INFORMATION ON AREA 9: CONTINUAL QUALITY · PDF fileLLyods Register Quality Assurance (LRQA) -...
Transcript of INFORMATION ON AREA 9: CONTINUAL QUALITY · PDF fileLLyods Register Quality Assurance (LRQA) -...
Area 9: Continual Quality Improvement
INFORMATION ON AREA 9: CONTINUAL QUALITY IMPROVEMENT
9.1 Quality Improvement
Information on Benchmarked standards
9.1.1 Describe the policies and procedures for regular reviewing and updating of the internal quality assurance activities of the HEP.
UiTM Pahang’s Academic Quality Assurance policies are as follow:
Objective 1: To ensure that UiTM Pahang’s curriculum is in line with Malaysian
Qualifications Agency (MQA) professional requirements
Objective 2: To ensure that the quality of all programmes is above the standard
requirements
Objective 3: To ensure that UiTM Pahang’s curriculum is aligned with MQA and
Ministry of Higher Education (MOHE) requirements through recognition
and continual improvement
Objective 4: To assure the attaining of academic quality of world-class standards for
UiTM Pahang
UiTM Pahang’s quality management policy based on the ISO 9001 standards
complements the above policy by promising to fulfill the requirements and continually
improve the effectiveness of its management system in order to realise its vision and
mission. The procedures established for the maintenance of this system include
procedures for conducting management reviews at planned intervals, taking corrective
actions to prevent recurrence of mistakes, preventive actions, and continual
improvement through the use of its quality policy, quality objectives, audit results and
analysis of appropriate data to aid in a factual approach to decision making (Table
9.1.1.a). Reviewing and updating takes place throughout the system in UiTM Pahang.
Table 9.1.1 (a): Quality Documents and Frequency of Review
Documents Frequency Objective
Quality manuals
As necessary or at least once in three years
Compliance to ISO 9001:2008
Effectiveness of Quality Management System
Quality Procedures (Management)
Quality Procedures (Operation)
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Table 9.1.1 (b) summarizes the various monitoring methods and frequency of
monitoring in ensuring quality standard teaching and learning is maintained. The
teaching and learning activities are monitored by the Quality Management Unit of UiTM
Pahang on behalf of top management, where matters that cannot be resolved at these
levels are brought to their attention for further action. Internal Quality Assurance
activities are reviewed every six months via internal audits conducted by its team of
trained auditors and lead assessors as well as surveillance audits certified by third-
party auditors.
Table 9.1.1.(b): Methods and Frequency of Monitoring of Quality Assurance Activities
Method Frequency Objective
Audit Negara Ongoing
Administrative effectiveness & efficiency
Compliance to statutes and regulations
Certification Body Audit
At least twice a year
Quality management System effectiveness
Compliance to standards Internal Quality Audit
Management Review Quality management system review and improvement
References:
1. UiTM Pahang Quality Manual
2. UiTM Pahang Quality Procedures (Management)
3. UiTM Pahang Quality Procedures (Operation)
4. Fail Laporan MKSP
5. Fail Laporan Audit Dalam
6. LLyods Register Quality Assurance (LRQA) - Fail Laporan Audit
Report Llyod’s
7. Self Review Portfolio 2009 UiTM
9.1.2 Describe the efforts taken by the internal quality assurance unit to keep abreast with the changes and best practices in quality assurance.
The internal quality assurance unit of UiTM Pahang keeps abreast with the changes
and best practices in quality assurance through various means both internally and
Area 9: Continual Quality Improvement
externally. Organisational learning occurs through networking with UiTM Shah Alam,
quality assurance units of other branches, conducting research, Annual Best Practice
conventions, auditor training sessions, discourse series as well as strategic planning
sessions .
As mentioned in the earlier section, the internal quality assurance unit based on the
ISO9001 standards complements the policy by promising to fulfill requirements and
continual improvement as to keep abreast with the changes and best practices in
quality assurance. As such, analysis reports on various aspects of quality
improvement are employed vis-à-vis the institution’s endeavor to achieve excellence
and best practices in quality assurance. The effort is evident in reports such as the
Mesyuarat Kajian Semula Pengurusan (MKSP) of UiTM Pahang.
