1
INTERNAL QUALITY
ASSURANCE:
LESSONS LEARNED
Quality Education & Training:
Towards a Better Future Sunday, February 13, 2011
• Exceptionality (Excellence)
Exceeding high standards / passing
required standard
• Consistency: Exhibited through zero
defects
• Fitness for purpose: Product or service
meets the stated purpose
Quality Education & Training:
Towards a Better Future
• Ensure Effective Operation
• Accountability, to external parties (value for
money)
• Control: Achievement of quality with existing
resources
• Competitiveness
• Basis for Continuous Improvement (most used by
HEIs)
• Required for External Evaluation of QAA
Quality Education & Training:
Towards a Better Future
QA is about Fitness for Purpose
Are we doing what we supposed to be doing in an
acceptable way?
Does the HEI function in a way that enables it to
achieve its set goals & objectives?
Mission-driven Operation
Quality Education & Training:
Towards a Better Future
• Ensure the utilization of assessment results in adjusting institutional plans
• Importance of assessing outcomes against target levels
Quality Education & Training:
Towards a Better Future
Clearly defined Mission, Goals, Objectives, and
KPIs (as appropriate), and defined measurable
learning outcomes for academic programs
Internal Feedback Mechanism : Pervasive, involving
All stakeholders
All programs & Services
All academic units & Admin, academic and student
support units
Quality Education & Training:
Towards a Better Future
Internal Feedback Mechanism : Pervasive,
involving
All stakeholders
All programs & Services
All academic units & Admin, academic and
student support units
Quality Education & Training:
Towards a Better Future
External feedback Mechanism:
Means to collect feedback from experts,
employers, and alumni, for future
development & improvement
Quality Education & Training:
Towards a Better Future
Internal Reflection Mechanism:
Means to react to internal & external
recommendations for improvement
Quality Education & Training:
Towards a Better Future
• Evidence-Based:
Documentation of information
Data gathered
Results of analysis
Actions taken
Quality Education & Training:
Towards a Better Future
Effective means of data collection, analysis and
storage
Involve: Heads of units
Database Expert
IT experts
Statistician
Quality Education & Training:
Towards a Better Future
Develop mechanism for utilizing results
• Formulation of recommendations
• Developing APPROVED Action Plan with
resources, timeline, and individual
responsibilities (involve unit heads) •
• Monitoring of Progress
Quality Education & Training:
Towards a Better Future
• Review the QA SYSTEM ITSELF
• Are we asking the right questions?
to the right stakeholders?
frequent enough?
• Is the QA system easily implementable?
MAKE IT SIMPLE
Quality Education & Training:
Towards a Better Future
Quality Education & Training:
Towards a Better Future
Service 1
Very poor
2
Poor
3
Satisfactory
4
Good
5
Excellent
1 Classrooms and laboratories
2 Library
3 Sports facilities
4 Academic advising
5 Food Services
6 Health Services
To indicate your satisfaction with university services, please mark
the appropriate box in response to each of the items below.
Quality Education & Training:
Towards a Better Future
Service 1
Very poor
2
Poor
3
Satisfactory
4
Good
5
Excellent
1 Library space
2 IT availability within library
3 Adequacy of books & references
4 Currency of books & references
5 Adequacy of databases and
periodicals
6 Access to library resources from
off-campus
7 Printing & photocopying facilities
8 Help provided by library staff
Please indicate your satisfaction with various library services, by
putting () in the appropriate boxes below
Establish QA Unit within Organization Structure
to report directly to the CEO
Develop QA MANUAL , describing:
• What to be evaluated ?
• When?
• By whom?
• How ?
Effective utilization of results (Closing the loop)
Continuous monitoring of progress
Quality Education & Training:
Towards a Better Future
Consider
Inputs,
Process, and
Outcomes
Quality Education & Training:
Towards a Better Future
Quality Education & Training:
Towards a Better Future
Quality Education & Training:
Towards a Better Future
Area Procedure / Tool Time Frame Responsible Utilization to Improve
Effectiveness
Academic
Programs
Periodic Self-Assessment and
Internal Audits Annually Vice Chancellors Improve Curriculum and Services
Academic
Programs
National Accreditation by The
Ministry of Higher Education
and Scientific Research, UAE
Five years The Vice
Chancellors Improve Curriculum and Services
Curriculum External Evaluation / Report As needed Dean and Chair Develop Curriculum
Curriculum Program Advisory Board /
Meetings and Reports Annually Dean and Chair Develop Curriculum
Courses
Student Evaluation, Instructor
Evaluation, Review by Reports
and Forms
At the end of
every
Semester
Dean and Chair To Improve Delivery of Material &
Faculty Evaluation
Library Evaluation Form Annually Assessment
Committee Service Improvement
IT Services Evaluation Form Annually Assessment
Committee Service Improvement
Area: Inputs
Area Procedure / Tool Time Frame Responsible Utilization to Improve
Effectiveness
Students’ Files
Advisor
Evaluation/Advisor
Report
Every
semester Advisor
For advising & course plan
offerings
Advising services Student Satisfaction
/ Survey Annually
Dean and
Chair
For Improving Advising
Services
Student Services Evaluation Form Annually Assessment
Committee Service Improvement
Instructional delivery Student Evaluation /
Evaluation Form
At the End of
every
Semester
Dean and
Chair To Improve Delivery of Material
Research Projects and
Units Audit and Evaluation Annually
Chair and
Dean
College of Gradate Studies
and Research Evaluation,
Faculty Promotion
Website Quality Evaluation form Annually Assessment
Committee Service Improvement
Quality Education & Training:
Towards a Better Future
Area: Process
Area Procedure / Tool Time
Frame Responsibility
Utilization to Improve
Effectiveness
Academic Programs
International
Accreditation
(ABET, AACSB,
WFME, etc.)
