Deputy Director (Planning and Quality Improvement)

Deputy Director’s Terms of Reference (Planning and Quality Improvement)

• Coordinating and developing the internal standard for the implementation of the university’s core processes based on UKM Quality Life cycle and can trigger innovation.
• Identifying codes of practice and appropriate external standard to be used for quality assurance purposes.
• Developing and operating complaints and feedback system to assess the effectiveness of service delivery.
• Developing and operating stakeholder feedback system as a channel for information customer and external parties satisfaction.
• Analysing internal and external customer complaints and feedback as well as identifying areas of overall improvement.