iso 29990 implementation, webinar 31 may 2012

ISO 29990:2010Defining Quality of Workplace Training & Education

Fuad Sultanov, Ph. D. (Civil Engineering)EPIC College of Technology

Toronto, Canada31 May 2012

Webinar Objectives

1. Review concepts of ISO 29990:2010 standard

2. Benefits of implementation

Benefits of Implementation

learnersTo allow for the most success of

and businesses

in the best efficient way

Synergy of Success

Allo

catio

n of

Re

sour

ces

New

Pro

gram

Dev

elop

men

t

Mar

ketin

g

Bran

ding

Lear

ning

Increased Productivity & Quality of Work

Better Place to Work(Better compensation, Job security,

Career Opportunities)

Employee Success(Better Professional Competencies & Qualifications)

Corporate Success(Increased Revenue, Competitiveness etc.)

Investments $

Expa

ndin

g

Quality Factor

How educational experience of learners could be enhanced?

ProgramsInstruction

Administration

Q

ISO 29990 ConceptsC

hap

ter

3Le

arn

ing

Ser

vice

sC

hap

ter

4M

anag

emen

t of

LS

P

Principles of Adult Education

Principles of Quality Assurance

ISO 29990 Key Processes

Lear

ning

Ser

vice

Pr

ovid

er

Lear

ner

Key Learning Service Processes

Determine Learning Needs

3.1 3.2 3.3 3.4 3.5Design Learning Services

Provide Learning Services

Monitor Delivery of L. Services

Evaluate Learning Services

Interested Parties

Key Quality Processes4.10

4.9

4.8

4.7

4.64.5

4.4

4.3

4.1

4.2 Business Planning

Financial/Risk Management

Resource Management

Internal Audits

Satisfaction / Complaints

Management Review

Communication Management

HR Management

Preventive / Corrective Actions

P D

A C

Continuous Improvement

Document / Record Control

Ch

apte

r 3

Lea

rnin

g S

ervi

ces

Ch

apte

r 4

Man

agem

ent

of L

SP

Process Approach

ProcessInputs Outputs

• Process approach:• Define, manage, improve your processes• Achieve expected results guaranteed

Focus

QualityAssurance

OK

What is process?

Quality Control

Product Test / inspection

OK

Pass

Fail

Quality Assurance

ProcessDefine

• Process Flow• Process Parameters

• Temperature• Pressure• Velocity • Etc.

Product

AchieveQuality

OK

Manage

Always!

QA Standards

ANSI/IACET 1-2007

• Quality Assurance Standard for providers of continuing education

• Allows Approved Providers to issue IACET CEUs (Continuing Education Units)

ISO 29990:2010

• Quality Assurance Standard for providers of learning services

• Employs “process approach”

• Allows for ISO certification

Key Learning Service Processes

3.1 Determining learning needs3.1.2 Needs of interested parties3.1.3 Learning content and process

Key Learning Service Processes

3.1 Determining learning needs

Gap

Establish Learning Objectives and Content

What learners

know and do

Determine Learner Current

QualificationsCredentialsWork ExperienceSpecial NeedsEtc.

What learnersshould

know and do

Determine Requirements of

Interested Parties

Job Ads

Employers/IndustryRegulators/EducatorsSponsorsLearnersEtc.

Key Learning Service Processes

3.2 Design of the learning services3.2.1 Specification of the aims and scope of the learning

services3.2.2 Specification of means of supporting and

monitoring the transfer of learning3.2.3 Curriculum planning

Key Learning Service Processes

3.2 Design of the learning servicesLearning Content

Facilitation Methods

Syllabus / Learning Content

Learning Outcomes

Learner Assessment

Methods

Learning / Teaching Methods

Group Activities

Hands On Praxis

Curriculum

Specify Aims, Scope, Outcomes and Methods of Learning Services

Learning Service Provider

Methods of Learning Transferring

Inte

rest

ed P

artie

s

Regulatory Agencies

Industry

Learners

Sponsors

Determine Means of Supporting, Monitoring and Evaluating the

Transfer of Learning

Communicate

Feedback

Deliver KPD 3.3

3

2

1

Key Learning Service Processes

3.3 Provision of learning services3.3.1 Information and orientation3.3.2 Ensuring availability and accessibility of learning

resources3.3.3 The learning environment

Key Learning Service Processes

3.3 Provision of learning services

Interested Parties

Applicants

Ensure understanding of the Program OutlineSponsors

PPI 3.3a - Lead Prospecting, Admissions and Enrolment

PPI 3.3b – Career Counseling and Interviewing

PPI 3.3c – Prior Learning Assessment and Recognition

Support

Resources Qualified Instructors

Learning Environment

Provide Learning Services

Learners Contract package

Learner Orientation

Program Outline

• Purpose, Format & Content•Learning Outcomes•Career Perspectives•Prerequisites •Assessment Criteria/ Methods•Commitments•Rights & Responsibilities• Qualifications Awarded•Supporting Services•Delivery Schedules•Examination Schedules •Fees: Tuition, Exam, Materials•Payment Schedules

