaints received were solved within 2 weeks.

60%


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B) (Postgraduate)


INDICATORS TARGET

1 Course Scheduling (Course Offering and Course Registration)

i. The deadline of issuing class schedule to the students by week 14 of the semester.

100%

ii. Percentage of PG students doing registration by week four of the semester.

70% of PG students

iii. Percentage of PG students enrolled with minimum credit hours of the workload as per the PG Policies and Regulations.

95% of PG students

2 Preparation of Examination Question Papers

Percentage of question papers fully vetted before printing process. 100%

3 Preparation of End-of-Semester Timetable

Percentage of clashes between Kulliyyah Core Courses and University Required Courses.

Less than 3%

4 Handling of the Examination

Percentage of invigilators arriving at the examination venue within the stipulated time. 100%

5 Marking, Grading and Submission of Final Grades/ Results

i. Percentage of grading the answer scripts within the allowable period according to the University policies.

100%

ii. Percentage of errors in the calculation of scores and data entry prior to Senate endorsement.

Less than 1%

6 Appeal for Rechecking of Answer Scripts

Percentage of results for appeal cases released within a week after Senate endorsement.

100%

7 Student Feedback Survey (SFS)

Percentage of lecturers obtaining 80% weighted average score of SFS .

80%


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INDICATORS TARGET

8 Analysis of Students' Performances

Percentage of Student Achievement

Art-Based Programmes

i. Students achieve CGPA of 3.67 and above 5%

ii. Students achieve CGPA of 3.00 - 3.66 80%

Science-Based Programmes

iii. Students achieve CGPA of 3.67 and above 5%

iv. Students achieve CGPA of 3.00 - 3.66 80%

11 Academic Review (Existing Programmes)

Percentage of academic programmes being reviewed according to the requirement or cycle whenever applicable.

95%

12 Preparation of New Course Outlines

Percentage of Course outlines are deliberated and recommended in KBM and endorsed by Senate at least 2 months prior to the implementation date.

100%

13 Evaluation of Graduating Students

Percentage of students graduated on time. 40%

14 Admission into IIUM

Postgraduate

Duration of evaluation of application by kulliyyahs:

- CPS to Kulliyyah

- Kulliyyah to CPS

3 working days

14 working days

15 Research Progress Report Percentage of report received by CPS by week 16 100%


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INDICATORS TARGET

16 Appeal for Extension of Study

Period

Percentage of report received by CPS by week 16

100%

17 Appeal for Extension of

Beyond Maximum Study

Period

Submission of appeal to kulliyyah by week 10 (arts based)

and week 16 (science-based) of the current semester

80%

18 Appeal for Change of Mode Submission of appeal to kulliyyah by week 10 of the current

semester

80%

19 Appeal to Change Status Submission of appeal to kulliyyah by week 10 of the current

semester

80%

20 Application to Transfer Credit

and Exemptions of Courses Submission to transfer credit and exemption of courses

during first semester of the candidature

100%

21 Handling VIVA Voce [Master

by Research] Viva Voce is conducted within 14 working days after

receiving the report from examiners

100%

22 Thesis/ Dissertation

Evaluation (Master by Mixed

mode and Research)

Report of thesis evaluation received from examiner 4 weeks

after the date of examiner’s acknowledgement

70%

23 Thesis/ Dissertation

Evaluation (PhD) Report of thesis evaluation received from examiner 90 days

after the date of examiner’s acknowledgement of receiving

the thesis

70%


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INDICATORS TARGET

24 Application for Leave of

absence (PG) Submission of application to CPS by week 13 of current

semester

100%


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C) CELPAD


INDICATORS TARGET

1

Course Offering

To ensure that each course will have at least 10 students to open a class.

10 students

2 To get the course offerings ready three (3) months before the

semester begins.

3 months

3 Teachers’ Timetables To ensure 100% course scheduling with no clashes for students or teachers.

100%

4 Monitoring of Students’ Attendance

To ensure all students who attend classes less than 80% are

barred from final examinations.

80%

5

Placement and Examination

To release 100% of the students’ results according to the

deadline given by Academic Management and Admissions

Division.

