MANUAL DA QUALIDADE (ISO 9001:2015) - IPVCinternacional.ipvc.pt/sites/default/files/Manual da Qualidade EN_16.pdf · o Management Requirements of the NP EN ISO 9001:2015 Standard;

QUALITY MANUAL 16th edition ● 2017.12.05

QUALITY MANUAL APPROVED BY: Name e signature Date

Authorship

Assessment and Quality Department

2017 / 12 / 05

(Ana Sofia de Sá Gil Rodrigues)

Approval

President of IPVC

2017 / 12 / 05

(Rui Alberto Martins Teixeira)

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INDEX

1. PRESENTATION OF THE POLITECHNIC INSTITUTE OF VIANA DO CASTELO ............................. 3

1.1. Description of the Quality Manual .................................................................................................. 3

1.2. Purpose of this Manual .................................................................................................................. 4

1.3. Quality Manual structure ................................................................................................................ 4

1.4. Presentation of the Polytechnic Institute of Viana do Castelo ....................................................... 5

1.5 History ............................................................................................................................................ 6

1.6 Organizational Chart ...................................................................................................................... 9

1.7 IPVC’ Scientific Áreas .................................................................................................................. 10

1.8 Strategic Plan .............................................................................................................................. 11

1.9 Mission ......................................................................................................................................... 11

1.10 Vision ........................................................................................................................................... 11

1.11 Values .......................................................................................................................................... 12

1.12 IPVC Quality Policy ...................................................................................................................... 13

1.13 Quality Assurance Objectives ...................................................................................................... 13

2. MANAGEMENT AND QUALITY ASSURANCE SYSTEM (SGGQ-IPVC) ............................................. 14

2.1. Context ......................................................................................................................................... 14

2.2. Exclusions .................................................................................................................................... 14

2.3. Context of the organization and its stakeholders......................................................................... 14

2.4. Process Approach ....................................................................................................................... 15

2.5. Processes Map ............................................................................................................................ 16

2.6. Planning, Operationalization, Evaluation and Improvement ........................................................ 17

2.7. Quality Assurance Operational Framework ................................................................................. 19

2.8. Organizational Chart of IPVC’s Management and Quality Assurance System ........................... 23

2.9. Documental Structure .................................................................................................................. 24

2.10. List of SGGQ Documents (https://on.ipvc.pt/) ............................................................................. 25

2.11. Relationship between SGGQ-IPVC Processes and SC Presidency, UO and UF ....................... 29

2.12. Relationship between Processes and Bodies, Services and IPVC Offices ................................. 30

Appendix I: Indicators Map ....................................................................................................................... 32

Appendix II: Survey Map ........................................................................................................................... 44

Appendix III: SGGQ-IPVC References (based in A3ES and ESG) ........................................................ 48

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1. PRESENTATION OF THE POLITECHNIC INSTITUTE OF VIANA DO CASTELO

1.1. Description of the Quality Manual

1.1.1. Record of the Previous Editions: Edition Date Modification Cause

1 2006.09.05 Footnote modification; Rectification of the legislation related to the creation of the UO/Services; Modification of the Mission, Vision, Policy and Goals; Modification of the organizational chart; Reorganization of the processes; Context changing

2 2008.02.15 Introduction of Strategic Plan reference; Modification of the point 2.4: List of the Documents; changes on the point 3.3

3 2008.09.08 Introduction of the GEI process, modification of point 2.2 Exclusions

4 2008.10.31 Modifications on the point 2.4: List of Documents; Changes resulting from new statuses and context alteration; inclusion of the PGE process

5 2009.10.30 Context’s modification (Master Degrees extension); Modification of the documentation related to various processes

6 2010.02.08 Restructuring of the Processes (Strategic Management); Inclusion of GGQ and GAQ; Alteration of the documentation related to various processes

7 2010.11.15 Modification of the documentation related to various processes

8 2010.12.10 Modification of the documentation related to various processes; Inclusion of a new Department created at IPVC; updating of the points 1.2, 1.5 (PE and PQ) and 1.6 (Organizational Charts); Change the SGQ to SGGQ

9 2011.11.04 Modification of the index and various processes documentation; Modification of PE reference (2011-2014) and adjustment of Mission, Vision, Values; revision of Quality Structure; updating ot the context (specifying SAS processes)

10 2012.01.05 Modification of the index and various Processes documentation

11 2014.01.27 Review of the index, 2.4 (Processes Documentation) and 3.3 chart

12 2015.11.06

Modification of the index and reference to the Strategic Plan (IPVC 1519), Mission, Vision and Values, Goals of SGGQ-IPVC and their reach; extending the context (news SAS sub processes: CUL/DES/SAL/EM/BUS); clarification of stakeholders and relationship between IPVC Processes and Institutions and between processes and A3ES/ESG-2015

13 2016.04.07 Modification of the Process Map of SGGQ – IPVC

14 2016.12.22 Modification of the documentation related to various processes; update concerning the A3ES documentation

15 2017.03.31 Modification of the documentation related to various processes, update concerning the A3ES documentation and ISO 9001:2015 transition

16 2017.12.05 Modification of the Process Map of SGGQ – IPVC; modification of the indicators map; modification of the survey map.

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1.2. Purpose of this Manual

This Quality Manual (QM) has the following objectives:

o Present the Polytechnic Institute of Viana do Castelo (IPVC)

o Communicate the IPVC Quality Assurance Policy and the structure of its Management and

Quality Assurance System (SGGQ-IPVC), organized by Processes, respective Procedures

and printed forms;

o Present and describe the SGGQ-IPVC to the IPVC community (internal and external);

demonstrate its compliance with the reference Standards and with the legal requirements,

statutory, regulatory and with the internally defined procedures; demonstrate the compliance

with control and verification requirements, associated with the Accreditation of Study Cycles

dimension and with SGGQ-IPVC Certification; and contribute to the transparency functions

and to the Internal Quality Assurance System continuous improvement.

1.3. Quality Manual structure

The QM is prepared by the Assessment and Quality Department (GAQ) and approved by the

Presidency. This is evidenced by signature of the respective responsible on the first page. It is issued in a

format according to this page.

The header mentions the edition number and the elaboration date.

In the footnote of each page (except the first) is indicated the page number and total of pages.

The QM is reviewed whenever any change occurs that makes it inappropriate, framed in regulatory or

regulatory review, as in an improvement or correction action. Proposals for revising the QM can be made

by any interested party and are directed to the GAQ which reviews and implements any changes, if

applicable.

Any change to the QM content requires the emission of a new edition, with the respective number

increased by one. The first issue of the document corresponds to the edition 1 (one).

The QM publication is held at the IPVC Institutional website (Quality area-SGGQ-IPVC), at the Virtual

Desk-office (SGQ.IPVC.PT) and at ON.IPVC (https://on.ipvc.pt in SGGQ/Quality Management section) in

which this one is available for consultation, being its updating is guaranteed by GAQ whenever there are

revisions to this.

There’s only one controlled copy that is assigned to GAQ.

https://on.ipvc.pt/

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1.4. Presentation of the Polytechnic Institute of Viana do Castelo

This Manual describes the Management and Quality Assurance System of the POLYTECHNIC

INSTITUTE OF VIANA DO CASTELO (SGGQ-IPVC) as well as the processes that incorporates and that

aim to the implementation of IPVC Quality Assurance Policy.

The implemented SGGQ-IPVC is based on:

o Management Requirements of the NP EN ISO 9001:2015 Standard;

o European Standards and Guidelines for quality assurance in higher education (ESG-Standards

and Guidelines for Quality Assurance in the European Higher Education Area, ENQA);

o Guidelines for the Self-Assessment of the running Study Cycles (ACEF), of A3ES;

o Guidelines for Request of Prior Accreditation of New Study Programmes (PAPNCE), of A3ES;

o Guidelines for Special Request for Accreditation Renewal of Non-Aligned Study Cycles (PERA),

of A3ES;

o Auditing Process Manual (V1.2., oct. 2016), SIGQ benchmarks (oct. 2016) and the Guidelines for

Self-Assessments-Auditing of Internal Quality Assurance Systems, of A3ES;

o Institutional Assessment Process (Jan.2017);

o In order to ensure the quality of the study cycle and also the desired level of satisfaction to the

provided services to the community, this Manual presents the processes and procedures adopted

by IPVC under the SGGQ, being for this one, a reference document.

http://www.enqa.eu/index.php/home/esg/http://a3es.pt/sites/default/files/Gui%C3%A3o%20ACEF%202017-2022_Jul.2017.pdfhttp://a3es.pt/http://a3es.pt/sites/default/files/PAPNCE_2016_PT.PDFhttp://a3es.pt/http://a3es.pt/sites/default/files/Guiao_PERA_CE_2015_PT_V1.0_0.PDFhttp://a3es.pt/http://a3es.pt/sites/default/files/A3ES_ManualAuditoria_1.2_201610.PDFhttp://a3es.pt/sites/default/files/A3ES_ReferenciaisSIGQ_201610.PDFhttp://a3es.pt/sites/default/files/Gui%C3%A3o_Autoavalia%C3%A7%C3%A3o_ASIGQ_V1.1_Jan2013.pdfhttp://a3es.pt/sites/default/files/Gui%C3%A3o_Autoavalia%C3%A7%C3%A3o_ASIGQ_V1.1_Jan2013.pdfhttp://a3es.pt/http://www.a3es.pt/pt/acreditacao-e-auditoria/guioes-e-procedimentos/avaliacao-institucional

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1.5 History

The IPVC is a Public Higher Education Institution created through the Decree-Law nr. 380/80 of

August 16th. It is a legal entity governed by public law, granted with statutory, administrative, financial and

patrimonial autonomy. Its Statutes had been homologated by Normative Dispatch nr. 7/2009 of January

26th, published in the D.R. of February 6th of 2009. The IPVC presents, internally, a set of regulations that

guide the multiplicity of Organic Units (UO), Functional Units (UF) and Bodies that constitute it. The IPVC

integrates 6 UOs oriented to educational projects - the Higher Schools - and 3 UF - Social Services (SAS);

Library; Technology, Innovation and Knowledge Transfer Unit - OTIC (the latter two in implementation as

UF). The IPVC Central Services (SC) are in charge of ensuring the institutional coordination of personnel,

patrimonial, administrative, financial, global planning and technical support activities.

