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QUALITY MANUAL 17th edition ● 2018.09.14
QUALITY MANUAL APPROVED BY:
Name e signature Date
Authorship
Assessment and Quality Department
2018 / 09 / 14
(Ana Sofia de Sá Gil Rodrigues)
Approval
President of IPVC
2018 / 09 / 14
(Rui Alberto Martins Teixeira)
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MANUAL 17th edition ● 2018.09.14
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 ............................................................................................................................................ 5
1.6. Organizational Chart ...................................................................................................................... 8
1.7. IPVC Scientific Areas and Research Units .................................................................................... 9
1.8. Strategic Plan .............................................................................................................................. 10
1.9. Mission ......................................................................................................................................... 10
1.10. Vision ........................................................................................................................................... 11
1.11. Values .......................................................................................................................................... 11
1.12. IPVC Quality Policy ...................................................................................................................... 12
1.13. Quality Assurance Objectives ...................................................................................................... 12
2. MANAGEMENT AND QUALITY ASSURANCE SYSTEM (SGGQ-IPVC) ............................................. 13
2.1. Context ......................................................................................................................................... 13
2.2. Exclusions .................................................................................................................................... 13
2.3. Context of the organization and its stakeholders......................................................................... 13
2.4. Process Approach ....................................................................................................................... 14
2.5. Interaction of A3ES Benchmarks with Strategic Axes IPVC and Processes of SGGQ-IPVC ..... 15
2.6. Planning, Operationalization, Evaluation and Improvement ........................................................ 16
2.7. Quality Assurance Operational Framework ................................................................................. 18
2.8. Organizational Chart of IPVC’s Management and Quality Assurance System ........................... 22
2.9. Documental Structure .................................................................................................................. 23
2.10. List of SGGQ Documents (https://on.ipvc.pt/) ............................................................................. 24
2.11. Relationship between SGGQ-IPVC Processes and SC Presidency, UO, UI and UF ................. 28
2.12. Relationship between Processes and Bodies, Services and IPVC Offices ................................. 29
Appendix I: Indicators Map ....................................................................................................................... 31
Appendix II: Survey Map ........................................................................................................................... 41
Appendix III: SGGQ-IPVC References (based in A3ES and ESG) ........................................................ 45
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MANUAL 17th edition ● 2018.09.14
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 several processes; update concerning the
A3ES documentation
15 2017.03.31 Modification of the documentation related to several 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.
17 2018.09.14
Context, A3ES manuals, inclusion of IPVC1519 and UI Axes; documentation of several
SGGQ-IPVC processes; 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 elaborated by the Assessment and Quality Department (GAQ) and approved by the
Presidency.
The QM is reviewed whenever any change making it inappropriate occurs, framed in regulations 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). In the heading the
edition number and the elaboration date are indicated.
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.
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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, 2015);
o SIGQ referentials (2016 october) Guidelines for the Self-Assessment of Internal Systems of
Quality Guarantee (2013) and the Handbook for Audit Process (V1.2, 2016 October) of (ACEF), of
A3ES;
o Institutional Assessment Process (Jan.2017) of A3ES;
o Guidelines for Self- Assessment of Study Cycles functioning (ACEF), of A3ES;
o Guidelines for Special Request for Accreditation prior to New Study Cycles (PAPNCE), of A3ES;
o Guidelines for Special Request for Accreditation Renewal of Non-Aligned Study Cycles (PERA), of
A3ES;
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.
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.
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The referred Organic Units are:
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.
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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.
The IPVC is organized on a campus with schools and support infrastructures in several municipalities
in the district of Viana do Castelo, with a policy of sustainable management of the entire campus.
The initiatives and good practices applied to IPVC Sustainable Campus can be consulted at
http://www.ipvc.pt/ipvc-campus-sustentavel.
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1.6. Organizational Chart
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.
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
-Te
ch
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
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1.7. IPVC Scientific Areas and Research Units
Scientific Areas
The IPVC is organized in 8 Scientific Areas (which are subdivided into several disciplinary groups), cross the 6 UO’s.
Research Units (RU)
The IPVC has its own RU and integrates some more together or with IPVC associated nucleus.
IPVC RU:
ARC4DigiT - Investigation Center applied for Digital Transformation
CISAS - Investigation and Development Center in Agri-food Systems and Sustainability
PROMETHEUS - Materials, Energy and Environment for Sustainability Investigation Units
RU to which IPVC is associated:
CIMO - Mountain Research Center (coordinated by Bragança IP and with one IPVC link).
UNIAG - Unit of Research applied in Management (consortium among four polytechnic institutes - Bragança IP, Cávado and Ave IP, IP Porto and Viana do Castelo IP)
UICISA; E - Unit of Research in Health Sciences; Nursing School (hosted by the Nursing School of Coimbra (ESEnfC), integrates researchers from several HEIs, including the ESS-IPVC)
CIDESD - Research Center in Sports Sciences, Health Sciences and Human Development (consortium of eight institutions, including IPVC)
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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)posted on an exclusive website,
http://planoestrategico.ipvc.pt/, in order to allow its global dissemination to the community.
The Strategic Plan 2015-2019 (IPVC1519), approved at the General Council (CG) on October 14th 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.
The Strategic Plan IPVC is structured in 5 Strategic Axes:
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.
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VALUES
EQUITY
JUSTICE
FREEDOM
LOYALTY
RESPECT
SOLIDARITY
CIVILITY
ETHICS
HONESTY
QUALITY
TEAM WORK
TRANSPARENCY
ORGANIZATION AND
FUNCTIONING
BEHAVIOR
RELATIONS LAW
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.
1.11. Values
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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,
goals 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 Risks & Opportunities Matrix
(R&O), reviewed at least annually, with actions, goals, managers and implementation deadlines.
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2. MANAGEMENT AND QUALITY ASSURANCE SYSTEM (SGGQ-IPVC)
2.1. Context
Higher Education in the Scientific Areas taught in concerted action in the Schools:
o School of Education, o Agrarian School, o School of Technology and Management, o School of Health, o School of Business Sciences, o School of Sports and Leisure.
Social Services (Accommodation, Food, Scholarships). Other Social Support (Culture, Sports, Health, Academic BUS, Employment Promotion).
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 relevant
Stakeholders, including students and alumni, suppliers and partners (training, RDI, diverse cultural,
artistic and sports activities) and the IPVC staff, who jointly constitute the IPVC COMMUNITY. Other
relevant stakeholders are the guardianship, regulators, trade unions, customers of services.
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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 2.5 e 2.6), processes aligned with the A3ES referentials and with the
requirements of ISO 9001: 2015.
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.
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2.5. Interaction of A3ES Benchmarks with Strategic Axes IPVC and Processes of SGGQ-IPVC
Map A3ES Referential and Relation with Strategic Axes and IPVC Processes Map SGGQ-IPVC processes and relationship with A3ES and ISO 9001 References 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
Eixos de Plano Estratégico IPVC 1519 Referencial 1 A3ES e Processos de Gestão Estratégica Referenciais 2 a 8 A3ES e Processos Nucleares da Missão IPVC Referenciais 9 a 12 A3ES e Processos de Suporte Referencial 1 A3ES e Processos de Acompanhamento, avaliação e melhoria do sistema Referencial 13 A3ES Avaliação Extern
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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). 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 staff (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 UO, 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 UOs, these being added to the System Review (see
diagram 2.6.1.).
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
(Management Process and GMS System improvement (see diagram 2.6.1.).
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2.6.1. Schedule Planning and Balance, Reporting and System Review
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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.