100%

6 To ensure students’ results are 100% correctly keyed-in into the Student Information System within the deadline given by Academic Management and Admissions Division.

100%


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INDICATORS TARGET

7

Readmission Process

To ensure that 100% of readmission applications are processed within three (3) weeks.

100%

8 To ensure that motivational talks or workshops are organized by

SNECU for readmission students at least three (3) times per

regular semester.

at least three (3)

times per regular

semester.

9 Training

To facilitate applications of at least 5% of the academic staff

yearly to attend conferences/workshops/seminars as paper

presenters.

5%

10 Recruitment To ensure 100% of applicants’ names recommended for an

Academic post are submitted to Management Services Division

(MSD) within two weeks after being interviewed by CELPAD interview panel.

100%

11 Curriculum Review To conduct an academic review at least every academic cycle (four years) or when necessary.

at least every academic cycle (four years) or

when necessary. 12 Teaching and Learning

To ensure effective teaching

and learning

Teaching load is 18 hours per week

18 hours

The Weighted Average Score of SFS for each lecturer is 80%

80%

Ratio of staff to students is 1:25

1:25


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INDICATORS TARGET

Student Attendance : fulfilled 80%

80%

13 To ensure the achievement

of:

20% of registered CELPAD Presessional students fulfill the

language requirements

20%

14

To promote quality research and publication

Number of published articles/chapters in a book : 12 articles/book chapters per year

15 Research Grant secured:

RM10,000.00 per year


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D) CENTRE FOR PROFESSIONAL DEVELOPMENT


INDICATORS TARGET

1

Training for IIUM Academic Staff

Percentage of the preparation of proposal paper one month before the programme starts.

85%

2 Percentage of training programme planned successfully implemented according to CPD almanac.

90%

3 Percentage of preparing the summary report including the analysis of participants’ feedbacks at least three weeks after the programme.

90%


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2) RESEARCH AND PUBLICATION


INDICATORS TARGET

1

RESEARCH INITIATIVE UNITE

% of FRGS and ERGS applications assessed internally prior

submission to the Ministry 100%

2 % of application for EDW A approved within 5 working days Within 2 working

days after received results from MoHE

3 Announcement of FRGS and ERGS application results to all

applicants through IIUM webmail 100%

4 Announcement of EDW B application results to all

applicants within 5 working days after approval

100%

5

PUBLICATION MANAGEMENT

% of new manuscripts tabled in Publication Approval

Committee Meeting within 2 months after receiving date of

OR.

(OR : The original manuscript submitted by author).

100%

6 % of manuscript been forwarded to language editor within

6 weeks after receiving date of AM1.

(AM1 : The original amended manuscript one (based on

reviewer’s report) returned).

80%


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INDICATORS TARGET

7 To increase the annual sales of books

15%

8

FINANCE UNIT

Duration of processing payment upon receiving complete

documents

14 working days

9 % of average budget utilization upon completion of

research projects

90%

Budget Utilized

10

CORPORATE SERVICE UNIT

% of RMC staff fulfilled training plan on professional , spiritual and skill courses (7 days)

100%

11 % of complaints received were acted upon within 5 working

days.

100%

12 % of complaints received were solved within two weeks.

60%


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3) STUDENT DEVELOPMENT


INDICATORS TARGET

1

STUDENT DEVELOPMENT ACTIVITIES

% of students involvement in voluntary activities

70%

2 awards received at national level

15

3 awards received at international level

7

4 % of trainer achieving 80% and above in Teaching Feedback Survey (TFS)

85%

5 guidebooks and module manuals published for credited courses yearly

2

6 % of students rated 4 and above for quality credited co-curricular management

70%

7 % of students rated at least 4 for students activities related facilities

60%


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4) CORPORATE COMMUNICATION DIVISION


INDICATORS TARGET

1

To provide efficient Event

Management

To coordinate 4 official events annually i.e. IIUM Convocation (VIP Reception, Protocol and Publicity), SyawwalGathering and Merdeka Launching Celebration.