Schools are governed by its own statutes; they are legal entities of public law, endowed with scientific

and pedagogical autonomy and have their own Governing Bodies: Director, Pedagogical Council,

Coordination Course/ Course Commission. The Technical-Scientific Council of IPVC has, in each school,

a Technical-Scientific Commission with the purpose of prepare and support the work of the Technical-

Scientific Council, in them competencies can be delegated.

The referred Organic Units are:

http://www.ipvc.pt/conselho-tecnico-cientifico

7


SCHOOL OF EDUCATION [ESE]

Created by Decree-Law nr. 513-T/79, 12/26

AGRÁRIAN SCHOOL

[ESA]

Created by Decree-Law nr. 46/85, 11/22

SCHOOL OF TECHNOLOGY AND MANAGEMENT

[ESTG]

Created by Decree-Law nr. nº 46/85, 11/22

SCHOOL OF HEALTH

[ESS]

It was reconverted to Higher School of Nursing by the Ordinance nr. 821/89, 9/15.

Renamed Higher School of Health by the new statutes of IPVC.

SCHOOL OF BUSINESS SCIENCES

[ESCE]

Created by Decree-Law nr. 264/99, 07/14

SCHOOL OF SPORTS AND LEISURE

[ESDL]

Created by the General Council of the Polytechnic Institute of Viana do Castelo on May 3rd of 2011 under the article nr. 59 of Law 62/2007 of September 10th (in Regime Jurídico das Instituições de Ensino Superior). The authorization for functioning was on May 11th of 2011 by the Order of Ministry of Science, Technology and Higher Education.

http://portal.ipvc.pt/portal/page/portal/esahttp://portal.ipvc.pt/portal/page/portal/esdl

8


The IPVC has also the Social Services (SAS-IPVC) a

functional unit with administrative and financial autonomy, that

had began its activity in April 1994, although already since

1987 the students of the IPVC have been benefit of

scholarships and social support..

According to Decree-Law 129/93 from April 22nd and in the organic regulation of Social Services, the

implementation of the policy of IPVC Social Action is ensured by the provision of services in the following

services:

Direct Support:

o Scholarships;

o Emergency assistance.

Indirect Support:

o Access to food and accommodation;

o Access to health services;

o Support for cultural and sport activities;

o Access to other educational supports.

http://portal.ipvc.pt/portal/page/portal/sas

9


1.6 Organizational Chart

Student Federation Students’ Association of

Schools

Academic Council

Student Ombusman

Management Council

Functional Units Social Services; OTIC (to initiate); Library (to initiate)

Scie

nti

fic-T

ech

nic

al

Co

un

cil

Scientific Areas

Disciplinary groups

Services

Directorate for Strategic Planning and Development (to initiate); Directorate for Administrative and Financial Services; Directorate for IT Services; Technical Services Division; Academic Services Division; Human Resources Division; Dispatches and Archive Services Assessment and Quality Department; Legal Department (to initiate); Mobility and International Cooperation Department; Communication and Image Department; Internal Audit Department (to initiate) Presidency Secretariat.

Research

Units

Administrator

Schools Executive Board

Pedagogical Council Course Coordination

Front-Desk Courses Secretarial Support Executive Board Secretariat

Laboratories

IPVC

General Council

President

The description of the functions of the Institutional Bodies, Offices

and Services within this Organization Chart, is according to the

IPVCs’ Statutes and the corresponding Organic, Functional and

Research Units by IPVCs’ President Dispach’s.

http://www.ipvc.pt/conselho-academicohttp://www.ipvc.pt/conselho-academicohttp://www.ipvc.pt/provedor-do-estudante-2http://www.ipvc.pt/provedor-do-estudante-2http://www.ipvc.pt/provedor-do-estudante-2http://www.ipvc.pt/provedor-do-estudante-2http://www.ipvc.pt/provedor-do-estudante-2http://www.ipvc.pt/conselho-gestaohttp://www.ipvc.pt/conselho-gestaohttp://portal.ipvc.pt/portal/page/portal/sashttp://www.ipvc.pt/conselho-tecnico-cientificohttp://www.ipvc.pt/conselho-tecnico-cientificohttp://www.ipvc.pt/conselho-tecnico-cientificohttp://www.ipvc.pt/conselho-tecnico-cientificohttp://www.ipvc.pt/conselho-tecnico-cientificohttp://www.ipvc.pt/conselho-tecnico-cientificohttp://www.ipvc.pt/areas-cientificashttp://www.ipvc.pt/areas-cientificashttp://www.ipvc.pt/servicos-academicoshttp://www.ipvc.pt/servicos-academicoshttp://www.ipvc.pt/recursos-humanoshttp://www.ipvc.pt/qualidadehttp://www.ipvc.pt/qualidadehttp://internacional.ipvc.pt/pt/node/6http://internacional.ipvc.pt/pt/node/6http://www.ipvc.pt/gcihttp://www.ipvc.pt/gcihttp://www.ipvc.pt/escolashttp://www.ipvc.pt/conselho-geral

10


The IPVC is organized in 8 Scientific Areas (which are subdivided into several disciplinary groups), cross the 6

UO’s.

1.7 IPVC’ Scientific Áreas

SCHOOLS

http://www.ipvc.pt/areas-cientificas

11


1.8 Strategic Plan

IPVC has defined a Strategic Plan for the 2015-2019 period, in which are defined the guidelines that

are the base for SGGQ-IPVC (since February 2016).

The Strategic Plan is posted on an exclusive website, http://planoestrategico.ipvc.pt/, in order to allow

its global dissemination to the community.

The new Strategic Plan 2015-2019 (IPVC1519), approved at the General Council (CG) on October

14th of 2015, in accordance with IPVC Statutes was submitted to the CG until 6 months after the

President took office, on March 5th of 2015.

After approval of the IPVC1519, a 2 months period takes place to incorporate the CG's

recommendations and define the Plans of Action for each objective of the approved IPCV1519.

Considering this process, during the year of 2015, the SGGQ-IPVC still kept the objectives of the Strategic

Plan 2010-2014 as the strategic guidelines.

As follows, a summary of the Mission and Vision is presented as part of the IPVC1519 Strategic Plan

and the Quality Policy defined by the IPVC Presidency .

1.9 Mission

The Polytechnic Institute of Viana do Castelo is a public higher education institution serving the

development of the person and society, which creates and shares knowledge, science, technology and

culture. It promotes the integral formation of students throughout life, combining teaching with research, in

a proactive attitude of permanent innovation, cooperation and commitment, focused on the development

of the region and the country, and internationalization.

1.10 Vision

The IPVC is an innovative and proactive institution known for the quality of its organizational and

governance models.

Based on a diversified, innovative, professional, global and versatile training offer, fully articulated with

applied research and in permanent commitment to the region and the country.

It is a dynamic community, centered on the promotion of human potential and that through

collaborative networks, encourages entrepreneurship with a view to employability, in a logic of value

creation.

It is an institution committed to internationalization through knowledge sharing, training, mobility and

project development, being recognized in international cooperation, in particular with the Community of

Portuguese Speaking Countries.

http://planoestrategico.ipvc.pt/

12


VALUES

EQUITY

JUSTICE

FREEDOM

LOYALTY

RESPECT

SOLIDARITY

CIVILITY

ETHICS

HONESTY

QUALITY

TEAM WORK

TRANSPARENCY

ORGANIZATION AND FUNCTIONING

BEHAVIOR

RELATIONS LAW

1.11 Values

13


1.12 IPVC Quality Policy

The Presidency compromises to:

o Maintain an adequate Strategic Planning at all levels of the directive structure and commitment to

the institutional leadership;

o Maintain an attitude of permanent attention, encouragement and support to the Management and

Quality Assurance System (SGGQ) because it considers a crucial element for the fulfillment of it’s

Mission, its sustainability and development;

o Maintain constant attention to the needs and expectations of the internal and external agents of the

IPVC Community with a view to achieving high levels of satisfaction and harmony with the aims

and objectives of the Region and the Country;

o Motivate and engages, through a systematic participation, all agents (internal and external) in the

dynamization of the SGGQ;

o Ensure the necessary conditions to achieve the objectives defined in the SGGQ, in particular those

related to quality assurance and accreditation of study cycles;

o Develop and maintain a strategy for the continuous improvement of the quality of the training

offered in a practice of applied research and that enables a progressive level of competences for

the provision of services of greater value with a view to the economic and social valorization of

knowledge;

o Strengthen the conditions for the support of a policy and practice of applied research which results

in the production of the necessary knowledge which is transferred and that ensures the innovation

of the business and social environment, a process from which an investment return should be

obtained;

o Ensure the essential support processes for a greater fairness in the access and frequency to higher

education;

o Ensure adequate promotion and recognition of the SGGQ within the IPVC Community,

communicate clearly its purpose, considering the centrality of the students and quality assurance of

education and its improvement;

o Fulfill all the legal applicable requirements, regulations and standards.

1.13 Quality Assurance Objectives

Based on the Strategic Plan and the Quality Policy, IPVC’s Quality Objectives are set annually, which

are described and planned in its own document, to ensure its objective assessment. For each process,

are defined goals, with associated indicators and targets, which are assumed as specific/operational

Quality Objectives of each process. Each one also has an Improvement Plan, reviewed at least annually,

with actions, goals, managers and implementation deadlines.

