Organisational Excellence

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1 Organisational Excellence Model Employer In a benchmark study of employee opinions gathered from companies across 11 Asia-Pacific countries with an employee base of 15,000, ITE scored a Staff Satisfaction Index of 4.43 out of a maximum of six in 12 dimensions in the WorkAsia 2004 Asia-Pacific Employee Attitude Survey, leading the Singapore and Asia-Pacific norms of 4.11 and 4.13, respectively. Of the 12 dimensions surveyed, ITE scored the highest on job satisfaction. How ITE fared in the WorkAsia 2004 Asia-Pacific Employee Attitude Survey conducted by Watson Wyatt, a firm renowned for its human capital and financial management, reaffirmed ITE s healthy organisation climate. ITE took part in the Survey in August 2004, with a staff participation rate of 50 per cent. Knowledge Breakthrough With the launch of ITE s Knowledge Management (KM) System on 22 February 2005, ITE completed the remaining key programmes of the ITE Breakthrough plan. With KM, ITE pursued Organisational Excellence by inculcating desired practices among staff through the use of collective knowledge for value creation, retention and sharing. Knowledge that was strategic to ITE was identified under seven domains, namely, Corporate, Curriculum Development, Customer, Human Capital, Student Management, Teaching Effectiveness and Technology. Over 600 documents had been published, with 1,000 staff accessing the KM Portal every month. ANNUAL REPORT 74

2 Synergy in Action: Staff demonstrated teamwork at play as they came together at the Corporate Work Plan Seminar to contribute to the new ITE Advantage plan. Change Management With the implementation of the One ITE System, Three Colleges Education and Governance Model, staff were kept informed of the implications of the Model, as part of change management. Three CEO Outreach sessions were held during the year, where the CEO explained to staff the changes entailed and exchanged views with staff amid an informal setting. Staff were also informed of the new Corporate Theme for 2005, namely, New Vision. New Inspiration A Global Perspective, and the formulation of the five-year strategic plan to succeed ITE Breakthrough, which completed at the end of More than 400 staff were also invited to the Corporate Work Plan Seminar held on 6 December Staff deliberated on ways to align organisational efforts for the implementation of the new plan, ITE Advantage. Besides rallying the support of staff, the Seminar also enhanced change management. CELEBRATION OF SYNERGY 75

3 Customer Care ITE launched icare (integrated Customer Action and REsolution system) in September 2004 to promote quality service as part of its journey towards world-class Organisational Excellence. An online system of monitoring customer feedback, icare was mooted to provide quick resolutions to the feedback received. ITE also improved upon its reward system of frontline staff who received compliments for providing service excellence to customers by treating them to a CEO Star Service Tea Session. Introduced in 2004, the Tea Session gave ITE's service excellence ambassadors a platform for recognition by the CEO and members of the ITE PS21 Steering Committee. ANNUAL REPORT 76

4 Your Feedback, Our Resolution: ITE s customer service staff provide service excellence through face-to-face contact as well as a new online platform, icare, which offers quick resolutions to feedback. Management-Union Relations To enhance relations with its two staff unions the ITE Administrative & Ancillary Staff Branch (ITE AASB) of Amalgamated Union of Public Employees (AUPE) and the Union of ITE Training Staff (UITS) ITE held its annual ITE Management-Union Games on 19 November Guest-of- Honour, Mr Zee Yoong Kang, the Director of the NTUC Joblink and NTUC Training Centre at National Trades Union Congress, and a member of the ITE Board of Governors, built rapport with officials of ITE AASB (AUPE) and UITS. CELEBRATION OF SYNERGY 77

