Al-Madinah International University

OBJECTIVES

STRATEGIES

To establish a One Stop Centre that handles enquiries and service requests from external and internal customers.

We shall:

- Use all the Interim Solutions in order to establish the CSC Department.

- Continuously improve the CRM system by customizing the existing CRM system to meet user needs (CSC/relevant department/LCs).

To achieve the annual target number of students through the University’s marketing department units.

We shall:

- Penetrate 6 new markets. These markets are:

Europe, the Americas, North Africa, Australia, the Gulf nations and India.

- Target to add an additional 1,250 students.

To develop the university’s procedures and rules for admissions.

We shall:

- Complete policy for Admissions and Registration Units.

- Use the Campus Management System to manage and maintain the students’ information related to admissions and registration.

- Provide the necessary training to our Learning, Service, and Collaborative Centre staff to be a part of the admissions process.

To develop and deliver exceptional student services and counseling support services enriching and supporting the students’ academic success and their personal development.

We shall:

- Develop effective Orientation programs and provide services for new students to facilitate their successful transition to university life.

- Develop and distribute basic student guides.

- Establish and further develop main standard operating procedures (SOPs) and policies.

- Establish a basic effective document and records system for both student services and counseling services, which recognizes students confidentially and privacy needs according to professional standards.

- Facilitate learners’ academic success and build upon their academic and personal strengths.

To ensure the smooth conduct of all examinations and maintain correct students’ database at all times.

We shall:

- Use the Campus Management System (CMS) to manage and maintain student data related to student records to calculate and report examination results and for online registration for courses or subjects.

- Create a strong room to keep students’ answer scripts as required by MQA.

OBJECTIVES

STRATEGIES

To improve response time and efficiency for both internal and external customers in a timely manner with the best level of quality service to portray a good image of the University.

We shall:

- Use the 2009 tasks/activities to improve the entire Customer Service Centre’s Plan on 1st/2nd/3rd Quarter improvement. The improvement shall include:

CRM System, manpower, workplace, tools, training, quality service, integration, process workflow.

To improve the method of marketing the University’s programmes through continued searching for international qualified partners and to collaborate with them in achieving this goal.

We shall:

- Penetrate into new places for marketing.

- Work to achieve the target of adding an additional 11,000 students.

To improve and document all admissions and registration policies and to provide them for applicants so that they can be admitted in a timely manner.

We shall:

- Upgrade the services of the electronic system related to admissions and registration.

- Flexibility in the applicant policies and procedures by way of the CMS.

To improve and expand new student support programmes and services to facilitate their successful transition to university life, including establishing mentoring programmes.

We shall:

- Develop comprehensive student feedback and assessments.

- Improve cooperation and partnership with relevant universities and professional institutions and organizations.

- Improve awareness of student services and improve the accessibility and flexibility of our services.

- Improve student Research Assistantship Programs.

To improve and expand a reliable students’ database.

We shall:

- Improve staff training on record keeping & administration of examinations.

OBJECTIVES

STRATEGIES

To maximize customer loyalty, reduce costs, and boost revenue by developing the Customer Service Center into a strategic service centre.

We shall:

- Offer high quality services that result in customer satisfaction.

- Enhance CRM service quality which includes: tools, training, workplace integration, and process workflow.

To professionally enhance the function of students recruitment activities, and to accomplish the University’s objectives.

We shall:

- Increase the marketing points and expand the promotion of the academic courses offered by the University, while targeting to increase student numbers to reach 18,000 students.

To offer professional, flexible, and high quality services in the area of admissions and registration.

We shall:

- Make current admissions and registration services, procedures, and policies more flexible.

- Increase the number of services available in the electronic system related to admissions and registration and simplify those services, while ensuring the student can interact with those services quickly in an automated environment.

To enhance student activity programs, student clubs and student organizations by means of the Internet and the learning centers, including development campus activity facilities and the student union.

We shall:

- Enhance student advocacy and student satisfaction and enhance student representative organizations

- Continue to enhance awareness of student services and enhance the accessibility and flexibility of our services

- Continue development for housing and residential support services and campus-based student services; offering comprehensive campus-based services along with continued online services.

To enhance the reliability of the department within the University and to fulfill all the requirements set by the Malaysian Qualifications Agency (MQA) regarding examinations and records.

We shall:

- Gain expertise from established higher learning institutions in handling records & examinations by way of exchange, seeking assistance, training, and visits.

- Continuously improve, develop, and update correct students’ database related to examinations and records.