Performance Monitoring: Establishing Continuous Improvement framework to enhance GMG's customer focus and improve service efficiency. Provide best practices tools to enhance capability of service offering and delivery and ensure accurate service improvement data for better learning and accurate decision making. Process Re-engineering: Facilitate the implementation of quality and process re-engineering requirements and organizational performance excellence to develop and promote a culture of excellence and outstanding service to customers systems. Process Management: Develop and deploy appropriate process performance management tools (SLAs, OLAs and KPIs) and obtain cross-functional approvals. Monitor, review and evaluate the efficiency of different processes and procedures in the entity an