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2. The Quality Department of SC/UO/UF is coordinated by the Quality Manager(s) of SC/UO/SAS,
incorporates the process managers and in the case of UO and SAS also integrates 1 student. The
GaQ has the following attributions:
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. Analyze the occurrences (compliments, suggestions for improvement, complaints,
nonconformities and observations) associated to the processes of the respective Unit;
2.4. Monitor the Risks&Opportunities Matrix (R&O) of the respective Unit; Monitor 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/UI/UF, aiming at standardization of procedures whenever
possible, identification of best practices and continuous improvement of those.
Each group is composed of SC/UO/UI/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 (GIQ-IPVC), 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;
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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:
(NOTE: the Quality Office of the UO always has at least one element of the Direction of the UO and a
student)
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 the Processes and Courses of each
Unit;
5.4. Analyze and monitor the R&O Matrix of the applicable Processes to the SC/UO/SAS and the
Course Improvement Plans of the respective UO;
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 proposal of actions to treat risks and
opportunities including improvement actions, correction and preventive actions;
5.7. Prepare each Unit’s Quality Report;
5.8. Prepare and monitor the Risks&Opportunities Matrix (R&O) of the respective Unit;
5.9. Collaborate in the process of assessment/accreditation of the study cycles and continuous
education of each Unit, and of SGGQ’s certification.
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MANUAL 17th edition ● 2018.09.14
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. Prepare the Risks&Opportunities Matrix (R&O) of the respective Process and ensure its
implementation;
6.1.3. 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);
6.1.4. Plan, request and conduct the regular reunions with Process Managers;
6.1.5. Monitor the process analyses indicators, according to the needed frequency and informing the
GIQ;
6.1.6. Collaborate in conducting internal audits of the Process and / or SGGQ;
6.1.7. Register and / or follow up on occurrences; 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, correction and preventive actions;
6.1.8. Develop Process Annual Report.
6.2. SC/UO/UI/SAS 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
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MANUAL 17th edition ● 2018.09.14
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 implemented and improved the necessary processes for the efficient functioning of the
GSPQ-IPVC are established, implemented and improved, ensuring that all requirements for quality
assurance of teaching & learning and R&D and service delivery, interaction with society,
internationalization, human and material resources and support services, adequate information
management including public information;
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
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QUALITY
MANUAL 17th edition ● 2018.09.14
2.9. Documental Structure
The Management and Quality Assurance System documents are organized in the following way:
QUALITY MANUAL
PROCESSES MAP (OBJECTIVES, ACTIVITIES AND RESPONSIBLE AND
INTERVENERS, ASSOCIATED DOCUMENTATION, INDICATORS AND
RISK AND OPPORTUNITY MATRIX)
INFORMATION MAINTAINED
(PROCEDURES AND WORK INSTRUCTIONS)
INFORMATION RETAINED (PRINTED
DOCUMENTS) EVIDENCE OF ACHIEVEMENT
24
QUALITY
MANUAL 17th edition ● 2018.09.14
2.10. List of SGGQ Documents (https://on.ipvc.pt/)
PROCESS Subprocess RELATED DOCUMENTS
SC ESA ESE ESCE ESDL ESS ESTG UI’s 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
(Accommodati
on, food and
other services
such as Sports
Center, Health
Office)
COURSES
DEVELOPMENT
AND
RESTRUCTURAT
ION (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)
PLANNING
EXECUTION AND ASSESSMENT
(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.
R&D
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
25
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MANUAL 17th edition ● 2018.09.14
2.10. (continuation) List of SGGQ Documents (https://on.ipvc.pt/)
PROCESS Subprocess RELATED DOCUMENTS
SC ESA ESE ESCE ESDL ESS ESTG UI’s SAS
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
(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
26
QUALITY
MANUAL 17th edition ● 2018.09.14
2.10. (continuation) List of SGGQ Documents (https://on.ipvc.pt/)
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/ )
27
QUALITY
MANUAL 17th edition ● 2018.09.14
2.10. (continuation) List of SGGQ Documents (https://on.ipvc.pt/)
PROCESS Subprocess RELATED DOCUMENTS
SC ESA ESE ESCE ESDL ESS ESTG UI’s SAS
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.
28
QUALITY
MANUAL 17th edition ● 2018.09.14
2.11. Relationship between SGGQ-IPVC Processes and SC Presidency, UO, UI and UF
PROCESS/SUBPROCESS SC SAS ESA ESE ESCE ESDL ESS ESTG UI/OTIC
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 X
INTERNATIONAL COOPERATION (CIN) X X X X X X X X X
COURSES DEVELOPMENT AND RESTRUCTURATION
(CRC)
X 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 X
PROJECTS MANAGEMENT (GPR) X
(OTIC)
X X X X X X
X X
Su
pp
ort
Pro
ce
sse
s
ACADEMIC SERVICES (ACA) X X X X X X X
SOCIAL
SERVICES
FOOD (ALI) X X X X X X
ACCOMMODATION (ALO) X X X X
SCHOLARSHIPS (BOL) X X
CULTURE (CUL) X X X X X X
SPORTS (DES) X X X X X X
HEALTH (SAU) 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
LABORATORIES (LAB) X X X
ENVIRONMENT, HYGIENE AND SAFETY (AHS) X X X X X X X X X
SUB-CONTRACTORS AND INFRASTRUCTURES
MANAGEMENT (GEI)
X X X X X X X X X
DOCUMENTAL MANAGEMENT (GDO) X 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 X
HUMAN RESOURCES (RHU)
TEACHERS (D); STAFF (ND)
X 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 X
SYSTEM MANAGEMENT AND
IMPROVEMENT (GMS)
X X X X X X X X X
X – covers most of the process activities; X- covers only some activities of the Process
29
QUALITY
MANUAL 17th edition ● 2018.09.14
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
30
APPENDICES:
APPENDIX I: INDICATORS MAP
APPENDIX II: SURVEY MAP
APPENDIX III: REFERENCES SGGQ-IPVC (BASED ON A3ES AND ESG)
31
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 2 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, Annual
Fire fighting Number of actions taken 1 per year, per UO, UF, 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 internacinalizaation promoted educational scientifical and technological actions inategrating regional agents.