Five years Chairs and
Deans
Improve curriculum
and services
Graduate
Employment
Employer satisfaction
Follow-up
Survey Annually
CASTO, IR
Unit
Career advising/
Career Service Office
Graduate
Employment
Employer satisfaction
Employer
Satisfaction
Survey
Annually IR Unit Revision & Update of
Curriculum
Quality Education & Training:
Towards a Better Future
Area: Outcomes
Semester 1
Sem. 2
Sem. 3
Sem. 4
Sem. 5
Sem. 6
Sem. 7
Sem. 8
Program Advisory Board
Alumni
Employers
An
aly
sis of o
utco
me a
chiev
emen
t (Institu
tion
al R
esearch
)
Phase I
Phase II
Dev
elo
pm
ent
of
ob
ject
ives
, cu
rric
ulu
m, te
ach
ing
& l
earn
ing
to
ols
& m
eth
od
s
Survey
Survey
Consultation
Summative Test
Formative Test
Element
Graduation Project
External Evaluation Reports
Student Exit Survey
Internship
Student Portfolio
Course Evaluation by faculty
Course Evaluation by Students
Midterm exam
Quizzes
Project
Report and Essay
Presentation
Tools of Assess/Evaluation
Quality Education & Training:
Towards a Better Future
What Triggered Change
•Faculty dissatisfaction with the degree of engagement in policy making
•Complaints about chairperson selection
Action/Improvement
Introduce scheme for chairperson election by faculty
Assessment / indicators
•Faculty satisfaction with the process
•Chairperson performance
•Department performance
Faculty Engagement
Quality Education & Training:
Towards a Better Future
Analyses & Follow up
Keys to Success
Commitment of
Upper Administration
Faculty
Quality Education & Training:
Towards a Better Future
Keys to Success
Authority
• Ensure having well-staffed QA Unit
• QA unit report directly to CEO,
with appropriate authority
Quality Education & Training:
Towards a Better Future
Keys to Success
Trust
Faculty & Staff need to be assured that
assessment is not a Threat to them.
It is rather means of improvement
Quality Education & Training:
Towards a Better Future
Keys to Success
Pervasiveness across the institution
Involve ALL relevant Stakeholders in :
Setting goals, objectives
development of
Assessment tools
Feedback
Reflection on results & developing recommendations
Quality Education & Training:
Towards a Better Future
Keys to Success
Planning
Based on strategic plan, and its related goals & objectives (for each program, service, unit):
Develop TIMED-ACTION PLAN with
Target levels & KPIs
Quality Education & Training:
Towards a Better Future
Keys to Success
Technology
Increase use of technology
On-line standardized formats for feedback
Quality Education & Training:
Towards a Better Future
Quality Education & Training:
Towards a Better Future
X
Keys to Success
Timing & Frequency
Choose appropriate timing & frequency
For student feedback: make it a condition to
announcement of exam results
Quality Education & Training:
Towards a Better Future
Keys to Success
Transparency
Conduct CRITICAL analysis
Do NOT hide Weaknesses
Present remedial actions taken
Quality Education & Training:
Towards a Better Future
Keys to Success
•Closing the Loop
Making use of the results in
Planning & provision of resources, to ensure continuous improvement
Leading to
QUALITY ENHANCEMENT
Quality Education & Training:
Towards a Better Future
Keys to Success
Documentation
• Ensure Documentation of Internal
QA Processes
Essential for External Review
Quality Education & Training:
Towards a Better Future
Keys to Success
Continuity
• Continue monitoring as scheduled
• Do not do it just for Accreditation!!
Quality Education & Training:
Towards a Better Future
Keys to Success
•Review the QA System itself
Are we doing it right?
Asking the right questions
to the right people
at the right time
Quality Education & Training:
Towards a Better Future
Commitment
Authority
Pervasiveness
Trust
Communication
Simplicity
Technology
Transparency
Documentation
Continuity
Quality Education & Training:
Towards a Better Future
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