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ISO / IWA 2 : 2003Requirements
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Quality Management SystemISO / IWA 2 : 2003 Requirements
1. Scope for Educational Organization2. Normative Reference
3. Terms and Definitions in Educational
Organization
4. Quality Management System
5. Management Responsibility
6. Resources Management
7. Product Realization8. Measurement, Analysis and
Improvement
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Quality Management SystemISO / IWA 2 : 2003 Requirements
01. GENERAL.
A curriculum can specify what expected to be Learntand How the Learning is to be Assessed.
However the Curriculum by it self do start ensure
that needs and expectations will be met if deficientprocesses exist in Educational Organization.
The need to prevent these Deficiencies has led to theprovision of this IWA to help Educational Organization
implement Quality Management System that know tobe effective.
Continuing assessment of the Curriculum andEducational Process that support instruction canensure the effectiveness of the Learning process.
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Quality Management SystemISO / IWA 2 : 2003 Requirements
01. GENERAL.
Internal Audit provide verification of the fulfillmentrequirements,
For example : State claims of achievements
The Quality Management System should be thesimplest one that works well. It need only becomprehensive enough to meet the QualityObjectives for Educational Organization
Quality Control is an essential process in a QualityManagement System.
Accurate measurement is not easy when assessingHuman Performance, and Appraisal is usually
conducted during the Educational Products.
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Quality Management SystemISO / IWA 2 : 2003 Requirements
02. Process Approach in Educational Organization
Maintenance of the Working Environment.
Developing, Receiving and Up-dating Study Plans and
Curricula.
Admission and selection of applicants Students education follow-up and Assessment
Final assessment aimed to grant the Student an
Academic Degree, a degree that will be supported by
a Diploma, Acknowledgement, Bachelors Degree orCertificate of Competencies.
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Quality Management SystemISO / IWA 2 : 2003 Requirements
02. Process Approach in Educational Organization
Supported Service for Teaching-Learning process
carried out for the Satisfaction accomplishment of
their Curricula, and support to the Student until
He/she can successes in obtaining His/Her AcademicDegree or Certificate.
Internal and External communication and
Measurement of the Educational Processes.
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1. SCOPE for Educational Organization
This IWA provides guidelines for application of
ISO 9001 : 2000 in the Educational Organization providingEducational Products.
This Guidelines do not add to change or modify therequirements of ISO 9001 : 2000 and are not intended for
use on contracts for conformity Assessment or forCertification.
Example :
Seluruh Fakultas pada Organisasi Pendidikan
Khusus Fakultas Teknik Khusus Lembaga Penelitian
Khusus Jasa Administrasi
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2. NORMATIVE REFERENCE
Refer to ISO 9001 : 2000 Requirements
IWA 2 : 2003, QMS Guidelines for the
Application of ISO 9001: 2000 in Education.
ISO 9000 : 2000, Fundamental and
Vocabulary.
ISO 9004 : 2000, Guidelines for Improvement
Acuan lain :
BAN-DIKTI
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3. TERMS and DEFINITIONSin Educational Organization
For the purpose of this IWA [ International WorkshopAgreements ], the Terms and Definitions given in the
ISO 9000 : 2000 and the following apply.
Example : BAN : Badan Akreditasi Nasional
DIKTI : Pendidikan Tinggi
SAP : Satuan Acara Perkuliahan
SKS : Satuan Kredit Semester
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4. QUALITY MANAGEMENT SYSTEM
4.1. General Requirements in the E.O4.2. Documentation Requirements
4.2.1. General
4.2.2. Documentation in the E.O
4.2.2.1. Quality Manual4.2.2.2. Control of Document in the E.O
4.2.2.3. Control of Record in the E.O
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4.1. General Requirementsin Educational Organization
Due the fundamental character of this clause guidelines
are limited to the following :
a. Educational Organization should define and managethose processes included in the :
- Educational Design,
- Educational Development- Educational Delivery Processes
- Procedures for Implementation and
- Measurement of Results
b. The condition for the acceptance of Educational at thetime of delivery, and
c. Continual Improvement of these processes and provisionof Resources.
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4.1. General Requirementsin Educational Organization
The Educational Organization should define very clearly the
intended Organization to which the purposed Quality
Management System is to apply.
For example :
Is it to be a Department or School within a largerEducational Organization.
An entire Educational Organization or all the EducationalOrganization in a given Government or Local GovernmentDivision.
Establishing the intent will help education to identify who
serves as : Top Management and the nature of system and
processes that have to be understood in Continual
Improvement and Customer satisfaction are to be achieved.
