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2.0 Corporate Governance and Administration


2.1 Management of Financial Resources


Financial Management

  • The Institute shall prepare its financial statements in accordance with Indian Financial Reporting Standards (IFRS).
  • Policy on revenue recognition:
    • Revenue is recognised on an accrual basis.
  • The Institute shall implement and maintain an accounting system with proper and up-to-date documentation of its financial status. Financial data must be accurate and easy to retrieve for audit purposes.
  • The key finance procedures shall be communicated clearly to relevant staff using internal communication channels.
  • Relevant staff, include any part-time or freelance staff engaged by the Institute to perform such duties, shall adhere to all financial procedures and practices relating to student fee payments. Such staff shall be properly and adequately trained.
  • The top management shall regularly monitor and endorse the Institutes financial reports.
  • The management team shall regularly review its financial procedures and practices, for continual improvement, at least once a year, during management review.

Financial Statements

  • The Institute shall comply with all reporting requirements stipulated by government agencies and relevant bodies.
  • The Institute shall submit its relevant financial statement to MT on an annual basis.
  • Annual financial (or revenue) statement shall be certified by an independent external auditor (e.g. Certified Public Accountant, CPA).
  • The following financial statement is required:
    • For annual sales turnover less than RPS$150 million, annual revenue statement must be certified by an independent external auditor.
    • For annual sales turnover RPS$150 million or more, full annual financial statement.

Credit Standing

  • The Institute shall submit its credit rating report to MT on an annual basis.

2.2 Management of Resources and Facilities


Physical Facilities and Infrastructure Maintenance

  • Examples of physical facilities and infrastructure (where applicable):
    • Classrooms;
    • IT infrastructure (e.g. Internet access points, wireless Internet);
    • IT facilities (e.g. computer rooms);
    • Electrical systems (e.g. lighting);
    • Air-condition system;
    • Library or academic resource centre;
    • Special areas (e.g. study areas, recreation areas or fitness areas);
    • Science labs;
    • Kitchen;
    • Hostel;
    • Toilets;
    • Canteen;
    • Water dispensers;
    • Furniture and fittings; etc
  • The Institute shall have a responsive monitoring system (by appointed staff or external agencies) for its facilities maintenance system.
  • The Institute shall have comprehensive maintenance records, including actions taken to address complaints or concerns with regard to physical facilities and infrastructure.
  • The Institute shall regularly review its physical facilities and infrastructure, to ensure that they are adequate, relevant and effectively utilised to support its vision and mission, at least once a year, during management review.
  • The Institute shall provide adequate and relevant physical facilities and infrastructure that meet students needs and promote students well being.
  • The Institute shall upgrade its physical facilities and infrastructure to provide a better teaching and learning environment, only after the management team deems necessary in the management review.

Academic Resource Management

  • The Institute shall have a system to plan, manage, monitor and review its academic resources (textbooks, reference books, teaching aids etc) to support its academic programmes.
  • The Institute shall ensure that academic resources are adequate, relevant, effectively utilised and easily accessible to meet the needs of academic staff and students.
  • The Institute shall regularly review its academic resources and academic resource management system, for continual improvement at least once a year, during management review.

Environment Management

  • The Institute shall have a comprehensive environment management system to provide a conducive environment for teaching and learning and at the same time meet the needs of students and staff.
  • A comprehensive environment management system shall comprise, but not limited to, the following major areas:
    • Environmental goals for the organisation;
    • Processes to ensure a clean and green environment (e.g. regular cleaning,recycling efforts that involve students and staff),
    • Processes to ensure a healthy environment (e.g. no smoking policy, mosquito fuming, pest control, first aid facilities, health talks and health check-ups);
    • Processes to ensure a safe environment (e.g. fire drill exercise, unblocked fire exits, display of fire escape route);
    • Processes to ensure a secure environment (e.g. security system); etc.
  • The Institute shall meet health and safety requirements of any government agency.
  • The Institute shall regular review the environment management system, for continual improvement, at least once a year, during management review.

