iso 29990 implementation, webinar 31 may 2012
DESCRIPTION
Concepts, implementation process and benefitsTRANSCRIPT
ISO 29990:2010Defining Quality of Workplace Training & Education
Fuad Sultanov, Ph. D. (Civil Engineering)EPIC College of Technology
Toronto, Canada31 May 2012
Webinar Objectives
1. Review concepts of ISO 29990:2010 standard
2. Benefits of implementation
Benefits of Implementation
learnersTo allow for the most success of
and businesses
in the best efficient way
Synergy of Success
Allo
catio
n of
Re
sour
ces
New
Pro
gram
Dev
elop
men
t
Mar
ketin
g
Bran
ding
Lear
ning
Increased Productivity & Quality of Work
Better Place to Work(Better compensation, Job security,
Career Opportunities)
Employee Success(Better Professional Competencies & Qualifications)
Corporate Success(Increased Revenue, Competitiveness etc.)
Investments $
Expa
ndin
g
Quality Factor
How educational experience of learners could be enhanced?
ProgramsInstruction
Administration
Q
ISO 29990 ConceptsC
hap
ter
3Le
arn
ing
Ser
vice
sC
hap
ter
4M
anag
emen
t of
LS
P
Principles of Adult Education
Principles of Quality Assurance
ISO 29990 Key Processes
Lear
ning
Ser
vice
Pr
ovid
er
Lear
ner
Key Learning Service Processes
Determine Learning Needs
3.1 3.2 3.3 3.4 3.5Design Learning Services
Provide Learning Services
Monitor Delivery of L. Services
Evaluate Learning Services
Interested Parties
Key Quality Processes4.10
4.9
4.8
4.7
4.64.5
4.4
4.3
4.1
4.2 Business Planning
Financial/Risk Management
Resource Management
Internal Audits
Satisfaction / Complaints
Management Review
Communication Management
HR Management
Preventive / Corrective Actions
P D
A C
Continuous Improvement
Document / Record Control
Ch
apte
r 3
Lea
rnin
g S
ervi
ces
Ch
apte
r 4
Man
agem
ent
of L
SP
Process Approach
ProcessInputs Outputs
• Process approach:• Define, manage, improve your processes• Achieve expected results guaranteed
Focus
QualityAssurance
OK
What is process?
Quality Control
Product Test / inspection
OK
Pass
Fail
Quality Assurance
ProcessDefine
• Process Flow• Process Parameters
• Temperature• Pressure• Velocity • Etc.
Product
AchieveQuality
OK
Manage
Always!
QA Standards
ANSI/IACET 1-2007
• Quality Assurance Standard for providers of continuing education
• Allows Approved Providers to issue IACET CEUs (Continuing Education Units)
ISO 29990:2010
• Quality Assurance Standard for providers of learning services
• Employs “process approach”
• Allows for ISO certification
Key Learning Service Processes
3.1 Determining learning needs3.1.2 Needs of interested parties3.1.3 Learning content and process
Key Learning Service Processes
3.1 Determining learning needs
Gap
Establish Learning Objectives and Content
What learners
know and do
Determine Learner Current
QualificationsCredentialsWork ExperienceSpecial NeedsEtc.
What learnersshould
know and do
Determine Requirements of
Interested Parties
Job Ads
Employers/IndustryRegulators/EducatorsSponsorsLearnersEtc.
