Quality Assurance


The Quality Assurance Program provides resources and guidance on the policies, procedures, and processes relating to University business functions. We collaborate with business administrators and other central operations units to implement effective process improvement solutions.



Our mission is to: 

·         Analyze the needs of the University’s most complex business functions;

·         Provide review and recommendations on process and procedure improvements;

·         Facilitate the design, development, and documentation of business solutions;

·         Liaise between the Administration & Finance division and campus departments.


Lean Approach for Process Improvement

Figure 1: Lean Process Improvement Cycle

The Quality Assurance Program applies Lean methodology to drive continuous process improvement. Lean is a customer-centric approach that was derived from the Toyota Production System (TPS). Lean has been widely applied in manufacturing, healthcare, and education sectors.


Lean methodology focuses on the value to customer and business process flow by eliminating wastes in an end-to-end process, with waste being defined as transportation, waiting, overproduction, defects, inventory, movement, and extra processing. Lean can help organizations reduce costs and cycle time, increase service capacity and productivity, improve efficiency, and empower a culture of continuous improvement.


Figure 1 provides an overview of the Lean process improvement approach:

1.      Document current process

2.      Design process improvement solutions

3.      Collect feedback from process improvement advisory committee

4.      Implement process improvement solutions

5.      Refine improvement solution based on process performance

6.      Monitor improvement for sustainability