Members of UiTM Pahang whose directly responsible for continual quality
improvement also attended courses and lead assessor courses. They are also
required to share knowledge through in-house training sessions and discussions.
Internal and external benchmarking, visits & reviews and feedback from MQA
auditors also play a significant role in helping the u to be up-to-date with best
practices in quality assurance.
References:
1. UiTM Impact Study 2007/2008
2. Akademik Blueprint Consolidated UiTM 2011-2015
3. Akademik Blueprint Consolidated UiTM April 2009
4. Dokumen Perancangan Strategik UiTM Pahang (2009-2015)
9.1.3 Identify those responsible for continual improvement within the HEP and their qualifications and experiences.
No Position/Role Name Qualification Experience
1 MQA-OBE Committee Dr Halil Paino
Phd (Auditing)
Master in Accpunting (Finance)
Involves with MQA-OBE
committee since 2009.
Hold various positions
related to academic
such as AC220 Program
Coordinator since 2002
untill 2006.
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2 Head of Quality Unit (Ketua Unit Pengurusan Kualiti - KUPQ)
Hajah Sa’diah Sahat
Msc Quantitative Science
Involves with Quality
Unit of UiTM Pahang
since 2006. Holds
various positions related
to quality unit such as
Ketua Unit Kualiti,
Matematik and Statistic
Program Coordinator,
Internal Quality Auditor,
Committee of AKNC.
3 ILQaM Coordinator
Dr Khamisah Arrifin
Phd (English Language)
M.A (English)
B.Ed (Hons) TESOL
Involves with ILQam as
a coordinator since
2010. Hold various
positions related to
research and
publications UPENA
Coordinator since 2005
untill 2009.
4
Head of Audit System ISO9001 (Ketua Sistem Audit)
Mohd Norafizal Abd. Aziz
Master of Computer Science, UTM
Bachelor of Computer Science, UTM
Diploma of Computer Science, UTM
The only lead assessor
of quality in UiTM
Pahang. He holds the
position of KSA for
several years since
2006. He also held
several position in
academic and
management such as
Internal Auditor, Lead
Assessor.
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9.1.4 How does the unit or department dedicated to quality assurance supports the HEP’s attempt to ensure continuous quality improvements?
MQA-OBE committee has been established to oversee the continual quality
improvement together with Quality Management Unit. This committee will sit together
with Academic Quality Assurance (AQA) of UiTM Shah Alam to define strategic
objectives and Key Performance Indicators (KPIs) as well as initiatives to achieve
these objectives.
The committee meets regularly with AQA Shah Alam to discuss issues pertaining to
academic quality assurance. In addition, UiTM Pahang is also required to follow the
migration plan for the University on the initiative towards Outcome Based Education
(OBE). The names of the OBE-MQA Committee of UiTM Pahang and list of Auditors
will be made available during the visit.
References:
1. Fail MQA-OBE UiTM Pahang
2. Fail Laporan Audit Dalam
9.1.5 Describe how the HEP implement the recommendation for quality improvement and record the achievements of such implementation.
Implementation of the quality assurance plan is monitored and its performance
reported at planned intervals (basically twice a year during MKSP). These data are
analyzed to induce recommendations for quality improvements which are proposed
during management reviews for approval. Approved recommendations are
recorded specifying responsible parties and expected date of completion. The status
of implementations is monitored until completion and the effectiveness of
implementations recorded.
To support these initiatives, various systems have been developed. The scope and
type of data is based on needs and functions of relevant departments. Some of the
systems that have been developed are as listed below:
1. Universiti Teknologi MARA Pahang Website
2. Sistem Aduan Pelanggan (e-Aduan)
3. Course File Management System (CFMS)
4. Electronic Leader Evaluation System (i-Lead)
5. Electronic Employee Satisfaction Survey System (e-Emsats)
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Below are examples of such systems made available online:
Figure 9.1.5 (a): Universiti Teknologi Mara (UiTM) Website
Figure 9.1.5 (b): Sistem Aduan Pelanggan (e-Aduan) Website
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Figure 9.1.5 (c): Electronic Employee Satisfaction Survey System (e-EmSatS)
References:
1. UiTM Pahang Website
http://www.pahang.uitm.edu.my
2. Sistem Aduan Pelanggan (e-Aduan) website
http://www2.pahang.uitm.edu.my/aduanPelanggan
3. Electronic Employee Satisfaction Survey System (e-EmSatS) website
http://www1.pahang.uitm.edu.my/e-emsats
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9.1.6 Describe the link between the quality assurance processes and the achievement of the institutional goals
The link between the quality assurance processes and the achievement of the
institutional goals is illustrated in the table below:-
Objective 1: To ensure that UiTM Pahang’ s curriculum is in line with MQA and Professional requirements
Strategic
Objective Responsibility Action
Review of
curriculum-
based on
OBE
Department of Academic Affairs (Hal Ehwal Akademik - HEA)
Faculty
Involvement of academic staffs in UiTMP
together with the responsible person in UiTM
Shah Alam to review the curriculum based on
OBE. Road show on the matter has been
conducted with the help of academic staffs
from Shah Alam.