Key Learning Service Processes
3.2 Design of the learning services3.2.1 Specification of the aims and scope of the learning
services3.2.2 Specification of means of supporting and
monitoring the transfer of learning3.2.3 Curriculum planning
Key Learning Service Processes
3.2 Design of the learning servicesLearning Content
Facilitation Methods
Syllabus / Learning Content
Learning Outcomes
Learner Assessment
Methods
Learning / Teaching Methods
Group Activities
Hands On Praxis
Curriculum
Specify Aims, Scope, Outcomes and Methods of Learning Services
Learning Service Provider
Methods of Learning Transferring
Inte
rest
ed P
artie
s
Regulatory Agencies
Industry
Learners
Sponsors
Determine Means of Supporting, Monitoring and Evaluating the
Transfer of Learning
Communicate
Feedback
Deliver KPD 3.3
3
2
1
Key Learning Service Processes
3.3 Provision of learning services3.3.1 Information and orientation3.3.2 Ensuring availability and accessibility of learning
resources3.3.3 The learning environment
Key Learning Service Processes
3.3 Provision of learning services
Interested Parties
Applicants
Ensure understanding of the Program OutlineSponsors
PPI 3.3a - Lead Prospecting, Admissions and Enrolment
PPI 3.3b – Career Counseling and Interviewing
PPI 3.3c – Prior Learning Assessment and Recognition
Support
Resources Qualified Instructors
Learning Environment
Provide Learning Services
Learners Contract package
Learner Orientation
Program Outline
• Purpose, Format & Content•Learning Outcomes•Career Perspectives•Prerequisites •Assessment Criteria/ Methods•Commitments•Rights & Responsibilities• Qualifications Awarded•Supporting Services•Delivery Schedules•Examination Schedules •Fees: Tuition, Exam, Materials•Payment Schedules
BrochuresPamphletsWebsite
BrochuresPamphletsWebsite
Key Learning Service Processes
3.4 Monitoring the delivery of the learning services
Learners
Determine focus areas, methods, format and frequency
Request/Solicit Feedback
· Course Evaluation Form·Questionnaires·Surveys
Format
· Schedule /send·Follow up / collect·Retain records
Interested Parties
Sponsors
Planning
Complaint Procedure PPI 3.4a
System Improvement Opportunities
Analysis
Corrective Action -
Resolution of Complaints
Immediate Response
Continuous Improvement
Program
DataUnsolicited Feedback
Suggestions
Solicited Feedback
Surveys
Complaint Log
Complaints
Evaluations
Key Learning Service Processes
3.5 Evaluation carried out by learning service providers
3.5.1 Evaluation goals and scope3.5.2 Evaluation of learning3.5.3 Evaluation of the learning service
Key Learning Service Processes
3.5 Evaluation carried out by learning service providers
Evaluation of Learners
Quality Objectives
Define Goals, Scope and Methods of EvaluationPlan, Schedule and Conduct Evaluations
Measure Success
Learners
Max
Achieved Level
Min
Learning Outcomes
Evaluation of Learning Services
Quality Objectives
Max
Achieved Level
MinLearning Outcomes
Measure Effectiveness
Learning Service
Determine Improvement Opportunities
Key Quality Processes
4. Management of the learning service provider4.1 General management requirements
Document Control ProcedureRecord Control Procedure
Key Quality Processes
4. Management of the learning service provider4.2 Strategy and business management
Documented Business Plan Business/Quality Strategies and Objectives Management System Quality Policy
Quality Policy
• EPIC College of Technology is fully committed to professional success of our learners. We, therefore, develop, provide and continuously improve our educational programs so that they satisfy changing needs of the learners, employers and community.
Objectives
• Quality Objectives• Business Objectives
Key Quality Processes
4. Management of the learning service provider4.3 Management review
Management Review Procedure
Key Quality Processes
4. Management of the learning service provider4.4 Preventive actions and corrective actions
Preventive actions and corrective actions
Key Quality Processes
4. Management of the learning service provider4.5 Financial management and risk management
Documented Risk Management System
Key Quality Processes
4. Management of the learning service provider 4.6 Human resources management
4.6.1 Competencies of the LSP's staff and associates4.6.2 Evaluation of LSP competencies, performance
management, and professional developmentDocumented assessments and reviews of staff
Key Quality Processes
4. Management of the learning service provider4.7 Communication management
(internal/external)
Key Quality Processes
4. Management of the learning service provider4.8 Allocation of resources
Key Quality Processes
4. Management of the learning service provider4.9 Internal audits
Internal Audit Procedure
Key Quality Processes
4. Management of the learning service provider4.10 Feedback from interested parties
Implementation of ISO 29990
• Purchase your original copy of ISO 29990:2010 standard• Designate your Quality Management Representative• Establish and document your processes and Quality Management System• Provide learning services in accordance with your established processes• Measure efficiency of your performance and compliance with procedures• Identify opportunities for improvements• Perform Internal Audits/Identify non-conformities• Analyze Internal Audit results• Perform Management Review Meetings• Implement Management Review decisions / changes to your system• Invite a 3rd party Certification Authority (External Audit)• Maintain and continuously improve you Quality Management System
Outcomes
Learner• Enhanced Learning Experience• Stronger professional qualifications• Higher value for the employer
Outcomes
Learning Service Provider• Excellence of Training Programs• Recognition through ISO certification• Vehicle for continuous improvement /optimization• Leadership role in the competitive market
In Conclusion
Re-cap of what we have covered:• Objectives of ISO 29990:2010• Implementation • Outcomes
QA in Education
Thank You!