14


2. MANAGEMENT AND QUALITY ASSURANCE SYSTEM (SGGQ-IPVC)

2.1. Context

Higher education in the scientific areas taught in the Schools such as the School of Education,

Agrarian School, School of Technology and Management, School of Health, School of Business Sciences

and School of Sports and Leisure. Social Services (Accommodation, Food, Scholarships, Culture, Sports,

Health, Employment, Academic BUS). Other responsibilities include preparation and development of

studies and projects.

2.2. Exclusions

Not applicable.

2.3. Context of the organization and its stakeholders

The IPVC determines the external and internal issues relevant to its purpose and its strategic orientation and which affect the ability to achieve the objectives. The planning and development of the SGGQ of the Institution are conducted on the principles of continuous improvement, according to the following scheme.

The responsibility for Quality is not only of the Quality Team, but shared by all IPVC’s

collaborators, while involving the students and alumni, as well as external partners, which

together constitute the IPVC COMMUNITY. Other relevant stakeholders are the guardianship,

regulators, trade unions, customers of services.

Quality Assurance of Study Programs, IDI and

provided Services

Monitoring, Measurement, Analysis,

Evaluation, Improvement and

Innovation

Requirements Fulfillment, needs and

expetations

Resources

Management

Accountability and

Reliability Skills

Development

IPVC’s context and

its stockholders

TRAINING; INVESTIGATION,

DEVELOPMENT AND SERVICES

STAFF

STUDENTS, PARTNERS / ALUMNI,

SUPPLIERS, GUARDIANSHIP, REGULATORS / EVALUATORS

TOP MANAGEMENT (Lidership and Strategic

Planning)

15


2.4. Process Approach

The approach and processes description were carried out based on the "Process Map" model where:

o The inputs and outputs of each process

o The main activities associated with each process

o The functions that perform and / or participate in each of the activities

o The documents and / or means that are necessary for the execution of each activity

o The records produced in the execution of each activity (when applicable)

o The process performance indicators (Appendix I: Indicator Map)

o The improvement plan

The Management and Quality Assurance System is understood as a set of processes that interact and

interrelate with each other (see chapter 3.2).

The purpose of this methodology of process approach is to provide a framework to evaluate its

performance through appropriate indicators that measure the achievement of objectives.

The follow-up of these indicators is carried out regularly in order to continuously improve the efficiency and

effectiveness of the processes and consequently of the organization.

The processes identified and described according to this methodology were grouped into four types:

I. Strategic Management Processes - policies and institutional development processes definition -

Process of Planning and Strategic Management, as well as the processes of Creation and

Restructuring of Courses and International Cooperation;

II. Value Chain Process - Process directly related to Training (Teaching & Learning) of graduated

courses (CTeSP, 1st and 2nd Cycle); Research and Community Service and Long-life and

Specialized Training.

III. Support Processes - Processes that support the Training process and guarantee the Institution

operation, in particular the people but also the infrastructures and work environment, knowledge

management, information systems and communication;

IV. Measurement, Analysis, Evaluation and Improvement Process - verify the compliance of the

system with regulatory frameworks and legal and regulatory requirements, assess performance,

including the assessment of stakeholders (Appendix I: Map of Indicators and Appendix II: Map of

Surveys) their effectiveness and efficiency and contribute to continuous improvement.

16


2.5. Processes Map

See Table Appendix III.1, 2 and 3 - Correspondence between A3ES References, European Standard

Guidelines (ESG, 2015), ISO 9001: 2015 requirements and SGGQ-IPVC Processes

17


2.6. Planning, Operationalization, Evaluation and Improvement

Considering the organizational context, the stakeholders, a risk-based thinking and the opportunities,

the process Strategic Planning and Management (PGE) has as its fundamental activity the elaboration

of the Strategic Plan (see chapter 1.8) and annually the Plans and Activity Reports. This process, in close

connection with the System Management and Improvement Process (GMS), ensures the organization

of the SGGQ-IPVC and the implementation, monitoring and review of the policy for quality and its effective

translation in the SGGQ, including its annual review (See diagram 2.6.1, p.18). The consultation process,

including surveys of stakeholders (see Appendix I), performance indicators (see Appendix II) and internal

and external audits are monitoring and core evaluation activities, allowing to check the effectiveness of

internal quality assurance, act as a booster to improvement and provide the IPVC with new perspectives

and information to ensure the institution and the public the quality of IPVC activities.

The management of partnerships (regional and national) for Training and Applied Research (Project

Management Process), together with the internationalization strategy, including the mobility of students

and collaborators (International Cooperation Process), constitute the support for the implementation of the

Cooperation with society IPVC policy.

Also at the strategic level, the Process for Course Creation and Restructuring (CRC), manages the

creation of new courses or the review of the existing ones, based on a periodic evaluation of the training

offer, by listening to interested parties to detect needs and opportunities, in particular the regional training

needs and the potential for employability, the available resources, opportunities for partnerships with other

HEIs (in particular from the APNOR) but also considering its competitors.

The Education process (FOR) ensures the planning of the school year, implementation, monitoring,

analysis and evaluation of teaching activities and satisfaction of students with a view to continuous

improvement and innovation of teaching & learning, involving in this process all organs and relevant

stakeholders. The focus of the Training Quality Assurance is the Curricular Units (UC), which constitute

the Curriculum Unit, seeking a continuous commitment of students and teachers, at the level of each UC,

course coordination (CC), Disciplinary Groups (DG), Where UCs and teachers are allocated), Pedagogical

Councils and Pedagogical Councils (CP) of the OU, and at the central level, the CTC and the Presidency,

in particular in the allocation of resources (annual definition of the training offer, Teaching Service, among

others) .

From UC monitoring and evaluation results a UC report (RUC), which is used by the CC in preparing

the Annual Course Report (RAC). The information of the RACs and the Annual Process Reports (RAP) is

integrated in the Annual Balance Sheets of the OUs, these being added to the System Review (see

diagram 2.6.1, page 18).

Thus, the structure of the SGGQ-IPVC, with successive levels of Evaluation: from UC to the course,

through IDI & T (Project Management Process), International Cooperation and Support Resources and

Services (Support Processes) to meta-evaluation Substantive of the GSGQ, allows its Periodic Review

(see diagram 2.6.1, p.18)

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2.6.1. Schedule Planning and Balance, Reporting and System Review

19


2.7. Quality Assurance Operational Framework

The functional model of IPVCs’ Management and Quality Assurance System (SGGQ-IPVC) is based

on a structure with a coordinating center, and members selected by the IPVC Central Services (SC),

Organic Units (UO) and Functional Unit-SAS, namely:

o IPVC Top Management – Pro-President for Quality and Quality Institutional Manager (GIQ-

IPVC)

o IPVC’s Assessment and Quality Department - Coordinated by GIQ-IPVC;

o Quality Department of SC/UO/UF, formed by Quality Managers (GQ) of SC/UO/UF;

o Process’ Coordinating Group – Coordinated by the Process Institutional Manager (GIP) which

includes the Process Managers (GP).

1. The Assessment and Quality Department (GAQ), coordinated by the IPVC-GIP, incorporates the

Quality Managers of SC/UO/UF and has the following assignments:

1.1. Coordinating, promoting and revising the SGGQ in IPVC;

1.2. Preparing the institutional documents of the SGGQ, including the Quality Manual;

1.3. Preparing the IPVC’s Annual Quality Programmes;

1.4. Preparing the IPVC’s Annual Audit Programmes as well as ensuring its implementation;

1.5. Preparing the SGGQs’ Annual Revision, by the Top Management (based on Balance Sheets of

SC/UO/UF and Annual Reports of Process and Programmes);

1.6. Reporting to the Top Management the performance of the SGGQ and any improvement need;

1.7. Coordinating the administrative process of assessment/accreditation of the graduated and master

study cycles, of the CTeSP and of the lifelong learning/specialized training;

1.8. Coordinating, together with the Top Management, the definition of responsibilities, resources,

methodologies, and deadlines for improvements’ implementation and innovations resulting from

System Revision;

1.9. Cooperating with IPVC’s Top Management and Human Resources Division to analyse the necessity

for internal training activities.

20


2. The Quality Department of SC/UO/UF is coordinated by the Quality Manager(s) of SC/UO/SAS,

incorporates the process managers of the SC/UO/SAS and has the following assignments:

2.1. To coordinate, promote and guarantee the revision and improvement of the SGGQ in the SC / UO

/ UF;

2.2. Analyse the inputs for the system review and prepare the Annual Quality Balance of its Unit;

2.3. Analyse the complaints, non-conformities and improvement suggestions of the processes of the

respective unit;

2.4. Conducting corrective and preventive actions to be implemented;

2.5. Coordinate with Process Managers the processes of the respective Unit;

2.6. To collaborate in the evaluation process / accreditation of the studies cycles of the respective

School and of the lifelong learning/specialized training;

3. The Processes Coordination Groups covers all SGGQ-IPVC processes and have the purpose of

articulating the processes in the SC / UO / UF, aiming at standardization of procedures whenever

possible, identification of best practices and continuous improvement of those.

Each group is composed of SC / UO / UF process managers, as applicable. Each team has a

coordinator (Institutional Process Manager-GIP), meets periodically (whenever justified, at least

quarterly) and has the responsibility of managing the respective process. It responds by complying

with the matrix, analyses the indicators that concern it, analyses the documents related to the process

and proposes to management bodies solutions to improve its services.

In addition to the Institutional Process Manager-GIP, the mission of convening and guaranteeing,

logistically, the operation of the group, as well as transmit or receive information from the Office of

Evaluation and Quality.

