Paper presented at the Regional Conference for Improving Quality in Higher Education , Oman

1. OQNHE
Regional Conference on Quality Management &
Enhancement in Higher Education2012
20-21 February, InterContinental Hotel, Muscat, Oman
Using Internationally Recognised
Business Improvement Quality
Standards to Improve
Teaching & Learning
Sue Tappin
International Quality Solutions
Muscat, Sultanate of Oman

2. HOW CAN WE …………………
HELP OUR
LEADERS &
MANAGERS
BECOME MORE
EFFECTIVE?
IMPROVE THE
QUALITY OF OUR
TEACHING & ENSURE
EFFECTIVE
LEARNING?

3. The Importance of ‘People’ in the work place
Introduce ‘Investors in People’ - the international business
improvement quality Standard that can help to improve
teaching & learning
Provide an overview of the OAAA Institutional Accreditation
Stage 1 Quality Audit Topics
Present an Analyses of 3 Case Studies of UK Universities to
illustrate how the implementation of the IiP Standard may
be aligned with those Audit Topics and can demonstrably
improve core business processes to enhance academic
quality

4. THE IMPORTANCE OF PEOPLE

5. A nation’s ‘people’ resource is central to the
advancement of the economy and society………………..

6. ‘People’ are the most valuable asset of any
organisation.................
“ ….a competitor can come along and
duplicate (that) technology
immediately. However, they can’t
duplicate people. People are our
competitive advantage and we need to
focus on people every minute of the
day.”
Ms. Laurette Koellner, Chief People &
Administration Officer, Boeing (2002)

7. “Knowledge is only transferred on two
legs.”
Professor Chris Viljoen, Stellenbosch
University, SA

8. WHAT IS ‘INVESTORS IN PEOPLE’?

9. The Investors in People Standard
.
the framework for private and public
organisations to improve the skills,
knowledge and behaviours of their
employees and in return improve their
productivity and efficiency and
competitiveness, in domestic and
international markets
an international benchmark of human
resource development best practice,
and business improvement allowing
comparison with the best in the world

10. All Large, Small, Public & Private Organisations
Need to Develop Employees…
COMPETENCE
KNOWLEDGE
ATTITUDE
KNOWLEDGE
SKILLS
KNOWLEDGE

11. A Powerful Business Development / Change Tool
I
M
P
Investors
in People A
C PROFIT
CUSTOMER
T
SERVICE
S

12. THE IiP STANDARD

13. Plan, Do, Review – Continually Improve
A non-prescriptive framework of 10
indicators of good practice
comprising 39 evidence requirements
Based on a continuous cycle of:
Developing strategies to
improve performance of the
organisation (plan)
Taking action to make those
improvements (act)
Measuring the impact on
organisational performance
(review)
Focus on outcomes not processes
Successful external assessment
of all 10 indicators = IiP
recognition is awarded - this is
subject to a review within 3 years

14. Valued by Public and Private Sector
Organisations
“Employers with Investors in People recognition
believe that it:
Produces a competitive edge (72%)
Is recognition of commitment to employees (97%)
It leads to improved staff commitment and
motivation (82%)
Helps to attract new customers (65%)
Is a prestigious world class Standard (75%)
Being an Investor in People is something to be proud
of (82%)
Ipsos MORI Performance Tracking Study (2008)

15. AND IT INVOLVES …… EVERYONE IN THE WORK PLACE
EVERYONE

16. OAAA QUALITY AUDIT MANUAL
INSTITUTIONAL ACCREDITATION:
STAGE 1 AUDIT SCOPE

17. Quality Audit – the First Stage of Provider
Accreditation
This involves:
A Quality Audit - the emphasis being on evaluating the
effectiveness of an institution’s quality assurance and quality
enhancement processes against its stated goals and
objectives, to determine the HEI’s capacity and capability to
achieve its aspirations and to improve continually
The HEI conducts a Self Study of its activities, resulting in a
Quality Audit Portfolio. External verification of that Portfolio is
carried out by an external Audit Panel convened by the OAAA
The Panel produces a Quality Audit Report containing,
amongst other things, Commendations, Affirmations and
Recommendations

