Annual Report 2006 - TAFE NSW - Northern Sydney Institute

Our Customers – Exceeding ExpectationsNSI is committed to meeting and exceeding the expectationsof our customers.Improving Customer SatisfactionNSI is committed to meeting the needs of its customers.This commitment is highlighted by the formation in 2006of the NSI Customer Satisfaction Peak Work Group whichaims to identify appropriate tools and technologies usedto collect customer feedback and to promote strategiesfor identifying areas for improvement to increase ourcustomers’ satisfaction.Following the TAFE NSW Statewide Satisfaction Survey 2005,NSI has adopted an approach of measuring satisfaction intargeted areas. Business Lines are collecting and acting ondata and key business processes are being reviewed to seehow satisfied our customers are with our products andservices. In 2006, our new approach to collecting customerfeedback has been the use of online surveys, which aremore efficient and effective than paper-based methods.In 2006, customer feedback across NSI services identified theassessment process as an area that needed improvement.Initiatives were immediately undertaken by various NSIgroups to put in place improvements for this process byreviewing NSI’s assessment procedures, implementing anew approach to developing Learning and AssessmentStrategies and conducting projects to develop assessmentstrategies for new training packages.The Community Services and Health Business Lineconducted an online survey of NSI students in semester one2006 and semester two 2006 to review their satisfactionwith teaching and learning experiences. The areas wherestudents expressed their highest levels of satisfaction were:• the teachers are knowledgeable about the material theyteach’• ‘the course gives me the knowledge and skills for mycareer’.NSI continues to expand its use of a range of tools that usethe latest technologies to gain feedback from our customers,so products and services are continually improved to meetcustomers’ needs and expectations.NSI is committed to meeting and exceeding the expectationsof our customers.Student Achievements and AwardsIn 2006 NSI has again excelled in delivering education andtraining that inspires students to succeed.NSW Vocational Student of the Year 2006 and RunnerUp National Vocational Student of the Year 2006(Australian Vocational Student Prize)Northern Sydney Institutegraduate of the AdvancedDiploma of HospitalityManagement Craig Deardenwas named 2006 NSWVocational Student ofthe Year and runner-upVocational Student of theYear at the national 2006Australian Training Awards,in recognition of his outstanding achievement in thevocational and education training sector. Craig also receivedtwo NSI Excellence Awards (2003 and 2006), and he is aNational Worldskills Gold Medallist (2005).National WorldSkills Fellow2006 NSW Training Awardsfinalists were CommercialCookery graduate Sarah-Jane Hallett, a finalist in theStudent of the Year category;and Carpentry and Joinerystudent David Matthews,a finalist in the Apprenticeof the Year category of theAwards. David also received the Alvin Neate Award fromthe Master Builders Association, Northern NSW RegionalOffice.Australian Vocational Student Prize 2006TVET student Hardeep Singh was awarded a 2006 AustralianVocational Student Prize in recognition of her outstandingachievements as a secondary- school student undertaking aVET in Schools program in the Certificate II in InformationTechnology.TAFE NSW - Northern Sydney Institute