4 official events

2 To assist at least 12 official university events annually.

12 events

3 To achieve at least 90% rating of 4 and above on the

smooth running of the event management based on the post survey form (Syawwal Gathering only).

at least 90% rating of 4 and above

4

To enhance the Media

Management / Promotion

of the University

To have at least 8 news on the university published in the mainstream newspaper monthly.

8 news

5 To have at least 90% of the university main event being covered in the newspaper annually.

90%

6 To have at least 12 television and radio appearances for

promotion purpose annually.

12

7 To have at least 90% of the University events covered by our photographers

90%

8 To acknowledge complaint received within 24 hours.

Within 24 hours


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INDICATORS TARGET

9

To enhance the Media

Management / Promotion

of the University

To ensure Annual Report is published at least at the end

of third quarter of the following year.

at least at the

end of third

quarter of the

following year.

10 To have at least 12 advertisements in print and broadcast

media annually.

12 advertisements

11 To ensure effective management on Hospitality & Protocol

12 To provide 100% service to new lecturer within stipulated time

i.e. transport, accommodation and human resource services.

100%

13 To achieve at least 80% of customer satisfaction during visits to

IIUM i.e. schools, colleges and other institutions (if applicable).

80%

14 To response within 5 working days on the request of external

organizations to visit IIUM.

5 working days

15

Administration

Customer Service Assistant :

To attend at least 2 courses on SPP to enhance

skills on customer service annually.

at least 2 courses on SPP


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INDICATORS TARGET

16 All CCD personnel to attend at least 2 related courses on Corporate Relations.

at least 2 related

courses on Corporate

Relations.

17

Administration

To conduct on supplier performance annually.

18 To ensure effective management of Corporate collateral:

To ensure the corporate collateral items i.e. management

diary, calendar and notebook to be ready by middle of

November and to be distributed by second week of

December every year.

19 souvenir To ensure 80% eligible souvenir request is entertained.

80%


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5) FINANCE DIVISION


INDICATORS TARGET

ACCOUNTS UNIT 1

Account Management

Number of audit adjustment (Client Late Adjustment) passed during yearly financial audit exercise

Not more than 30

2 Timely posting of financial data from other legacy systems (Payroll & Student systems) into general ledger

7th working day of

subsequent month

3 Completion of audit schedules prior to yearly audit exercise

15th March every

year

4 Number of courses attended by staff members of Accounts Unit

15th March every

year

5 Revenue Management Timely production of bank reconciliation statements for BMMB

Current Account of Operating

End of subsequent month

STUDENT UNIT

6

Student Financial Services

% of student perceive financial services as good and excellent

85%


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INDICATORS TARGET

7 % of students’ complaints to be settled within 14 days

75%

8 Fees Collection % of student’s fees are collected within same semester

80%

9 Sponsorship Distribution Time taken to distribute sponsorship payment after receiving money and listing of students from sponsors

Within 14 days

10 Monthly disbursement of allowance

Payment for monthly disbursement of allowances to be made by

5th of each month

By 5th of each month

Treasury unit 11

Payment

To process payment after receipt of complete documents

14 working days

12 % of accuracy in processing payment

100%

13 Achieve customer satisfactions index

4 of scale 1-5

14

Loan

To process payment after receipt of complete documents

14 working days


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INDICATORS TARGET

15 To process loan application within one week upon receipt of perfect documents (vehicle and computer)

Within 7 working days

16 To produce annual loan statement

By March each year

BUDGET UNIT

17

Submission of budget proposal by K/C/D

% K/C/D submitted budget proposal within the time period given (2 months i.e. in December)

85%

18 Budget submission to the Central Agencies

Submit the overall budget proposal to Central Agencies within the stipulated period

Latest by March

19 Budget Distribution to K/C/D

Budget to be distributed to K/C/D after approval by the Budget Committee or before starting of new year

By 31st December

before the start of the new budget year

20 Monitoring of budget

utilization % of K/C/D utilization of budget according to the programme

agreement

85%


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INDICATORS TARGET

21 Budget supplementary to K/C/D

% of application for supplementary budget

<5% from initial approved budget

22 Budget virement to K/C/D % of application for virement of budget

<5% from initial

approved budget

TRUST AND FUND MANAGEMENT UNIT

23 Trust Account Management 1. Ensure monthly reports for K/C/D are produced in accordance to the agreed schedule.

2. Ensure preparation of year end reports are in accordance to the agreed schedule.

3. Implement systematic procedure of trust account management at K/C/D.

By 3rd week of the following month

By 3rd week of January

24

Ensure monthly reports are produced in accordance to the

agreed schedule.