18. Stage 1 Audit Topics
4.1 Governance & Management
4.2 Student Learning by Coursework Programmes
4.3 Student Learning by Research Programmes
4.4 Staff Research & Consultancy
4.5 Industry & Community Engagement
4.6 Academic Support Services
4.7 Students & Student Support Services
4.8 Staff & Staff Support Services
4.9 General Support Services & Facilities

19. Analyses of University Case Studies
IiP Themes & OAAA Audit Scope Topics

20. Liverpool John Moores University, 1000+
Staff, 26,000+ Students
As a business improvement framework,
Investors in People helped LJMU to
embed a culture of continuous review
and improvement. The Vice-Chancellor,
saw a great synergy between IiP and
the Business Excellence model. By
working with IiP the University would
comprehensively be able to evidence
how it was striving for excellence.

21. OAAA Audit
Benefits IiP Theme ScopeTopic
Leadership and management capabilities have Improved Leadership & 4.1 Governance and
been enhanced. 72% of staff agreed with the Management Management
statement “my line manager leads by example”
Increase in attaining external contracts due to
its commitment to continuous professional Improved Business
development Performance
Staff satisfaction is high and has increased from Increased Productivity
78% in 2003 to 91% in 2009.
Employees willing to recommend working at the Increased attraction 4.8 Staff and Staff
University to a friend has increased from 50% in and retention of high Support Services
2003 to 82% in 2009. quality employees
25% improvement in the use of the University’s
suggestion scheme, reflecting an increase in the Employee Engagement
level of staff engagement.
Induction processes provides all staff with a Learning &
comprehensive and effective introduction to the Development
University.
Investors in People has made a significant Increased Quality
contribution to success in gaining other external Provision 4.2 Student Learning
recognition the UK Excellence Award. by Coursework
The University has a reputation for the Programs
outstanding quality of teaching in several
academic units.

22. Oxford Brookes, 2767 Staff, 19000+ Students
Investors in People is the framework
used to develop consistent and good
practice across the University.
Rosemary Botcherby, Staff Development
The University considered IiP to be a good human
resource and management benchmark for the
University to use alongside the benchmarks that
were being set by the Higher Education Funding
Council for England.

23. OAAA Audit
Benefits IiP Theme Scope Topic
The standard has impacted positively on the Business Planning 4.1 Governance and
learning and development plans of all schools Management
and directorates; these now link to University
and directorate objectives.
Significant impact on the Personal Development Performance 4.8 Staff and Staff
Review (PDR) system. In 2005 56% of staff Management Support Services
agreed objectives as part of the performance
process, in 2007 this increased to 89%.
More integrated work environment and
improved staff motivation, communication and Staff Engagement
involvement.
All learning and development plans include a
clear evaluation of the impact of all learning and Learning &
development at individual and team level. Development
The University has a reputation for the
outstanding quality of teaching, which has
been externally assessed by the Quality Increased Quality of 4.2 Student Learning
Assurance Agency as excellent in more subjects Provision by Coursework
(24) than any other modern university. Programs

24. University of Teesside, 1800 Staff, 20,500
Students
"We see the Standard as a framework of
best practice in people development which
ultimately makes things better for everyone
who works here by providing the support
people need to do their jobs effectively and
develop as individuals. There is also
evidence from new staff that they were
attracted to our University because it has
Investors in People recognition."
Beverly Hadfield, Assistant Director of Staff
Development

25. OAAA Audit
Benefits IiP Theme Scope Topic
The University of Teesside has adopted a more Business Planning 4.1 Governance and
consistent and focused approach to staff Learning & Management
development that is in line with the business Development
needs of the University. Planning
"We now come together for common areas such Cost Effectiveness
as IT training or conflict management, not only
is this a more effective use of resources, it
allows cross-fertilisation between departments"
Being able to demonstrate its commitment to
people development has boosted the Improved Recruitment 4.8 Staff and Staff
University's success in recruiting new staff. Staff Support Services
communication has improved
We see it as framework of best practice which Improved 4.9 General Support
applies to our manual and administrative staff Communication Services and
and technicians just as much as it does to our Facilities
academic staff.
The University has a reputation for the
outstanding quality of teaching in some Increased Quality of 4.2 Student Learning
academic units. Teesside University was Provision by Coursework
named the Times Higher Education Awards Programs
University of the Year 2009.

