NILAI – USIM Library had organized a talk on quality service management on June 24th, 2011. The talk was delivered by the Vice Chancellor, Y. Bhg. Professor Dato’ Dr. Muhamad Muda. The Vice Chancellor has outlined 5 characteristics of service quality that must been carried out by any division. The characteristics that mentioned above are; cheap (price, value), fast (on time), friendly (assist), easy (accessible, easy to find/access), and accurate (corresponding to users’/ stakeholders’ needs).
He also introduced a quality management framework in which the quality management begins with managing all the perceptions and expectations. Only then, the reputation will begin to develop.