By the 4th week of the

following month


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INDICATORS TARGET

25

Fund Management

Ensure monthly audit schedules are prepared in accordance to the agreed schedule.

By the 3rd week of the following month

26 Ensure all fund management and investments transactions are

reflected in the IFIS system.

By 2nd week of the

following month

27 Efficient secretariat duties of Investment Committee Meeting

(ICM) and Investment Sub Committee Meeting (ISCM).

- Adherence to the agreed schedule of meeting

Every quarterly for

each committee meeting

PURCHASING UNIT

28

Tender

% of adherence to the time period for tenders (4 months until issuance of Letter of Award)

90%

29 Time taken to submit tender evaluation report to Tender

Secretariat

Within 2 months

30 Quotation

% of adherence to the time period for quotation

Within 2 month

31 One-Off Allocation

% of utilization in accordance to program agreement

90%


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INDICATORS TARGET

32 Registration of Qualified Vendor / Supplier

Time taken in processing supplier’s registration

7 working days until issuance of certificate

33 Communication /

briefing to K/C/D

% of rejected proposal

<10%

34 Customer Satisfaction Survey

Achieved customer satisfaction index

4 of scale 1-5

IT UNIT

35 Ensure minimal downtime of Financial System (Oracle Financial, Student Accounting system, Payroll system)

Time taken to initiate trouble shooting

Immediate

36 % System availability 24X7

99% from trouble

shoot


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INDICATORS TARGET

37 Effective utilisation of budget performance online system by K/C/D

Frequency of usage of the system

Min. 50%

38 Achieve fully integrated and reliable Financial Information System at Finance Division.

% of accessibilty of financial information system

100%

39 Establishment of online financial analytical module.

Implementation of on-line financial analytical module system as scheduled

Within 9 months

40 Full-proof security policy of the Financial System according to division financial policies

Minimize/maintain unauthorized access

Zero

41 Establishment of single source of data for reference and reporting use as a means to improve data integrity

Reliability of the data

> 95%


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INDICATORS TARGET

42 Ensure ethical activities in using financial system

# of incidence on unethical usage of the system

Zero

STUDENT SPONSORSHIP UNIT

43 To assist qualified

undergraduate students to get financial assistance

• Time taken for at leastm90% senior students received PTPTN payment

• announcement of application’s result of financial assistance through notice to be released

Within the first week of semester Within 3 working days after Board of Financial Assistance meeting

FOOD, FACILITIES AND SERVICES DIVISION

44 Appointment and

reappointment of business

operators

% of food & beverages outlets meet 75% and above of the

monthly performance evaluation

90%


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INDICATORS TARGET

45 Rental to external users

Duration to issue rental quotations to external users

Within 3 working days

46 Campus Bazaar

Duration to release notification on the result of campus

bazaar before the appointment date

At least 3 working

days

47 Customer Satisfaction

Survey

% of customers rated 3 and above (on the scale of 5) of

customer satisfaction index

70%


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6) IIUM SHAS MOSQUE


INDICATORS TARGET

1

Mosque Management

% of respondents rated 4 & 5 to the customer satisfaction survey per year

90%

2 % of monthly average of male population performing the

congregational prayers (counted on monthly average) during weekdays and during normal semester for (Zuhr’ and ‘Asr).

10%

3 Frequency of awareness programmes conducted for Jama’ah prayers per year

3 times.

4 Number of invitation received for official programmes per year 20 per year. 5 % of red zone breakdown cases are solved within 24 hours. 100% 6 Frequency of inspection done on Janazah Van per week:

1 time

7 Number of updates to be done for the website per month :

once

8 % of the targeted number of participants attends the programmes conducted by the Mosque

50%

9 % of planned activities adhere to the set schedule.

