The Development of Handbook for Service Excellence of Academic Supporting Sectors at Christian University of Thailand

Abstract

          The purpose of this research was to develop handbook on procedures for service excellence of officers in academic support sections of Christian University of Thailand, in order to apply as guidelines to improve the efficiency of service performance of staff in academic support sections according to their responsibilities  assigned  by the university. These will lead to the satisfaction and the impression of the students and persons receiving services including university personnels which will create a good image on service excellence of the university as well.

          The development of the handbook on procedures for service excellence of staff in academic support sections was based on the service excellence frameworks developed by Assistant Professor Dr.Janjira Wongkhomthong, President of Christian University of  Thailand, literature review on related frameworks and service excellence theories in Thailand and countries including the opinion surveys of the first-year to fourth-year students and CTU staff. Then, all collected data were synthesized and developed to be handbook and such handbook was submitted to the experts who are the university administrators to consider and give suggestion for revision and conclusion.

          This handbook consisted of 3 chapters which are as 1)preparation 2) procedures which cover service providers, service facilities, and service process and 3)service evaluation, and the 97 procedures and guidelines for service excellence were included in this handbook.