The Director of Quality Assurance and SERVICOM, Professor Grace Olapeju Otinwa has reiterated the need to increase customer confidence in the services of the University of Lagos.
Professor Otinwa gave the charge during the meeting of the University Quality Assurance and SERVICOM officers on Thursday, March 23, 2023, at the Rahman Ade-Bello Auditorium (formerly Julius Berger Hall), UNILAG, Akoka.
In her remarks, Prof. Otinwa described Quality Assurance and SERVICOM as identical twins, with interwoven functions. She, however, posited that one way to make a clear distinction between the two is to define the two terms.
Her words “Quality Assurance, on one hand, is the process of verifying whether a service or a product meets required specification and customer expectations while Service Compact otherwise known as SERVICOM is a process-driven approach that facilitates and defines goals regarding service/product design, development, and production”.
While highlighting the importance of quality assurance, the QA Boss noted that it is at the heart of the various duties within the university system. She said that Quality Assurance Officers (QAO) in the different departments are expected to point out grey areas to their Heads, and suggest possible areas to improve the efficiency and overall work processes of SERVICOM in the university.
The Professor of Exercise Physiology announced the creation of (5) five new committees which are: SERVICOM Sensitization and Awareness Committee, SERVICOM Compliance Committee, SERVICOM Surveys, and Customer Relations Committee, SERVICOM Grievances and Redress Committee, SERVICOM Capacity Building & Service Improvement Plan Committee. Prof. Otinwa explained that University Quality Assurance and SERVICOM officers would serve in the committees which were mechanisms for ensuring compliance with standards.
The meeting also featured a presentation and interactive session by the Deputy Director, Dr. Ayodele Omotayo with the new Quality Assurance and SERVICOM officers, on the practices and models of Quality Assurance operations and Service Compact delivery.
During the interaction with the officers, Dr. Omotayo emphasized their role to ensure customer satisfaction and provision of value-added service.
Each Quality Assurance & SERVICOM Officer will serve for a term of three years, renewable for another term of three years by the nomination of the Head of Department.
The next meeting of the Quality Assurance and SERVICOM officers is scheduled for June 21, 2023