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Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
Workshop on e-learning support centers
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Workshop on e-learning support centers

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  • 1. WORKSHOP ON USERS SUPPORT FROM A QUALITY MANAGEMENT PERSPECTIVE Carlos Ripoll Life Long Learning Instute – Universidad Politécnica de Valencia (Valencia University of Technology)
  • 2. Valencia Population 4.000.000 Host of the 32nd America’s Cup The City of Arts and Sciences City hall Old town Palace of music City of Arts and Sciences The beach Host of the 32nd America’s Cup
  • 3. Big numbers
  • 4. Key figures from the whole university Number of students Number of teachers 35.000 2.387 Centers overseas 2 Number of students on continuing education activities 45.000 Number of continuing education programs 1.600 Administrative staff 1.593 Facultees 15
  • 5. 1,7K Courses 45K CEStudents 1,6K Staff 2,4K Faculty 35K Students
  • 6. Evolution of the number of students in continuing education 1999 2000 2001 2002 2003 2004 2005 16.968 20.368 23.455 26.768 36.145 27.127 38.877 2006 45.000 9,9M€
  • 7.  
  • 8. … because we research and we use quality management models
  • 9. Research
  • 10. Research 2005 ALFA II-0180-A DAETE UNI-QM 2010
  • 11. Collaborative work: beta version
  • 12. Key concept: walking thorugh the excellence pathway Facts Opinions Resources needed Experience in QM Self-identification Questionnaire Matrix for self-evaluation Matrix for external evaluation Portfolio Prize Simulation Processes Indicators Case studies ICT Best practices Networking
  • 13. In summary… 11 Countries 15 Institutions 1,1M Euro
  • 14. Building an active community needs
  • 15. Using it
  • 16. ISO EFQM efficiency excellence
  • 17. European Foundation for Quality Management
  • 18. enablers results leadership Policy and strategy People Partnerships & Resources Processes enablers Customers People Society Key results results
  • 19. Putting things together Leadership People Processes Key Results Policy & Strategy Partnership & Resources People Satisfaction Customer Satisfaction Society Satisfaction Enablers
  • 20. Supporting our users
  • 21. User support in ancient times 2004 (hasta 7 de mayo) Click to play
  • 22. eLearning platforms at UPV Buddha own development open source
  • 23. What are the key features you expect from an eLearning platform to provide excellent user support?
  • 24. Time 3 2,5 2 1,5 1 0,5 0
  • 25. Do you know your user?
  • 26. To anticipate users needs is one of the best users support practices
  • 27. Which user research techniques do you use?
  • 28. Time 3 2,5 2 1,5 1 0,5 0
  • 29. Some techniques we use
  • 30. Innovation Which techniques of the Web 2.0 could we use to provide a better user support?
  • 31. Time 3 2,5 2 1,5 1 0,5 0
  • 32. Some techniques we use
  • 33. Innovation Which are the critical success factors for an eLearning support center?
  • 34. Time 3 2,5 2 1,5 1 0,5 0
  • 35. Putting things together Leadership People Processes Key Results Policy & Strategy Partnership & Resources People Satisfaction Customer Satisfaction Society Satisfaction Enablers
  • 36. [email_address]

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