3 Academic Year
Mobility number training / internships / research 175 Academic Year
International students or mobility incoming 140 Academic Year
Percentage of foreign students' satisfaction with the IPVC portal information
50% Academic Year
Number of courses in international partnership 1 Academic Year
No. of internships / project CPLP development 2 Academic Year
No. of volunteer CPLP 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
Average payment term to suppliers (Debt to suppliers of goods and services acquisition and acquisition of capital goods in the quarter / 4 / Acquisition of
< 60 days Quarterly
32
goods and services and acquisition of capital goods in the quarter) * 365 days
GEF-APR
Average time for carrying out procedures with a value over 5,000 €
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% Semester
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% Semester
GEI
Evolution of maintenance expenses, repairs, improvements and works
(Sum of year/previous year PSN amounts ) x 100% 10% Annual
Rate of contracting coverage of maintenance services Rate of contractual maintenance of infrastructures and vehicles (number of contracts/9) x100
70% Annual
Over works (Sum of the value of over works contracts / sum of the value of the contract of contract jobs) x 100%
2% Annual
Rate of non-classroom spaces execution N. hours of use / number of possible hours of use 30% Annual
R&D (GPR)
Physical Execution Rate /Service provision 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
Global Financial Execution Rate Total budget executed / Total budget envisaged 80% Whenever requested
Satisfaction Rate with OTIC (Number of respondents satisfied + number of respondents very satisfied) / total number of respondents
80% Annual
33
PS Sales Volume Sum of amounts received for all OTIC-controlled services 150.000€ Annual
Number of projects in which it participates as a service provider Count of all service instalments in progress in the year in question
8 Annual
Number of projects in which it participates as a service provider Count of all new services in the year in question 5 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 20 Annual
No. of new projects funded Count of all new projects in the year in question 5 Annual
No. of Spin-off Count of all spin-off 1 Annual
No. of Patents Count of all patents 1 Annual
No. of Trademarks Count Trademarks 1 Annual
No. Technology Parks and Incubators that integrate IPVC Number of Technology Parks and Incubators 2 Annual
No. of Long-Life Training Courses Count of Long-Life Training Courses 6 Annual
OTIC Regulation Approved Publication 1 Annual
Number of Curriculum Cards (either ORCID or ID’s) No. FC / Nº Teachers 100% Annual
No. of Research Projects done with International partners
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
<30% Semester
Integrated platform management system of indicators Under development 80% Annual
Indicators accessed / Indicators available in the Platform Under development 30% Annual
Number of interoperability interfaces Between 2015-2019 1 Annual
Number of new services implemented Between 2015-2019 9 Annual
Number of integrated sectors (HR, SAF, SAC) in SGI-IPVC Between 2015-2019 2 Annual
Number of laboratories evaluated Between 2015-2019 16 Annual
Number of restructured TIC laboratories Between 2015-2019 10 Annual
WiFi network coverage rate 95% Annual
New high density hotspots installed Between 2015-2019 18 Annual
OBS Rate of Response to the Teaching Quality Assessment Survey / (Number of validated surveys / Total number of students) * 100 CTeSP: 50%; Semester
34
per unit Organic Graduation: 30%; Master: 40%
Rate of Response to the Survey of External Entities % Increase compared to the previous participation result ≥ 100 Annual
Collaborators’ Survey Response Rate per 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
Suitability of the training offer rate (development agents) 60% positive answers Annual
Published procedure Yes Annual
Portfolio made available 160 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 (see questionnaire) 50% Annual
Number of teachers with published curriculum forms (can be ORCID, DGóis, ID Research, ID Science) 90% Annual
No. of teachers with works in the repository (can be ORCID, DGóis, ID Research, ID Science) 100% Annual
% of teachers with links to research centers / units. monitor by IPVC UI and other EIS
55% Annual
Participation in the benefit program 300 Annual
35
No. of partners adhering to the benefit program 25 Annual
No. of foreign researchers 35 Annual
PD Approved Management plan and PND approved plan 100%
PD and PND Plan realization rate 70% Annual
PD and PND Degree of Satisfaction (Collaborators’ satisfaction assessment questionnaire) 4 Annual
% of collaborators covered by the incentive and merit recognition program
30% Annual
Degree of Satisfaction with by the incentive and merit recognition program
2,75 Annual
Manual implemented and revised procedure 100% Annual
Satisfaction rate of new contractors 2,75 Annual
Number of hours training area attendance / year 14h Annual
GMS
Collaborators Satisfaction Assessment Questionnaire Weighted average satisfaction index 3,5 Anual (academic)
Evaluation satisfaction students-quality teaching (school) Average satisfaction of questions related to the School 3,5
Evaluation of the Satisfaction of Users of Services Average of the scale of 1 to 5 / per service in which the survey was carried out
>= 3,5 (Average each service rated)
Annual
Complaints, suggestions, compliments /NC/OBS within deadline (on.ipvc.pt and complaint forms) 100% Semester
Achieving quality objectives (PEIPVC1519) (Number of objectives achieved / Number of total objectives) x 100
100% Annual
Social responsibility management system and Certified System To be finished in 2019
Yes Annual
CRC
% A3ES Accredited 1st Cycle Courses Nº Accredited Courses / Nº Courses Submitted to A3ES 100% Annual
% A3ES Accredited Master Courses Nº Accredited Courses / Nº Courses Submitted to A3ES 100%
% CTESP registered by DGES Nº Courses Registered / No. Courses Submitted to the DGES 100% Annual
Review of Courses in Operation of SEs, 1st and 2nd Cycle (at least in the academic year following the closing of a cycle n years)
Nº Courses Revised / Nº Courses in operation 100% Annual
% Restructuring of Courses in Operation: CTeSP, 1st and 2nd Cycle approved
Nº Restructured Courses / No. of Restructuring Proposals 100% Annual
Passed courses 100% Annual
PGE
Deadlines Compliance - Implementation of the Strategic Plan 15/19
Date of delivery (VER METAS DE Eixos
por Ação para ano 2018)
Annual
Deadlines Compliance - Definition of annual IPVC guidelines based on PE
Date of delivery Before Presentation of the activity plan and Budget (until May)
Annual
Activity compliance rate - Activity Plan (PA) and IPVC Budget Date of delivery JULY - PA and
BUDGET preparation for 2019 (internal
Annual
36
planning); AUGUST-Adjustments according to assigned ceiling and O.Privative perspective;
Definitive loading, within a period defined by the guardianship, in SIGO; GC approval.
Activities and accounts report No. Actions Taken / No. Planned Actions 100% (referring to
2017) – April Annual
Number of Shares of Disclosure – Accountability No. Actions Taken / No. Planned Actions 1 Annual
CIN
Number of international shares held for mobility number of effective protocols/ number of active protocols 30% School Year
Mobility student shipment Number of scholarships accomplished/ Number of scholarships awarded, Number of internships accomplished/ Number of internships awarded
˃1 School Year
Reception of students mobility Number of students received in the current year / number of students received in the previous year
˃1 School Year
Incoming Mobility Inquiry Percentage of positive answers to GMCI service quality 50% School Year
International Portal Number of visits to the portal current year/ number of visits to the portal in the previous year
˃1 School Year
number of actions promoted by internationalization of an educational, scientific and technological nature including agents from the region
3 School Year
Number of mobility training / internships / research 175 School Year
Number of international students or mobility ones, incoming 140 School Year
Percentage of foreign students’ satisfaction with IPVC portal information
50% School Year
Number of courses in international partnership 1 School Year
Number of stages / development of projects with CPLP 2 School Year
Number of volunteer programs with CPLP 1 School Year
PIM
Dissemination and Communication No. of proposals submitted to the GCI approved + Number of identified opportunities /No executed
80% Annual
Degree of satisfaction Number of complaints / Total number of requests) * 100 Maximum 5%, 0%
being ideal. Annual
Nº of followers in Social Networks No. of followers at the end of the year / Number of followers in the previous year
>10% Annual
No. of visits to Secondary and Professional schools Number of visits in Nut / number of total Schools 40 to 90% (according to
NUT) Annual
% positive feedback dissemination of the Training Offer Data survey of Secondary and Professional schools >95% Annual
Number of sectoral events that promote proximity to business 35 Annual
37
fabric
References Number of references in Clipping Press >900 Annual
Number of newly created newsletters 4 Annual
Transparency plan for institutional information Rate of the plan implementation 70% Annual
IPVC Marketing Plan: Communication Plan
Done SWOT Analysis, finished communication strategy, approved communication plan.