75%

10 % of rating 4 & 5 on the satisfaction survey for all programmes.

75%

11 Number of training attended by the Mosque staff per year: 7 days.

12 % of customer surveyed rate 4 & 5 on staff’s customer friendliness.

70%


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7) MANAGEMENT SERVICE DIVISION


INDICATORS TARGET

Recruitment 1

Selection of staff: Recruitment of academic

staff

-To ensure recruitment of qualified candidates for academic positions:

Academic staff: at least CGPA 3.0 and above or 2nd Class

Upper (for universities which

do not have the CGPA System) for

their Bachelor’s degree.

2 To issue offer letters to successful candidates (with completed

documents) within fourteen (14) working days after the selection meetings.

within fourteen (14) working days

3 To issue out renewal of contract offer letters at least 3 months

before the current contract expires.

at least 3 months

4 To issue out completion of contract at least 3 months before the current contract expires.

at least 3 months


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INDICATORS TARGET

5

Selection of staff: Recruitment of

administrative staff

To ensure recruitment of qualified candidates for administrative

positions: at least fulfilled theminimum requirements of the

scheme;

Professional & Management / Administrative Support Group

At least credit in the English Language at the SPM level.

6 Technical/Medical

Health Sciences Supports Group

At least pass in English Language at the SPM level.

7 To issue offer letters to successful candidates (with completed

documents) withinfourteen (14) working days after the selection meetings.

withinfourteen (14) working days

8 To notify the relevant K/C/D regarding their staff’s contract

renewal / completion, within three (3) months before the

expiry dates of their present contract.

within three (3) months


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INDICATORS TARGET

SERVICES

9 Confirmation

To issue confirmation letters to staff members within fourteen

(14) working days from the date of receipt of completed

documents.


10

Promotion

To process completed applications for promotion of academic

staff to be tabled to the Sub-SSC within fourteen (14) working days from the date notified by the secretariat.


11 To process the applications for promotion recommended by Sub-

SSC to be tabled in the Interview Panel within six (6) months from the date of the said Sub-SSC meeting.

within six (6) months

12 To issue promotional letters to successful candidates within ten

(10) working days after the Majlis Meeting.

within ten (10) working days

13

Remuneration

To process the annual salary increment of eligible IIUM and SBU staff who submitted the required supporting documents on time.

14 To control all arrears payments for claims and allowances to be not more than 5% per year.

not more than 5% per

year.


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INDICATORS TARGET

15 Leave

To ensure all applications for leave are processed within fourteen (14)working days from receipt of completed documents

within fourteen (14)working days

16 Resignation / Termination To ensure all notices of resignation / released with permission /

optional retirement / shortening of contract are processed

within fourteen (14) working days from receipt of completed documents.


Staff Development

17

Study Leave / Sabbatical

Leave

To ensure applications for study leave / sabbatical leave /

extension of study leave / research grant of academic staff are

tabled to the Scholarship and Study Leave Committee (SSLC)

within fourteen (14) working days from the date of receipt of

completed documents or the next SSLC meeting, whichever is

later.


18 To notify the relevant parties of the decisions of Scholarship and

Study Leave Committee (SSLC) within fourteen (14) working

days from the date of the SSLC meeting.


19 To issue offer letters of study leave to the staff within fourteen

(14) working days upon receipt of the approval of scholarship

from Ministry of Higher Education (i.e. the MoHE’s offer letter) /

IIUM / other sponsoring bodies.


20 To process advice of payment of scholarship / sabbatical

allowances within fourteen (14) working days after

submission of the duly signed and stamped Study Leave /



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INDICATORS TARGET

Sabbatical Leave Agreement by the staff on study leave / sabbatical leave.

21

Training (Non-Academic)

To ensure that 70% of the administrative and technical staff

(excluding new hire) attend registered training programmeat

least 7 days per year.

70%

22 To achieve at least 80% of the satisfaction level for the overall programme for each training programme.

at least 80%

Employee Benefits

23 Staff Khairat Fund

To ensure all eligible claims for IIUM Staff Khairat Fund being

disbursed within one month from the date of receiving the claims

forms.