4. IPVC’s Institutional Quality Manager, appointed by IPVC’s President as Pro-President for the

Quality, has the following assignments:

4.1. Coordination of IPVC’s Assessment and Quality Department - Implement maintain and promote the

SGGQ-IPVC;

4.2. Coordinate the elaboration, approval, alteration and distribution of the documents of the SGGQ;

21


4.3. Ensure the adequate updating and use of the SGGQ-IPVC management platform;

4.4. Plan, convene and conduct periodic meetings of the IPVC Evaluation and Quality Office;

4.5. Prepare the annual System Audit Program and ensure its implementation;

4.6. Propose specific information or training actions or in areas that determine Quality according to the

diagnosed needs;

4.7. Verify the follow up of the occurrences and collaborate in the actions proposal;

4.8. Coordinate the SGGQ-IPVC annual review;

4.9. Support the Top Management in the Institution strategic planning and management;

4.10. To coordinate the administrative process of accreditation of the cycles of studies and of the

lifelong learning/specialized training and certification of the SGGQ;

4.11. Ensure communication with evaluation / accreditation bodies and the certifiers.

5. The Quality Managers (GQ) of SC/UO/UF, nominated by the President, UO’s Directors and SAS’s

Administrator respectively, have the following assignments:

5.1. Collaborate in the accomplishment of the Quality Manual defined regulations ;

5.2. Collaborate in planning and making of quality audits;

5.3. Analyse and revising the Processes’ monitoring indicators of each Unit;

5.4. Analyse and monitor the Processes Improvement Plans of each Unit;

5.5. Suggest specific informational/training activities or at any important areas for the Quality depending

on the analysed needs;

5.6. Verify the follow up of occurrences and collaborate in the actions of improvement proposals

(including correction, corrective and preventive activities);

5.7. Prepare each Unit’s Quality Report;

5.8. Collaborate in the process of assessment/accreditation of the study cycles and continuous

education of each Unit, and of SGGQ’s certification.

22


6. The Process Managers are divided in two types:

NOTE: GIP / GP associated with Bodies and Services, are inherently responsible for these bodies and

services.

6.1. Institutional Process Managers (GIP), assigned by IPVC’s President and Institutional Quality

Manager, have the following assignments:

6.1.1. Develop/revise the respective process maps, procedures, work instructions and printed

documents together with others involved in the activities, always reporting to the Assessment

and Quality Department;

6.1.2. Monitor the implementation of the process and its continuous improvement, following the actions

contained in the Improvement Plans and informing the Institutional Quality Manager (GIQ);

6.1.3. Plan, request and conduct the regular reunions with Process Managers;

6.1.4. Monitor the process analyses indicators, according to the needed frequency and informing the

GIQ;

6.1.5. Collaborate in the Process and/or SGGQ internal audits. To verify the follow-up of occurrences

and to collaborate in the proposal of actions to treat risks and opportunities, associated to the

process including improvement actions and corrective actions;

6.1.6. Develop Process Annual Report.

6.2. SC/UO/UF Process Managers, assigned by SC/UO/UF Quality Manager, have the following

functions:

6.2.1. Collaborate with GIP in the elaboration / review of the process map, procedures, working

instructions and associated forms, of the SC / UO / UF, with the collaboration of other involved in the

activities, informing the respective Quality Manager;

6.2.2. Implement the process and collaborate in its continuous improvement, analysing the actions

included in the Improvement Plans and occurrence register;

6.2.3. Collect, process and analyse data from process indicators;

6.2.4. Propose specific information or training actions or in areas that are decisive for the Process

according to the diagnosed training needs;

6.2.5. Collaborate in conducting internal audits of the Process and / or SGGQ;

6.2.6. Collaborate on the follow-up of registered occurrences

NOTE: GIP / GP associated with Bodies and Services, are inherently responsible for these bodies and

services.

23


2.8. Organizational Chart of IPVC’s Management and Quality Assurance System

The IPVC’s Institutional Quality Manager and SC/UO/UF Quality Managers are assigned to:

o Ensure that are established, implemented and improved the necessary processes for the

efficient functioning of the GSPQ-IPVC, ensuring that all requirements applicable to teaching

& learning quality assurance are considered for the institution's study cycles, support services,

R&D+I and the services provision;

o Assess the performance of the System with definition of performance indicators (Appendix I:

Map of Indicators), including stakeholder survey results (Appendix I: Indicator Map) with

annual Meta-Assessment (Review resulting from successive levels of evaluation From the

Course, Processes, Services and Schools to the System as a whole) and any improvement

needs identified by the stakeholders, including recommendations and conditions of external

evaluation / accreditation bodies;

o Ensure that the entire organization is aware of the need to comply with stakeholder

requirements.

IPVC Quality and Assessment

Department

Quality Department

of SC

Quality Department

of SAS

Quality Department

of ESA

Quality Department

of ESDL

Quality Department

of ESE

Quality Department

of ESS

Quality Department

of ESTG

Processes’ Coordinating Groups (GIP and GP of each UO/SC/SAS, when appropriate)

Top Management

Representative

Quality Department

of ESCE

24


2.9. Documental Structure

The Management and Quality Assurance System documents are organized in the following way:

QUALITY MANUAL

PROCESSES MAP (OBJECTIVES, ACTIVITIES AND INTERVENERS, ASSOCIATED DOCUMENTATION, INDICATORS AND IMPROVEMENT PLANS)

INFORMATION MAINTAINED (PROCEDURES AND WORK INSTRUCTIONS)

INFORMATION RETAINED (PRINTED DOCUMENTS)

25


2.10. List of SGGQ Documents (https://on.ipvc.pt/)

PROCESS Subprocess RELATED DOCUMENTS

SC ESA ESE ESCE ESDL ESS ESTG SAS

STRATEGIC MANAGEMENT

PLANNING AND STRATEGIC MANAGEMENT (PGE)

- Process Matrix: PGE - Procedures and Work Instrutions: Elaboração do PE, Plano Estratégico; Plano de Atividades; Relatório de Atividades - Printed Documents: Proposta de Atividades a integrar PA, Descrição de Atividades a integrar RA, Elaboração do PE, Plano de Ações do PE

INTERNATIONAL COOPERATION (CIN)

- Process Matrix: CIN - Procedures and Work Instrutions: Estágios Internacionais para Diplomados, Mobilidade de Docentes e Não Docentes, Mobilidade de Alunos, Estabelecimento de Parcerias, Mobilidade de Alunos em Espaço Lusófono. - Printed Documents: Inter-institutional agreement , Learning Agreement, Changes to Original Learning Agreement, Learning Agreement for Traineeships, Transcript of Records, Contrato

ERASMUS+, mobilidade para estudos e/ou estágio/recibo; Confirmation of Arrival / Departure for International Students, Letter of Acceptance, Ficha de candidatura Erasmus Guide Friend, Application Form for Erasmus Students Accommodation, Certificate of Attendance and Evaluation for Work Placements, Proposta de plano de equivalências / alteração ao plano de equivalências, Letter of Acceptance for Teaching and Staff Training Exchange, Confirmation of Teaching and Staff Training Exchange, Staff Mobility for Teaching Mobility Agreement; Staff Mobility for Training Mobility Agreement, Contrato ERASMUS+ Mobilidade de Pessoal para

missões de ensino; Contrato ERASMUS+ Mobilidade de Pessoal para formação, Ficha de Aluno, Acordo de Aprendizagem, Relatório Final.EACEA EC, Documentos da Agência Nacional http://internacional.ipvc.pt/ http://help.ipvc.pt/doku.php?id=internacional_erasmus

(Accommodation, food and other services such as Sports Center, Health Office)

COURSES DEVELOPMENT AND RESTRUCTURATION (CRC)

- Process Matrix: CRC - Procedures and Work Instrutions: Eleição para a Presidência do CTC para o biénio 2016-2018, Distribuição de Serviço Docente e Contratações para o ano letivo 2015- 2016, Distribuição de Serviço Docente para o ano letivo 2015-2016, Alocação das UC’s dos CTESP às Áreas Científicas e Grupos Disciplinares do IPVC, Datas de submissão ao CTC de propostas de Criação e Restruturação de Cursos, Suspensão e Extinção de Cursos, Reestruturação de Cursos, Criação de Cursos - Printed Documents: Proposta de Criação ou Reestruturação de Cursos; Guiões da A3ES e DGES; Atas CTC-IPVC

(Analysis needs of support services)

EDUCATION (FOR)

(PGE activity and Formative Supply evaluation; DSD and CRC)

- Mapa do Processo FOR - Procedures and Work Instrutions: Procedimentos/Instruções de trabalho: Identificação de Necessidades, Elaboração de horários, Criação e Revisão de Programa de Unidade Curricular, Planeamento de Outras Atividades do Curso, Atividade Letiva, Calendarização das avaliações, Atendimento aos Estudantes, Atividades de Estágio/Ensino, Clínico/IPP/PES/Projeto/Dissertação, Avaliação do Curso. - Printed Documents: Identificação de Necessidades Físicas (salas/espaços pedagógicos, laboratórios), Mapa de Vigilâncias, Curricular Unit Program, Programa da Unidade Curricular-Português, Mapa de Assiduidade, Mapa de Assiduidade (Ensinos Clínicos, Estágios e PES), Mapa de Assiduidade Estágios CTeSP, Calendarização Avaliação Contínua, Calendarização Avaliações Finais, Mapa Distribuição Estudantes em Estágio, Ficha de Orientador Estágio, Plano de Trabalho Estágios CTeSP, Caracterização da Entidade Promotora de Estágio, Training - Evaluation Form (External Supervisor), Estágio Final - Avaliação do Orientador Externo, Relatório da Unidade Curricular, Relatório Anual de Curso, Relatório Anual de Curso (Público) Plataforma Moodle http://elearning.ipvc.pt/ ; on.ipvc.pt (atividade letiva, DSD), Manual da Plataforma da Distribuição de Serviço Docente

Connection with Scholarship disapproval and impact; Health Office by the signaling of students who, through the control of attendance / disapproval are signaled as potential abandonment.