Objective 2: To ensure that quality of all programmes in UiTM Pahang is above
the standard requirements
Ensure all
programmes
in UiTM
Pahang are
of same
standard
with other
campuses
HEA
Faculty
Liaise with UiTM Shah Alam to keep updated
information on any change of standard
requirement. For example, new syllabus is
implemented after obtaining the information
from the faculty of UiTM Shah Alam. In
addition, student performance is monitored
closely and specific action will be taken if
students do not meet the required standard.
For example, if the failure rate for a specific
subject increase or escalate, a remedial clinic will be conducted to help the students.
Area 9: Continual Quality Improvement
Objective 3: To ensure that UiTM Pahang’s curriculum is aligned with MQA and
MOHE requirements through recognition and continual
improvement
Recognition
of MQA for
all
programmes
HEA
Faculty
Working along with UiTM Shah Alam to ensure
all curriculums meet the MQA & MOHE
requirements
Objective 4: To assure academic quality of world-class standards for UiTM
Pahang
Self
accreditation
from MQA
HEA
Faculty
Planning stage
References:
1. Fail MQA-OBE UiTM Pahang
2. Fail OBE Fakulti / Program
3. Fail Aktiviti Program
4. Fail Mentor-Mentee Program
Information on Enhanced Standards
9.1.7 How Prominent is the internal quality assurance unit in the organizational structure of the HEP
The OBE-MQA Unit and Quality Management Unit complement and enhance one
another functionality to manage quality assurance initiatives throughout UiTM Pahang.
Their prominence in the organizational structure can be seen through the organization
chart, attached in appendix A. The MQA-OBE Committee provides the quality
assurance plan which it monitors (as specified by UiTM Shah Alam) and Quality
Management Unit assesses and evaluates the effectiveness and efficiency of its
implementation.
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References:
1. Fail MQA-OBE UiTM Pahang
2. Fail Laporan Audit Dalam
3. UiTM Pahang Quality Manual
9.1.8 Describe the recent and projected activities undertaken by the HEP with the purpose to ensure it remains responsive to its changing environment and in embracing the spirit of continual quality improvement.
UiTM Pahang constantly remains responsive to its changing environment by
measuring its customers’ perception regularly. This includes feedback from industrial
training agencies, prospective employers, students, walk-in customers, contractors
and lecturers.
University-wide initiatives are carried out systematically in UiTM Pahang such as
strategic planning, raising staff awareness, training team leaders, and educating
staff. In ensuring that UiTM Pahang fulfils MQA requirements, the same course of
actions has been undertaken.
No List of
Activities Frequency Issues Action
1
Mesyuarat Kajian Semula Pengurusan (MKSP)
Twice per year Revise quality objectives
Conduct motivational programmes such as Kursus Kecemerlangan Akademik (KACA)
2 Mesyuarat Akademik
Twice per semester
Students result analysis
Improve students’ results
3 Mesyuarat Pengurusan Dalaman
Regularly Budget, various issues Reduce costs
4 Strategic Planning Meeting
Twice per year
Development and improvement of infrastructure
Completion of projects on time
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5 Academic Advisor programme
On-going Students’ course registration
Appointment of lecturers as academic advisors
6 OBE On-going
OBE, credit and Student Learning Time (SLT)
Conduct road shows and workshops
7 Mentor-Mentee Programme On-going Helping new
lecturers
Appointment of senior lecturers as mentor
These efforts are also supported by data and information obtained through the web
via the following mechanisms developed by UiTM Pahang.