100% Annual
1 thesis or project or report per year from the IPVC IPVC marketing and communication studies 1 Annual
FOR
Creation / updating of programs (Number of programs carried out / total number of programs planned) * 100
100% Semester
Rate of summary availability (Number of completed summaries / total number of planned summaries) * 100
100% Semester
Ucs final classification release rate (Number of evaluations released / total number of evaluations planned) * 100
100% Semester
Launch rate of the Stages / Clinical Teaching / IPP / project and dissertation classifications
(Number of evaluations released / total number of evaluations planned) * 100
100% Semester
Launch rate of mobility classifications (No released evaluations / total no. Of planned evaluations) * 100
100% Semester
Scheduling of evaluations (examination) - Compliance with the stipulated deadline
(Number of calendars made in the deadline / total number of scheduled calendars)
100% Semester
Degree of student satisfaction with the course % Of positive responses > 70% Annual
Degree of student satisfaction with teachers % Of positive responses > 70% Semester
Degree of student satisfaction with the Ucs of the course % Of positive responses > 70 % Semester
Rate of presentation of the UC Report (Number of RUCs performed / total number of planned RUCs) * 100
100% Semester
Course Report Presentation Rate (Number of RACs performed / total number of RACs expected) * 100
100% Annual
Course completion rate for regular graduated CTeSP students % Of course completion in N years (N = years course duration) 70% Annual
Total students enrolled / total number of places (average) Note: for lic. The CNA is considered for vacancies and enrollment of all regimens
Masters >50% Annual
Bachelor's degrees > 80% Annual
CTESP >66% Annual
IPVC’ General average 75% Annual
Employability rate > national average of graduates Annual
number of double degrees / joint degree 1 Annual
GDO Compliance with regulatory requirements (7.5.2 and 7.5.3) No. of nonconformities 0 Semester
LAB User Satisfaction Index AVERAGE (quotation questionnaire) 3,0 Annual
BAR-EAR No. of complaints related to telephone and in-person service Nº of Complaints per U. ≤ 3 Semester
Nº of documents requested for consultation and not satisfied Number of orders not satisfied by U.O. ≤ 5 Semester
38
Number of areas in which the documentation is collected Nº of areas ≥ 2 Bi-monthly
Number of Restructured / Created Centers 8 Annual
Evaluation of satisfaction with care 3 Annual
Audit Conformance (Mystery Client; EAR Audit) 40% Annual
BAR-BIB
Evaluation of user library satisfaction. ASUB questionnaire ≥ 3.5 (Scale from 1 to 5 )
Annual
No. Of training taught by the LibraryServices Number of training given per degree 3> Training per grade ≤ 18
Annual
Dissertation Index / Project Work / Internship Report / Final Report of Supervised Teaching Practice made available at RIIPVC
(Dissertations | Project Work | Internship Report | Final Report of Supervised Teaching Practice submitted / Dissertations | Project Work | Internship Report | Final Report of Supervised Teaching Practice defended) * 100
100% or 1 Annual
SAS- ALI
Average Cost in Gender Σ Monthly costs in kind / Number of meals 1,40€ Monthly
% of canteen users. No. of meals served / Number of students enrolled > 15% Monthly
Average Satisfaction Level - Canteens Σ (Satisfaction level x number of responses) / number of responses obtained
3% Annual
Average satisfaction level - Bars Σ (Satisfaction level x number of responses) / number of responses obtained
3 % Annual
SAS - ALO
Occupancy rate of residences (excluding August) Number of students staying / Total number of beds > 80% School Year
Year-on-year variation of students housed ((Students housed year n / Number of students housed n-1) -1) * 100
Between -5% and 5% School Year
Satisfaction rate Σ Classification per question x weighting / Number of responses
3,6% School Year
Withdrawal rate Number of students dropping out / Number of housed students Monthly average <5% School Year
Amount receivable in July 2018 Control map of late payments
Up to 5.000,00€ Annual
SAS - BOL
% Interview made to students applying for scholarship No. of interviews / No. scholarship candidates > or = 9% Annual - School Year
Number of home visits No. of home visits to IPVC fellow students
> or = 5% IPVC scholarship students
Annual - School Year
No. of Scholarship Application Processes Documented Audit No. of processes audited / no. of scholarship holders - (No. Visits + No. DGES Audited Processes + Complaints)
> or = 11% scholarship students
Annual - School Year
Average Satisfaction Level of the Bag Area Σ Classification by question x weighting / Response no. >or = 3% Annual - School Year
No. Applications submitted as of 12/31/2018 No. From candidates to scholarship / Nº. From dispatched processes
>or = 90% Annual - School Year
Average level of satisfaction of the Social Support Grant Area Σ Classification by question x weighting / Response no. >or = 3,5% Annual - School Year
39
Percentage of scholarships awarded on enrolled / candidate student
No. of enrolled students / students with assigned opportunity offers
>or = 25% Annual - School Year
SAS - BUS
Users with pass Number of users who purchased monthly pass / 10 months 100 Annual
Punctual users Number of users who purchased daily ticket 250 Annual
Satisfaction level of users Σ Classification by question x weighting / Response no. 3% Annual
ASO - CUL
Number of exhibitions/ year Number of exhibitions 3 Annual
Number of collaborations in events Number of collaborations 3
Average level of satisfaction Σ Classification by question x weighting / Response no. 3.5% Annual
Seminar open to the community, having a speaker or artist exposing
Number of seminars 3
Participation in activities (depending on expected vacancies) 70% Annual
Number of activities 6 Annual
SAS - DES
Average level of Satisfaction Σ ( level of satisfaction x no. responses) / no. of responses obtained
3,5 Annual
Average number of accesses to the CDIPVC fitness center average monthly accesses 700 Annual
Average number of CDIPVC fitness enrollees Total number of registrations/ year 86 Annual
SAS - EMP
Number of IPVC students registered in the employment portal compared to the previous year (2017 - 1089)
10% increase 1 913 Annual
Number of companies / institutions registered in the Employment Portal compared to the previous year (2017 - 166)
25% increase 373 Annual
No. of participants in the "Employment at the Table" Number of participants Up to 30 participants Annual
Organization of workshops and seminars in the field of employment
Number of Events Up to 5 workshops Annual
Degree of satisfaction of students registered in the Employment Portal
Σ Classification by question x weighting / Response no. Up to 65% Annual
Degree of satisfaction of companies registered in the Employment Portal
Σ Classification by question x weighting / Response no. Up to 3 (scale 1-5) Annual
Satisfaction in Workshops Σ Classification by question x weighting / Response no. Up to 77% Annual
Number of network members 210 Annual
Number of internship offers / job offers 180 Annual
Created service Yes Annual
Number of created/ refurbished services 8 Annual
Degree of satisfaction
ASO - SAU
Rate of response to requests for consultation Number of queries performed / Number of requests for queries 95% Monthly
Rate of health promotion activities Number of activities carried out / Number of activities planned 80% Annual
Rate of accomplishment of activities of promotion of the academic success and abandonment prevention
Number of activities carried out / Number of activities planned 80% Annual
40
Rate of coverage of medical appointments at work Number of officials who attended for consultation / Number of officials indicated for consultation
80% Annual
Average Satisfaction Level Σ Classification by question x weighting / Response no. 80% Annual
Participation in SAU activities (depending on the total number of co-workers and students ) 35% Annual
No. of SAU activities 6 Annual
Legend:
Operational Indicators - SGGQ-IPVC Processes
Strategic Indicators - PE IPVC1519
41
Appendix II: Survey Map
Scope Survey Objective Target
Audience Application
Methodology Responsible for the
Application Frequency
ADOPTION OF QUALITY ASSURANCE
POLICY AND PURSUIT OF QUALITY
OBJECTIVES (1)
Evaluation of
Satisfaction
"Students
Auditors"
To know the levels of satisfaction and improvement
proposals of students participating in the internal
audits.
