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Monash Memo - 27 June 2001

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Serious about quality

The quality of Monash support services is a vital ingredient in how the university is regarded both in Australia and overseas, according to deputy vice-chancellor (Resources) Alison Crook.

Opening a one-day workshop recently, Ms Crook spoke to divisional directors and senior support services managers about the need to link service objectives to key measures.

"We have to be sure that quality services are being delivered," she said.

The workshop introduced the group to the Balanced Scorecard approach to performance measurement and was conducted by the Centre for Higher Education Quality (CHEQ)'s new quality adviser for support services, Ms Jill Dixon.

Ms Dixon will give ongoing assistance to support services on quality issues.

CHEQ director Professor Graham Webb said there was great benefit from groups meeting to share their progress on setting objectives and assessing quality.

"We need to get quality right for ourselves, as well as for the external audit," he said.

Professor Webb said the university would undertake a self-review on quality over a six-month period from September this year.