The Centre for Strategic Business and Professional Development (CSBPD) has hosted a 5-day training workshop on Quality Service, Monitoring and Evaluation (M & E), from 16th to 20th September 2024, at the main campus.

The training workshop, which was organized for a select group of police officers from the ICT Department of the Ghana Police Service Headquarters, aimed at enhancing the capacity of the officers in Performance Evaluation, Strategic Planning and Data-Driven Decision-Making to influence policies.

A Consultant and Lead Facilitator, Mr. Paul Rex Danquah, gave a presentation on “Monitoring and Evaluation.” He explained that monitoring is an ongoing process by which stakeholders obtain regular feedback on the progress being made towards achieving their goals and objectives.

According to him, evaluation is an assessment, of an activity, project, programme, strategy, policy, topic, theme, sector, operational area and institutional performance. Mr. Danquah highlighted six steps of M & E, including, problem identification, logic model, indicator selection and definition, target setting, data collection and analysis and evaluation.

He emphasized that successful monitoring systems rely on four essential pillars, namely, ownership (vested interest and sense of responsibility), management, maintenance (regular updates ensures sustainability), and credibility (accurate, reliable and unbiased).

Mr. Danquah concluded his presentation with a thought-provoking quote from Henry Ford: “If you do things the same way you have always done them, you will get the same results you have always gotten. In order to change your results, you have got to do things differently.”

The second Facilitator, also a Consultant, Mr. Patrick Andoh, discussed “Quality Service.” He defined quality service as the ability of a product or service to consistently meet or exceed customer expectations. Mr. Andoh outlined the fundamental service quality dimensions, vital for delivering outstanding service, namely, convenience, reliability, responsiveness, time, assurance, courtesy and tangibles.

He stressed on the pivotal role of quality and personal values in driving organizational/business excellence. According to him, personal values are the foundation of quality when individuals prioritize excellence, responsibility and respect. Mr. Andoh highlighted the three levels of quality, including, organizational level (meeting external customer requirements), process level (linking external and internal customer requirements) and performer/job level (meeting internal customer requirements).

Earlier, the Director of CSBPD, Mrs. Araba Hackman Akanji, warmly welcomed the participants to the workshop. She emphasized that CSBPD is committed to delivering exceptional non-academic programmes for the University, with a strong focus on leadership development, professional skills enhancement and industry-specific training.

In her closing remarks, Mrs. Akanji extended her sincere appreciation to the facilitators for sharing expertise and insightful guidance; the participants for active engagement and enthusiastic participation and the training coordinators for seamless organization and logistical support. At the end of the training programme, participants were awarded certificates of participation.