Students who
participated in
IPVC internal
audits
Questionnaire in
digital support GAQ Bi-annually
CONCEPT AND APPROVAL OF THE
TRAINING OFFER (2)
Survey of
Vocational
Guidance Offices
/ Psychologists
/Schools
To understand if the dissemination actions, the
communication tools used and the procedures have
a positive impact on the secondary / professional
schools of the region; The degree of knowledge of
the training offer; means of dissemination used,
periodicity of consultation to Portal IPVC
Professional
and vocational
Guidance
Cabinets
Psychologists
Schools
Questionnaire in
digital and paper
format
OBS/GCI Throughout the
school year
CONTINUOUS MONITORING AND
PERIODIC REVIEW OF COURSES (5)
Survey of
Graduates
Observing the issues related to employability and its
relation to the training acquired in the IPVC
IPVC
Graduates
Questionnaire in
digital format OBS
Annual, usually
12/16 months after
course completion
CONCEPT AND APPROVAL OF THE
TRAINING OFFER (2)
CONTINUOUS MONITORING AND
PERIODIC REVIEW OF COURSES (5)
External Entity
Survey
Characterize partner entities and employers and their
perception about IPVC;
To understand which forms of recruitment are
favored by employers;
Obtain information about the employers and their
graduates, allowing to evaluate conditions of
employability;
To listen to the proficiency profile of IPVC graduates;
Identify the needs of the market, for an internal
reflection on the adequacy and innovation of the
training and R&D offer.
External Entity
Survey
Questionnaire in
digital format OBS Biannual
42
Scope Survey Objective Target
Audience
Application
Methodology
Responsible for the
Application Frequency
CONCEPT AND APPROVAL OF THE
TRAINING OFFER (2)
CONTINUOUS MONITORING AND
PERIODIC REVIEW OF COURSES (5)
Survey (External
Entities)
Characterize the partner entities and their employers and their perception about the IPVC; Understand which forms of recruitment are favored by employers; Obtain information about the employers and their graduates, allowing to evaluate conditions of employability; Listen to the proficiency profile of IPVC graduates; Identify the needs of the market, for an internal reflection on the adequacy and innovation of the training offer and R&D.
External
Entities
Questionnaire in
digital format OBS Biannual
CONCEPT AND APPROVAL OF THE
TRAINING OFFER (2)
CONTINUOUS MONITORING AND
PERIODIC REVIEW OF COURSES (5)
Survey of CTeSP
internship
reception entities
Obtain information on the internships of the CTESP in relation to the training entity (IPVC), the trainee and the traineeship monitoring, allowing to evaluate conditions and suggestions for improvement.
CTeSP
internship
reception
entities
Questionnaire in
digital format CP Anual
CONCEPT AND APPROVAL OF THE
TRAINING OFFER (2)
PUBLIC INFORMATION (12)
Registration
survey
Know the profile of the new IPVC students; Understand motivations for choosing IPVC and course; Know the level of awareness of the IPVC; Know the sources of information about IPVC; Define targeted communication policies.
New students Questionnaire in
digital format OBS/GCI Anual
STUDENT-CENTERED TEACHING,
LEARNING AND ASSESSMENT (3)
CONTINUOUS MONITORING AND
PERIODIC REVIEW OF COURSES (5)
Assessment of
Quality and
Education
Satisfaction
(IASQE)
Know the levels of satisfaction and proposals of improvement of the students with the Quality of Teaching (School, Teacher, Course, UC, ECTS).
Students Questionnaire in
digital format CP Semester
STUDENT-CENTERED TEACHING,
LEARNING AND ASSESSMENT (3)
INTERNATIONALIZATION (8)
Incoming Mobility
Survey
Know the satisfaction and proposals of improvement of Students, Professors and Collaborators of mobility IN.
Students and
Staff IN
Questionnaire in
digital format OBS/GMCI Semester
INTERNATIONALIZATION (8)
Outgoing Mobility
Survey of
Collaborators’
Satisfaction
To know the satisfaction and proposals of improvement of Students, Professors and Collaborators with OUT mobility .
Estudantes e
Colaboradores
OUT
Questionnaire in
digital support OBS/GMCI Semester
43
Scope Survey Objective Target
Audience
Application
Methodology
Responsible for the
Application Frequency
HUMAN RESOURCES (9)
Employee Satisfaction Evaluation
Survey
To know the levels of satisfaction, proposals for improvement and involvement of employees and, consequently, to align strategies that allow everyone to feel an integral part of the institution and that contribute to the success of the organization.
Collaborators Questionnaire in
digital format GAQ Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation - Scholarships
Know the levels of satisfaction and proposals for improvement for scholarships.
Students with scholarship
Questionnaire in digital format
AS - BOL Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation -
Accommodation
Know satisfaction levels and improvement proposals for accommodation.
Students staying in
IPVC residences
Questionnaire in digital format
AS - ALO Anual
MATERIALS RESOURCES AND SERVICES (10)
Survey - Accomodation
Know satisfaction levels and improvement proposals for accommodation.
Students staying in
IPVC residences
Questionnaire in digital format
AS - ALO Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation - Canteens
Know the levels of satisfaction and proposals of improvement of the users of the canteens (attendance, facilities / equipment, food).
Students/ Collaborators
Questionnaire in digital and format
AS - ALI Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation - Bars
To know the levels of satisfaction and proposals of improvement of the users of the bars (attendance, facilities / equipment, food).
Students/ Staff
Questionnaire in digital and format
AS - ALI Anual
MATERIALS RESOURCES AND SERVICES (10)
Evaluation of Library User Satisfaction
To know the levels of satisfaction and proposals of improvement of the users of the Libraries.
Students Staff
Questionnaire in digital format
GAQ/BIB Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation of IPVC Service
Users
Know the satisfaction levels and improvement proposals for the IPVC Services (applied only in some services that connect to SIADAP).
Users of IPVC Services
Questionnaire in digital format
GAQ/ Service to evaluate Annual, for each evaluated service
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation-
Academic BUS
Know the levels of satisfaction and proposals of improvement of the users of the Academic BUS.
Academic Bus Users
Questionnaire in digital format
AS - BUS Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction-Event / Initiative
Evaluation
Know the levels of satisfaction and proposals of improvement in the Events / Initiatives carried out
Event Participants /
Initiatives
Questionnaire in digital format
Organizing Committees of the events / initiatives
Timely after each event / initiative
44
Scope Survey Objective Target
Audience
Application
Methodology
Responsible for the
Application Frequency
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation-Social
Format Grant
Know satisfaction levels and improvement proposals for social support scholarships.
Students with social support scholarships
Questionnaire in digital format
AS - BOL Anual
MATERIALS RESOURCES AND SERVICES (10)
Evaluation of Satisfaction-
Sports Center
To know the levels of satisfaction and proposals of improvement of the users of the Sports Center.
Users of the Sports Center
Questionnaire in digital format
AS - DES Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation-Health
Office
To know the levels of satisfaction and proposals of improvement of the community attended in the Health Office.
Users of Gab. of health
Questionnaire in digital format
AS - SAU Anual
Adoption of quality assurance policy Evaluation of
Satisfaction of the "Auditors"
Know the levels of satisfaction and improvement proposals of the participants in internal audits
All audited in internal IPVC
audits GAQ Biannual
45
Appendix III: SGGQ-IPVC References (based in A3ES and ESG)
Table Appendix A III.1 - Correspondence between A3ES Referentials and SGGQ-IPVC Processes
A3ES Referential Subitem SGGQ-IPVC
Processes
1-Policy for quality assurance and pursuit of quality objectives: The institution has consolidated a quality culture supported by a quality policy and by quality objectives, which are formally defined and publically available.
