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Uni qm framework-for_quality_management

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UNI-QM has developed a methodology for the lifelong learning quality management system called UNI-QM Framework for Quality Management which embeds a learning process into a self-improving approach. …

UNI-QM has developed a methodology for the lifelong learning quality management system called UNI-QM Framework for Quality Management which embeds a learning process into a self-improving approach. UNI-QM has developed a unique pathway to excellence lifelong learning centres as well as a full overview of a set of resources that accompanies people on their journey and to provide a better understanding of the framework. These resources are:
Case studies to give the user a direct approach to the topic, contributing to concrete experience and observation and reflection.
Processes and indicators: that will help the users to form abstracts concepts and to directly test those processes in new situations.
Benchmarking tools: to promote observation and reflection among users.

Published in: Education, Business, Technology

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  • 1. european universities quality management tools for lifelong learning UNI-QM FRAMEWORK FOR QUALITY MANAGEMENT
  • 2. Conceptual Framework Complains & Corrective actions Quality Annual Plan & Quality Strategy Quality Manual Tools for CHECK : External Evaluation
  • 3. Conceptual Framework Quick Scan Matrix for PROCESS Assessment Matrix for External Evaluation LLL Quality Management Model Process & Indicators Case Studies Tools for CHECK Tools for LEARN-ACT
  • 4. european universities quality management tools for lifelong learning PDCA and the UNIQ tools A step by step approach to excellence UNI-QM International Conference – SEFI European Forum Continuing Engineering Education October 2009, Aarhus (Denmark)
  • 5. Tools inside the PDCA, tools to initiate JOURNEY Tools for CHECK Tools for LEARN/ ACT Tools for PLAN Tools for DO +400 // + 500 + 200 // + 300 FULL SCAN CENTRAL SCAN Quick Scan 6 Sigma Benchmarking LLL QM Model Process & Indicators (GUIDELINES) Case Studies / Best practices Networking Seminars International Conference Boston Consulting G SWOT
  • 6. Improvement learning curve Recursos necesarios ExperienciaenQM
  • 7. european universities quality management tools for lifelong learning QUICK-SCAN
  • 8. Quick-Scan questionnaire
  • 9. european universities quality management tools for lifelong learning CENTRAL - SCAN
  • 10. Matrixes for process evaluation: CENTRAL SCAN +400 // + 500 + 200 // + 300 Full Scan Matrix Matrixes for PROCESS Evaluation Quick Scan Process Self Evaluation  Alfa + DAETE  New procesess Procedures  Benchmark  Evaluate  Process design & maintenance  external evaluation  EFQM 2010
  • 11. Matrixes for PROCESS EVALUATION : Self EVALUATION UNIQM PROCESS Alfa + DAETE + DAETE2 DESCRIPTION 5a Demand Analysis Sub-criterion 5a: Demand analysis Sub-criterion 5c: Analysis of the competition 5b Course Design Sub-criterion 5b: Programme design and delivery 5c. Marketing Sub-criterion 5d: Communication and marketing 5d. Enrolment Participants Recruitment & registration 5e. Economical Management Sub-criterion 5f: Administrative and financial management Incomes and expenses 5f. Logistics Sub-criterion 5e: Infrastructure and logistics 5g. Quality Control Sub-criterion 5g: Quality control 5h. Certification Sub-criterion 5h: Certification 5i.Post sales Any post-relational activity with former participants 5j. E.learning Production Delivery 5k. Conference Support Technical Support Administrative Support
  • 12. Process Map (CFP-2006) LONG Courses Short courses Taylor made Conferences and Congreses Projects Development Certification Logistics Márketing Evaluation Operative Process Strategical process Support Processes Project Management Information Management Quality Management Innovation Information Systems Economical Management Partnership Management HHRR Management
  • 13. Matrixes for PROCESS EVALUATION : Self EVALUATION Score Matrix for PROCESS Self EVALUATION
  • 14. Matrixes for PROCEDURES EVALUATION: BENCHMARKING PROCESS PROCEDURES == customer SERVICES Scale of centralisation (done JUST in the CENTRE) or decentralised (more than one CEEC) CENTRALISED 100% 50 % DECENTRALISED 0% DEMAND Demand and feasibility studies of the courses analysis Sectoral needs analysis Course design Support in course content design, definitions and methodology Support in academic design: agenda and teachers selection. Organizational design of the course: hour planning, budget, rooms to be used, contracts and sponsorship Course authorization: check out the documentation and follow up on the approval process E.learning Course material production Course delivery Conference Technical assistance on design and budgeting Support Contracting external services Logistics (space, support staff, coffee & lunches and gala dinner) Marketing Management of the publicity and promotion (press advertisement, leaflets, mailings and web) Customer relationship management Information: who offers the information about the program to the possible customers Enrolment Student selection and admission Scholarship management Student registration Economical Income management Management Financial management: accounting, financing and support for auditoria's Payments administration Logistics Support to the teaching: documentation management Support to the teaching: rosters and assistance control Support to the teaching: room management Quality Control Course quality evaluation survey on teacher quality Organizational quality evaluation survey Certification Printing and delivery of the Certificates and diplomas Diplomas check Post sales Management of the student work “internships” Services for former students Employment bureau