PROJECTS MANAGEMENT (GPR)

- Process Matrix: GPR - Procedures and Work Instrutions: Procedimento para Projetos Financiados, Procedimento para Projetos não Financiados, Procedimento para Projetos de Prestação de Serviços, Procedimento geral para a realização de ações de formação especializada. - Printed Documents: Pedido de Colaboração à OTIC, Informação de Encerramento, Proposta de Operacionalização, Ideia de Projeto Financiado, Ficha de Levantamento de Competências, Proposta de Prestação de Serviços. Formulários de candidatura, Regulamento do Programa Financiador, Termo de Aceitação/Contrato/Protocolo; Pedido de Reembolso/Saldo final (Ligação a Processo FOR por uso de Procedures and Work Instrutions para Formação especializada e continua (quando aplicável)) http://portal.ipvc.pt/portal/page/portal/otic

(SAS funded projects follow the GPR Procedures and Work Instructions and OTIC support and follow-up);

HUMAN RESOURCES (RHU)

- Process Matrix: RHU - Procedures and Work Instrutions Recrutamento e avaliação do desempenho do pessoal docente, Recrutamento e avaliação de desempenho do pessoal não docente, Formação Contínua – Docentes, Remunerações, Abonos e Benefícios Sociais – Docentes, Atribuição das Ajudas de Custo e Transporte. - Printed Documents: Proposta de Abertura de Concurso para Pessoal Docente, Proposta de Contratação de Pessoal Docente, Diagnóstico de Necessidades de Formação, Relação de Necessidades de Formação, Pedido de Formação, Plano de Formação, Avaliação da Eficácia da Formação, Registo de presenças e sumários, Declaração de Presença em Formação, Identificação de Necessidades de atualização Pedagógica (Pessoal Docente), Licença para férias, Mapa de Férias, Justificação de ausência ao serviço, Participação de Retorno ao Serviço, Adesão à ADSE, Registo de recibos ADSE, Proposta de serviço de horas extraordinárias, Acolhimento e Formação no Posto de Trabalho, Formação Avançada, Ficha Biográfica, Declaração de tempo integral / Acumulação, Declaração de incompatibilidades impedimentos e escusa, Pedido de deslocação em serviço, Trabalho Normal Noturno, Boletim Itinerário, Abertura de Processo Individual. http://www.ipvc.pt/recursos-humanos ; Guia Apoio/manual Utilizador-Bolsa Recrutamento-http://help.ipvc.pt/doku.php?id=bolsa_recrutamento Manual de Acolhimento Colaboradores IPVC, Manual de Funções

https://on.ipvc.pt/http://planoestrategico.ipvc.pt/ipvc1519/http://www.ipvc.pt/planos-relatorioshttp://www.ipvc.pt/planos-relatorioshttp://internacional.ipvc.pt/http://help.ipvc.pt/doku.php?id=internacional_erasmushttp://elearning.ipvc.pt/https://on.ipvc.pt/http://portal.ipvc.pt/portal/page/portal/otichttp://www.ipvc.pt/recursos-humanos

26


2.10. (continuation) List of SGGQ Documents (https://on.ipvc.pt/)



ACADEMIC SERVICES (ACA)

- Process Matrix ACA - Procedures and Work Instrutions/Instruções Trabalho: Plano de Estudos, Candidaturas, Matrículas e Inscrições, Estatutos Especiais, Reconhecimento de Equivalências, Classificações ou Assiduidade, Bolsas de Mérito e Prémios -, Declarações, Certidões ou Certificados e Cartas de Curso, Tratamento de Dados, Reconhecimento grau académico estrangeiro, Tratamento de Pedidos de Anulação de Matrícula/Inscrição, Entrega de dissertação, trabalho de projeto ou relatório de estágio, nos cursos de Mestrado - Printed Documents: Boletim de Candidatura - Reingresso, Transferência e Mudança de Curso, Boletim de Candidatura - Concursos Especiais, Boletim de Candidatura - Curso de Especialização Tecnológica, Boletim de Candidatura - Pós-Licenciatura, Pós-Graduação e Mestrado, Provas Especialmente Adequadas Destinadas a Avaliar a Capacidade para a Frequência dos Cursos Superiores do IPVC dos Maiores de 23 Anos, Provas de Ingresso Específicas dos Titulares de CET e dos Titulares de CTeSP, Regimes de Reingresso, Regimes de Mudança de Par Instituição/Curso, Regimes de Concursos Especiais Candidatos com aproveitamento às provas para os Maiores de 23 anos, Regimes de Concursos Especiais Titulares de um Diploma de Especialização Tecnológica (CET), Regimes de Concursos Especiais Titulares de um Diploma de Técnico Superior Profissional (CTeSP), Regimes de Concursos Especiais Titulares de Cursos Médios e Superiores, Inscrição em Prova de Acesso a Candidatura CTeSP; Concursos Especiais: Detentores de CET/CTeSP; Acesso Mestrado; outros, Boletim de Matricula ou Inscrição, Requerimento para anulação de matrícula/reembolso/redução de propinas, Boletim de Inscrição em Exames, Boletim de Inscrição a Unidades Curriculares - Extracurriculares - Isoladas, Autorização de débito direto, Boletim de Inscrição Extraordinária a Unidades Curriculares, Boletim de Estatutos Especiais, Declaração de Presença em Avaliação, Boletim de dispensa de frequência às aulas, Boletim de Relevação ou Justificação de Faltas, Boletim de Correção de Pautas, Boletim de Revisão de Prova Portal de Serviços Académicos netP@; http://www.ipvc.pt/servicos-academicos

Saúde para acompanhamento de situações sinalizadas de abandono; (Connection with process: Scholarship and with Health Office for follow-up of situations of abandonment; Cooperation with new student enrollments; PIM for dissemination of social support)

LIBRARY AND ARCHIVE

LIBRARY (BIB)

(SI and Patrimony support)

- Process Matrix: BIB - Procedures and Work Instrutions: Funcionamento e Gestão, Aquisição, Tratamento Técnico Documental e Difusão da Informação, Gestão e Acesso à Documentação, Serviços de apoio ao ensino -aprendizagem e à investigação, Biblioteca Digital. - Printed Documents: Horário da Biblioteca, Library Timetable, Listagem de Documentos Extraviados, Inscrição, Application Form, Empréstimo presencial de Outros Documentos, Empréstimo Interescolas e Interbibliotecas, Interlibrary Loan Service, Listagem de Processos Interescolas e Interbibliotecas, Reserva de documentos –Documents Reservation, Livros de consulta permanente, Receitas, Declaração de direitos de autor, Copyright Notice.

- Regulamentos das Bibliotecas http://www.ipvc.pt/bibliotecas http://help.ipvc.pt/doku.php?id=b-on

DISPATCHES AND ARCHIVE (EAR)

- Process Matrix: ARQ; - Instruções de Trabalho: Expediente - Printed Documents: Protocolo, Bloco de Notas, Registo de Consulta, "Circular Despacho/Parecer, Informação", Registo dos CTT, Listagem das entradas/saídas, Ficha de Arquivo, Folha de Recolha de Dados. - Manual de Boas Práticas do Atendimento; Manual de Utilização Aastra 6731i

LABORATORIES (LAB)

- Process Matrix: LAB - Procedures and Work Instrutions: Gestão do Espaço, Gestão de Tarefas, Gestão de Equipamento, Gestão de Recursos Consumíveis, Execução da Atividade. - Printed Documents: Pedido de Laboratório, Distribuição das Tarefas, Utilização do equipamento, Utilização de Equipamento – Exceções, Pedido de Utilização de Equipamento e/ou Material (Não Consumíveis), Quebras ou danos de Material, Movimentos de Armazém, Pedido de Cedência de Consumíveis, Declaração de Responsabilidade dos Utilizadores, Questionário de Satisfação dos Utilizadores, Modelo de Protocolo Laboratorial. - Manual de Boas Práticas, Regulamento dos Laboratórios, Regulamento de Utilização dos Laboratórios.

SUB-CONTRACTORS AND INFRASTRUCTURES MANAGEMENT (GEI)

- Process Matrix: GEI e Anexo I (tabelas de requisitos técnicos) - Instruções de trabalho: Utilização de viaturas, utilização de impressos, realização de vistorias, comunicação de anomalia, - Printed Documents Anomalia / Necessidade / Melhoria, Pedido de utilização de viatura, Modelo 676 da Imprensa Nacional da Casa da Moeda, Participação de acidente de viação, Boletim do veículo, Estimativa orçamental, Folha de Obra do MnWinWin, Auto de vistoria, Registo de verificações internas, Mapa de quantidades, Consignação de obras, Mapa de trabalhos a mais e a menos e supressão de erros e omissões, Auto de medição, Conta corrente, Comunicação Prévia de Abertura do Estaleiro, Conta Final da Empreitada, Boletim de Aprovação de Materiais, Controlo de Subempreiteiros, Plano de Prevenção e gestão de resíduos da Const e Demol, Plano de atividades. Manual de Boas Práticas na utilização de veículos, Regulamento de gestão e uso de veículos.