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4.1. General Requirementsin Educational Organization
They will also help to identify what services are delivered
which is essential in the identification and separation of
Customer and other Interest Parties.
An instruction Quality Management System should be
understood in :
Terms of the Curriculum,
A system of Learning Processes,
The Organizational Structure,
Responsibility's,
Processes and
Resources that ensure the Quality of instruction
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4.1. General Requirementsin Educational Organization
The include most activities of the Educational Organization
employees or appropriate Suppliers.
Control of instruction may be exercised during the
following processes :
a. Instructional Needs analysisb. Instructional Design
c. Instructional Development
d. Delivery of Instruction
e. Instructional Evaluation
f. Educational Faculty Organization Development and
g. Operation of Libraries, Workshop and Laboratories.
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4.2. Documentation Requirements
4.2.1. General.
When a planning a Quality Management System, Educational
Organization developing their Quality Manual refer to
ISO/TR 10013 such as, but not limited to :
Terms & Definitions requirements by the Organization. Regulatory & Organization Policies.
Applicable Law & Regulations.
The competencies of Teaching Staff [Educational Provider]
Accreditation & Certification Programmes. Study Plans Curricula.
Competence Programmes, Awareness, Education, Trainingand Up-dating.
Support Services.
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4.2. Documentation Requirements
4.2.2. Documentation in the E.O
4.2.2.1. Quality Manual
The Quality Manual should be describe the scope of the E.O
Quality Management System and interactions of its
Educational and Support processes.
It should include or contain references to all applicable
documented procedures required by ISO 9001 : 2000 and
other criteria upon which the QMS is based.
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4.2. Documentation Requirements
4.2.2.2. Control of Documents in the E.OThe purpose of Document Control is to ensure thatDocuments from QMS are continually update and availablefor use.
To achieve this objective the E.O should establish a
Documented Procedure describing the arrangements : For Editing
Reviewing and
Approving internal Document including their identificationand Revision status
For controlling external Document, mainly relevantRegulation that should be continuously updated.
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4.2. Documentation Requirements
4.2.2.2. Control of Documents in the E.O
Which ensure that Document are available to theOrganizations Personnel and
For Managing and Controlling the Students Legal
Documents for ensure the traceability of Educationalservice and verifying the fulfillment of requirements in theestablished Educational Stages.
Document use to define, and control Instruction andSupport activities should be controlled [ see 7.1 ]
Documents generated internally should be reviewed andapproved for adequacy and Conformity
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4.2. Documentation Requirements
4.2.2.3. Control of Records in the E.O
Students records and Instructional records are typicallymaintained by E.O within the guidelines of Privacyprotection, such as :
Design & Development Report Instructor Certification or Qualification
Impact Evaluation
Students Performance records and Instruction reviews
Evidence of Completion [ Certificate, Credit, Diploma, etc]
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4.2. Documentation Requirements
4.2.2.3. Control of Records in the E.O
Loss, damage or Unsuitable use of Student suppliedmaterials
Complaints
Participation in Research
Prerequisite Skill and
Copyright records or permission to use information
The specific requirements for records within an E.O Quality
Management System are define in clause 5 to 8 byreference to 4.2.4
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5. MANAGEMENT RESPONSIBILITY
5.1. Management Commitment in the E.O.5.2. Customer Focus in the E.O.
5.3. Quality Policy in the E.O
5.4. Planning
5.5. Responsibility, Authority andCommunication.
5.6. Management Review in the Educational
Sector
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5.1. Management Commitment in the E.O
Top Management [ a person or group of people who directs
and Control an Educational Organization at the highestlevel ] should identify the factors with Satisfy the Needsand Expectations of the Customers.
Top Management should ensure that Education
Programmes and Process comply with Legal and Regulatoryrequirements for their Certification or Accreditation
The main Requirements of this clause is that TopManagement identification and show their Commitment toachieve the Development and Continual Improvement ofthe Quality Management System.
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5.1. Management Commitment in the E.O
Some strategies that could be used in Educational
Organization are :
Organization Quality Policy
Communicating the QMS Plan throughout the
Organization. Communication Plan Reviewing and Follow-up
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5.2. Customer Focus in the E.O
The E.O Top Management should identify the Need and
Expectations of its Customers to fulfill them in order tostrive for their Satisfaction.
Needs and Expectations should be identified by taking intoaccount that an E.O has very specific Needs and
Expectations.Therefore, Customers Needs and Expectations should bedefined by the particular E.O
Customer Requirements are often implied, they should bedefined and Documented as Curriculum requirements thatinclude well defined Learning Outcomes and Specifiedperformance indicators, Instructional Design that should bereviewed at the proposal stage, and as a minimum,annually there after to assure that all requirements aremet and are aligned with the Organization Objectives.
