Client’s Charter

Client's Charter

We pledge to provide services which are efficient, accurate and friendly to fulfill the learning, teaching and research needs.
We strive to acquire all types of library materials needed as references for teaching, learning and researching.
We promise to manage the payment matters adhering to the rules for all services with speed, efficiency and friendly manner
In executing our tasks above, we are willing to accept suggestions and comments from users to ensure customer satisfaction is achieved.

Clients' Charter	Measurement	Achievement (Jan 2015-June 2015)
We pledge to provide services which are efficient, accurate and friendly to fulfill the learning, teaching and research needs	80% or more users satisfied	264 users or 68% from 400 users who respond to the survey satisfied
We strive to acquire all types of library materials needed as references for teaching, learning and researching	Interlibrary loan 50% (to) request rate fulfilled 60% (from) request rate fulfilled Books – Acquire 80% of items requested	Interlibrary loan 245 (67.5%) request (to) from total of 363 requests fulfilled 160 (73.3%) request (from) from total of 217 fulfilled Books acquire rate by category as follow: Postgraduate 89.8%,Undergraduate 91.8%, Management Foundation 88.6%
We promise to manage the payment matters adhering to the rules for all services with speed, efficiency and friendly manner	Processing payment within 7 working days	202 invoices are processed within 7 working days.
In executing our tasks above, we are willing to accept suggestions and comments from users to ensure customer satisfaction is achieved	Give feedback within 7 working days	20 customer complaints are managed within 7 working days.

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