ENVIRONMENT, HYGIENE AND SAFETY (AHS)

- Process Matrix: AHS - Procedures and Work Instrutions: Área de Intervenção, Práticas Ambientais, Plano de Segurança Interno, Segurança e vigilância das instalações, Limpeza e Higienização de Instalações e Equipamentos. - Printed Documents: Registo de requisição de chaves, Registo de perdidos e achados, Relatório de ocorrências, Central de segurança/SAS Relatório de vigilancia, Limpeza e Higienização de Instalações e Equipamentos - Mapa de Registo Diário, Limpeza e Higienização de Instalações e Equipamentos Desinfecções – Relatório de Serviço. - Regulamentos e Manuais: Plano de Segurança Interno; Manual de Limpeza e Higienização das Instalações e Equipamentos; Manual de Segurança e Vigilância; Guia de boas práticas ambientais

https://on.ipvc.pt/https://academicos.ipvc.pt/netpa/pagehttp://www.ipvc.pt/servicos-academicoshttp://www.ipvc.pt/bibliotecashttp://help.ipvc.pt/doku.php?id=b-onhttp://www.ipvc.pt/sites/default/files/guia_boas_praticas_ambientais_brochura.pdf

27



PROCESS SubProcess RELATED DOCUMENTS

SC UO SAS

SOCIAL SERVICES (SAS)

FOOD (ALI)

Connection with GEI and AHS, GMS- Satisfaction of service users ALI-SAS with event forwarding

- Process Matrix: ALI - Procedures and Work Instrutions: Rastreabilidade, Verificação interna de equipamentos de medição, Proposta de novo prato, Divulgação de Ementas e Venda de produtos e refeições, Definição de Ementa e Requisição de Bens - Printed Documents: Ementa, Higienização de Equipamentos, Superfícies e Utensílios, Temperatura de Equipamentos, Temperatura e estado de degradação dos óleos de fritura Inventário, Temperatura de Alimentos Confecionados, Colheita de Amostra-Testemunho Saída de Produtos Acabados, Ficha Técnica de Produto, Plano Anual de Análises a Águas, Alimentos, Superfícies e Equipamentos, Mapa de Controlo de Equipamentos, Plano de Manutenção de Equipamentos, Ficha de Produção, Desinfeção de Frutas e Legumes, Sugestão, Requisição de Serviços de Catering - Tabelas de Capitação; Manual de Boas Práticas - Alimentação; Tableau de bord; Manual HACCP – Cantinas; Manual HACCP – Bares, Manual Utilização Balcão SIVE http://portal.ipvc.pt/portal/page/portal/sas/alimentacao

ACCOMMODATION (ALO)

Connection with ACA and BOL, AHS

- Process Matrix: ALO - Procedures and Work Instrutions: Candidatura a Alojamento, Controlo dos Quartos Limpeza e Arrumação dos Quartos, Transporte de Roupa, Cobrança de Alojamento - Printed Documents: Candidatura a Alojamento, Resultados das Colocações, Termo de Responsabilidade, Mapa de Limpezas de Zonas Comuns, Mapa de Controlo de Roupa, Requerimento Geral Alojamento, Mapa Semanal de Ocupação, Limpeza e Higienização de Instalações Sanitárias, Mapa Monitorização Cobrança do Alojamento, Requisição Interna de Serviços de Lavandaria - Regulamento Interno das Residências; Preçário – Residências; Tableau de bord; Mapa de Quartos, Alunos e Terceiros Dormitos; Recibos Dormitos; Lista de resultados da candidatura a bolsa de estudo; Aviso. http://portal.ipvc.pt/portal/page/portal/sas/sas_residencias

SCHOLARSHIPS (BOL)

Connection with ACA and FOR (School success and attendance control)

- Process Matrix: BOL - Procedures and Work Instrutions: Pagamento, Seleção, Divulgação da Oferta de Oportunidades de Experiências, Ações de Fiscalização, Realização de Entrevistas, Análise dos Processos de Bolsas de Estudo - Printed Documents: Registo de Entrevista, Registo de Visita Domiciliária, Relatório, Oferta de Oportunidades de Experiências para Alunos, Registo de Entrevista, Acompanhamento Mensal da Experiência Obtida pelo Aluno, Mapa de pagamentos, Candidatura a Bolsa Registo de Formação, Certificado de Experiência - Regulamento de Atribuição de Bolsas de Estudo a Estudantes do Ensino Superior Publico; Mapa de Resultados da Candidatura a Bolsa de Estudo; Regras Técnicas para Atribuição de Bolsas de Estudo; Listas de Resultados de Candidatura a Bolsa; Lista de Assinaturas on-line; Lista de Pagamentos on-line; Lista de Documentos entregues http://portal.ipvc.pt/portal/page/portal/sas/sas_bolsas_estudo e http://on.sas.ipvc.pt/

CULTURE (CUL)

Connection with FOR and PIM

- Process Matrix: CUL - Printed Documents: Plano de Ações/Acompanhamento, Balanced Scorecard, Ficha de

Controlo - Manual de funcionamento da Oficina Cultural http://portal.ipvc.pt/portal/page/portal/sas/oficina_cultural

SPORTS (DES)

Connection with AHS (Security equipment; Users condition of Health)

- Process Matrix: DES - Procedures and Work Instrutions: Plano Anual, Procedimento de divulgação dos serviços prestados, Procedimento Inscrições e pré-Inscrições, Procedimento de acompanhamento e execução de atividades, Procedimento de verificação de equipamentos desportivos. - Printed Documents: Plano anual de Atividades, Ficha de inscrição em atividades, Ficha de pré-inscrição no centro de fitness, Plano de treino do centro de fitness, Mapa mensal centro de fitness, Plano de Verificação de Equipamentos, Relatório de Verificação Preventiva de Equipamentos Desportivos, Livro de Manutenção de Equipamentos Desportivos, Declaração de inexistência de contraindicações. Manual de Operações Centro de Fitness, Regulamento do Centro Desportivo, Regulamento de Funcionamento de Campo de Jogos ESTG-IPVC; Regulamento de Funcionamento do centro de fitness do CDIPVC. http://portal.ipvc.pt/portal/page/portal/cd

HEALTH (SAU)

Connection with AHS, ACA and FOR (Potential abandonment), GAPSI ESE and ESS

- Process Matrix: SAU - Procedures and Work Instrutions: Pedido de Consulta, Ficha de Inscrição, Registo Caixa Primeiros Socorros. - Printed Documents: Pedido de Consulta, Ficha de Inscrição, Declaração de Presença, Ficha de Utente – Enfermagem, Ficha de Utente – Psicologia, Mapa de Registos, Registo Caixa Primeiros Socorros, Mapa de Consultas. http://portal.ipvc.pt/portal/page/portal/sas/gabinetesaude

ACADEMIC BUS (BUS)

Connection with GEF (req. 8.4 ISO 9001)

- Process Matrix: BUS - Procedures and Work Instrutions: Procedimento de pagamento. - Printed Documents: Ficha de inscrição, Declaração provisória, Plano de Atividades do BUS (BSC), Mapa de Pagamento. http://portal.ipvc.pt/portal/page/portal/sas/bus_academico

EMPLOYMENT (EMP)

Connection with FOR (RAC; ACEF) and GCI

- Process Matrix: EMP - Procedures and Work Instrutions: Validação de empresas no Portal, Gestão de pedidos de estágios / oferta de emprego por empresas, Gestão de registos de alunos no portal, Gestão do e-mail do emprego, Pagamento de Estágios. - Printed Documents: Mapa de Registos, Relação de Bolsas a Pagar. Gabinete de Emprego: http://portal.ipvc.pt/portal/page/portal/sas/gabinete_emprego Portal Emprego IPVC (http://emprego.ipvc.pt/ )

https://on.ipvc.pt/http://portal.ipvc.pt/portal/page/portal/sas/alimentacaohttp://portal.ipvc.pt/portal/page/portal/sas/sas_residenciashttp://portal.ipvc.pt/portal/page/portal/sas/sas_bolsas_estudohttp://on.sas.ipvc.pt/http://portal.ipvc.pt/portal/page/portal/sas/oficina_culturalhttp://portal.ipvc.pt/portal/page/portal/cdhttp://portal.ipvc.pt/portal/page/portal/sas/gabinetesaudehttp://portal.ipvc.pt/portal/page/portal/sas/bus_academicohttp://portal.ipvc.pt/portal/page/portal/sas/gabinete_empregohttp://emprego.ipvc.pt/

28





ECONOMIC-FINANCIAL MANAGEMENT

SUPPLY (APR)

- Process Matrix APR - Procedures and Work Instrutions: Procedimento aquisitivo, Receção, Avaliação de Fornecedores, Avaliação dos prestadores de serviços letivos, Controlo Interno do Processo Aquisitivo, Procedimento aquisitivo - Serviços de Ação Social. - Printed Documents: Pedido de satisfação de necessidade, Proposta para abertura de procedimento, Relatório Preliminar ou Final, Proposta para Contratação, Requisição Interna, Incumprimentos / Anomalias, Entregas parciais, Avaliação de Fornecedores, Lista de Fornecedores Avaliados, Proposta de constituição do Júri, Programa de Procedimento, Caderno de Encargos, Proposta de constituição do técnico responsável pelo procedimento, Avaliação dos prestadores de serviços letivos, Controlo Interno do Processo Aquisitivo, Pedido de satisfação de necessidade, Relatório Preliminar ou Final, Requisição Interna, Incumprimentos / Anomalias, Avaliação de Fornecedores, Lista de Fornecedores Avaliados, Proposta de constituição do Júri, Programa de Procedimento, Caderno de Encargos. - Manual de Utilização de Pedido de Necessidades na plataforma, Manual de Procedures and Work Instrutions dos serviços administrativos e financeiros

ACCOUNTING AND CASH MANAGEMENT (CTE)

- Process Matrix CTE; - Procedures and Work Instrutions: Controlo de Fundo de Maneio, Ficha de fornecedor. - Printed Documents: Controlo de Fundo de Maneio, Talão de Saída de Fundo de Maneio, Ficha de fornecedor. - Printed Documents não codificados do Software “Esig-Educ”, POC-Educação; Circulares da DGO, Lei do orçamento, Decreto-Lei de execução orçamental Manual de Procedures and Work Instrutions dos serviços administrativos e financeiros

PATRIMONY (PAT)

- Process Matrix PAT; - Printed Documents: Auto de abate, Auto de transferência, Documento comprovativo do transporte de bens pertencentes ao ativo imobilizado, Documento comprovativo do transporte de bens pertencentes ao ativo imobilizado – SAS, Verificação física de bens registados no património - Etiquetas; Ficha de identificação do bem; Folha de carga; Mapa síntese dos bens inventariados; Ficha de amortizações dos bens inventariados, Manual de Procedures and Work Instrutions dos serviços administrativos e financeiros, CIBE - Portaria n.º 671/2000 (2ª série), de 17 de Abril.

