Published on August 11, 2007
Slide1: Self Assessment Report (SAR) 2005 By QT 1 AuNet Center AuNet Vision & Mission: AuNet Vision andamp; Mission Vision: Leading Internet Service Provider in support of AU’s Education Mission Mission: Total solution for changing internetworking requirements of users Major Achievements: Major Achievements Web-based Information System Service Services and Solutions to support learning and teaching Improved Business Continuity Issues and Challenges: Issues and Challenges Crisis of customer confidence. AuNet’s QA System is not well understood by many staff members Technological excellence has been achieved, but the satisfaction of the customer does not seem to improve. KPI 1 – Vision Mission and Strategy: KPI 1 – Vision Mission and Strategy IAAT recommends that AuNet Center should: Revise its vision and mission in line with the university vision and mission The vision and mission must be communicated to all the stake holders Project reports should be prepared and shared among the staff members. Project monitoring and feedback system are to be created KPI 1 – Vision Mission and Strategy: KPI 1 – Vision Mission and Strategy What AuNet Center did: Formulation of strategic plans 2006 - 2011. Project reports have been done as a part of the Annual Report of the center. All the reports are shared to all members and also stake holders via the center’s QA website, www.qa.aunet.au.edu The vision, mission and direction of the center have been discussed by director, assistants and all process owners. The center also open to all staffs to review and comment before they would be announced. All projects the center plan for next year based on the direction and strategy of the center. KPI 1 – Vision Mission and Strategy: KPI 1 – Vision Mission and Strategy Issues: Many staffs do not understand how the vision and mission can be applied to their work in real life. The result and standard performance output of every projects are set but they have not been monitored well. Recommendations: Plan Analysis and Monitoring System Strategic Implementation KPI 2 Support to Teaching and Learning: KPI 2 Support to Teaching and Learning IAAT recommends that AuNet Center should: A systematic analysis of the complaints received through the call center must be carried out The center should seek for faculties’ needs and should make a plan on how to serve them. Stakeholders are to be segmented and their particular requirements may be systematically captured, stored and retrieved. KPI 2 Support to Teaching and Learning: KPI 2 Support to Teaching and Learning IAAT recommends that AuNet Center should (cont): The center should adopt a more customer oriented approach in planning and implementing its activities. The center should publicize the services and support services to all university members. What AuNet Center did: Setup ICT training courses to faculty members and staffs. Cooperate with many faculties and departments to setup their web-based information services. Continue creating e-learning courseware for many subjects. KPI 2 Support to Teaching and Learning: KPI 2 Support to Teaching and Learning Issues: Many services we provided never been used. The existing customer category is not good enough. The customer service system has been setup but some staffs still not follow the system. There are less number of on-line request service and less number of communication channels. Recommendations: The AuNet Center should revise the customer category so each kind of customer can get the right services as they required. Service utilization requires monitoring so to ensure satisfaction and efficiency The center should create more and effective communication channel KPI 3 Support to Student Activities: KPI 3 Support to Student Activities IAAT recommends that AuNet Center should: The AuNet should identify the types of student activities it would like to undertake, the tracking mechanism and effectiveness assessment methods and the benefits gained by the students and include them in its action plan. KPI 3 Support to Student Activities: KPI 3 Support to Student Activities IAAT recommends that AuNet Center should (cont): The center may also consider whether it should have a direct participation by organizing student development activities in the IT-related areas. The center may also publicize various student activities such as Freshmen and Last Orientations, Sports competitions, Student competitions, Career week, Guest Lectures ,and Academic advising KPI 3 Support to Student Activities: KPI 3 Support to Student Activities What AuNet Center did: As a support unit, it provides a general process to support the student activities. Recommendations: A concrete plan should be setup to cooperate with students to help them. KPI 4 Support to Research: KPI 4 Support to Research IAAT recommends that AuNet Center should: There should be clear policies on the support of the researches conducted in the university. The AU Net should publicize the improvements made to its products and processes to make the stakeholders appreciate the efforts. KPI 4 Support to Research: KPI 4 Support to Research IAAT recommends that AuNet Center should (cont): The center should be more active in facilitating the faculties’ research efforts and projects with its products and services. The center must co-research within the university concerning web-based products and services to improve its performance to gain customer confidence. KPI 4 Support to Research: KPI 4 Support to Research What AuNet Center did: The Center has studied and deployed some technologies to improve the infrastructure performance, security, and reliability like Storage Area Network, Optical Networking connecting Hua Mak and Bang Na campus, Disaster Recovery System, Virus protection, and Directory Services. Issues: No particular policy for the research. Recommendations: The policies to support the university researches should be defined clearly A former lab for Randamp;D should be installed for general purpose research and sustain the innovative development. R andamp; D should be conducted regularly. KPI 5 Support to Academic Services: KPI 5 Support to Academic Services IAAT recommends that AuNet Center should: The AuNet should develop policies, plans methods and assessment methodologies for academic services (which is, in fact, different from social responsibility). Cost effectiveness of each aspect of the services should be analyzed. KPI 5 Support to Academic Services: KPI 5 Support to Academic Services IAAT recommends that AuNet Center should (cont): As resources and