This document summarizes a quality assurance plan conducted for the College of Commerce and Business Administration (CCBA) at Dhofar University. The plan evaluates three areas - personnel, curriculum, and environment. For each area, interviews with CCBA students were used to collect data on aspects like instructor qualifications and availability, curriculum objectives and content, and physical facilities and resources. The plan found that CCBA performs well in most areas, but recommendations were made to improve the evaluation process by conducting observations and distributing questionnaires to gather more objective data.

1. Sultan Qaboos University
Collage of Education
Instructional & Learning Technology Department
Quality Assurance Course (TECH4211)
Quality Assurance Research Paper of
College of Commerce and Business Administration (CCBA) at Dhofar
University
Done by: Manar Al-Wahaibi (92604)
Maryam Al-Balushi (94899)
Wafa Al-Shueili (94090)
Submitted to: Dr. AbdoAlrahman Al-Haj

2. Overview
Quality assurance (2009) defined quality assurance as the systematic process aims to evaluate
educational programmes to ensure that acceptable standards of personnel, curriculum and
environment are being maintained.
According to Juran, Deming and Crosby philosophy in quality assurance, the institutions need to
make annual improvement plan, set a clear purposes of their services and products, train their
staff and remove the barriers in the institutions that prevent the improvement (Mishra, 2005). As
a result, the institution will be able to meet the national standards and improve their own
standards continuously.
In this paper we are going to conduct quality assurance plan for College of Commerce and
Business Administration (CCBA) at Dhofar University. This plan aims to evaluate three areas of
quality indicatorswhich are personnel, curriculum and environment in different aspects as we
mention in the action plan (Attached at the end of the paper). Observation and interview will be
used as the toolsfor assessing these areas one by one and thenproviding feedback after each steps
to ensure continuous improvement. One by one way of assessing was chosen because these areas
are connected and affect each other in sequence.
CCBA needs to adapt a quality assurance for its programs in order to be in the competitions with
other private institutions because of the increasing of the demand for this institution. However,
the parents and students are conscious of choosing the best one according to the ranking between
these institutions.

3. Personnel
Administrators, instructors and students are the essential and main part of education process
because of their significant roles that they play ineducation institution. These personnel in quality
assurance concern the qualification of administrators and instructors,instructors’ discipline and
students’ performance.Most of administrators and instructors have high qualification, they have
PH.D and Master degrees starting with Syed Ahsan Jamil Who is the dean of CCBA. They are
from different nationalities which enable them to share their experience, knowledge and teaching
methods which serve the improvement of educational process in the collage. Regarding to the
instructors’ discipline, they are available in the office hours to response to students’ problems
and questions. However, they don’t response to student’s email.Students’ performance is good in
general. Students are graduated with theoretical and practice knowledge including
communication and banking skills. They transfer what they learn in labour marketing easily.The
tool and method that used in this section is interview with college’s student through call and text
message. Also, we visit the CCBA website to collect data about the personal qualifications.
Curriculum
The curriculum of the collage should be high quality, modern and related to students’ needs
because it affects the overall quality of education and social satisfaction. CCBA has overall goal
which aims to provide high quality practical business education and produce life-long self-
learners committed to serve their society. It also has a set of objectivities which concentrate on
preparing students to have global economic knowledge and skills in their major, enabling
students to use the latest technologies that relate to their major in business and developing
communication skills and team work. The curriculums are chosen according to these objectives

