QUALITY CONTROL AND SERVICOM

1.1    BRIEF BACKGROUND OF THE DEPARTMENT

The Quality Control Department was established in the year 2000 to monitor and control the teaching and learning process in the Academy. It was established as part of the Academy’s effort to meet the requirements of Regulation I/8 and Section I/8 of the STCW code. Since the Academy choose the International Organization for Standardization (ISO) Standards as a quality model, the mandate of the Department was extended to include all Departments of the Academy. Thus the original function of the Department was to develop, implement, maintain and improve the Quality Standards System (QSS) in all the processes of the Academy. 

 

In March 2004, the Servicom Unit was added to the Department in response to a circular from Secretary to the Government of Federation dated March 10th 2004 directing Ministerial Departments and Agencies to establish Servicom Unit as an organ for enforcing customer oriented Service Delivery in Government Business. This resulted to the change in the name of the department to Quality Control and Servicom.

 

Since then the Department has been responsible for all quality and Servicom related matters executed in the Academy. Owing to the technical and strategic nature of the Department, the Academy’s Management decided to boast the manning of the Department by posting three Lead (Quality) Auditors to the Department on 28th November 2014 with the mandate to restructure the Department for effective running of Quality Control and Servicom activities. Presently the Department is made up of three Units and the Secretariat.

 

1.2    LOCATION OF THE DEPARTMENT

Quality Control and Servicom Department office is located at the second floor of Academic Block of Maritime Academy of Nigeria, Oron. It shares the same floor with the School of Nautical Studies. One can gain access to the Quality Control and Servicom Department from the Maritime Safety Department through the stair case leading to the main Library. Alternatively, one can take the staircase directly opposite the security post at the main entry to the Academic Block. The Section is clearly labelled with the Department’s name.

 

1.5    STRUCTURE OF THE DEPARTMENT

The Quality Control and SERVICOM Department stands on two legs, Quality Control and SERVICOM. However, for the purposes of effectiveness and easy reporting the Department is subdivided into three Units, namely Process Development and Control (PDC), Service Improvement and Complaints (SIC), and Statistics and Information (SID) Unit . Besides, the secretariat of the Department is directly attached to the office of Head of Department as seen in the organogram.

Organogram of Quality Control and Servicom Department

 

 

Legend: HOU = Head of Unit, HOD: Head of Department

 

1.6    FUNCTIONS OF THE DEPARTMENT

The Quality Control and Servicom Department is responsible for handling Servicom and Quality related matters of the Academy. The specific functions/responsibilities of the Quality Control and SERVICOM Department include to:

1)         Establish, implement and maintain the Quality Standards System of the Academy and consistently improve upon it;

2)         Conducting internal quality audits to determine the effectiveness of the quality standards system;

3)         Co-ordinate the formulation and operation of Service Charters and Service improvement Plans in the Parastatal;

4)       Facilitate the promote awareness for customer satisfaction among staff of the Academy;

5)         Monitor and report progress and performance of Academy’s services under SERVICOM obligations through Compliance Evaluations using the SERVICOM Index;

6)         Carry out surveys of services and customers’ satisfaction on the Academy’s services;

7)         Publicize charters and sensitize the citizenry on their right for quality service  at all times;

8)         serve as a link between the Academy, Ministerial Servicom Unit and SERVICOM Office

9)         serve as the Secretariat of the Academy’s Service Delivery Committee (Departmental Nodal Officers)

10)      managing the Academy’s Customer Relations Policy including providing opportunities for customer feedback on services

11)      instituting Complaints Procedure including Grievance Redress Mechanism for the Academy and its Departments

12)      instituting appropriate Market Research techniques in identifying Customer needs and expectations

13)      spearheading the Academy’s Service Delivery Initiatives through SERVICOM compliance

14)      Report to management on the performance of the Quality Standards System and Servicom;

15)                         

1.7    KEY OFFICERS OF THE DEPARTMENT

The key officers of the Quality Control and Servicom Department are as listed below:

SN

NAME

POSTS HELD

GSM

1

Mr Thlawur Dunya

* HOD Quality Control & Servicom

* Parastatal Nodal Officer

08027344566

08158590186

2

Dr Akeem M. Lawal

* HOU Process Development Unit

* Charter Review Officer

09091796253

08079624788

3

Miss Treasure N. Okpo

* HOU Customer care

* Customer care Officer

07030348797

 

4

Miss Mandu A. Ekpo

* HOU Statistics and Information

* Service Improvement Officer

07039099229

 

 

2.0       MISSION AND VISION STATEMENT

2.1    MISSION STATEMENT

To effectively coordinate the development, implementation, maintenance and improvement of the quality of the Academy’s educational service delivery system in accordance with national and international standards and to the satisfaction all stakeholders.