time are limited, effective services rendered to the target communities should be listed and prioritized. The center should try to increase public awareness of the academic services provided Recommendations: The center should define a clear policy to support and to engage in appropriate academic services, according to its mission in the University. AuNet should rethink about the social dimension of its works and life, and include social services and responsibility in its Operation Plans. KPI 6 Promotion of Thai Arts and Cultures: KPI 6 Promotion of Thai Arts and Cultures IAAT recommends that AuNet Center should: AuNet Center should set policies, plans and strategies for the promotion of Thai Arts and Culture. Since there are many international faculty members and students on both the campuses of the university, the center should provide information about the important festivals and events in Thailand as and when they take place. The center may provide information or links regarding important tourist destinations in Thailand. KPI 6 Promotion of Thai Arts and Cultures: KPI 6 Promotion of Thai Arts and Cultures What AuNet Center did: AuNet always provide the Internet based services in many of Thailand special days such as Beloved King and Beloved Queen projects. Issues: There is no actual plan setup to continue the services the Center provided. Recommendations: AuNet Center will engage in a serious study on the value systems laid hidden in Thai cultures and Arts and devise a systematic approach for their promotion. KPI 7 Administration: KPI 7 Administration IAAT recommends that AuNet Center should: Job analysis must be regularly done to identify the actual needs and to allocate the jobs proportionally. BSC should be regularly used and developed. Ways and means must be found to implement staff training programs. KPI 7 Administration: KPI 7 Administration IAAT recommends that AuNet Center should (cont): A systematic process for monitoring personal satisfaction and career counseling are to be setup and make known to the staff. Benchmarking AU Net’s performance with other institutions/agencies to upgrade its work standards should be done. The Director must appraises the University of the need for better compensation package to increase the morale and motivate the staff. KPI 7 Administration: KPI 7 Administration What AuNet Center did: Job analysis for every staffs have been done. Every staff understand their responsibility and scope of their work. The director of the center tried to coach every staff to be leader. The center continuing develop a tool called 'service logging system'. It is both a operation performance data collector and process monitoring. KPI 7 Administration: KPI 7 Administration Issues: Personal satisfaction still be a problem of the center. Recommendations: The personal skills and knowledge should be improved and it should be done systematically. The collected data should be analyzed to feedback the operation performance. BSC will be used for performance assessment. The benchmarking should be implemented within a year or two. Staff satisfaction should be formulated and implemented. KPI 8 Finance and Budgeting: KPI 8 Finance and Budgeting IAAT recommends that AuNet Center should: The Center should identify other source of income and avoid unnecessary wastes for better financial performance. A systematic process for budget allocation and auditing in each project must be installed. A systematic process to monitor and assess cost effectiveness in each project should be designed. Utilization of resources should be planned for maximum benefits. KPI 8 Finance and Budgeting: KPI 8 Finance and Budgeting What AuNet Center did: The external center income is only from 'AU CD' project. All projects are carefully controlled by the director to ensure that the result is as expected. Issues: The resources usages has not been monitored yet. Recommendations: The Center should implement a wastes analysis system this coming year. Service utilization should be maximized for efficiency of investment and operation. KPI 9 Quality Assurance & Performance Result: KPI 9 Quality Assurance andamp; Performance Result IAAT recommends that AuNet Center should: The QA system of the Center must be aligned with that of the University. All the staff should be motivated to apply quality assurance in daily work. Staff understanding of the QA system must improve. KPI 9 Quality Assurance & Performance Result: KPI 9 Quality Assurance andamp; Performance Result IAAT recommends that AuNet Center should (cont): An effective assessment method should be developed to evaluate student learning results as a result of the service provided by the center. The center must provide levels and trends of the market that will give a complete picture of its effectiveness. A scheme must be devised for staff members’ development to help them to plan their career growth and retain them. Innovative technology must be used for the support and services of the AuNet. KPI 9 Quality Assurance & Performance Result: KPI 9 Quality Assurance andamp; Performance Result What AuNet Center did: The center do the SAR and scoring itself based on the University QA manual 3rd edition. The center also setup reporting system so the leader of each project must write a report once the project finished with the problem and results. Once a year, the center make a satisfaction survey to get the feed back from users. KPI 9 Quality Assurance & Performance Result: KPI 9 Quality Assurance andamp; Performance Result Issues: the center still cannot find the appropriate indicators to measure that how the Internet services that the center provide effects the student learning results. The staff satisfaction level is still unknown Some of the graduated staffs cannot be promoted according to the University regulations. KPI 9 Quality Assurance & Performance Result: KPI 9 Quality Assurance andamp; Performance Result Recommendations: The center should formulate appropriate indices for stakeholder results and satisfaction, and make use of it to assess the results of all its services and solutions. The staff satisfaction survey should be implemented as soon as possible, and the results are used to improve their morale. Conclusion: Conclusion Actually, AuNet center provide the services defined in almost KPI, but there is less of documentation and some services are not setup systematically. Many of the services the center provided were rarely used, so, the center should setup more communication channel to the users. All the services must be improved to match the users’ need.