JGU has started Quality Audits for the purpose of Auditing Service Quality Enhancement with a focus on service outcomes and Customer satisfaction in the Context of the University’s Vision, Mission and Core values. It is to add value and consider areas for further development.

Purpose of Internal Quality Audit
The main purpose of Internal Quality Audit is to provide independent, objective, and unbiased view of the systems and procedures of the department and to make suggestions to add value and improve its operations. This exercise is intended to promote self-reflection and continuous quality enhancement of the department’s practices and procedures, and thereby enabling it to internalize a system for transparency and accountability.

JGU Health Centre
The Internal Quality Audit for the Health Centre was conducted on 26 April 2018, by the Quality Audit Team consisting of:

  • Dr.  Shanthi Karrupuswamy (JSIA) – Chair
  • Mr. Hemant Prakash Sharma (Admissions and Outreach Office)
  • Mr. Aman Shah (QAAO)
  • Mr. Tarun Juyal (QAAO)

The following points were brought to the notice of the Health Centre for consideration:

There is a provision for medical services on campus 24×7 including ambulance service throughout the year, including public holidays. Timely health advisories are circulated in the University. The University has a tie up with Lal Path Lab for In-house medical sample collection. Medical aid is also provided for emergencies relating to students, staff and faculty outside the campus within a certain radius.

Digitalisation of the records of all consultations should be implemented in order to maintain better coordination of patient care and to ensure confidentiality. Duty rosters must be carefully worked out to avoid extending night shift doctors working the next morning with the risk of costly medical errors. A robust system of analysis and self-reflection of services provided needs to be cultivated. Equipment in the Health Centre should be periodically checked and if required calibrated from an external authorized agency.

An audit report has been shared with the Acting Director of the Health Centre and the Senior Director, HR for consideration and action. An interim response has already been received.

Examinations Office

The Internal Quality Audit for Examinations Office was conducted on 25 April 2018, by the Quality Audit Team consisting of:

  • Dr. Anand Mishra, JGLS (Co-chair)
  • Dr. K. K. Pandey, JGBS (Co-chair)
  • Mr. Aman Shah (QAAO)
  • Mr. Tarun Juyal, (QAAO)

The following points were brought to the notice of the Health Centre for consideration:

The Examinations Office in currently engaged in automating their processes which could help them to save time and enhance accuracy. They have been able to meet the deadlines in terms of conducting exams and declaring the results. The have implemented a number of good practices including the preparation of a Handbook on Examinations for the guidance of faculty members.

The Audit Team has recommended areas for further development and has observed that the Exams Office needs a larger office space and additional support staff to cope with the expanding student numbers and schools in the University.

An audit report has been shared with the CoE, Prof. Mansi Kumar, and an interim response has already been received.

Food Services, Food Court and Campus Food Outlets

The Internal Quality Audit for Food Services, Food Court and Campus Outlets was conducted on 23 April 2018 by the Quality Audit Team consisting of:

  • Dr.  Galina Rousseva Sokolova (JSLH) – Chair
  • Ms. Pragnya Mohanty (IIHED)
  • Mr. Aman Shah (QAAO)
  • Mr. Tarun Juyal (QAAO)

The following points were brought to the notice of the Health Centre for consideration:

Most of the processes like dish washing, vegetable cutting, dough making, etc. are with minimum human intervention, which makes the product more standardized and hygienic. Regular collection of student feedback, analysing and taking follow up action is observed as a good practice. Re-organisation of administrative support for Food Services has resulted in better service provision. Expansion of the menu and food items served in the dining halls, and the redesigning of the service areas appears to have impacted positively on the student body.

There is no evidence of systematic decision making procedures for serving different types of regional or international cuisines at different times of the year. Feedback from faculty members and University is not evident. As numbers grow, feedback from all stakeholders needs to be considered. Follow up action on cleanliness, hygiene and other matters noted in the Report relating to the main dining hall and other catering outlets are recommended for careful attention and action.

An audit report has been shared with the Deputy Director and the Joint Director, Administration, and a response is awaited before a final report is made to senior management for appropriate action.