Institutional strategy to the continuous improvement of the quality and its standards PGE
SGGQ Organization (clarity of responsibilities of the different institutional bodies and management levels) PGE; GMS
Methods of involving students and other stakeholders (internal and external) in quality assurance processes PGE, GMS, FOR
Ways to ensure academic integrity and vigilance against academic fraud and intolerance or discrimination GMS, ACA, PGE
How to implement, monitor and review the policy for quality and effective translation in the ICQS PGE, GMS
2 - Design and Approval of programmes: The institution has processes for the design and approval of its educational offer, ensuring that study programmes are designed and structured so that they can achieve the objectives set for them, namely the intended learning outcomes. The qualification achieved in each programme, as well as the corresponding level in the national and European higher education qualifications frameworks, are clearly specified and publicised.
Designed from objectives aligned with the institutional strategy of training offer and explicitly define the learning objectives (knowledge, skills and competences); Subject to a formal institutional process of final approval.
PGE, CRC; FOR
Involve students and other stakeholders in their design; Benefit from the contribution of experts and external references - Information gathering and analysis systems, including feedback from alumni, employers and other relevant external partners, to serve as a basis for decision-making on the maintenance, updating or renewal of the training offer
CRC, GMS; OBS; ACA
Designed to allow normal student progression; Define the expected work load of the students, expressed in ECTS; Include opportunities for professional experience in the area of properly structured training
FOR
It takes into account the purposes of teaching (Recommendation (2007) 6) on the public responsibility of HE and research: - The creation of a comprehensive and advanced knowledge base to stimulate research and innovation - Contribution to employability; - Preparation for active citizenship; - Support for students' personal development;
FOR, GPR, EMP, CUL, SAU, DES
3 - Student-centred learning, teaching and assessment: The institution adopts appropriate procedures to ensure that the programmes are delivered in a way that favours an active role of the student in creating the learning process, as well as student assessment processes that are consonant with this approach. that are in line with this approach.
Respects and attend the diversity of students and their needs, allowing for flexible learning paths; - Consider and uses different teaching and learning methods, according to students' needs and learning objectives; - Evaluates and regularly adjusts teaching and learning methods; - Assures a sense of autonomy in the student, guaranteeing adequate guidance and support on the part of the teacher; - Promotes mutual respect in the student-teacher relationship;
CRC; FOR
Has procedures for monitoring, evaluating and improving teaching and learning processes and outcomes, involving students, teachers and other relevant stakeholders
CRC; FOR
Ensures that student assessment is conducted in accordance with previously defined and publicized criteria, regulations and procedures, and are consistently applied
FOR; ACA; PIM
Defines mechanisms to deal with complaints and suggestions
GMS; EAR; GSI
46
A3ES Referential Subitem (CONTINUATION table A III. 1) SGGQ-IPVC
Processes
4 - Student admission, progression, recognition and certification: The institution consistently applies pre-defined and published regulations covering all phases of the student “cycle life” (e.g. student admission, progression, recognition and certification).
Access policies and admission procedures and criteria, implemented in a consistent and transparent manner, including the provision of induction processes to the institution and to the course
CRC; FOR, ACA
The conditions and support for students to progress normally in their academic careers SAS, BIB, LAB, ACA
Processes and tools for collecting, monitoring and acting on information on student progression ACA, GSI, OBS, GMS, FOR
Fair procedures for recognition of qualifications, periods of study and previous learning FOR; ACA
Sufficiently clear certification processes regarding the learning outcomes achieved and the context, level, contents and status of the completed studies, namely by issuing the Diploma Supplement
ACA, CIN
5 - On-going monitoring and periodic review of programmes: The institution monitors and periodically reviews its programmes to ensure that they achieve the objectives set for them and respond to the needs of students and society. These reviews lead to continuous improvement of the programme. Any action planned or taken as a result are communicated to all those concerned.
The procedures for monitoring, evaluation and review of courses include assessment of the following elements: - The contents of the program in the light of the latest research in the disciplinary field concerned, ensuring its timeliness; - The new needs of society; - Students' workload and progression and completion rates; - The effectiveness of student assessment procedures; - The expectations, needs and satisfaction of the students in relation to the course; - The learning environment and services to support students and their adaptation to the needs of the course.
CRC; FOR OBS, GMS
6 – Research and development/targeted research and high level professional development: The institution adopts mechanisms to promote, assess and enhance the scientific, technological, artistic and high level professional development activity appropriate to its institutional mission.
Mechanisms for institutionalization and management of research -Procedures and criteria for the creation, extinction and management of research units and interface units; -Procedures and criteria for raising funds; -Incentives to scientific production
PGE; GPR RHU
Mechanisms of articulation between teaching and research, namely with regard to the contact of students with research and innovation activities from the early years
CRC; FOR; GPR
Mechanisms for economic valuation of knowledge PGE; GPR
Monitoring, evaluation and improvement procedures: - human and material resources allocated to research and development; - scientific, technological and artistic production; - the results of the valorization of knowledge and the results of the link between teaching and research.
GPR, RHU, GEE GPR, GMS, OBS GPR, FOR
47
A3ES Referential Subitem (CONTINUATION table A III. 1) SGGQ-IPVC
Processes
7 – External relations: The institution adopts mechanisms to promote, assess and enhance collaboration with other institutions and with the community, namely regarding its contribution to regional and national development.
Procedures to promote, monitor, evaluate and improve activities of interface and external action, regarding: - Interinstitutional collaboration; - The provision of services abroad; - Integration into national projects and partnerships; - Contribution to regional and national development, appropriate to the institutional mission; - To obtain own revenues through the activity developed - Cultural, sporting and artistic activities abroad;
PGE; CIN, CRC GPR GPR PE, GPR GPR, GEF FOR, SAS, PIM
8 - Internationalization: The institution adopted mechanisms which allow it to promote, assess and improve its international cooperation activities.
In the context of internationalization policies, the institution defined procedures to promote, monitor, evaluate and improve activities of an international nature, namely those relating to: - Participation / coordination in international education and training activities; - mobility of students, teachers and non-teaching staff; - Participation / coordination in international research projects
CIN CRC/ FOR/ACA GPR
9- Human resources: The institution Adopted fair and transparent mechanisms to ensure that the recruitment, management and training of its teaching and support staff is undertaken with the guarantee of the necessary qualifications and competence, in order that they may properly perform their functions.
- Adoption and application of clear, transparent and fair recruitment procedures and conditions of employment which recognize the importance of education; - Promotion and offer of professional development opportunities; - Encourage academic activity to promote the link between education and research; - Encouraging innovation in teaching methods and the use of new technologies. The institution is primarily responsible for the quality of the performance of its staff. In this sense, the institution: - It has rules and procedures for the collection and processing of information on the competences and results of the performance of teaching staff and non-teaching staff, with a view to performance evaluation, training, promotion and recognition of merit; - It has had procedures to regulate and guarantee the corresponding processes of decision-making, implementation and follow-up.
RHU
FOR
10 - Material resources and services It provides a variety of resources to support learning, from physical resources (facilities, libraries, ICT resources, pedagogical and scientific equipment, ... including safety and environmental aspects, as well as the specific needs of students with disabilities) Mentoring, supervision and counseling support, promoting their publicity to students; - takes into account the needs of specific groups, such as part-time or employed students, international students and students with disabilities; - It has mechanisms that allow the collection and analysis of information regarding the maintenance, management and adequacy of material resources and support services; - It has had procedures to regulate and guarantee the corresponding processes of decision-making, implementation and follow-up.
GEI, AHS, LAB; BIB; GSI, SAS, GEF
48
A3ES Referential Subitem (CONTINUATION table A III. 1) SGGQ-IPVC
Processes
11 - Information management: The institution adopted mechanisms which allow it to guarantee the collection, analysis and use of the results and of other relevant information for the effective management of the study programmes and other activities.
