Speaker
Description
Title: The Role of Leadership in Enhancing Frontline Service Quality at IIUM
This concept paper explores the significant impact of negative frontline interactions on the reputation and alumni relations of the International Islamic University Malaysia (IIUM) and emphasizes the crucial role of effective leadership in addressing these issues. Drawing on observations and feedback from students and alumni, the paper identifies key challenges such as inadequate training, high workloads, and poor internal communication that contribute to these negative experiences. The paper proposes a strategic framework for leadership to address these challenges, focusing on setting a clear vision, fostering a supportive culture, providing necessary resources, enhancing communication and processes, and leading by example. By implementing these strategies, leaders can significantly improve service quality, thereby enhancing the overall student experience and strengthening IIUM's reputation and alumni relations. This paper serves as a guide for university leaders to take proactive steps in transforming service interactions and ensuring a positive and supportive environment for all stakeholders.
Keywords: Reputation, Leadership, Service Quality, Alumni Relations, Communication
