With respect for Aboriginal cultural protocol and out of recognition that its campuses occupy their traditional lands, Western Sydney University acknowledges the Darug, Eora, Dharawal (also referred to as Tharawal) and Wiradjuri peoples and thanks them for their support of its work in their lands in Greater Western Sydney and beyond.
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This stream is focused on establishing a business model that emphasises service excellence and service improvement. This stream seeks to enhance the user experience of service at the University by equipping service areas with the knowledge and tools they need to implement goals and mature as a service.
- Service Governance Framework & Health-Checks
- Enterprise Service Management Survey
- Service Improvement Toolkit
Service Excellence Principles
Service excellence refers to the ability of service areas to consistently meet and exceed user expectations, delivering an industry-leading experience. Western’s service excellence principles define how we, as an organisation, will deliver outstanding service experiences to our users. Mature services areas target service improvements around these principles, embedding them into their service operating model.
- 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’s strategic priorities and maintaining clarity of purpose.
- Accountability: Articulate, measure and report on key performance and requirements with an openness to listen and respond to feedback.
- Reliable & Accessible: Create trust through providing consistent and accessible service delivery that is flexible and resilient.
- Simple & Standardised: Develop service processes across the organisation that favour clarity, simplicity, standardisation and efficiency.
- Continuous Improvement: 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.
Acknowledgement of Country