It has mechanisms to obtain information on the needs and expectations of different stakeholders regarding the quality of training and services offered; - It has systems for collecting reliable information for the collection of results and other relevant data and indicators, including, inter alia (see guidelines of the ESG 1.7 standard): • Key performance indicators; • The profile of the student population; • The rates of student progression, success, and dropout; • Student satisfaction with their courses; • Learning resources and support for available students; • Employability and career paths for graduates - Defined procedures to regulate and guarantee the decision-making processes related to the use of the results, as well as the strategies of action to improve processes and results and the corresponding follow-up; - It has ways of involving the interested parties, namely students and teaching and non-teaching staff, in the measurement, analysis and improvement of results.
GSI, ACA, GMS, OBS CRC, FOR
12 - Public information: The institution adopted mechanisms which permit the publication of clear, accurate, objective, up-to-date, impartial and readily accessible information about the activities undertaken.
- The mission and objectives of the institution, its statutes and regulations, as well as those of the organizational units that constitute it; - The training offer; - the learning objectives and qualifications conferred, and the prospects of employability, in relation to each course; - The qualification of teaching staff and their system of linkage to the institution and the provision of services; - Student access and orientation policies; - The planning of the courses; - The methodologies of teaching, learning and evaluation of students; - Mobility opportunities; - The rights and duties of students; - School social action services; - Mechanisms to deal with complaints and suggestions; - access to material resources and education support services; - The results of teaching, expressed in the academic results, of job placement (including the monitoring of the course of their graduates for a reasonable period of time, in the perspective of employability) and degree of satisfaction of the interested parties; - The internal quality assurance policies, accreditation certificates and results of the evaluation of the institution and its study cycles
GSI, PIM,
49
Table Appendix A III.2 - Correspondence between European Standard Guidelines (ESG, 2015) and SGGQ-IPVC Processes
ESG Subitem SGGQ-IPVC
Processes
1.1 POLICY FOR QUALITY ASSURANCE It must be made public and forms part of their strategic management. The internal stakeholders should develop and implement this policy through appropriate structures and processes, while involving external stakeholders.
Policies and processes are the main pillars of a coherent institutional quality assurance system that forms a cycle for continuous improvement and contributes to the accountability of the institution.
PGE, GMS
It supports the development of quality culture in which all internal stakeholders assume responsibility for quality and engage in quality assurance at all levels of the institution. In order to facilitate this, the policy has a formal status and is publicly available.
PGE, GMS
Quality assurance policies are most effective when they reflect the relationship between research and learning & teaching and take account of both the national context in which the institution operates, the institutional context and its strategic approach. Such a policy supports the organisation of SGGQ (quality assurance system); departments, schools, institutional bodies and other organisational units as well as those of institutional leadership, staff members and students take on their responsibil ities in quality assurance; academic integrity and freedom, which is vigilant against academic fraud and protects against intolerance of any kind or discrimination; there is involvement of external stakeholders in quality assurance
PGE, GPR
GMS
The policy translates into practice through a variety of internal quality assurance processes that allow participation across the institution. How the policy is implemented, monitored and revised is the institution’s decision.
PGE, GMS
The quality assurance policy also covers any elements of an institution’s activities that are subcontracted to or carried out by other parties.
PGE, GMS, GEF
1.2 DESIGN AND APPROVAL OF PROGRAMMES (PLANS) Objectives established, including the intended learning outcomes. The resulting qualifications must be clearly specified and communicated (capabilities), and refer to the National and European qualifications framework.
Study programmes/plans are at the core of the IES (higher education institutions) teaching mission. They provide to the students academic knowledge and skills, including those that are transferable, which may influence their personal development and may be applied in their future careers.
CRC
FOR
Programmes/PLANS:
- are designed with overall programme objectives that are in line with the institutional strategy and have explicit intended learning outcomes; are involving students and other stakeholders in the work; benefit from external expertise and reference points; reflect the four purposes of higher education of the Council of Europe (cf. Scope and Concepts); are designed so that they enable student progression; define the student workload, e.g. in ECTS;
- include well-structured opportunities outside the institution (IES) e.g. internships and other programmes; are subject to a formal institutional approval process.
CRC
FOR
CIN
50
ESG Subitem (CONTINUATION table A III. 2) SGGQ-IPVC
Processes
1.3 STUDENT-CENTRED LEARNING, TEACHING AND ASSESSMENT Ensure that the programmes are delivered in a way that encourages students to take an active role in creating the learning process, and that the assessment of students reflects this approach.
Student-centred learning and teaching plays an important role in stimulating students’ motivation, self-reflection and engagement in the learning process. This means careful attention of the design and implementation of study programmes and the results assessment.
FOR ACA
The implementation of student-centred learning and teaching: - respects and attends to the diversity of students and their needs, enabling flexible learning paths; - considers and uses different modes of implementation, where appropriate; - uses a variety of pedagogical methods; - regularly evaluates and adjusts the ways of implementation and pedagogical methods; - encourages a sense of autonomy in the learner, while ensuring adequate guidance and support from the teacher; - promotes mutual respect within the learner-teacher relationship; - has appropriate procedures for dealing with students’ complaints.
FOR GMS
Considering the importance of assessment for the students’ progression and their future careers, the quality assurance processes for assessment take into account the following: - Assessors are familiar with existing testing and evaluation methods and receive support in developing their own skills in this field; The criteria and method of assessment as well as criteria for scheduling are published in advance; The assessment allows students to demonstrate the extent to which the intended learning results have been achieved. Students are given feedback, which, if necessary, is linked to advice on the learning process; Where possible, assessment is carried out by more than one examiner; The regulations for assessment take into account mitigating circumstances; Assessment is consistent, fairly applied to all students and carried out in accordance with the stated procedures; There is a formal procedure for student’ test revision.
FOR ACA
1.4 STUDENT ADMISSION, PROGRESSION, RECOGNITION AND CERTIFICATION Institutions should consistently apply pre-defined and published regulations covering all phases of the student “life cycle”.
Providing conditions and support that are necessary for students to make progress in their academic career. It is vital to have admission, recognition and conclusion procedures, particularly when students are mobile within and across higher education systems.
SAS ACA, FOR, CIN
Admission processes and criteria are implemented consistently and in a clear manner. Integration actions to the institution and the programme are developed.
CRC, FOR, ACA, SAS
Processes and tools to collect, monitor and act on information on student progression. FOR, ACA, OBS
Recognition of higher education qualifications, periods of study and prior learning, including the recognition of non-formal and informal learning, are essential components for ensuring the students’ progress in their studies, while promoting mobility. Appropriate recognition procedures rely on institutional practice for recognition being in line with the principles of the Lisbon Recognition Convention; cooperation with other institutions, quality assurance agencies and the national recognition agencies, with a view to ensuring coherent recognition across the country.
ACA, CIN
Graduation represents the culmination of the students’ period of study. Students need to receive documentation explaining the qualification gained, including achieved learning results and the context, level, content and status of the studies that were pursued and successfully completed.
ACA
51
ESG Subitem (CONTINUATION table A III. 2) SGGQ-IPVC
Processes
1.5 TEACHING STAFF Institutions should assure themselves of the competence of their teachers. They should apply fair and clear processes for the recruitment and development of the staff.
The teacher’s role is essential in creating a high quality student experience and enabling the acquisition of knowledge, competences and skills. The diversifying student population and stronger focus on learning results require student-centred learning and teaching (cf. 1.3). Higher education institutions (IES) have primary responsibility for the quality of their staff and for providing them with a supportive environment that allows them to carry out their work effectively.
CRC, FOR, RHU
Follows clear, transparent and fair processes for staff recruitment and conditions of employment that recognise the importance of teaching; opportunities for/and promotes the professional development of teaching staff; encourages the strengthening of the link between education and research; encourages innovation in teaching methods and the use of new technologies.