2.3 Management of Human Resources


Selection Process

  • The Institute shall set or review selection criteria and minimum qualifications required for every job function before recruitment.
  • For academic staff, the Academic board or external partners (if applicable) shall set the selection criteria and minimum qualifications.
  • In the absence of more stringent criteria for academic staff by the Institutes educational partners or academic board, the minimum criteria for academic staff qualifications (also applicable for adjunct academic staff) shall meet the requirements stated by MT.
  • The Institute shall have a selection process (e.g. verifying originality and authenticity of qualifications, entrance test, interview) to identify suitable job applicants before recruiting them.
  • The management team shall approve shortlisted non-academic staff before recruitment.
  • The management team and academic board (including university partners if applicable) shall approve shortlisted academic staff before recruitment.
  • The Institute shall use relevant data to refine the selection criteria and minimum qualifications to ensure relevance.
  • The Institute shall regularly review the selection process, for continual improvement, at least once a year, during management review.

Staff Management

  • The INSTITUTE shall have a comprehensive human resource plan that meets its purposes, size and complexity.
  • The human resource plan shall include, but is not limited to, the following major areas for all staff:
    • Manpower planning (including career planning and deployment policy);
    • Recruitment and termination;
    • Training and development plan (including professional sharing);
    • Appraisal and performance system;
    • Mentoring and coaching system;
    • Redeployment and agility plan (skill and competency inventory);
    • Deployment policy may cover the following areas on how the INSTITUTE:
    • assigns job functions to ensure best job fit;
    • carries out job rotation;
    • allocates the number of teaching hours for academic staff; etc.
    • Recognition and reward (remuneration, benefits, compensation) system including retention planning;
    • Progression and succession planning (talent management);
    • Work-life balance policy (wellness programmes);
    • Employer-employee relations (communication channels, teambuilding); etc.
  • The Institute shall have clear expectations (via SMART targets) for every staff in their individual plans.
  • The Institute shall align targets to the unit/department work-plans.
  • The Institute shall regularly monitor the achievement of targets by their staff.
  • The Institute shall use students feedback data to coach and mentor staff for continual improvement.
  • The Institute shall regularly review its human resource plan, for continual improvement using relevant data, at least once a year, during management review.

Management of Part-time Recruitment Staff

  • The Institute shall conduct proper briefing and/or training for all part-time recruitment staff. Clear expectations and targets must be explicitly communicated.
  • The Institute shall have a monitoring process to ensure that the recruitment staff abide by the Code of Conduct and policies.
  • The Institute shall monitor the part-time recruitment agents to ensure that they do not collect any money from the students under any circumstances.
  • The Institute shall be fully responsible for the conduct of these part-time agents.
  • The Institute shall be responsible in verifying the students application data against the course admission requirements.
  • The Institute that engages students as school ambassadors shall be responsible for their actions to ensure that they abide by stringent rules so as not to misrepresent the Institute.
  • The Institute shall have a procedure to vet and approve (by management team) any marketing collateral produced by external parties for recruitment purposes.
  • The Institute shall regularly review its practices in managing part-time recruitment staff, for continual improvement, at least once a year, during management review.

Staff Training and Development

  • The Institute shall have a comprehensive training plan that provides adequate training to build up the competencies of all staff.
  • Training plan shall include, but is not limited to, the following major areas:
    • Considering staff competencies in designing appropriate training;
    • Meeting the staff training needs (staff has individual training roadmaps);
    • Reviewing the effectiveness of the training planned;
    • Considering the Institutes business focus and needs; etc.
  • The training plan shall be designed and developed to meet the needs of the INSTITUTE and all its staff.
  • Training for academic staff shall include the following areas to maximise learning outcomes for students:
    • Teaching pedagogies;
    • Design and implementation of varied teaching strategies;
    • Design and implementation of varied assessment methods;
    • (Where applicable) exposure to related industry developments to ensure relevance of teaching contents; etc.
  • Training for non-academic staff shall include basic service quality training and job related training to ensure that they are competent in their area of work.
  • The Institute shall have a system to manage its tacit knowledge (e.g. sharing sessions, buddy system) as part of its knowledge management system.
  • The Institute shall keep up-to-date training records and regularly monitor the utilisation of the training budget.
  • The Institute shall regularly review the training plan and the planning process with relevant data (e.g. post training feedback and evaluation for all key training programmes), for continual improvement, at least once a year, during management review.