 

2.2    VISION STATEMENT

To be an effective agent and advocate of qualitative educational service delivery to all internal and external customers of the Academy

 

3.0       DETAILS OF CUSTOMERS

The customers of the Quality Control Department include all internal and external customers of the Academy who stands in need of quality related services. These include:

a)    Internal customers such as:

-       Cadets and students

-       Individual staff of the Academy

-       Departments and units of the Academy

b)   External customers such as:

-       Government Agencies and stakeholders

-       Internal Regulatory bodies

-       the general public

 

 

4.0       SERVICE PROVISION

The responsibilities of the Quality Control and SERVICOM Department include to:

1)   Develop and maintain the Quality Management System of the Academy and consistently improve upon it;

2)   Promote awareness for customer satisfaction among staff of the Academy;

3)   Co-ordinate the formulation and operation of SERVICOM Charters and Service Improvement Plans in the Academy.

4)   Monitor and report progress and performance of Academy’s services

5)   Carry out surveys of services and customers’ satisfaction

6)   Publish service charters and sensitize the citizenry to demand quality service as a right at all times;

7)   Report to top management on the performance of the Quality Management System;

8)   Liaison  with external parties on quality and service delivery matters of the Academy

 

5.0         SERVICE DELIVERY

The Department is committed to the:

1)   establishment, development,  implementation, maintenance and improvement of quality educational services in the Academy;

2)   creation and sustenance of  customer consciousness and awareness among the entire staff of and to serve as the “voice of the customer” of the academy;

3)   monitoring of the effectiveness of the Quality Management System through measurement activities such as customer requirement survey, internal audits, discussion with process owners, and review of the processes to ensure they are properly maintained;

4)   Interacting with external parties of quality service delivery matters on behalf of the Academy;

5)   Prompt response to customer complaints;

6)   reporting to top management on the state of the Quality Management System and service delivery at large

 

6.0    MONITORING/PUBLISHING

In order to monitor its performance, the Quality Control and Servicom Department conducts periodic internal auditing of all its processes in accordance with documented procedures. The Department also subjects its processes to relevant external quality standards auditing.

 

7.0       GRIEVANCES REDRESS MECHANISM

Any customers of the Quality Control and Servicom Department who have the need to seek redress for poor service should please channel it through the:

a)            Customers relation and complaint officer;

b)           Parastatal Nodal Officer;

c)            Complete the customer complaint register lodged in the Quality Control and Servicom general office

 

8.0       OBLIGATIONS/EXPECTATIONS

The obligation of the Department are:

a)    To ensure that conducive learning environment are provided for the entire trainees.

b)   To inculcate discipline and good leadership qualities in the trainee during classroom teaching and examination.

c)    To challenge bad services in other service windows of Academy.

d)   To involve stakeholders, customers and employees in attaining high quality assurance.

e)    To ensure any complaints and grievance reported to the Unit is treated within 5 working days.

f)     To arrange training on quality service delivery for the entire staff of Academy from time to time.

 

The obligation of the customers include:

a)    Customers are expected to comply with the laid down rules and regulations of Academy while coming for services;

b)   Challenge bad service wherever and whenever it is experienced by expressing their feeling/observations to the officers involved;

c)    Promptly report cases of service failure through appropriate and available channels published under grievances redress section;

d)   Be transparent in transacting service with the staff and to report any activities of other customers that may hinder effective service delivery in the Academy.

 

9.0         STAKEHOLDERS OF THE DEPARTMENT

The stakeholders of the Quality Control and Servicom Department include:

a)    Ministerial Servicom Unit of the Ministry of Transport, Abuja;

b)   Servicom Office, the Presidency Abuja;

c)    International Maritime Organization;

d)   Standards Organization of Nigeria;

e)    All internal customers of the Academy

 

 

T. Dunya

Head, Quality Control and Servicom