  • 15. Matrixes for PROCEDURES EVALUATION: EVALUATION with EFQM Level 1: Quality depends solely on the individual (no processes) Q-- Level 2: Process awakening (basic processes) Q - Level 3: Vision through processes, professionalisation and a guarantee of quality (intermediate processes) Q Level 4: Systematic assessment and improvement of processes (sophisticated processes) Q+ Level 5: Aiming for external excellence (excellent processes) Q ++ The activities depend on individual initiatives in the University rather than globally programmed procedures in the organisation, unit or service. There are no defined associated assessment processes. Problems are rectified as they arise. The responsibility for activities ceases to be individual and tends to become a shared responsibility of the entire department with some short term planning. There is some degree of process definition although there is no documentation. Performance is assessed occasionally. There are established standards, procedures and directives known throughout the organisation, unit or service. The activities are carried out in accordance with these procedures. Activities are planned with established medium- term objectives and defined indicators for their assessment. Established procedures are systematically assessed for potential improvement. The organisation/programme strives to anticipate problems and complaints. There is a clearly visible orientation towards the customer. Activities are planned with well- defined medium and long-term objectives. There is an exchange of knowledge and experience throughout the entire organisation, both within the organisation and with professions outside the organisation including competitors. The formulation and improvement of the procedures of the organisation, unit or service conforms to industry standards, both internal and external. Experiences and best practices are shared with others.
  • 16. Matrixes for PROCEDURES EVALUATION: EVALUATION with EFQM PROCESS PROCEDURES == customer SERVICES Level 1 Q -- Level 2 Q- Level 3 Q Level 4 Q+ Level 5 Q++ DEMAND Demand analysis : demand and feasibility studies of the courses analysis Sectoral needs analysis Course design Support in course content design, definitions and methodology Support in academic design: agenda and teachers selection. Organizational design of the course: hour planning, budget, rooms to be used, contracts and sponsorship Course authorization: check out the documentation and follow up on the approval process E.learning Course material production Course delivery Conference Technical assistance on design and budgeting Support Contracting external services Logistics (space, support staff, coffee & lunches and gala dinner) Marketing Management of the publicity and promotion (press advertisement, leaflets, mailings and web) Customer relationship management Information: who offers the information about the program to the possible customers Enrolment Student selection and admission Scholarship management Student registration Economical Income management Management Financial management: accounting, financing and support for auditoria's Payments administration Logistics Support to the teaching: documentation management Support to the teaching: rosters and assistance control Support to the teaching: room management Quality Control Course quality evaluation survey on teacher quality Organizational quality evaluation survey Certification Printing and delivery of the Certificates and diplomas Diplomas check Post sales Management of the student work “internships” Services for former students Employment bureau
  • 17. Matrixes for PROCESS EVALUATION : External EVALUATION Matrix for PROCESS EXTERNAL Evaluation Actions on process What to consider? Level 1 Q -- Level 2 Q- Level 3 Q Level 4 Q+ Level 5 Q++ 5a. Processes are designed and managed to optimise stakeholder value Designing the organization’s processes, including those key processes needed to deliver policy and strategy; Identifying process stakeholders and managing interface issues inside the organisation and with external partners for the effective management of end-to-end processes; Establishing the process management system; Applying systems standards covering, for example, quality management systems, environmental systems, occupational health and safety systems in process management; Implementing process indicators and setting performance targets; Reviewing the effectiveness of the process framework in delivering the organisations policy and strategy.
  • 18. Matrixes for PROCESS EVALUATION : Self EVALUATION
  • 19. Matrixes for PROCEDURES EVALUATION: BENCHMARKING PROCESS PROCEDURES == customer SERVICES Scale of centralisation (done JUST in the CENTRE) or decentralised (more than one CEEC) CENTRALISED 100% 50 % DECENTRALISED 0% DEMAND Demand and feasibility studies of the courses analysis Sectoral needs analysis Course design Support in course content design, definitions and methodology Support in academic design: agenda and teachers selection. Organizational design of the course: hour planning, budget, rooms to be used, contracts and sponsorship Course authorization: check out the documentation and follow up on the approval process E.learning Course material production Course delivery Conference Technical assistance on design and budgeting Support Contracting external services Logistics (space, support staff, coffee & lunches and gala dinner) Marketing Management of the publicity and promotion (press advertisement, leaflets, mailings and web) Customer relationship management Information: who offers the information about the program to the possible customers Enrolment Student selection and admission Scholarship management Student registration Economical Income management Management Financial management: accounting, financing and support for auditoria's Payments administration Logistics Support to the teaching: documentation management Support to the teaching: rosters and assistance control Support to the teaching: room management Quality Control Course quality evaluation survey on teacher quality Organizational quality evaluation survey Certification Printing and delivery of the Certificates and diplomas Diplomas check Post sales Management of the student work “internships” Services for former students Employment bureau
  • 20. Matrix for self assesment Self-assessment model for CEE
  • 21. european universities quality management tools for lifelong learning Matrix for self assesment WITH FACTS A step by step approach to excellence
  • 22. Matrix for Self-assessment with FACTS Level 5Level 4Level 3Level 2Level 1 Definition customized for continuing engineering education Criterianame Subcriteria Description of the subcriteria adapted to continuing education User scoring Scoring bar Definition customized for continuing engineering education Definition customized for continuing engineering education Definition customized for continuing engineering education Definition customized for continuing engineering education Date User scoring Scoring barDate User scoring Scoring barDate
  • 23. Facts description Self-assessment model for CEE
  • 24. european universities quality management tools for lifelong learning FULL-SCAN
  • 25. Full Scan Matrix: matrix for external evaluation
  • 26. european universities quality management tools for lifelong learning RESOURCES
  • 27. UNI-QM : LLL quality management model Improvement phase Self-assessment External evaluation Action plan Peer review
  • 28. UNI-QM : LLL quality management model linked with PDCA Identify improvements Self-assessment External evaluation PLAN improvement actions Peer review Do improvements
  • 29. www.uniqm.net info@uniqmproject.com