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5.3. Quality Policy in the E.O
The Quality Policy should be documented.
The Quality Policy should be consistent with :
Professional Standards
Government Rules & Regulation
Other Policies of the E.OManager should ensure that the Quality Policy is
understand, implemented and maintained by the
Organization.
The E.O Top Management should use the Quality Policy for
Guiding and Learning the decision making of the Personnel
involved in the Continual Improvement of the Educational
process.
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5.4. Planning
5.4.1. QUALITY OBJECTIVES in the E.O
The Quality Objectives should be Measurable and pertinent
to activities and processes of QMS, besides being aligned
with the Organizations Quality Policy.
Quality Objectives, should be integrated in the E.O, over all
Objectives, Support Services, Specifications and include
Performance Measures or Indicators
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5.4. Planning
5.4.2. QMS - PLANNING in the E.O
The QMS Planning should consist of the activities and
resources to achieve the E.O Objectives.
For example : Refer to ISO 9004 : 2000
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5.5.1. Responsibility & Authority in the E.O
The E.O Top Management, should clearly describe the
Organizational Structure, with a focus on the processes.
Which support the development and deployment of QMS.
This should include Responsibility and Authority delegation
per Functional area of the personnel involved in the QMSprocesses.
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5.5.2. Mgt. Representative in the E.O
The E.O should assign a persons the Responsibility for
ensuring that requirements of ISO 9001 : 2000 are met on
an on-going basis and that the guidance provided in this
IWA is being implemented.
This person should know the contents of these Standard andavailable for advice on their implementation.
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5.5.3. Internal Communication in the E.O
The E.O Top Management should ensure that there are
communication processes vertically, at different
organization levels, as well as horizontally, through
different areas and department in order and to share
information related to effectiveness of Quality Management
System.
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5.6. Management Review in the E.O
5.6.1. General
The E.O Top Management should carry out the QMS review
periodically, according to the Organizations needs in order
to Assess the effectiveness in the fulfillment of
requirements and Indicators of the QMS, and should
establish Preventive & Corrective action for identified orpotential Nonconformities.
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5.6. Management Review in the E.O
A review of QMS should include :
The scheduled periodic review of the Instructional
Support system
Customer Satisfaction
Assessment Criteria
Evaluation results and
Documented Improvement
This list is neither exhaustive nor prescriptive.
Records of these reviews should be kept.
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5.6.2. Review Input in the E.O
Input information to Assessment the QMS effectiveness
should consider the Students and/or Customers and also,
for example :
Comparative Studies with other Organization
[ e.g. : Benchmarking ] Status of follow-up action in Graduates and
Proposal for Improvement / Changes
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A review of the QMS should include :
The scheduled periodic review of Educational and
Support processes,
Customer Satisfaction,
Assessment Criteria,
Evaluation results and
Dominative Improvement
This list is neither exhaust nor prescriptive
5.6.2. Review Input in the E.O
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6. RESOURCES MANAGEMENT
6.1. Provision of Resources in the E.O.
6.2. Human Resources in the E.O.
6.2.1. General
6.2.2. Competence, Awareness and
Training in the E.O
6.3. Infrastructure in the E.O.
6.4. Work Environment in the E.O
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6.1. Provision of Resources in the E.O
The Organization providing Educational Services should
establish arrangements for identifying Resources Needs forperformance of the Teaching-Learning process.
The Organization should also ensure availability for
effective functioning of the Quality Management System aswell as providing resources for enhancing Customer
Satisfaction by meeting Customer Requirements.
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6.1. Provision of Resources in the E.O
The Organization should :
Establish information Inputs for detecting the needs for
resources.
Perform resources Planning at a Short, Medium and Long
term.
Carry out the follow-up of verification and Assessment Task
and
Provide the Resources to communicate effectively to
Instruction staff, the administrative staff, employees and
Customers.
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6.2. Human Resources in the E.O
6.2.1. GENERAL.
The E.O should Plan a Personnel System to maintain andImprove the Competence of Teaching and SupportingPersonnel.
Competency may include element such as :
Adaptation of Curricula to Accommodate specific andTechnological changes.
Assessment of Student achievement and OrganizationalEffectiveness based on fulfillment of Educational Goals and
Ensuring Staff Competence for carrying out their functions.