2.4 Management of Partnerships


External Partners

  • The Institute shall have a policy with clear objectives and criteria to identify, select, manage and review all its external partners.
  • Policy on management of external partners:
    • Able to value-add to the holistic experience of the students;
    • Supports the vision and mission of the Institute;
    • Does not engage in any false, misleading and deceptive conduct or contravene any expectation in the contract; and
    • Must not go against any national interest and violate laws and regulations of any relevant government agency.
  • The Institute shall sign renewable contracts (where applicable) with all its key external partners stating clearly the mutual expectations.
  • The agreement shall include critical details such as period of partnership, terms and conditions of partnerships and mutual expectations.
  • The Institute shall ensure its contractual relationship with its partner value-adds to the holistic experience of the students and at the same time supports the vision and mission of the INSTITUTE. To protect the interests and reputation of the institution, the partners contract shall only be renewed if the partner does not engage in any false, misleading and deceptive conduct or contravene any expectation in the contract.
  • Institute shall demonstrate due diligence in the selection process.
  • The Institute shall ensure that its partnerships must not go against any national interest and violate laws and regulations of any relevant government agency.
  • The Institute shall regularly monitor, review and evaluate the effectiveness of each partnership, at least once a year, during management review.
  • The Institute and students shall benefit from the partnerships.

2.5 Communication and Publicity


Internal Communication

  • The Institute shall have a communication process to ensure that information is cascaded to all staff in a timely and accurate manner.
  • The Institute shall promote 2-way communication (e.g. meetings).
  • The Institute shall record all information disseminated. Records are easy to retrieve for audit purposes.
  • The Institute shall regularly review its communication channels (e.g. notice boards, emails, intranet) using relevant data to ensure they are adequate, relevant and effective
  • The Institute shall regularly review its communication process, for continual improvement, at least once a year, during management review.

External Communication

  • The Institute shall have a communication process to ensure that information is broadcast to the public (including students) in a timely manner.
  • The Institute shall have procedures and guidelines to ensure information communicated on all communication channels (e.g. letter, telephone, fax, email, website, marketing collaterals, student handbook, notice boards) is vetted and accurate.
  • All information to be disseminated to the public shall be approved by a member of the management team
  • The Institute shall ensure that all information disseminated shall not include discriminatory messages (i.e. messages relating to race, religion, gender rights, etc) that are prohibited by the Singapore legal system and/or related government agencies. Messages shall also be sensitive to the social norm and culture of the target audience.
  • The Institute shall exercise due diligence and demonstrate honesty, fairness and truthfulness in presenting all information so that they are accurate and not misleading.
  • The following essential information (cross reference to clause 3.2.1 and 4.5.1) shall be available to all prospective students.
    • Brief school history;
    • Vision and mission;
    • Values and culture;
    • School location;
    • Photographs of actual physical school premises;
    • School physical facilities available;
    • Size and number of classrooms;
    • Organisation chart showing management team;
    • Members of academic and examination boards;
    • Teacher-student ratio;
    • Fee structure;
    • Dispute resolution system;
    • Student support services available;
    • Relevant Singapore laws;
    • Feedback mechanism;
    • Service quality targets;
    • Course fee and duration;
    • Course admission criteria;
    • Course completion criteria and award;
    • Course application fee;
    • Agent commission (where applicable);
    • Any other information mentioned in this document that made reference to clause 2.5.2;and
    • Any other information deemed essential for students to make informed choices before enrolment.
  • The Institute shall ensure that the information is accurate and not misleading in any way.
  • The Institute shall have procedures to inform all relevant stakeholders (including MT, any relevant government agency) promptly of relevant internal changes, for example, changes in management, courses offered, staff movements, changes in address etc.
  • All information disseminated shall be archived and records shall be easy to retrieve for audit purposes.
  • The Institute shall regularly review its communication channels using relevant data to ensure they are adequate, relevant and effective.
  • The Institute shall regularly review its communication process, for continual improvement, at least once a year, during management review.