Corporate Secretarial

24 Processing of appointment

/ resignation

To ensure registration of all appointments / resignations of

BOG members to CCM are within 30 working days from the

date of receipt of completed documents.

within 30 working days


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INDICATORS TARGET

25

Secretariat function for

meeting

To ensure all documents for deliberation of AGM / BOG / Majlis meetings are submitted within the following time frame

BOG &Majlis -7 working

days

AGM -14 working

days 26 To ensure all related K/C/Ds are being informed of the

decisions within 14 working days of the date of the meeting.


Handling of Customer Complaint

27 % of complaints received were channeled to the relevant

officer within 5 working days. 80%

28 % of complaints received were solved within two (2) weeks.

60%


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8) INFORMATION TECHNOLOGY DIVISION

No Process Frequency of reporting

QO# Target Quality Objectives

1 Management of IT Projects

Quarterly 1 ST: 30% MT:50% LT:80%

% of average rate of 3.0 given by stakeholders that are satisfied with the content of the feasibility study.

Monthly 3 ST: 30% MT: 50% LT: 100%

% of projects on scope, time and on budget *

2 Management of IT Service Request and Incident

Quarterly 1 80% and above

% of delivered services not in the catalogue

Monthly 2 90% and above

% of services that meets service levels

Monthly 3 Less than 30%

Call abandonment rate

3 Management of IT Change

Monthly 1 50% or less % of IT changes not formally tracked, reported or authorized

4 Management of IT Problem

Monthly 1 20% or less % of recurring problems within an impact on the business

5 Management of Proof of Concept

Quarterly 1 90% and above

Number of POC registered and completed the POC cycle on time by assigned department

6 Data backup Annually 1 100% % compliance to the testing of backup data. 7 Management of

IIUM Data Centre Twice in a

year 1 100% % compliance to the preventive maintenance

schedule and routine activities 8 Management of ICT

Loan Equipment Annually 1 100% % request been process within three (3) days.

9 Management of ICS As planned 1 95% % of ICS lab service requests and incidences resolved within the agreed deadline.


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10 Product Training Twice a year 1 ST : 70% MT : 75% LT : 80%

% of product training meet target quality

11 Management of Performance Monitoring & Capacity Planning

Quarterly 1 Based on the baseline report

% services that adheres to the baseline.


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9) LIBRARY


INDICATORS TARGET

1

Acquisition Division

To ensure 98% budget allocation is spent by 15th December every year.

98%

2 To create orders for 80% of urgent requests within 3 working days upon approval from Head of Acquisition Section with the following provision:

i. No price justification required ii. Complete bibliographic details are provided iii. Minimum of 20 titles per day per staff

80%

3 To perform initial physical processing for 80% of urgent materials within 5 working days from the date of receipt from Receiving Unit

80%

4

Serials Division

To ensure that all subscription renewal of print periodicals are completed by end of October each year.

by end of October each year

5 To process all invoices within five (5) working days from its first verification date until the verification/approval date by the Head of Division.

within five (5) working days

6 To organize training sessions on electronic resources at least four (4) times a year.

at least four (4) times a year.

7 Bibliographic Control

Division

Ensure urgent requests materials are catalogued within three (3) working days.

within three (3) working days.

8 To catalogue 80% of new titles and other editions (OE) received in a year.

80%


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INDICATORS TARGET

9 Circulation &Loans Section

To ensure that the Library is open 100% of advertised opening hours.

100%

10 To ensure that the registration of membership is completed within one working day under normal condition.

within one working day

11 Collection Management Unit To shelve all or at least 7 trolleys per level of used books within one working day.

within one working day

12

Fee-Based Unit

To ensure that processing of requests for interlibrary loans from IIUM members are completed and notifications sent to the respective libraries within five (5) working days.

within five (5) working days.

13 To ensure that processing of requests for books on interlibrary loan from other libraries and institutions are fulfilled within five (5) working days. This objective is restricted to request for books from IIUM Main Library’s collections.

within five (5) working days

14

Information Services Division

To forward the course reading list for acquisition within 5 working days from the date of receipt.