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6.2. Human Resources in the E.O
6.2.1. GENERAL.
Customer need to be assured that the E.O has Qualified
Instructional personnel needed to meet Students
Instructional requirements
Qualification may include : Academic Degrees held by Instructors,
Employment history
Special Course or Certificate and
Service Training,which should be a part of the Quality records
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6.2. Human Resources in the E.O
6.2.2. COMPETENCE, AWARENESS and
TRAINING in the E.O
Top Management should provide Teaching and SupportingStaff with Information on How their Competence,Awareness and Training are aligned with theirResponsibilities, Authorities and Academic Administrationactivities.
Carry out Systematic actions for detecting Competenceneeds by comparing Curricula Requirements with thecurrent Personnel Competence.
Determine the needs for Training, and other activities toclose any Competence gaps.
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6.2.2. COMPETENCE, AWARENESS and
TRAINING in the E.O
Ensure that Teachers operate with the current and
harmonized evaluation criteria and
Keep records of Academic and Administrative Staff
Competence [ see 4.2.2.4 ]
Records should show a periodic review of Training needs
and their Outcome.
6.2. Human Resources in the E.O
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6.3. Infrastructure in the E.O
The E.O should establish arrangements to identify the
Specific Infrastructure and Equipment needs to achieveConformity to Products Requirements.
The Organization should define Responsibilities andAuthorities for carrying out Bidding, Purchase, ReceptionStorage, Safeguarding, Installation, Usage and Maintenance
activities.
The Education Organization should determine programmesfor Planning providing and maintaining the necessaryinfrastructure and for analysing the associated riskregarding People, Security and Hygiene
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6.3. Infrastructure in the E.O
Infrastructure include, when applicable :
Building, Working Space, Class Rooms, Laboratories, Workshops,Libraries, Green Areas.
Associated Service such as :
- Water
- Electric Current with the proper installations- Gases & Fuels including those needs for instrumental
usage.
- Health Services
Equipment for Teaching-Learning process, this includes
accessories, Supplies and Consumables and Support Services such as :
Transport, Bookstore, School items, Cafetaring, Reflectories and
Creches as necessary.
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6.3. Infrastructure in the E.O
If the materials and Facilities to be used in instruction have
not been developed according to this guideline, thenresources should be available which describe the
prerequisites, Objectives, Standards for Assessments,
Instructional.
Strategies, necessary controls and arrangements for all the
materials and facilities used for instruction.
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6.4. Work Environment
An Instruction Plan should require that conditions for
Learning include Safe Classroom, Offices, Laboratories,Dormitories and Common Space, free of Health Hazards and
Physical Distractions.
Supporting Services should reinforce Learning and notinterfere with the Learning process.
Education Organization should consider the Learning
environment and conditions for off Campus's Learning
Environments.
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7. PRODUCT REALIZATION
7.1. Planning of Product Realization in the E.O.
7.2. Customer Related Processes
7.2.1. Determination of Product related
Requirements in the E.O
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7. PRODUCT REALIZATION
7.3. Design and Development in the E.O.
7.3.1. D & D Planning in the E.O7.3.2. D & D Inputs in the E.O
7.3.3. D & D Outputs in the E.O7.3.4. D & D Review in the E.O
7.3.5. D & D Verification in the E.O
7.3.6. D & D Validation in the E.O7.3.7. Control of D & D Changes in the E.O
7.4. Purchasing in the E.O
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7. PRODUCT REALIZATION
7.5. Product and Service Provision.
7.5.1. Control of production & ServiceProvision in the E.O
7.5.2. Validation of processes for productionand service provision in the E.O
7.5.3. Identification & Traceability
in the E.O7.5.4. Customer Property in the E.O
7.5.5. Preservation of Product in the E.
7.6. Control of M & M devices in the E.O
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7.1. Planning of Prod. Rel. In the E.O
Educational Organization should Plan, as a minimum
the different stages of instruction Design,Development, Delivery, Evaluation & Support Servicesactivities, Resources allocation, Evaluation Criteriaand Improvement procedures to achieve the desireresults.
The Organization should Plan the necessary resourcesfor all processes.
In Educational Organizations some processes for
Product realization are :
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7.1. Planning of Prod. Rel. In the E.O
In Educational Organizations some processes for Product
realization are :
Securing accreditation of programs, ProfessionalResources and Post-Graduate Studies.
Providing Library, Audio Visual, Equipment,
Computers and other services. Providing Security, Safety and Civil Protectionservices.
Allocating Classroom, Laboratories, Workshops,Auditorium, Classroom for Ceremonies and
Maintaining Facilities
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7.1. Planning of Prod. Rel. In the E.O
The major instructional processes that should controlled
may include :
Needs Assessments
Instructional Design
Development & Delivery and
Outcome Measurement
The major support processes describes in the ISO 9001
should also be conducted.