INFORMATION SYSTEM MANAGEMENT (GSI)

- Process Matrix: GSI; - Procedures and Work Instrutions: Gestão dos Sistemas de Informação - Procedimento Geral, Definição o Plano de Atividades para as TI, Definição da Política de Cópias de Segurança, Definição da Politica de Segurança e Proteção de Dados, Aquisição de componentes para a infraestrutura tecnológica, Instalação, reinstalação e configuração de componentes na infraestrutura tecnológica, Manutenção dos componentes da infraestrutura tecnológica, Serviço de Apoio a Utilizadores, Serviço de Apoio aos Serviços e Infraestrutura Tecnológica, Monitorização da Execução do Plano de Atividades, Monitorização da Execução da Política de Backups, Monitorização da Política de Segurança e Proteção de Dados, Escalonamento de Atividades de Monitorização dos componentes da infraestrutura tecnológica. - Printed Documents: Solicitação aos Serviços de Informática, Registo de Atividades Autónomas dos Serviços de Informática, Registo de Cópias de Segurança, Registo de Acessos à Sala de Servidores, Registo de entrega de Documento com Configurações e Credenciais dos Componentes dos SI do IPVC, Identificação, Caracterização dos SI e TI e Escalonamento dos Backups da Infraestrutura tecnológica.

Manuais: Isaca Cobit 4.0 http://help.ipvc.pt/doku.php; https://on.ipvc.pt

DOCUMENTAL MANAGEMENT (GDO) - Process Matrix GDO - Procedures and Work Instrutions: Gestão documental – Anexos. - Printed Documents: Anexos I e III

PROMOTION AND IMAGE (PIM) - Process Matrix – PIM http://multimedia.ipvc.pt/ https://on.ipvc.pt

OBSERVATORY (OBS)

- Process Matrix – OBS - Procedures and Work Instrutions; Procedimento de Elaboração, Tratamento e Avaliação de Inquéritos, Procedimento Prospeção de Mercado, Recolha de Informação para Relatório Anual de Atividades de IPVC, Recolha de Informação para Plano Anual de Atividades de IPVC. - Printed Documents: Plano de Atividades Observatório, Inquérito a Gabinetes Orientação Profissional / Psicólogos Escolas, Inquérito a Diplomados, Inquérito a Entidades Externas, Survey (External Entities), Questionário Matrículas, Survey Mobility Incoming, Inquérito a Mobilidade Outgoing.

SYSTEM MANAGEMENT AND IMPROVEMENT (GMS)

- Process Matrix GMS; - Procedures and Work Instrutions: Ações Corretivas e Preventivas, Avaliação da Satisfação, Auditorias Internas, Revisão do Sistema. - Printed Documents: Programa da Qualidade, Ficha de Ocorrência, Plano de Melhorias (anexado à Matriz dos processos), Avaliação da Satisfação do Colaborador, Avaliação da Satisfação - Bolsas de Estudo, Avaliação da Satisfação – Alojamento, Survey – Accomodation, Avaliação da Satisfação – Cantinas, Avaliação da Satisfação

– Bares, Avaliação da Satisfação dos Utilizadores da Biblioteca, Avaliação da Satisfação da Qualidade de Ensino, Avaliação da Satisfação dos Utilizadores de Serviços IPVC, Avaliação da Satisfação-BUS Académico Avaliação da Satisfação-Evento/Iniciativa, Avaliação da Satisfação - "Estudantes Auditores", Avaliação da Satisfação-Bolsa de Apoio Social, Avaliação da Satisfação-Centro Desportivo, Avaliação da Satisfação-Gabinete de Saúde, Programa de Auditorias, Plano de Auditoria, Relatório de Auditoria, Balanço da Qualidade Relatório Anual de Processo, Objetivos da Qualidade, Mapa Geral de Indicadores, Ficha de Recolha de Indicadores, Ata de Reunião, Mapa Gestores de Processo. - Manual da Qualidade

NOTE: The Process Map document includes Process Matrix, Description, Control Records, Map Indicators, Document List and Improvement Plan.

https://on.ipvc.pt/http://help.ipvc.pt/doku.phphttps://on.ipvc.pt/http://multimedia.ipvc.pt/https://on.ipvc.pt/

29


2.11. Relationship between SGGQ-IPVC Processes and SC Presidency, UO and UF

PROCESS/SUBPROCESS SC SAS ESA ESE ESCE ESDL ESS ESTG

ST

RA

TE

GIC

MA

NA

GE

ME

NT

PR

OC

ES

SE

S PLANNING AND STRATEGIC MANAGEMENT (PGE)

X X X X X X X X

INTERNATIONAL COOPERATION (CIN) X X X X X X X X

COURSES DEVELOPMENT AND RESTRUCTURATION (CRC)

X X X X X X X X

VA

LU

E C

HA

IN

PR

OC

ES

SE

S

EDUCATION (FOR)

X X X X X X X

PROJECTS MANAGEMENT (GPR) X

(OTIC)

X X X X X X X

Su

pp

ort

Pro

ce

sse

s

ACADEMIC SERVICES (ACA) X X X X X X X X

SOCIAL SERVICES

FOOD (ALI) X X X X X X X X

ACCOMMODATION (ALO) X X X X

SCHOLARSHIPS (BOL) X X

CULTURE (CUL) X X X X X X X X

SPORTS (DES) X X X X X X X X

HEALTH (SAU) X X X X X X X X

EMPLOYMENT (EMP) X X X X X X X X

ACADEMIC BUS (BUS) X X X X X X X X

LABORATORIES (LAB) X X

ENVIRONMENT, HYGIENE AND SAFETY (AHS) X X X X X X X X

SUB-CONTRACTORS AND INFRASTRUCTURES MANAGEMENT (GEI)

X X X X X X X X

DOCUMENTAL MANAGEMENT (GDO) X X X X X X X X

INFORMATION SYSTEM MANAGEMENT (GSI)

PLANNING AND ORGANIZATION OF INFORMATION SYSTEMS

X X X X X X X X

ACQUISITION AND IMPLEMENTATION OF INFORMATION SYSTEMS

X X X X X X X X

AVAILABILITY AND SUPPORT OF INFORMATION SYSTEMS

X X X X X X X X

MONITORING AND EVALUATION OF INFORMATION SYSTEMS

X X X X X X X X

ECONOMIC-FINANCIAL MANAGEMENT

SUPPLY (APR) X X X X X X X X

ACCOUNTING AND CASH MANAGEMENT (CTE)

X X X X X X X X

PATRIMONY (PAT) X X X X X X X X

PROMOTION AND IMAGE (PIM) X X X X X X X X

HUMAN RESOURCES (RHU) TEACHERS (D); STAFF (ND)

X X X X X X X X

LIBRARY AND ARCHIVE

LIBRARY (BIB) X X X X X X X

DISPATCHES AND ARCHIVE (EAR) X X X X X X X X

MEASUREMENT, ANALYSIS, EVALUATION AND IMPROVEMENT PROCESSES

OBSERVATORY (OBS) X X X X X X X X

SYSTEM MANAGEMENT AND IMPROVEMENT (GMS)

X X X X X X X X

30


2.12. Relationship between Processes and Bodies, Services and IPVC Offices

PROCESS/SUBPROCESS

CG GT CTC Cg AC/ GD

CP CC SAS SAC SAF DRH SI ST SEA GAQ GMCI GCI OTIC CI/UI

Om

bu

s

man

FA/AE

ST

RA

TE

GIC

MA

NA

GE

ME

NT

PR

OC

ES

SE

S

PGE

CIN

CRC

VA

LU

E

CH

AIN

PR

OC

ES

SE

S

FOR

GPR (IDI E PS)

Su

pp

ort

Pro

ce

sse

s

ACA

ASO

(ALI)

(ALO)

(BOL)

(CUL)

(DES)

(SAU)

(EMP)

(BUS)

AHS

GDO

GEI

GSI

POSI

AISI

DSSI

MASI

GEF (APR)

(CTE)

(PAT)

PIM

RHU

BAR (BIB)

(EAR)

MEASUREMENT, ANALYSIS,

EVALUATION AND

IMPROVEMENT PROCESSES

GMS

OBS

Responsible for the activity

Involved in the activity

31


APPENDICES:

APPENDIX I: INDICATORS MAP

APPENDIX II: SURVEY MAP

APPENDIX III: REFERENCES SGGQ-IPVC (BASED ON A3ES AND ESG)

32


Appendix I: Indicators Map

PROCESS INDICATOR CALCULATION FORMULA GOAL MONITORING

ACA

Issuance of certificates / Diplomas for curricular units completion

Date of request / issue date (by sampling) 5 week days Annual

Provide Syllabus Order date / date available 8 week days Annual Individual cases analysis rate, within the framework of the GRCIC plan

By sampling to verify the conformity of the individual files / documents issued, by course