15 To ensure that the Kulliyyah Board Meeting would act as an effective channel of communication platform, in identifying customers information needs.


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INDICATORS TARGET

16 To fulfill at least 95% of requests for information literacy workshops as a means to enhance customer learning and research needs.

95%

17

Technology Application Section

% of personal computers (staff and public) maintained by the library once a year.

18 % of problem reports/ requests received completed within the agreed dateline.

19 Digital Library Section

To digitize 40,000 pages of printed materials and microforms each year.

40,000 pages

20 To publish 80% of the digitized materials in the Digital Library system.

80%


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10) DEVELOPMENT DIVISION


INDICATORS TARGET

1

Campus Development Unit

To ensure 100% completion of project according to the approved schedule.

100%

2 To ensure attendance in Project Site Meeting is more than 70 %.

70%

3 To ensure the amount of variation works for each project is not more than 5% of contract sum.

5%

4 To ensure completion of making good defect works not later than 15 months and 14 days upon issuance of Certificate of Practical Completion.

not later than 15 months and 14 days

5

Building Renovation and

Upgrading Works Unit

To prepare tender/quotation document within 30 working days upon confirmation of scope of work and drawing (if any) from the end-user (for renovation work more than RM20,000.00).


6 To prepare proposal paper/procurement form for approval within 14 working days after closing/receiving of quotation.


7 To ensure 95% compliance with the Standard Guideline for Renovation and Upgrading Works and Purchase of Furniture.

95%

8

Facilities Monitoring Unit

To carry out joint inspection (i.e. mechanical and electrical, civil, landscape and cleaning) on monthly basis.

monthly basis

9 To ensure 95% adherence to agreed KPIs by the appointed contractor on monthly basis.

95%


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INDICATORS TARGET

10

Finance Unit

To process payment within 14 working days upon receiving of complete documents


11 To prepare Purchase Order within 14 working days from the date of receiving a copy of approved proposal paper/procurement form.


12 To ensure availability of project cash flow data on quarterly basis.

on quarterly basis.

13

Administration Unit

To ensure that all staff attending at least 2 related courses per year.

at least 2 related courses per year.

14 To attend to any complaint received within 7 working days

upon receiving of the complaints. within 7 working

days 15

Estate Management Unit

To complete monthly Asset Registration process 14 days after monthly account closing

14 days

16 To distribute tagging to K/C/D within 14 days after complete register the asset. within 14 days


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11) STUDENT AFFAIRS AND DEVELOPMET DIVISION


INDICATORS TARGET

Mahallah

1 To provide a conducive living environment 2 Change of Mahallah To process the application and notify the result of change of

mahallah within 5 working days after the deadline or date received, whichever is applicable except for cases with reasonable justifications


3 Change Room To process the application and notify the result of change of room within 1 working day after the deadline or date received, whichever is applicable except for cases with reasonable justifications.

Note : In the absence of Principal, the covering Principal of Assistant Hostel Manager may approve/disapprove the application.

within 1 working day


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INDICATORS TARGET

4 Maintenance (Attending and rectifying maintenance)

70% of normal maintenance requests must be completed within the following period requirement. No

Type of Requests Period

1. Door Lock / Door Knob

1 day

2. Electrical supply interruption (tripping)

2 hours

3. Fan 2 days

4. Lamp (office and student rooms)

1 days

5 Room check out % of undergraduate students check out by the last day as stated in the mahallah vacation notice except for those who Live in During Vacation (LIDV).

85%

6 Maintenance % of students rooms are in good condition to be occupied prior to new regular semester begins.

80%

7 Registration for Senior Student

% of senior undergraduate students are registered within three (3) days of the registration period.

85%


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INDICATORS TARGET

Welfare

8

Welfare

% payment of insurance claim is ready for collection within 10 working days after submission to Finance Unit (STADD).

80%

9 % application of Khairat fund for death cases to be approved within 3 working days

100%

10 90% approved applications for Khairat& Financial Advance Loan being processed for payment within 7 working days after the meeting

90%

Transportation 11 To provide efficient, safe

and comfortable transportation services for Students

% of transportation services provided rated 4 and above (5 being the best) of end user performance evaluation.