The Organization selecting ISO 9001, Control Methods
Developed by Instructors or control committee may beEstablished.
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7.1. Planning of Prod. Rel. In the E.O
The control methods should be part of the
knowledgement review to assure that instructionalspecification are met and that the control methodsare consistent with accepted Quality practices.
Changes in the control methods of these majorprocesses should be documented and the instruction
should be evaluated after by change has taken place.
Observations should be made to verify that controlmethods are effective.
In effective control methods should be modified.
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7.2. Customer Related Processes.
For the most part, Educational Organization provide a
Service that is Intangible, not storable and consumedduring delivery.
Education Organization provide opportunity for
Students to study ensuring Knowledge & practice its
application.
This Organization also have administrative support
systems that help ensure high-grade instruction.
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7.2.1. Determination of product relatedrequirements in the E.O
The Educational Requirements are expressed as
behavior needed to meet Academic, Professional andSocietys Expectation.
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7.3.1. D & D Planning in the E.O
In Designing & Developing the Curriculum Plan, the
Educational Organization should consider entrance to thenext grade to be the exit level from the present grade or
Competence level.
Top Management should consider the Design & Development
of Education for Benefits of Student & other Customers.
Design control activities should be appropriate to the purpose
and duration of the Education
Procedures should ensure that appropriate instructionmaterials match the instruction Requirements.
Calibrated equipment may be needed for some instructionpurposes.
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7.3.1. D & D Planning in the E.O
Since needs Assessments include Student achievement and
Organization effectiveness, this Assessment should includepotential or actual performance requirements to determine :
How instruction can help Students to become Competent.
How new Requirement can be met.
Specific measures of instructional effectiveness and
If skill to be taught match Curricular Requirements
This Assessment should provide information that can be used
in the instruction review process.Where experimental validation of instruction is not permitted,
a peer review process could be adopted.
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7.3.1. D & D Planning in the E.O
A needs analysis report should provide input to the
instructional Design process, describe the results of the needsAssessment and state the goals for Design.
Typically a report should :
State why Training was chosen as the means to improve
performance State any differences between Required & Acquired
performance Gaps that the instruction was Designed tomeet
State how the Gaps are to be met in performance terms
and state the Rationale. Identify the target Student population
Identify Preventive Action.
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7.3.1. D & D Planning in the E.O
Typically a report should :
Specify any changes in instruction activities and
State that all relevant safety and Legislative Regulationsare observer even when not stated in contract, InstructionSpecification or Curriculum.
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7.3.2. D & D Inputs in the E.O
The E.O should identify the Inputs to Design of Curricula.
They should include :
Result of effectiveness of instructional material
Certification, Licenses or Occupational Requirements
Data and Research of Student Learning Capacity The required Competence of Teachers
Pre requisites for Courses and
Difficulty Level Objectives
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7.3.3. D & D Outputs in the E.O
D & D Outputs should, at least, include the following :
Skill and Knowledge to be acquired
Assessment of Performance
Appropriate Instruction Strategies and
Reliable Delivery Media
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7.3.5. D & D Verification in the E.O
Design Verification should be performed in the one or several
stages according to the Design & Development Plan.
The activity could be performed either Internally by any
specialist who has not participated in the Design &
Development verification or Externally
The Design & Development Output stage should match the
Design & Development Input Specification.
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7.3.6. D & D Validation in the E.O
This process is carried out to ensure that Planned Product
Characteristic are met by the resulting Curriculum or Syllabus
Design.
Validation should be performed generally on the final Design
stages among others, Piloting & Certification are acceptedValidation methods.
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7.3.7. Control of D & D Changes in the E.O
In the Education Environment the rapid evolution of
Knowledge leads to periodic Curricula & Syllabus review &
resulting revision.
These changes should be identified, Documented, Authorized,
and Communicated.
The revision of any subject should be include the evaluation of
its effect on the entire Curriculum & Records should be
maintained.
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7.4. Purchasing in the E.O
No guidance is considered necessary [ See ISO 9001:2000 ]
7.4.1. PURCHASING PROCESS.
The Organization shall ensure that purchased product
conforms to specified Purchased Requirements.
The type and extent of control applied to the Supplier and
the Purchased product shall be dependent upon the effect
of the purchased product on subsequent product
realization or the final product.
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7.4. Purchasing in the E.O
7.4.1. PURCHASING PROCESS.
The Organization shall evaluate and select Suppliers based
on their Ability to supply Product in accordance with the
Organizations Requirements.
