ABSTRACT

There is much discussion today about the need to transform higher education. Experts and researchers list numerous challenges: access; low infrastructural capacity for enrolled students to learn, reducing quality of student living environment; the increasing cost of higher education; and concerns that graduates don’t possess the skills required to compete successfully in today’s interconnected, global marketplace. The University Women’s Association (UWA) takes the position that higher education is a service, or a service system, and that transformative initiatives aiming to address the types of problems noted earlier will benefit from viewing them through a service lens.

The main goals of the training with theme, “Effective Service Delivery: Understanding Our Role in the Change Process,” is to: (1) guide stakeholders within the university community learn strategies for effective service delivery; (2) understand the functional role in meeting the service needs of students, and; (3) sensitive key stakeholders on SERVCOM performance indicators and its implication on the student lifecycle.

 UWA and UNN SERVICOM team are of the belief that developing a ‘service lens’ that appreciate service delivery will put the main customer (student) at the center of improvement and innovation initiatives. This will help them consider the customer experience to be a foundation for analyzing and making enhancements while assuming that the customer is a co-creator of value.

Training Topics

1. The Importance of Healthy Living In Our Academic and Civic Performance
2. Effective Time Management Strategies for a Successful Student Lifecycle-

Dr. Nkechi Onyeneho

1. Effective Service Delivery: Understanding Our Role In the Change Process- Prof. Chidi Onyia and SERVICOM team.

Audience

1. University Women Association members
2. Student Affairs
3. Student body leadership, class representative, hall warden and supervisors, Environmental team representative, Cleaning Contractor group representatives (UNN & UNEC), medical center and security department representative.

Objectives:

Participants will:

1. Understand service delivery initiatives in Nigerian universities, especially the University of Nigeria Nsukka model.
2. Understand the role of a Service Charter in guiding service delivery process in all aspects of the university community.
3. Understand our collective responsibility in the vision for quality service and improved student living conditions.
4. Understand the role UWA plays in advocating for improved student living conditions.
5. Understand the importance of time management in a successful student lifecycle.

1. Prof Chizua Umeano- UWA
2. Prof Nkadi Onyegegbu-UWA
3. Prof Chidi Onyia- SERVICOM