CSBPD Hosts Quality Of Service, Monitoring & Evaluation Training

Participants sharing ideas with a facilitator.

The Centre for Strategic Business and Professional Development (CSBPD) at GCTU has hosted a five-day training programme on quality of service, monitoring and evaluation from 23rd to 27th June 2025, at the Forensic Lab.
The training, designed for professionals from several organizations aimed at equipping them with the knowledge and skills to ensure high-quality service delivery, effective monitoring and evaluation practices.

The Director of CSBPD emphasized that excellent service requires intentional effort

In her opening remarks, the Director of CSBPD, Mrs. Araba Hackman Akanji, on behalf of Management, welcomed the participants to the training. She emphasized that CSBPD oversees the non-academic programmes, focusing on bridging the gap between theoretical knowledge and practical, real-world competencies.

“Our mission is to equip individuals with the skills and expertise needed to excel in their professions and adapt to evolving industry demands,” Mrs. Akanji remarked. According to her, quality of service is the heartbeat of any organization. She emphasized that by prioritizing quality service, an organization can distinguish itself from others and achieve excellence. She further elaborated that providing excellent service requires intentional and deliberate effort to ensure that excellence, monitoring and evaluation are achieved.

In his presentation, the Executive Secretary of the Chartered Institute of Logistics and Transport (CILT) and a Resource Person, Mr. Patrick Andoh, shared valuable insights, expertise and practical knowledge on quality of service management, noting that quality of service is indispensable for organizational success.

To achieve this, he said organizations need to: leverage human capital effectively, foster a positive mindset and attitude and develop skilled personnel. Mr. Andoh indicated that by combining these elements, organizations can deliver exceptional service, drive performance and achieve their goals. He further stressed that the world is constantly changing and what was impressive yesterday might not cut it today, underscoring the importance of staying current, adapting to new trends and continuously improving to meet demands of the modern world.

A participant keenly following the presentation

Emphasizing on monitoring and evaluation, a Consultant, Mr. Daniel Awuah said that in today’s global economy, organizations must continually improve to stay competitive. To achieve this, he stressed the need to measure their activities through monitoring and evaluation (M&E). He highlighted that M&E helps organizations:

  • Track progress
  • Identify areas for improvement
  • Assess efficiency
  • Make informed decisions
Mr. Awuah further stated that by monitoring activities, organizations can determine whether they are moving in the right direction and make adjustments to stay competitive.
Mr. Awuah presenting a certificate to a participant
A group picture of participants after the 5-day training programme.

In her closing remarks, the CSBPD Director, Mrs. Hackman Akanji, stressed that quality service is an ongoing commitment, not a one-time achievement. She encouraged participants to judiciously apply the knowledge and skills acquired through the training at their workplaces. She expressed gratitude to the facilitators for their expertise, dedication and effective delivery. She concluded by citing Peter Drucker’s words: “What gets measured gets managed.”
The training programme concluded successfully with participants receiving certificates in recognition of their participation and newly acquired skills.



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