Criteria for Selection, Evaluation and Re-evaluation shallbe established. Records of the results of evaluation and
any necessary actions arising from the evaluation shall be
maintained.
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7.4. Purchasing in the E.O
7.4.2. PURCHASING INFORMATION.
Purchasing Information shall describe the product to be
Purchased, including where appropriate :
Requirements for approval of product. Procedures,
processes and equipment
Requirements for Qualification of Personnel and
Quality Management System requirements.
The Organization shall ensure the adequacy of Specified
purchased requirements prior to their communication tothe Supplier.
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7.4. Purchasing in the E.O
7.4.3. VERIFICATION OF PURCHASED PRODUCT.
The Organization shall establish and implement theinspection or other activities necessary for ensuring
that purchased product meets specified purchase
requirements.
Where the Organization or its Customer intends to
the perform verification at the Suppliers premises,
the Organization shall state the intended verification
arrangements and methods of product release in the
purchasing information.
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7.5. Control of Production & ServiceProvision in the E.O
Top Management [ Superintendents, Principals, Director,
Faculty Senates, Deans, Vice Presidents, Presidents ] in-cooperation with the Instructors, should identify over all
Topics and Themes of the subject matter to be taught.
Generally accepted methods of Instructions and establishvariants accepted measures for determining compliance
with Learning Objectives
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7.5.1. Control of Production & ServiceProvision in the E.O
The Educational Organization should ensure the control
processes for this. An Educational Organization shouldconsider the following processes, as appropriate :
Selecting & Enrolling Student
Designing Curricula on different subjects
Developing Course catalogues
Allocating Teaching Loads
Providing Practice Manuals for Laboratories & Workshop
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7.5.1. Control of Production & ServiceProvision in the E.O
Developing Course Material
Establishing methods to verify Academic Performance Allocating spaces for Classroom, Cafeteria, Workshop,
Libraries & Other similar space and
Tutoring and Consulting on Vocational opportunities
If a Contract Agreement Requires further support of Student
after completion of their program of Studies, the Organization
should indicate how such support will be given and monitored.
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7.5.1. Control of Production & ServiceProvision in the E.O
A data base should be established to identify the actual
instruction provided, which may include :
Students Course Records
The Course Syllabus
The Learner Group schedule Textbook and Edition
List of Instructors Name
Instructions Material and
Relevant Pre-requisite Knowledge or Experience
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7.5.2. Validation
This clause should be applied when monitoring and
measuring of the Education Services can not be carried outas describes in clause 8.2.3. [ Monitoring & Measurement in
the processes ].
The validation of Learning Processes should include :
D & D Validation result of Curricula or syllabus
Equipment approval & Teachers qualifications
Course Note and Examination papers
Records Data and
Revalidation frequency
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7.5.3. Identification & Traceability in the E.O
Identification and Traceability of relevant information
should include, as necessary :
Curricula, Course, Content unit codes
Student Identification Records
Learner Group Schedules
Text Books/ Notes
Laboratories Equipment and
Research Contract
The on going monitoring and performance status of
Students/ Groups should be identification and recorded.
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7.5.4. Customer Property in the E.O
In the Educational Organization property provided byCustomers/ Students is that provided at the moment ofadmission for Registration or Registration renewal purposesand during the service provision.
Among other documents, there are :
Documents given by Students such as :- Certificate, Diplomas of previous Scholar level,
- Personal ID Documents [ Birth Certificate, ID card ]
- Other similar ones.
Intellectual property agreements
Medical Exams, Studies or Certificates of the Students Exams, Test or Paperwork performed by the Students
Final works, Prototypes Developed and Other
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7.5.4. Customer Property in the E.O
Applications, Records or Documents given by the
Student for his registration or Registration renewal. Records and Documents of the Students Academic
history.
Student/ Customer owned equipment and
Facilities for courses provided at the Customers
premises.
Customer property include items such as :
Textbooks, Workbooks
Case Studies, Special Education provisions
Computer, Software, Art Supplies or
Facilities by Companies that purchase instruction for
employees
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7.5.4. Customer Property in the E.O
As appropriate, Standards and Specifications may be
established for supplied materials to ensure suitability foruse in instruction.