Publicity: Course Advertisement and Promotion

  • The Institute shall have a process to provide adequate essential information in a clear, timely and accurate manner so that prospective (local and overseas) students can make informed choices before enrolment.
  • The Institute shall have a vetting process for all advertisements and promotion materials. Final approval shall be by a member of the management team before the information is made public.
  • The Institute shall archive all advertisements and promotion materials that are used during publicity and recruitment drives. The archived advertisements and materials shall be easy to retrieve for audit purposes.
  • The Institute shall adhere strictly to any relevant advertising guidelines which may be imposed by any government agency from time to time. This shall also include the proper use of their logos.
  • The Institute shall regularly review the processes and procedures, for continual improvement, at least once a year, during management review.

2.6 Management of Information


Data Management

  • The Institute shall have a computerised data management system to record and archive salient information in an accurate and timely manner. This information (student, staff, finance, etc) shall be easy to retrieve for audit purposes.
  • The Institute shall keep all data of their graduates (name, identification no., academic results or transcript, award given) and these data shall be available perpetually.
  • The Institute shall keep the following updated student information (time lapse allowed: no more than 3 days). Information that will be required for submission to MT include:
    • Student name and identification no. (NRIC no. for local/PR students and STP no. for international students);
    • Name and identification no. of students on suspension, deferment;
    • Name and identification no. of early school leavers (including action taken by the Institute upon dismissal of student);
    • Students nationality and residential address. For international students, residential address of their home country must also be recorded
    • Students contact (email address, telephone no. or mobile no.). For international students, their contact no. and address in home country and contact no. of next-of-kin must also be recorded;
    • Any unique identification no. assigned by the Institute to the students, for example, students matriculation no. (if any) and student contract no.;
    • Fee Collection data and instalment slip nos.);
    • Course title and duration (commencement and completion date);
    • Total course fee payable for entire course (as stated in student contract);
    • Fee payment schedule (as stated in student contract);
    • Fee collected to-date and outstanding fee. Receipt no. must be recorded for each payment;
    • Status of student (e.g. active, graduated, deferred, premature withdrawal, expelled, suspended). For international student, status of the students pass (active or cancelled) must also be recorded;
    • Any other important information deemed necessary, for example, details of refund given, transfer / withdrawal records, late fee payment; etc.
  • The Institute shall keep all relevant staff (including part-time) data such as name, academic qualification etc.
  • The Institute shall regularly review its data management system, for continual improvement, at least once a year, during management review.

Confidentiality and Security of Information

  • The Institute shall have a confidentiality and security policy on all data kept by the Institute, including course assessment materials and results.
  • Policy on confidentiality and security:
    • Information is protected against unauthorised access;
    • Confidentiality of information is maintained;
    • Information is not disclosed to unauthorised persons through deliberate or careless action;
    • Integrity of information through protection from unauthorised modification;
    • Availability of information to authorised users when needed;
    • Regulatory and legislative requirements will be met;
    • Information security training is given to all staff; and
    • All breaches of information security and suspected weaknesses are reported and investigated.
  • The confidentiality and security policy shall be clearly communicated to all its students via the website and student handbook.
  • The confidentiality policy shall be printed on all relevant forms (e.g. application forms) whenever students and staff provide personal data or information to the Institute.
  • In the event that the Institute intends to use data provided for other purposes beyond the original intent of data collection, the INSTITUTE shall seek the written permission from the students and/or staff before using the data unless requested by government agencies
  • The Institute shall have procedures to restrict access levels for all information, especially sensitive information.
  • The Institute shall communicate the confidentiality and security policy and procedure to all relevant staff.
  • The Institute shall demonstrate strict adherence to the confidentiality policy and security procedures specified.
  • The Institute shall regularly review its confidentiality and security policy and procedures, for continual improvement, at least once a year, during management review.

