It gives me great pleasure to welcome members of the University Community and other stakeholders to the website of the Quality Assurance and SERVICOM Unit. The website is loaded with varieties of items such as Information, News Update, Frequently Asked Questions, Gallery and Downloads as well as Uploads on Faculty Board of Studies/Examinations, Work Plan, Student and Staff Complaints among others.
Quality Assurance and SERVICOM are like identical twins. Their functions are interwoven. Simply put, there is a symbiotic relationship not just between the two terms, but also between the activities they carry out. One way, however, to make a clear distinction between the duo is to define them. Quality Assurance on one hand is the process of verifying whether a service or a product is being produced and provided in line with established best practices and meets required specification and customer expectations. It is a process-driven approach that facilitates and defines goals regarding service/product design, development, and production.
The primary goal of Quality Assurance is tracking and resolving deficiencies prior to service delivery. Quality Assurance increases customer confidence and credibility and improves efficiency and overall work processes. An organization’s Quality Assurance approach generally emphasizes management, knowledge, skills, personal integrity, confidence, quality relationships and infrastructure.
SERVICOM on the other hand is an acronym derived from two words – service and compact. The combination of the words denotes service compact. Individually, service simply means the needs of the public which is provided in a planned and organized way by an individual organization and government. Compact on the other hand is a formal agreement between two or more people as well as between the government and the citizens.
In this case, SERVICOM is a service compact whereby customers or clients are expected not only to be served but served right by the service provider. Put in another form, SERVICOM is an agreement between the Federal Government, including all its organs and agencies as well as its parastatals such as universities on one hand and the Nigerian people on the other. SERVICOM was established in 2004 by the Olusegun Obasanjo’s led Federal Government.
Quality Assurance and SERVICOM was not established to witch-hunt. Rather, the role of Quality Assurance and SERVICOM is to ensure customer’s satisfaction and provision of value-added service. The major aim of the Quality Assurance and SERVICOM Unit, therefore, is to ensure quality efficient and effective service delivery
The mission of the University of Lagos is, “to provide a conducive environment for teaching, learning, research and development, where staff and students will interact and compete effectively with their counterparts globally.” In line with this mission, on May 12, 2012, the Quality Assurance & SERVICOM Unit under the office of the Vice Chancellor was established in the University. To effectively discharge its mandate, the Quality Assurance & SERVICOM Unit is divided into two (2) arms.
This sub-unit is responsible for the Internal Quality Assurance System (IQAS) aimed at setting up, maintaining and improving the quality and standard of teaching, scholarship (student learning experience), research and service to the community. The overall objective of the Quality Assurance mechanism of the Unit is to continuously promote and improve the quality of the core activities of the University as a whole.
The SERVICOM arm is about service: doing what we’re employed to do. “Service is what we offer ourselves for. Service is what the people are entitled to expect from us. This arm of the unit, therefore, ensures that services are provided timely, fairly, honestly, effectively and transparently.
Consequent upon the core provision of Service Compact with All Nigerians (SERVICOM) established at the Special Presidential Retreat on Service Delivery in Nigeria on 21st March, 2004, which says: “We dedicate ourselves to providing the basic services to which each citizen is entitled in a timely, honest, effective and transparent manner, the Quality Assurance and SERVICOM Unit of the University of Lagos was formally established on May 12, 2012. The pioneer Director and Deputy Director were Prof. Solomon Adewale Okunuga and Dr. Virgy Onyene (now Professor). Meanwhile, Prof. Cecelia Igwilo had doubled as Director of Academic Planning and the unit prior to Prof. Okunuga. The immediate past Director was Prof. L. O. Chukwu while Dr. Dr. S.A. Oladipo was the immediate past Deputy Director. The current Director and Deputy Director are Prof. Grace O. Otinwa and Dr. Solomon O. Azumurana.
Internal PolicyThe internal Quality Assurance Policy of the University of Lagos deals with; strategy, procedures, standards, organization, responsibilities, implementation, monitoring and revision.
Monitoring SystemMonitoring of Lectures, Monitoring of Examinations, Monitoring of Research Performance, Monitoring of Students progress, drop-out & pass rates, Feedback from Labour market and Alumni
Periodic ReviewProvision of formal mechanisms for periodic review or evaluation of the quality of the core activities of the programmes and degrees, research activities and community service using monitoring systems and quality hand book:
Quality HandbookThe Quality Handbook of the University of Lagos Quality Assurance and SERVICOM Unit documents all regulations, processes, and procedures concerning quality assurance in the institution.
The Quality Assurance Unit of the University of Lagos oversees; Quality Assurance Matters, SERVICOM– Service Delivery Matters, Anti-Corruption and Transparency matters. The overall objective of the Quality Assurance system is to continuously promote and improve the quality of the core activities and the institution as a whole.
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