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7.5.5. Preservation of Product in the E.O
The Educational Organization should consider preservingAcademic documents such as :
Syllabus
Curricula and,
Printed or Electronic Materials [ Documents,
Course Notes, Magnetic or Optical Disks,
Computer Programs, Files, etc]
Supplies for Education and/ or Training processes could
also be include, example :
Chemical for Laboratories,
Raw or processed materials for pilot Plants Limited Shift-live products for Teaching purposes or
Research and Development work
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7.5.5. Preservation of Product in the E.O
There may be some limited application of this element in
The ISO 9001:2000 which include : The methods of delivery
How material should be presented to the Student
Equipment that needs to be available [e.g. Video Tape]
For resident Student they may also be services, thatshould be provided such as :
Health
Counseling
Personal Safety
Lodgings
Food Services
Etc.
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7.6. Control of M & M devices in the E.O
To ensure that measurement capability is consistent with the
measurement requirements, Measurement system should beValidated for their Reliability & Utility.
Monitoring & Measurement, should be carried out during
instruction to assurance conformity with the Instruction Plan.
This may include : Student Performance profiles
Assessments of Personnel records
Written Course Assessment
Observations which note whether instruction are followingthe Plan and,
Final Examinations
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8. MEASUREMENT, ANALYSIS and
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IMPROVEMENT
8.1. General Guidance in the E.O.
8.2. Monitoring and Measurement
8.2.1. Customer Satisfaction in the E.O
8.2.2. Internal Audit in the E.O
8.2.3. M & M of Process in the E.O8.2.4. M & M of Product in the E.O
8.3. Control of Nonconforming Product in the
Educational Organization.
8. MEASUREMENT, ANALYSIS and
IMPROVEMENT
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IMPROVEMENT
8.4. Analysis of Data in the E.O.
8.5. Improvement.
8.5.1. Continual Improvement in the E.O
8.5.2. Corrective Action in the E.O
8.5.3. Preventive Action in the E.O
8 1 G l G id i th E O
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8.1. General Guidance in the E.O
The E.O should establish a process for correcting theappropriate information, including :
The identification of information sources Data should beused to ensure the effectiveness of the Teaching/ LearningProcess.
Example :
Include control Graphs Histogram
Pareto Charts
Satisfaction Survey of Customer and
Other Identified Interested Parties
Teaching Methods
Organization Administrative
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8 1 G l G id i th E O
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8.1. General Guidance in the E.O
The measurement process for Education and Supporting
process should be divided into the following steps :
Deciding which measurement will be of value to monitor
Observing and making Qualitative and/ or Quantitativemeasures and
Correcting information into knowledge
8 2 1 Customer Satisfaction in the E O
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8.2.1. Customer Satisfaction in the E.O
The E.O should have reliable methods for Monitoring andMeasuring Customer Satisfaction, Trend indicator of
Customer Satisfaction should be Documented andSupported by Objective evidence.
The Organization should communicate the result ofCustomer Satisfaction at appropriate frequencies to
Interested Parties. Example of Monitoring and Measurement of Customer
Satisfaction include timely answer to complaints,Satisfaction Survey regarding the courtesy of administrativeand Teaching Staff
8 2 2 Internal Audit in the E O
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8.2.2. Internal Audit in the E.O
The E.O should carry out Internal Audit considering aspectrelated to Educational Product, Accreditation and
Certification failures in the Teaching/ Learning Process, theeffectiveness of Teaching methods, Educational Processand Performance of the QMS
The Organization should document the final report of the
Internal Audit.
Example : of aspects to be evaluated are :
Verifying that the Procedures for achievement of
Educational Objectives have been fully implemented.
Verifying that QMS Requirements have been achieved. Verifying that Sufficient Resources have been provided to
achieve Quality Objectives
8 2 2 Internal Audit in the E O
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8.2.2. Internal Audit in the E.O
Quality Records as stated in the QMS
Activities of the Organization Personnel that affect Qualityand
Ensuring that ISO 9001 Requirements are known,implemented and maintained
Note :See ISO 19011 : 2002
8 2 3 M & M of Process in the E O
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8.2.3. M & M of Process in the E.O
The E.O should Measure & Monitor the Process used to Manage
and Deliver the Educational Products.
Measurement should be done at appropriate periods.
Example of the Process that should be monitored include, but
are not limited to :
Administration of Enrolments and Assessments Records Management, and
Educational Programmes
8 2 3 M & M of Process in the E O
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8.2.3. M & M of Process in the E.O
The E.O should document methods used in order to measure
the Process.
Example of methods include :
Comparative analysis
Statistical Methods
Cycle Time, etc.
8 2 4 M & M of Product in the E O
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8.2.4. M & M of Product in the E.O
The E.O should establish and use methods for monitoringEducational Product outcomes in order to maintain
established Educational Process.