RHU GSI
1.6 LEARNING RESOURCES AND STUDENT SUPPORT Institutions should have appropriate funding for learning and teaching activities and ensure that adequate and readily accessible learning resources and student support are provided.
Provide a range of resources to assist student learning: physical resources from libraries, study facilities and IT infrastructure, to human support in the form of tutors, counsellors and other advisers. The role of support services is of particular importance in facilitating the mobility of students within and across higher education systems.
GEI, AHS, GEE, BIB, GSI, FOR, SAS
The needs of a diverse student population (such as mature, part-time, employed and international students as well as students with disabilities), and the shift towards student-centred learning and flexible modes of learning and teaching, are taken into account when allocating, planning and providing the learning resources and student support.
ACA, FOR; AHS, GSI
Support activities and facilities may be organised in a variety of ways depending on the institutional context. However, we must ensure that all resources are fit for purpose, accessible, and that students are informed about the services available to them.
SAS, ACA, BIB, GSI
In delivering support services, the role of support and administrative staff is crucial and therefore they need to be qualified and have opportunities to develop their competences.
RHU
1.7 INFORMATION MANAGEMENT Institutions should ensure that they collect, analyse and use relevant information for the effective management of their programmes and other activities.
Reliable data is crucial for informed decision-making and for knowing what is working well and what needs attention. Effective processes to collect and analyse information about study programmes and other activities feed into the internal quality assurance system.
GSI, ACA, OBS, GMS
The information gathered depends, to some extent, on the type and mission of the institution. The following are of interest: Key performance indicators; Profile of the student population; Student progression, success and drop-out rates; Students’ satisfaction with their programmes; Learning resources and student support available; Career paths of graduates.
ACA/FOR GMS BIB, SAS
Various methods of collecting information may be used. It is important that students and staff are involved in providing and analysing information and planning follow-up activities.
FOR GMS, OBS
1.8 PUBLIC INFORMATION Institutions should publish information about their activities, including programmes, which is clear, accurate, objective, up-to-date and accessible.
Information on institutions’ activities is useful for prospective and current students as well as for graduates, other stakeholders and the public.
GSI PIM
Institutions provide information about their activities, including the programmes they offer and the selection criteria for them, the intended learning results, the qualifications they award, the teaching, learning and assessment procedures used, the pass rates and the learning opportunities available to their students as well as graduate employment information
FOR PIM, GSI
52
ESG Subitem (CONTINUATION table A III. 2) SGGQ-IPVC
Processes
1.9 ON- GOING MONITORING AND PERIODIC REVIEW OF PROGRAMMES
To ensure that they achieve the objectives set for them and respond to the needs of students and society. These reviews should lead to continuous improvement of the programme/study plans. Any action planned or taken as a result, should be communicated to all those concerned. Regular monitoring, review and revision of study programmes should be made.
CRC FOR
1.10 CYCLICAL EXTERNAL QUALITY ASSURANCE Institutions should go through external quality assurance in line with the ESG on a cyclical basis.
The evaluation of the contents of the programs is included: in the light of the latest research in the area, thus ensuring that the program is updated, changes in society's needs, students' workload, progression and completion, effectiveness student evaluation procedures, expectations, needs and satisfaction of the students in relation to the program, the learning environment, the support services and their suitability for the purpose of the program
FOR CRC GMS
Programs are analysed and reviewed regularly, involving students and other stakeholders. The information collected is analyzed and the program is adapted to ensure that it is up-to-date and restatements are published
FOR, CRC PIM
The external evaluation of quality in its various forms allows to verify the effectiveness of internal quality assurance, act as a catalyst to improve and offer the institution new perspectives and provide information to ensure the institution and the public the quality of the institution's activities. Institutions participate in the external quality assurance that takes account, where relevant, of the requirements of the legislative framework in which they operate. Therefore, this external quality assurance may take different forms and focus at different organisational levels (such as programme/course, faculty or institution). Quality assurance is a continuous process that does not end with the external feedback or report or its follow-up process within the institution. Therefore, institutions ensure that the progress made since the last external quality assurance activity is taken into consideration when preparing for the next one.
PGE GMS FOR /CRC
53
QUALITY MANUAL 16th edition ● 2017.12.05
Table Appendix A III.3 - Correspondence between ISO 9001: 2015 requirements and SGGQ-IPVC Processes
SGGQ-IPVC PROCESSES
RE
QU
IRE
ME
NT
S
ISO
900
1:20
15
P
LAN
NIN
G A
ND
ST
RA
TE
GIC
MA
NA
GE
ME
NT
(PG
E)
CO
UR
SE
S D
EV
ELO
PM
EN
T
AN
D R
ES
TR
UC
TU
RA
TIO
N
CR
C)
INT
ER
NA
TIO
NA
L
CO
OP
ER
AT
ION
(CIN
)
ED
UC
AT
ION
(FO
R)
PR
OJE
CT
S M
AN
AG
EM
EN
T
(GP
R)
HU
MA
N R
ES
OU
RC
ES
(RH
U)
AC
AD
EM
IC S
ER
VIC
ES
(AC
A)
SO
CIA
L S
ER
VIC
ES
(A
LI, A
LO,
BO
L, D
ES
, SA
U, C
UL,
EM
P,
BU
S,)
LIB
RA
RY
AN
D A
RC
HIV
E (
BIB
,
EA
R)
LAB
OR
AT
OR
IES
(LA
B)
SU
B-C
ON
TR
AC
TO
RS
AN
D
INF
RA
ST
RU
CT
UR
ES
MA
NA
GE
ME
NT
(GE
I)
EN
VIR
ON
ME
NT
, HY
GIE
NE
AN
D S
AF
ET
Y (A
HS
)
DO
CU
ME
NT
AL
MA
NA
GE
ME
NT
(GD
O)
EC
ON
OM
IC-F
INA
NC
IAL
MA
NA
GE
ME
NT
(A
PR
, CT
E,
PA
T)
INF
OR
MA
TIO
N S
YS
TE
M
MA
NA
GE
ME
NT
(GS
I)
PR
OM
OT
ION
AN
D IM
AG
E
(PIM
)
OB
SE
RV
AT
OR
Y (O
BS
)
SY
ST
EM
MA
NA
GE
ME
NT
AN
D IM
PR
OV
EM
EN
T (G
MS
)
4. QUALITY MANAGEMENT SYSTEM
4.1. X X X 4.2. X X X 4.3. X X 4.4. X X X X X X X X X X X X X X X X X X 5. LIDERSHIP
5.1. X X X X X 5.2. X X 5.3. X 6. PLANNING
6.1. X X X X X X X X X X X X X X X X X X
6.2. X X 6.3 X X
7. SUPPORT
7.1. X X X X X X X X X X X X X X X X X X
7.2. X X X X
7.3. X X
7.4. X X 7.5. X X X 8. OPERATIONALIZATION
8.1. X X X X X X X X X X X X X X X X X X
8.2. X X X X X X X X X X X X X X X
8.3. X X
8.4. X X X X X
8.5. X X X X X X X X X X X X X X X X X
8.6. X X X X X X X X X X X X X X X X X
8.7. X X X X X X X X X X X X X X X X X 9. PERFORMANCE ASSESSMENT
9.1. X X X X X X X X X X X X X X X X X X 9.2. X X X X X X X X X X X X X X X X X X
9.3. X X X X X X X X X X X X X X X X X X 10. IMPROVEMENT
10.1. X X X X X X X X X X X X X X X X X X
10.2. X X X X X X X X X X X X X X X X X X 10.3. X X X X X X X X X X X X X X X X X X