No Mechanism
1 Course File Management System (CFMS)
2 Sistem Aduan Pelanggan (e-Aduan)
3 Electronic Leader Evaluation System (i-Lead)
4 Sistem elektronik ALUMNI UiTM Pahang
Figure 9.1.8 (a): Course File Management System (CFMS)
Area 9: Continual Quality Improvement
Figure 9.1.8 (b): Sistem Aduan Pelanggan (e-Aduan) Website Website
Figure 9.1.8 (c): Electronic Employee Satisfaction Survey System (e-EmSatS) Website
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Figure 9.1.8 (d): Electronic Leader Evaluation System Website
References:
1. Fail Laporan MKSP
2. Fail Mesyuarat Pengurusan Dalaman
3. Fail MQA-OBE UiTM Pahang
4. Course File Management System (CFMS) website
Link : http://www2.pahang.uitm.edu.my/cfms
5. Sistem Aduan Pelanggan (e-Aduan) website
Link: http://www2.pahang.uitm.edu.my/aduanPelanggan
6. Electronic Employee Satisfaction Survey System (e-EmSatS) website
Link: http://www1.pahang.uitm.edu.my/e-emsats
7. Electronic Leader Evaluation System Website
Link: http://www2.pahang.uitm.edu.my/i-Lead
Area 9: Continual Quality Improvement
9.1.9 What are the attempts by the HEP to have its internal quality assurance system accredited and recognized by a relevant, external and authoritative accreditation body?
Strategy
2009 2010 2011 2012 2013
Programme
Share Efficiate Harmonise Integrate Accredit
Focus
KPI and Customer Satisfaction
Efficiency Analysis Deployment Integration External
Benchmarking
Strategies
• QMS Monitoring
• Audit Effectiveness
• Improvement
• Compliance to MQA requirement
• Best Management System Practice
Online generation of:-
• Strategic planning report
• Related records (CLaMs)
• Database
• Paperless management
• (Internal) benchmarking partners
• (Internal) Best Practice Partners
• Self-Accreditation
• Internal accreditation
1. Some of the strategies above have been formulated by UiTM Shah Alam and UiTM
Pahang is following the step in order to achieve self-accreditation status. The above
core policy is supported from time to time by policies formulated based on current
development, and needs and expectations. The policy to equate Quality and Quantity
that is based on four main principles:
• substance over form and esprit de corps
• prudence/conservatism and ethics
• value for money or (3E)
Area 9: Continual Quality Improvement
• Measure What Really Matters.
2. The policy to focus on science and technology (S & T) relative to non-S&T Governed
by the ratio of 60:40
3. The policy to optimize the use of academic space
4. The policy to provide 100% accommodation for students
5. The policy of maintaining the ratio of 1:0.9 for academic and non-academic staff
References:
1. Kajian Impak UiTM 2007
2. Kajian Pengesanan Graduat UiTM Tahun 2005
3. Kajian Pengesanan Graduat UiTM Tahun 2006
4. Kajian Pengesanan Graduat UiTM Tahun 2007
5. Kajian Pengesanan Graduat UiTM Tahun 2008
6. Buku Maklumat UiTM Jilid 24 2/2008
7. Dokumen Perancangan Strategik UiTM Pahang (2009-2015)
Area 9: Continual Quality Improvement
Appendix A
Quality Assurance Monitoring
• Audit Negara • LLyods Register Quality Assurance (LRQA) • Internal Audit • Malaysian Qualifications Assurance - Outcome Based Education (MQA-OBE) Committee • Quality Unit
Universiti Teknologi MARA Pahang
Philosophy, Vision, Mission
Top Management
Teaching and Learning
• 7 Faculties
o Accounting
o Science, Computer & Mathematics
o Business Management
o Office Management
o Applied Science
o Sport Science
o Civil Engineering
• Institute of Education Development (InED)
• Executive Master in Business Administration (EMBA)
Support Services
• Academic Affairs Department (HEA)
• Student Affairs Department (HEP)
• Center for UiTM-Industry Linkage (UILC)
• Registrar
• Bursary
• Facility Management Department (Bahagian Pengurusan Fasiliti - BPF)
• Library