SUPPORT SERVICES
A. Scope: The quality assurance system for support services covers processes and measures related to support services provided to RU students and staff.
B. Purpose: To ensure quality and continuous improvement in support services for students and staff.
C. Terms and definitions:
1. Support Services: Support services include all RU departments which operate across Academic Schools and aim to support those Schools in fulfilling their roles concerning research, teaching, and ties to industry and the community.
2. Service surveys: Service surveys are internal surveys administered to students and staff to monitor their views and opinions.
3. Annual reviews: A review held each year where each staff members meets with his/her supervisor, discussing performance in the previous year and setting goals for the new year.
4. Continuing education: Employees attending courses or pursuing formal studies to maintain and enhance their knowledge, either within or outside RU.
D. Key processes:
1. Annual service survey among students: An annual service survey among students has been conducted in April of each year since Spring 2007. Students are surveyed on their views about all support departments which concern them. Results are presented to the staff of the departments and subsequently used to improve their services. The survey is administered electronically and e-mails are sent to students encouraging them to participate.
2. Other feedback from students: Support departments which conduct seminars (for example, Student Services and Teaching Affairs) always administer an evaluation following seminars and process evaluation results to ensure the quality and utilisation of the services. The surveys are administered either electronically or in print form.
3. Annual reviews: Annual employee reviews are held in support functions during the period from December-March. These reviews follow a process similar to that for academic staff (see above), but using a different review form.
4. Continuing education: The same rules regarding continuing education and study leaves apply to support staff as to academic employees (see above), with the exception of sabbaticals.
5. Annual service survey among faculty: This survey was conducted for the first time in 2009, and inquires about various aspects of faculty‘s experience in using the support services.
E. Responsibility: Executive Director of Human Resources and Quality, other Executive Directors and Directors of support functions.