26. OAAA Audit Topics that can benefit from
implementing the IiP Standard relate to:
IiP THEME OAAA Audit Topics
Strategic Business Planning 4.1 Governance and Management
Business Performance
Leadership & Management
Performance Management 4.8 Staff and Staff Support
Learning & Development Services
Attraction and retention of high
quality employees
Employee Engagement
Productivity
Internal Communication 4.9 General Support Services and
Facilities
Quality of Provision 4.2 Student Learning by
Effectiveness of teaching and Coursework Programs
learning and student outcomes

27. Remaining OAAA Audit Topics
The selected case studies did not provide any direct
evidence that the IiP Standard had a demonstrably
positive impact on:
4.3 Student Learning by Research Programmes
4.4 Staff Research & Consultancy
4.5 Industry & Community Engagement
4.6 Academic Support Services
4.7 Students & Student Support Services

28. Conclusion
However, if we concur with Professor Chris
Viljoen, from Stellenbosch University, SA that
“Knowledge is only transferred on two legs”, and
that “HEI’s are the main source of new
knowledge”
then we can observe and conclude that by
involving, engaging, developing, valuing and
effectively managing our people – then the
knowledge, innovation and commitment benefits
are transferred to all areas of the University both
academic and organisational.

29. When Implementing the IiP Standards….
HEIs will be able to demonstrate they meet the
primary purpose of the OAAA Quality Audit ie:
“The emphasis of Quality Audit is on evaluating
the effectiveness of an institution’s quality
assurance and quality enhancement processes
against its stated goals and objectives. This is
useful for determining the HEI’s capacity and
capability to achieve its aspirations and to
continually improve.”
Oman Accreditation Council (OAC) (2008) (p10)

30. By Implementing the IiP Standards….
“Organisations that have Investors in
People recognition are more likely to
achieve organisational goals and meet
their strategic objectives.”
Mike Bourne, Monica Franco-Santos,
Lucianetti Pavlov, Maura Martinez (2008)

31. SO CAN WE? …………………
HELP OUR
LEADERS &
MANAGERS
BECOME MORE
EFFECTIVE
IMPROVE THE
QUALITY OF OUR
TEACHING & ENSURE
EFFECTIVE
LEARNING

32. QUESTIONS
PLEASE?

33. REFERENCES
1 Bourne, Mike, Franco-Santos, Monica (2010) Investors in People, Managerial Capabilities
and Performance, Cranfield University School of Management, UK, Accessed 28/01/12
2 Bourne, Mike, Franco-Santos, Monica, Pavlov, Lucianetti, Martinez, Maura (2008). Impact
of Investors in People on People Management Practices and Firm Performance. Centre for
Business Performance, Cranfield School of Management, UK
http://www.investorsinpeople.co.uk/Documents/Research/Investors%20in%20People,%20Manager
ial%20Capabilities%20and%20Performance%20Jan%202010.pdf
3 Investors in People UK (2003), Benefits of Being an Investor in People, London, IIP UK
4 Investors in People UK Case Studies, Accessed 28/01/12
Liverpool John Moores University
http://www.investorsinpeople.co.uk/Documents/CaseStudies_2010/LJMU%20pdf.pdf
Oxford Brookes University
http://www.investorsinpeople.co.uk/Documents/Oxford%20Brookes%20University%20pdf.pdf
University of Teesside
http://www.investorsinpeople.co.uk/Documents/Case%20Studies/University%20of%20Teessid
e%20bw.pdf
5 Investors in People UK Commissioned Independent Research, Accessed 28/01/12
http://www.investorsinpeople.co.uk/MediaResearch/Research/Pages/ResearchDirectory.aspx
6 Ipsos MORI (Oct 2008), Performance Tracking Study, IiP UK
7 Koellner, Laurette (2002), The Importance of People, Boeing Global Enterprise Employee
Involvement Team, Seattle, WA (Speech 30 July) Accessed 28/01/12
http://www.boeing.com/news/speeches/2002/koellner_020730.html

34. THANK YOU
Sue Tappin
++968 99469353
++968 24667767
www.i-qs.info
www.investorsinpeople.co.uk