2.7 Management of Feedback and Complaints


Feedback and Complaints Management

  • The Institute shall have a close-loop feedback and complaint management system to gather and address all feedback / complaints received (either from the public, staff or students).
  • The characteristics of a close-loop feedback and complaint management system shall include:
    • All feedback and complaints received must be recorded. This shall include any feedback received via any mass media;
    • Ease of providing feedback and/or complaints, for example, feedback forms readily available, feedback via website and telephone call, regular meetings with stakeholders etc;
    • Acknowledgement of feedback and/or complaints received;
    • All feedback and complaints must be evaluated;
    • Any action(s) taken must be recorded;
    • Action(s) taken must be publicised where appropriate and applicable, especially if the action(s) are of public interests; and
    • The Institute informs the complainant or person giving the feedback/complaint of the action(s) taken where feasible.
  • For staff giving feedback, this shall form part of the internal communication process (Clause 2.5.1).
  • The Institutes dispute resolution policy shall align to the dispute resolution provision as directed by MT.
  • The Institute shall use external communication channels to communicate its response time for feedback/complaint received. (any feedback/complaint must be resolved within 21 working days)
  • The Institute shall have a dispute resolution policy and procedures that are clearly communicated to the students. The policy shall include appeals for retention, suspension, expulsion, awards etc.
  • Policy on dispute resolution:
    • Has a system to document complaint cases and a complaints resolution procedure;
    • Keeps complainant informed of the status of the complaint investigation;
    • Responds within 3 days receipt of complaint;
    • Resolves complaints within a maximum of 21 days upon receipt of complaint; and
    • Informs students of MT Student Services Centre should the INSTITUTE be unable to resolve the complaint amicably
  • The Institute shall record all feedback/complaints (including disputes) and the actions taken to resolve them.
  • The Institute shall seek feedback from its key stakeholders (including external partners) for continual improvement
  • The INSTITUTE shall analyse the feedback/complaints received and these serve as inputs for its review process and continual improvement.
  • The Institute shall regularly review the feedback/complaint management system (including the feedback channels), for continual improvement, at least once a year, during management review.
  • The Institute shall regularly review the dispute resolution policy and procedures, for continual improvement, at least once a year, during management review.

Student Satisfaction Survey

  • The Institute shall have a reliable process to conduct student satisfaction surveys regularly and in a timely manner, for all its courses and services rendered.
  • Institute shall cover minimally the following areas (if applicable) in the student survey as part of the review process for continual improvement:
    • Adequacy and accessibility of physical facilities and infrastructure (Clause 2.2.1);
    • Adequacy, accessibility and quality of academic resources and facilities e.g. course materials, course assessments, computer facilities, library etc (Clause 2.2.2);
    • Environment management system (Clause 2.2.3);
    • Academic staff performance i.e. quality of teaching (Clause 2.3 and 5.7);
    • Non-academic staff performance i.e. quality of service rendered (Clause 2.3);
    • External partners (Clause 2.4.1);
    • Effectiveness of communication channels (Clause 2.5.2);
    • Pre-course counselling experiences of students (Clause 3.2.1 and 4.5.2);
    • Overall student satisfaction for all recruitment agents (Clause 3.3.1);
    • Standard and quality of student support services (Clause 4.5.1);
    • Assessment methods and frequency (Clause 5.6.1); and
    • Overall student satisfaction level of their school experience.
  • The Institute shall choose the appropriate ways to solicit feedback, for example through manual forms and on-line surveys. The chosen channels must be easily accessible by students and/or the public.
  • The Institute shall survey the following groups:
    • applicants for courses to provide feedback on pre-course administration processes;
    • students to provide feedback on their holistic education experience;
    • graduates to provide feedback on post-course administration processes;
  • Survey frequencies where applicable shall be:
    • after every module;
    • at least one survey shall be conducted annually;
    • end of the course survey.
  • The Institute shall regularly review and update the survey questionnaire to ensure it remains relevant.
  • The Institute shall regularly review the process of conducting student survey, for continual improvement, at least once a year, during management review.

Staff Satisfaction Survey

  • The Institute shall have a reliable process to conduct staff satisfaction survey regularly and in a timely manner. The survey must cover academic and non-academic staff.
  • The Institute shall cover minimally the following areas in the staff survey as part of the review process for continual improvement:
    • Physical working environment (Clause 2.2.1);
    • Academic resources and support (for academic staff only Clause 2.2.2);
    • Human resource practices (Clause 2.3.2);
    • Training opportunities provided (Clause 2.3.4);
    • Communication channels (Clause 2.5.1);
    • Assessment methods and frequency (for academic staff only Clause 5.6); and
    • Overall staff satisfaction level.
  • The Institute shall regularly review and update the survey questionnaire to ensure it remains relevant.
  • The Institute shall regularly review the process of conducting staff survey, for continual improvement, at least once a year, during management review.

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