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WORKSHOP ON USERS SUPPORT FROM A QUALITY MANAGEMENT PERSPECTIVE Carlos Ripoll Life Long Learning Instute – Universidad Pol...
Valencia Population 4.000.000 Host of the 32nd America’s Cup The City of Arts and Sciences City hall Old town Palace of mu...
Big numbers
Key figures from the whole university Number of students Number of teachers  35.000 2.387 Centers overseas 2 Number of stu...
1,7K Courses 45K CEStudents 1,6K Staff 2,4K Faculty 35K Students
Evolution of the number of students in continuing education 1999 2000 2001 2002 2003 2004 2005 16.968 20.368 23.455 26.768...
 
… because we research and we use quality management models
Research
Research 2005 ALFA II-0180-A DAETE UNI-QM 2010
Collaborative work: beta version
Key concept: walking thorugh the excellence pathway Facts Opinions Resources needed Experience in QM Self-identification Q...
In summary… 11 Countries 15 Institutions 1,1M Euro
Building an active community needs
Using it
ISO EFQM efficiency excellence
European Foundation for Quality Management
enablers results leadership Policy and strategy People Partnerships & Resources Processes enablers Customers People Societ...
Putting things together Leadership People Processes Key Results Policy &  Strategy Partnership & Resources People Satisfac...
Supporting our users
User support in ancient times 2004   (hasta 7 de mayo) Click to play
eLearning platforms at UPV Buddha own development open source
What are the key features you expect from an eLearning platform to provide excellent user support?
Time 3 2,5 2 1,5 1 0,5 0
Do you know your user?
To anticipate users needs is one of the best users support practices
Which user research techniques do you use?
Time 3 2,5 2 1,5 1 0,5 0
Some techniques we use
Innovation Which techniques of the Web 2.0 could we use to provide a better user support?
Time 3 2,5 2 1,5 1 0,5 0
Some techniques we use
Innovation Which are the critical success factors for an eLearning support center?
Time 3 2,5 2 1,5 1 0,5 0
Putting things together Leadership People Processes Key Results Policy &  Strategy Partnership & Resources People Satisfac...
[email_address]
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Workshop on e-learning support centers

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Workshop on e-learning support centers

  1. 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. 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. 3. Big numbers
  4. 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. 5. 1,7K Courses 45K CEStudents 1,6K Staff 2,4K Faculty 35K Students
  6. 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
  8. 9. Research
  9. 10. Research 2005 ALFA II-0180-A DAETE UNI-QM 2010
  10. 11. Collaborative work: beta version
  11. 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
  12. 13. In summary… 11 Countries 15 Institutions 1,1M Euro
  13. 14. Building an active community needs
  14. 15. Using it
  15. 16. ISO EFQM efficiency excellence
  16. 17. European Foundation for Quality Management
  17. 18. enablers results leadership Policy and strategy People Partnerships & Resources Processes enablers Customers People Society Key results results
  18. 19. Putting things together Leadership People Processes Key Results Policy & Strategy Partnership & Resources People Satisfaction Customer Satisfaction Society Satisfaction Enablers
  19. 20. Supporting our users
  20. 21. User support in ancient times 2004 (hasta 7 de mayo) Click to play
  21. 22. eLearning platforms at UPV Buddha own development open source
  22. 23. What are the key features you expect from an eLearning platform to provide excellent user support?
  23. 24. Time 3 2,5 2 1,5 1 0,5 0
  24. 25. Do you know your user?
  25. 26. To anticipate users needs is one of the best users support practices
  26. 27. Which user research techniques do you use?
  27. 28. Time 3 2,5 2 1,5 1 0,5 0
  28. 29. Some techniques we use
  29. 30. Innovation Which techniques of the Web 2.0 could we use to provide a better user support?
  30. 31. Time 3 2,5 2 1,5 1 0,5 0
  31. 32. Some techniques we use
  32. 33. Innovation Which are the critical success factors for an eLearning support center?
  33. 34. Time 3 2,5 2 1,5 1 0,5 0
  34. 35. Putting things together Leadership People Processes Key Results Policy & Strategy Partnership & Resources People Satisfaction Customer Satisfaction Society Satisfaction Enablers
  35. 36. [email_address]

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