For All types of Education, Specific Evaluation Process, suchas Assessments, Test or Examinations, should be used tomeasure the progress toward fulfilling the CurriculumRequirements.
A range of measures from Observation of performance to afull set of examinations may be used.
The result of this evaluation processes should be recorded
and used to demonstrate that the Educational Productsachieved the Planned Objectives.
8.3. Control of Nonconforming Product
in the Educational Organization
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in the Educational Organization
Areas in which Nonconforming can may be found
include, but are not limited to : Training Plan
Teaching Staff and
Student Performance,
Materials and
Services provided for Educational Organization
Where a Nonconformity exist, involving Student participation
in the Educational Process.
8.3. Control of Nonconforming Product
in the Educational Organization
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in the Educational Organization
Student may be, where permitted :
Provided with additional training and permitted to be re-assessed
To continue in the Educational Training programme inaccordance to defined procedures and
Transferred to another study programme
Nonconformity Product may include :
Educational Programmes
Training Plan
Support Materials or Tools
Waiver for Special Programs should be recorded and reviewed
annually.
8.4. Analysis of Data in the E.O
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8.4. Analysis of Data in the E.O
The E.O should collect data for analysis of Performing in
relation to the Requirements of the QMS and EducationalProcess.
Data should be collected from :
Management Review
Teaching and Administrative, also Students [ eg.Competence ]
Product Requirements Review
Educational Program & Training plan Design & Development
Performance & Educational Products Supplier Evaluation
8.4. Analysis of Data in the E.O
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8.4. Analysis of Data in the E.O
Data should be collected from :
Customer and other identification Interested PartySatisfaction Surveys.
Monitoring & Measurement at the beginning, during and atthe end of the Process.
Product Identification
Customers Good and Properties
Performance & Educational Products
Verification & Validation of Methods used for M & M and
Nonconforming Product
8.4. Analysis of Data in the E.O
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8.4. Analysis of Data in the E.O
The E.O should analyse collected data and information making
use of, but not limited to the accepted methods of analysis
and solution of procedures, such as :
Process Conceptual Diagram
Process Diagrams
Flowcharts
Statistical Control Graphs
Pareto Diagram
Cause and Effect Diagram
Output from Internal Audit and
FMEAOnce the analysis is done, in should be used to support a
Continual Improvement through a Corrective and Preventive
Action
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8.5.1. Continual Improvement in the E.O
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p
The improvement process should address :
Customer and other identified Interest Parties Complaints & comment,
Output of Quality Audits,
Retention and
Success Rates
8.5.2. Corrective Action in the E.O
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The E.O should improvement Corrective Actions that are
identified from the cause analysis of non conformities andimprovement opportunities.
Conformities occurring during performance of Educational
process, such as :
Nonconforming Educational Product Non achievement of Educational Objectives
Deviation of Educational Programmes and Plans for the
Training of personnel.
Output Data from Design Review, Verification, Validationand Modification of Educational Product Design &
Development.
8.5.2. Corrective Action in the E.O
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High rate of Drop Out
Customer and Other Identified Interested Party Complaints Out put from Audits and
Nonconformities, Identified in Monitoring & Measurement of
Educational Process and Product.
These Corrective Action should be established and be
appropriate for eliminating the causes of Nonconformities
identified by performed analysis and identified level of risk
Corrective Action should be recorded to ensure their
implementation.
8.5.2. Corrective Action in the E.O
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There should be a Monitoring Procedures for Corrective Action
Including analysis related to root cause, to ensure theireffectiveness in order to avoid the recurrence of the
Nonconformity.
Evaluation should be designed to identified level of risk.Corrective Action should be recorded to ensure their
Implementation.
8.5.2. Corrective Action in the E.O
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These should be a Monitoring Procedures for Corrective
Actions, including analysis related to root causes to ensuretheir effectiveness in order to avoid the recurrence of the
Nonconformity.
Evaluation should be designed to identify root causes beforeCorrective Action is taken
8.5.3. Preventive Action in the E.O
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The E.O should implement Preventive Action that result from
the cause analysis of potential nonconformities of the QMSAnd Educational process data used include :
Information coming from trends, indicator of Teaching and
administrative personnel performance
Achievement of Quality Objectives Cost analysis related to achievement of Quality Objectives
Satisfaction survey from customer & other identified
interest parties and
Outputs from audit & Management Review
8.5.3. Preventive Action in the E.O
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The Preventive Action should be recorded to ensure their
Implementation.
Action resulting from the Preventive Action process should be
documented and communicated to the appropriate areas of
the Organization.
The Learning resulting from the Preventive Action and
Communicated to the whole Organization
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