5 Hall of Fame ITE and staff s hallmarks of excellence for the year in review comprised: Outstanding Innovation & Quality Circles Organisation Award (2005) Sporting Singapore Inspiration Award 2004 Singapore H.E.A.L.T.H. (Helping Employees Achieve Life-Time Health) Award (Gold) (2004) SHARE (Social Help & Assistance Raised by Employees) Award 2004 (Gold) Singapore Armed Forces Commendation for Employers 2004 Asia e-learning Network Award (December 2004) [Singapore, Institute of Higher Learning Category] Development of Learning Objects for Technical Education National Day Award (August 2004) Public Service Star (BAR) [Bintang Bakti Masyarakat (Lintang)] Public Administration Medal (Silver) Public Administration Medal (Bronze) Commendation Medal Mr Sim Wei Choon Head/Educational Technology Unit Mrs Lim-Foo Fong Lee elearning Specialist/Educational Technology Unit Mr Eric Gwee Teck Hai Chairman/ITE Mr Aw York Bin Deputy Chief Executive Officer (Industry) Mr Yek Tiew Ming Principal Mr Cheang Wee Kok Shang Registrar Ms Liang Hwee Ming Head/Media Relations Mr Raymond Ong Beng Chee Course Manager/Physical Education & CCA ITE College East Efficiency Medal ITE Teacher Award (September 2004) Teaching Excellence Mdm Ho Ying Cheng Database Administrator Assistant/IT Services Mr Tay Khee Wee Lecturer/Mechatronics Ms Choo Poh Ling Lecturer/Chemical Process Technology Mr Tan Hwee Siang Lecturer/Business Information Technology (Dover Campus) (Bukit Batok Campus) (Clementi Campus) Care for Students Ms Tan Lee Suang Lecturer/Electronics (Dover Campus) Outstanding Contributions for Co-Curricular Activities Ms Lucy Law Lecturer/Service Skills Mr Yap Meng Chwee Lecturer/Information Technology (Bishan Campus) (Tampines Campus) Outstanding Contributions in Instructional Materials Development Mrs Lim-Foo Fong Lee elearning Specialist/Educational Technology Unit ANNUAL REPORT Outstanding Contributions in Innovation Dr Lisa Wang Jianwu Lecturer/Mechanical & Electrical Engineering Design (Tampines Campus) 78

6 Lecturers Deserving of the ITE Teacher Award: (left to right) Ms Lucy Law, Mr Yap Meng Chwee, Mrs Lim-Foo Fong Lee, Mr Tan Hwee Siang, Ms Tan Lee Suang, Dr Lisa Wang Jianwu and Ms Choo Poh Ling. National Recognition: ITE Lecturer, Mr Tay Khee Wee (left), being conferred the National Day Award - Efficiency Medal by the Minister for Education, Mr Tharman Shanmugaratnam. National Acclaim: Mr Eric Gwee (right), Chairman/ITE, was conferred the National Day Award - Public Service Star (BAR) by President S R Nathan for his significant contributions to technical education. ITE Long Service Award (October 2004) - Awarded to 298 staff Staff Enterprise Achievement (April 2004 to March 2005) Out of the Ashes Trials and Tribulations of a Phoenix is a book produced by staff of, as part of staff and student engagement with industry. The book chronicles stories of entrepreneurs who rose from their failures and reclaimed their enterprises. The ITE staff behind the book were: Ms Alice Seow, Manager/College Planning & Development and Life Skills Lecturers, Jeanette Sunita Xavier, Lim-Ng Lee Choo, Cheong May Lyn and Petrina Wong. At least 12 students assisted in the production of the book as part of their entrepreneurial project. Staff Humanitarian Achievement (January 2005) Nursing Lecturer from ITE College East, Ms Nancy Chua, served in the Meulaboh Mission to rebuild lives in the aftermath of the Tsunami tragedy. At the home front, Ms Chua volunteers regularly on behalf of ITE by helping the Singapore Red Cross at Blood Donation Drives, Community Health Checks, First-Aid Posts and Fundraising events. Worthy Cause: Serving humanity is a calling for Nursing staff of ITE College East, Ms Nancy Chua. CELEBRATION OF SYNERGY 79

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