70%

12 Less than 1% breakdown of transportation services against total trips per year.

Less than 1% breakdown

Counseling Services 13 A counsellor has to have 2500 contacts with students per

year 1) 10% contacts

from counselling sessions

2) 90% of contacts from programs

14 % of clients rate counselling services provided 4 and 80%


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INDICATORS TARGET

above (5 being the best) in the student’s feedback survey


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12) INTERNATIONAL INDUSTRY AND COMMUNITY RELATIONS (IICR)

NO PROCESS QUALITY OBJECTIVES / KEY PERFORMANCE

INDICATORS TARGET

1 Management of MoU/MoA To ensure that the MoU/MoA are managed properly and the data are captured as well as reported

100% reported

2 Internship Application

To standardize the process of Internship Application for

all Kulliyyah. Processing by Office of Industrial Links /

Kulliyyah take 3 – 4 weeks

95% of application within 4 weeks

3 Management of Career Related Programmes

To organize one career programme for each Kulliyyah in each academic session

95% achieve

4 Application of new students pass

Percentage of application processed within 14 days by the International Affairs Division.

100%


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13) IIUM HEALTH AND WELLNESS CENTRE


INDICATORS TARGET

1

The Management of IIUM Health & Wellness Centre

ensure that the quality objectives, including those

needed to meet requirement for products, are establish at relevant

functions and levels within the organization. The quality objectives

shall be measurable and consistent with the quality

policy

To ensure fast, accurate and courteous registration procedures and to be seen by a doctor in less than 45 minutes in a normal working condition

less than 45 minutes in a normal working

condition 2 To ensure 90% simple routine procedures are done within

20 minutes during checkup session.

90%

3 To ensure fast, consistent and accurate laboratory test in less than 3 hours in a normal working condition.

less than 3 hours

4 To ensure safe, fast, consistent and accurate result of radiograph within 30 minutes.

within 30 minutes

5 To ensure fast and accurate dispensing of medicine as prescribed within 15 minutes to 30 minutes under normal working condition.

within 15 minutes to 30 minutes

6 To issue payment to vendors, suppliers within 14 days from the date of receipt of perfect document.

within 14 days


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14) CENTRE FOR FOUNDATION STUDIES


INDICATORS TARGET

1 CURRICULUM REVIEW To review and update the academic curriculum as

determined by the respective kulliyyah and the Senate or to

be initiated by CFS.

2

ADMISSION

To ensure 100% of students admitted to the Centre for

Foundation Studies through UPU meet the minimum entry requirement.

100%

3 To finalize appeals for admission cases within one (1) week after the e-rayuan (UPU) meeting.

within one (1) week

4

REGISTRATION

To complete class scheduling within the first week of the semester for returning students and two weeks for new students.

within the first week of the

semester 5 To ensure 100% of classes commence as scheduled. 100% 6 To complete the course registration process within the

first two weeks of the semester. within the first two

weeks of the semester.

7

ANALYSIS &

MONITORING OF

To ensure that every semester:- i) 75% students achieve Clear Pass status.

ii) 10% achieve CGPA of 3.50 and above.

75%

10%

8 To ensure that 90% of students graduate within two (2) 90%


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INDICATORS TARGET

STUDENTS’

PERFORMANCE

&ATTENDANCE

years from the Centre for Foundation Studies.

9 To ensure percentage of barred students does not exceed 1.0%

does not exceed 1.0%

10

EXAMINATION

To ensure 100% submission of end-of-semester examination questions to Office of the Deputy Dean, Admission & Records three weeks before the commencement of the end-of-semester examination.

100%

11 To ensure 100% submission of final grades of each course

by individual lecturer to Office of the Deputy Dean,

Admission & Records within eight (8) working days of the

respective examination date.

100%

12

TEACHING

PERFORMANCE

EVALUATION

To ensure 100% of the Department average teachers achieve a minimum of 80% in the Student Feedback Survey (TFS) average score.

100%

appendix 2: quality objectives 1) a) no process/criteria

Documents