1. Notifying clients of any course to be conducted at least one month before the course begins;

2. Ensuring that course delivery gets an average evaluation score of at least 5.5 on a scale of 1-7 for delivery effectiveness;

3. Ensuring that INTAN trainers get an average evaluation score of at least 5.5 on a scale of 1-7 for delivery effectiveness;

4. Ensuring that training infrastructure and facilities provided get an average evaluation score of at least 5.2 on a scale of 1-7 for client satisfaction; and

5. Ensuring that all inquiries and complaints from INTAN’s clients are:

• • acknowledged within one working day, and

  • resolved within 7 working days (except for complaints which have legal implications).

INTAN QUALITY OBJECTIVES

1. Conduct at least 90% of courses that have been planned;
2. Obtain an average evaluation score of:

• • Not less than 5.5 on a scale of 1 to 7 for course achievement overall score;

  • Not less than 5.5 on a scale of 1 to 7 for internal trainer overall score;

  • Not less than 5.5 on a scale of 1 to 7 for external trainer overall score;

  • Not less than 5.2 on a scale of 1 to 7 for accommodation overall score;

  • Not less than 5.2 on a scale of 1 to 7 for food overall score; and

  • Not less than 5.2 on a scale of 1 to 7 for resource center overall score.