Career Development and Placement Division

The Internal Quality Audit for CDPD was conducted on 17 April 2018, by the Quality Audit Team consisting of:

  • Mr. Aman Shah (QAAO – Chair)
  • Professor Brajesh Kumar (JGBS)
  • Ms. Nandini Uchil (Admissions & Outreach)
  • Mr. Tarun Juyal (QAAO)

The following points were brought to the notice of the Health Centre for consideration:

The Audit Team found that CDPD consisted of School-specific teams to cater to the needs of students from each respective School. The teams have established good rapport with employers in general and conduct training sessions for students relating to internships and employment after graduation. The Audit Team also noted that the CDPD has been strengthened with the appointment of a specialist Training Officer to help and guide students. There has been a leadership change recently and staff in CDPD now report to a senior professor in the Business School, Prof. Pankaj Gupta.
One of the recommendations of the Audit Team is that better coordination is required among the various school-specific teams in CDPD.

The Audit Team’s report has been shared with Prof. Pankaj Gupta, and a response is awaited, before a final report is made to senior management for action and follow up as appropriate.

Facilities Management Team

The Internal Quality Audit for FMT was conducted on 18-19 December, 2017, by the Quality Audit Team consisting of:

  • Prof. Brajesh Kumar (JGBS) – Chair
  • Mr. Jeevan Sehgal (HR)
  • Ms. Jyoti Bansal (QAAO)
  • Mr. Tarun Juyal (QAAO)

The following points were brought to the notice of FMT for consideration and further action:

Various actions were taken to ensure cleanliness of the campus had resulted in JGU being given the first rank amongst 3,500 institutions in the Swachhta Rankings of all Higher Educational Institutions in India.

Among the measures taken by FMT to improve the quality of services are as follows:

Procuring Jet Hand Dryers in all the washrooms resulted in great savings on tissue papers and facilitated the campus to be environmental friendly. Procuring Drinking Water Fountains replacing water bottle dispensers with plastic cups helped in implementing an eco-friendly practice.
FMT needs to carefully review and revise all the Legal Contracts with outside vendors and suppliers. A move from manual system to online system in managing complaints or job requests from stakeholders has been recommended. Standard operating procedures need a review for better functionality of the department.

An audit report has been shared with the Chief Administrative Officer and the Deputy Director, FMT. An interim response has already been received.

Infrastructure Department

The Internal Quality Audit for Infrastructure Department was conducted on 14-15 December, 2017 by the Quality Audit Team consisting of:

  • Prof. Brajesh Kumar (JGBS) – Chair
  • Mr. Jeevan Sehgal (HR)
  • Ms. Jyoti Bansal (QAAO)
  • Mr. Tarun Juyal (QAAO)

The following points were brought to the notice of the Department for consideration:

The Audit Team found that CDPD consisted of School-specific teams to cater to the needs of students from each respective School. The teams have established good rapport with employers in general and conduct training sessions for students relating to internships and employment after graduation. The Audit Team also noted that the CDPD has been strengthened with the appointment of a specialist Training Officer to help and guide students. There has been a leadership change recently and staff in CDPD now report to a senior professor in the Business School, Prof. Pankaj Gupta.
One of the recommendations of the Audit Team is that better coordination is required among the various school-specific teams in CDPD.

The Quality Audit Team observed that there was a communication gap between the Project Team for major works on campus and the Infrastructure Dept., which could cause delays and additional expenditures. A consultative approach was required in vendor selection and making related decisions. The disconnect is likely to result in additional costs to the University. Department should consider implementing ERP for complaints and inventory and also the complaint management system should be via CollPoll. Load mapping should be done before installing any new equipment on existing infrastructure. Recommendations have been made to increase vermicomposting pits. The Department should involve students, staff and faculty members in order to spread awareness about energy conservation. Celebration of Energy conservation day/Earth day/water day/ Environment day on campus should be considered to build awareness.

An audit report has been shared with the Joint Director of the Department and the Chief Administrative Officer for consideration and action. An interim response has already been received.