100% Annual

AHS

No. Simulacra No. simulacra performed per year by UO 1 per year, per UO Annual

No. Process Complaints No. Complaints per month 4 per UO Annual

Monitoring of consumption (water, electricity and gas) Number of monitoring / number of contracts 100% Annual

First aid Number of actions taken 1 per year, per UO, UF,

SC Annual

Fire fighting Number of actions taken 1 per year, per UO, UF,

SC Annual

CIN

Number of International Mobility Partnerships No. of effective protocols / number of active protocols 30% Academic Year

Student mobility Outgoing No. Grants awarded / No. Grants awarded >1

Academic Year No. Internships Grants Assigned / No. Grants awarded >1

Student mobility Incoming No. Students received (IN) in the current year / Nº. Students received (IN) in the previous year

>1

Teachers/Staff outgoing (STA / STT grants executed) / (assigned STA / STT grants) >1

Academic Year Teachers/Staff incoming

(Number of teachers / non-teachers received in the current year) / (number of teachers / non-teachers received (IN) two years ago)

>1

Erasmus Survey % Of positive responses to quality of service provided by GMCI 50% Academic Year

Internacional website No. Visits to the portal during the current year / Nº. Visits to the portal last year

>1 Academic Year

No. of promoted actions 1 Academic Year

Mobility number training / internships / research 160 Academic Year

International students or mobility incoming 130 Academic Year Percentage of foreign students' satisfaction with the IPVC portal information

30% Academic Year

Number of courses in partnership 1 Academic Year

No. Created Units Academic Year

No. of internships / project development 1 Academic Year

No. of volunteer programs 1 Academic Year

GEF-CTE Compliance with accounting periods Released after the deadline 0 Semester

Available Funds As defined in the Law Commitments and Late Payments >0 Monthly

33


Average payment term to suppliers (Debt to suppliers of goods and services acquisition and acquisition of capital goods in the quarter / 4 / Acquisition of goods and services and acquisition of capital goods in the quarter) * 365 days

< 60 days Quarterly

GEF-APR

Average time for carrying out procedures with a value over 5,000 euros

Date of authorization of the procedure - Launch date on the public procurement platform

< 10 days Semester

Default rate Total Demerits / Total deliveries or contract months < 5% Semester

Suppliers Classification Supplier final evaluation value Target (50% of

suppliers with a value> 90 points)

Semester

Stock Break No. of breaks < 5 Semester

GEF-PAT

Number of inventories that exist physically and not registered in the accounting

(No. of goods not registered / No. of physically existing inventories) * 100

< 10%

Internal audits to be carried out by SAF-Patrimony / BU. 1st

semester: 2 UO and 2nd semester: 4 OU.

Number of inventories registered and not physically present in the location under analysis

(No. of goods not physically present in the location under analysis / Number of inventories recorded in the accounts) * 100

< 10%

Internal audits to be carried out by SAF-Patrimony / BU. 1st

semester: 2 UO and 2nd semester: 4

OU.semester: 4 UO.

GEI

Maintenance Cost Preventive Maintenance / Total Cost of Maintenance 50% Annual % Of implementation of anomaly sheets / Need / Improvement

(NFF)/(NFA)x100 70% Annual

% Of for improvement actions proposals N. proposed actions / N envisaged actions 30% Annual

Rate of non-classroom spaces execution N. hours of use / number of possible hours of use 30% Annual

GPR

Physical Execution Rate Activities carried out / Planned activities (schedule) 80%

For Projects whose period of realization is:

- equal to or greater than one year, to be calculated

every six months; - less than one year,

calculate in the middle of the project

Financial implementation rate Budget Executed / Budget Predicted 80%

For Projects whose period of realization is:

- equal to or greater than one year, to be calculated

every six months; - less than one year,

calculate in the middle of the project

34


Global Financial Execution Rate Total budget executed / Total budget envisaged 80% Whenever requested

Satisfaction Rate (Number of respondents satisfied + number of respondents very satisfied) / total number of respondents

75% Annual

Sales Volume of Services Sum of amounts received for all OTIC-controlled services 250.000€ Annual Number of projects in which participates as a service provider

Count of all service instalments in progress in the year in question 18 Annual

Number of projects in which participates as a service provider

Count of all new services in the year in question 12 Annual

Revenue obtained Sum of amounts received for projects financed 350.000€ Annual

No. of projects funded Count of all projects in the year in question 12 Annual

No. of projects funded Count of all new projects in the year in question 5 Annual

No. of Spin-off Count of all spin-off 2 Annual

No. of Patents Count of all patents 1 Annual

No. of Trademarks Count Trademarks 0 Annual No. Technology Parks and Incubators that integrates IPVC

Number of Technology Parks and Incubators 2 Annual

No. of Long-Life Training Courses Count of Long-Life Training Courses 20 Annual

Regulation Approved Publication 1 Annual

Number of Curriculum Cards No. FC / Nº Teachers 100% Annual

No. of Plans Plan count 1

% Of projects under priority development axes Number of projects included in the priority development axes / total number of projects

10% Annual

Number of projects transversal to several scientific areas No. of transversal projects to AC / nº of projects total 20% Annual

% Of Projects with Scientific Technical Production % Of projects and / or provision of services with technical-scientific production / No. of projects and total STP

10% Annual

% Of uploaded content % Of uploaded content /% of total content 30% Annual Average number of projects in partnership and co-authoring communications with members of other institutions

(3A+B)/4 40% Annual

Percentage of shares held (of total planned shares) 20% Annual

Degree of satisfaction of the participants in the actions 2,5 Annual

Number of publications 200 Annual

Number of presentations at technical-scientific events 200 Annual % of teachers participating in ID & I and transfer with at least one publication or participation in a funded project or active participation in congress / seminar

50% Annual

Platform loaded with human and material skills (GD) and project management

30% Annual

35


number of "anchor projects" with ID & I activities 15% Annual

number of mentors 2 Annual - number of applications submitted - number of national partners - number of international partners

- 12 - 29 - 14

Annual

2.Catalog completed 3. Built-in Catalog

2. 100% Annual

number of research projects carried out with international partners

5 Annual

GSI

Occurrence of computer anomalies due to service interruption with medium or high priority

Average resolution time of occurrences of computer anomalies with service break classification and medium or high priority

< 4 / hour Quarterly

Occurrence of computer anomalies due to service interruption with low priority

Average resolution time of occurrences of computer anomalies with service break classification and low priority

< 48 / hours Quarterly

Rate of requests executed within the time requested for the execution of the request.

(Number of requests within the time / Total number of requests) * 100 - For this calculation only the requests to the computer services of the type Execution of Tasks

>=80% Semester

Rate of requests resolved (Total closed requests / total requests created) * 100 >=95% Semester

Success rate of backups performed automatically (Total of successful backups / total backups performed) * 100 >=95% Quarterly

Rate of requests due to inadequate user training (Total requests for lack of training / total number of requests created) * 100

36


Rate of Response to the Survey of External Entities % Increase compared to the previous participation result ≥ 100 Annual

Employee Survey Response Rate per unit unit (Number of validated surveys / Total number of employees) * 100 50% Annual

Rate of Response to Graduated Surveys by Course (Number of validated / total graduates completed in 2014) * 100 50% Annual

Mobility Survey Response Rate - Incoming (Number of validated surveys / Total number of participants in incoming mobility) * 100

50% Semester

Response rate to the Survey Mobility – Outgoing (Number of validated surveys / Total number of participants in outgoing mobility) * 100

50% Semester

Survey Response Rate for Offices Vocational Guidance and School Psychologists

(Number of replies / Number of visits) * 100 >80% Annual

Rate of Response to Surveys to Students Placed in the IPVC at the time of enrollment 1st year 1st time (1st and 2nd phases) CNA

(Number of completed / completed IPVC surveys 1st year 1st time (1st and 2nd phases) * 100

100% Annual

Trendence Graduate Barometer Survey Response Rate (Number of validated surveys / Total number of students) * 100 ≥ 15% Annual Response Rate to Library Users Satisfaction Evaluation Surveys

(Number of validated surveys / Total number of students) * 100 20% Annual

uMultirank Ranking In the top 10 places at

national level and among the 3 IP

Annual

Degree of suitability of the training offer (development agents)

60% positive answers Annual

Published procedure Annual Portfolio made available 120 Annual

RHU

Average number of hours of training per employee Number of training hours / Total number of employees 6 Annual

Coverage rate for the implementation of the training plan Number of training plan actions carried out / Total number of actions planned in the training plan

50% Annual

Effectiveness rate of training actions already evaluated (Number of actions already evaluated as Effective / Total number of training actions already evaluated) x 100

30% Annual

Absenteeism Rate (Number of hours of absences / total number of working hours) x 100 10% Annual

Average satisfaction level of HR service users Average of all answers to the question "Overall evaluation of the service provided"

3-3,5 Annual

Participation rate of teachers in the diagnosis of needs Annual Number of teachers with published curriculum (validation by CTC)

50% Annual

No. of teachers with works in the repository 100% Annual

% of teachers with links to research centers / units. 45% Annual

Participation in the program 500 Annual

No. of partners adhering to the program 35 Annual

No. of foreign researchers 30 Annual

37


PD Approved Plan 100%

Plan realization rate 40% Annual Degree of Satisfaction 3,7 Annual PND approved plan 100% Annual Plan realization rate 40% Annual Degree of Satisfaction 3,7 Annual % of employees covered by the program measures 20% Annual Degree of Satisfaction 2,5 Annual Manual implemented and revised procedure 100% Annual Satisfaction rate of new contractors 2,5 Annual Number of hours training area attendance / year 35h Annual

GMS

Employee Satisfaction Assessment Questionnaire Weighted average satisfaction index 3,5 Anual (academic)

Evaluation satisfaction students-quality teac