BrochuresPamphletsWebsite

BrochuresPamphletsWebsite

Key Learning Service Processes

3.4 Monitoring the delivery of the learning services

Learners

Determine focus areas, methods, format and frequency

Request/Solicit Feedback

· Course Evaluation Form·Questionnaires·Surveys

Format

· Schedule /send·Follow up / collect·Retain records

Interested Parties

Sponsors

Planning

Complaint Procedure PPI 3.4a

System Improvement Opportunities

Analysis

Corrective Action -

Resolution of Complaints

Immediate Response

Continuous Improvement

Program

DataUnsolicited Feedback

Suggestions

Solicited Feedback

Surveys

Complaint Log

Complaints

Evaluations

Key Learning Service Processes

3.5 Evaluation carried out by learning service providers

3.5.1 Evaluation goals and scope3.5.2 Evaluation of learning3.5.3 Evaluation of the learning service

Key Learning Service Processes

3.5 Evaluation carried out by learning service providers

Evaluation of Learners

Quality Objectives

Define Goals, Scope and Methods of EvaluationPlan, Schedule and Conduct Evaluations

Measure Success

Learners

Max

Achieved Level

Min

Learning Outcomes

Evaluation of Learning Services

Quality Objectives

Max

Achieved Level

MinLearning Outcomes

Measure Effectiveness

Learning Service

Determine Improvement Opportunities

Key Quality Processes

4. Management of the learning service provider4.1 General management requirements

Document Control ProcedureRecord Control Procedure

Key Quality Processes

4. Management of the learning service provider4.2 Strategy and business management

Documented Business Plan Business/Quality Strategies and Objectives Management System Quality Policy

Quality Policy

• EPIC College of Technology is fully committed to professional success of our learners. We, therefore, develop, provide and continuously improve our educational programs so that they satisfy changing needs of the learners, employers and community.

Objectives

• Quality Objectives• Business Objectives

Key Quality Processes

4. Management of the learning service provider4.3 Management review

Management Review Procedure

Key Quality Processes

4. Management of the learning service provider4.4 Preventive actions and corrective actions

Preventive actions and corrective actions

Key Quality Processes

4. Management of the learning service provider4.5 Financial management and risk management

Documented Risk Management System

Key Quality Processes

4. Management of the learning service provider 4.6 Human resources management

4.6.1 Competencies of the LSP's staff and associates4.6.2 Evaluation of LSP competencies, performance

management, and professional developmentDocumented assessments and reviews of staff

Key Quality Processes

4. Management of the learning service provider4.7 Communication management

(internal/external)

Key Quality Processes

4. Management of the learning service provider4.8 Allocation of resources

Key Quality Processes

4. Management of the learning service provider4.9 Internal audits

Internal Audit Procedure

Key Quality Processes

4. Management of the learning service provider4.10 Feedback from interested parties

Implementation of ISO 29990

• Purchase your original copy of ISO 29990:2010 standard• Designate your Quality Management Representative• Establish and document your processes and Quality Management System• Provide learning services in accordance with your established processes• Measure efficiency of your performance and compliance with procedures• Identify opportunities for improvements• Perform Internal Audits/Identify non-conformities• Analyze Internal Audit results• Perform Management Review Meetings• Implement Management Review decisions / changes to your system• Invite a 3rd party Certification Authority (External Audit)• Maintain and continuously improve you Quality Management System

Outcomes

Learner• Enhanced Learning Experience• Stronger professional qualifications• Higher value for the employer

Outcomes

Learning Service Provider• Excellence of Training Programs• Recognition through ISO certification• Vehicle for continuous improvement /optimization• Leadership role in the competitive market

In Conclusion

Re-cap of what we have covered:• Objectives of ISO 29990:2010• Implementation • Outcomes

QA in Education

Thank You!