4. and the new development in the social culture. Each curriculum has its own syllabus distributes
to the students at the begging of each semester. The syllabus contains specific cognitive and
psychomotor outcomes which are expected from the students at the end of the semester.
However, there are no attitude outcomes. In addition, the course syllabus contains course
timeline which will be followed through the semester.The objectives are stated correctly and
clearly following ABCD criteria. Lectures and field experience are the main teaching methods
that are used in this collage. In addition, the collage uses computer based instruction as a part of
some programs. It adapts project-based as assessment tool with others traditional forms of
assessment tools.The tool and method that used to conduct this portion of quality assurance plan
for CCBA is interview with college’s student through call and text message. Also, we visit the
CCBA website to evaluate the correctness and the relevance of the objectives.
Environment
The learning environment is central to quality education).t must be appropriate for all personnel
(students, teachers and administrators). The quality of the learning environment is determined by
the physical and culturalfactors (Education International, 2010). The institution should be aware
of providing the relevant infrastructure and resources that support educational process. Also, it
should provide suitable and required facilities for personnel. In this section we will assess the
environment in terms of tangibles of physical services, responsiveness of technicians and
communication between students and instructors.CCBA includes three departments which are
Department of Accounting & Finance, Department of Management & Marketing and
Department of Management of Information System. The physical services in the collage are
tangibles for students. There are computer labs and study rooms within the collage building that
specified for students only to work and study in their time. In addition, these labs include printers

5. for the students. The responsiveness of technicians is noticeable, they check the labs regularly
every week and they are willing to response to students’ problems. CCBA uses Moodle as
Learning Management System to deliver programs materials for their students. Also, it uses
Webmail for communication with the personnel. Students and instructors can access to the
Moodle and Webmail easily through university’s Wi-Fi. However instructors don’t response to
students’ mail immediately. The weakest point in this collage is the absent of collage library
which is specified in the collage majors.The tool and method that used to conduct this portion of
quality assurance plan for CCBA is interview with college’s student through call and text
message.
Conclusion
This plan covers three areasof quality assurance in education which are personnel, curriculum
and environment. This plan provides clear description of the aspects that evaluate quality
assurance dimensions in education. It based on website of the collage and interviews to collect
the data. We made interview with collage’s students because they are central of educational
process. So, they have enough experience about their collage. However, this tool was limited and
objective which affect our plan somehow negatively. Also, we didn’t have chance to visit the
collage and observe the process to judge the collage accurately. So, we recommend to develop
this plan by collecting data through visiting the collage for observation, interviewing with several
personnel and distributing questionnaire among personnel.

6. References
Dhofar University. ( 2013). College of Commerce andBusinessAdministration.
Retrieved May 3, 2015, fromhttp://www.du.edu.om/index.php?lang=en&name=College
of Commerce and Business Administration&itemid=29
Education International. (2010) .Creating Effective Teaching and Learning Environments: First
Results from TALIS.Brussels: OECD.Retrieved May 3, 2015,
fromwww.oecd.org/dataoecd/17/51/43023606.pdf
Mishra, S.(2005). Quality Assurance in Higher Education: An Introduction. India: NAAC.
Quality Assurance. (2009). Retrieved May 3, 2015,
fromhttp://www.unesco.org/new/en/education/themes/strengthening-education-systems/higher-
education/quality-assurance/
Appendix
Interview Questions: Personnel
1. How you contact with your instructors?
2. Do your instructors give you feedback? When and how?
3. Are the instructors available during office hours?
4. What is the general level of the students' performance in the collage?
Interview Questions: Curriculum
1. Do you have a syllabus for your course? Describe it for me.
2. What are the types of objectives in your syllabus? Give me example of your objectives.
3. Does the content of your curriculum meet the objectives that provided in the syllabus?
4. Do the theoretical and practical parts are connected to each other's in you curriculums?
5. How you applied what you learn?

7. 6. What teaching methods and technology are used in your lectures?
Interview Questions: Environment
1. Do you have a computers labs in your collage which are available for you?
2. Are the technicians responsive to provide the help?
3. Do you have a library in your collage?
4. What are facilitates available in your collage?
5. What are the weakness of your collage infrastructure?
Process Diagram
Personnel
Qualification
Dicipline
Students'
Performance
Curriculum
Efficiency
Reliability
Correctness
Environment
Tangibles of
Phisycal
Services
Responsiveness
of Stuff
Communication
Feedback