With respect for Aboriginal cultural protocol and out of recognition that its campuses occupy their traditional lands, Western Sydney University acknowledges the Darug, Dharawal, Gadigal, Gundungurra and Wiradjuri peoples and thanks them for their support of its work in their lands (Greater Western Sydney and beyond).
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The International Standard for Service Excellence (ISO 23592) outlines the importance of having a service excellence strategy to align services within the organisation. At Western, our service excellence strategy consists of a Service Excellence Vision, Mission and Principles.
The Service Excellence Vision outlines a desired and inspirational future state for services at Western. The Mission is a roadmap of how we are going to achieve the desired future state through effective partnering, communication and innovation.
Delivering sector leading service experiences to our students, staff and community.
Our people deliver service excellence through genuine partnerships, open and respectful communication, and bold service innovations.
Service Excellence Principles
Working Together - Work collaboratively and respectfully, in genuine partnership towards common outcomes, avoiding the ‘us’ and ‘them’ mentality, underpinned by effective communication.
Strategic alignment - Ensure service design and delivery is aligned to the University Strategic priorities, and maintaining clarity of purpose.
Accountability - Articulate, measure and report on key performance with an openness to listen and respond to feedback.
Reliable and accessible - Create trust through providing consistent and accessible service delivery that is flexible and resilient.
Simple and standardised - Develop service processes across the organisation that favour clarity, simplicity, standardisation and efficiency.
Continuous improvement and learning - Actively innovate to identify and address unmet and growing needs and opportunities.
Financial sustainability - Provide an equitable service experience within available resourcing envelopes, balancing efficiency with effectiveness and viable outcomes.
Our approach to service management also aligns to our values within 'Sustaining Success 2021-2026'.
The Service Reimagined team encourages all staff to build service partnerships based on the University’s values and service-oriented behaviours.
Acknowledgement of Country
