hc_quality_manual

Issued: April 9, 2009 Revision: Six of 45 © Holland College, 2009

PROFILE OF HOLLAND COLLEGE ................................................................................................. 4

HOLLAND COLLEGE STATEMENT OF MISSION .................................................................... 5

HOLLAND COLLEGE QUALITY POLICY...................................................................................... 5

QUALITY MANAGEMENT SYSTEM ................................................................................................ 6 GENERAL REQUIREMENTS ........................................................................................................................ 6 DOCUMENTATION REQUIREMENTS .......................................................................................................... 6

General (4.2.1) ......................................................................................... 6 Quality Manual (4.2.2) ............................................................................... 7 The Procedures Manual .............................................................................. 7 Control of Documents (4.2.3) ...................................................................... 7 Control of Quality Records (4.2.4) ............................................................... 8

MANAGEMENT RESPONSIBILITY ................................................................................................ 8 MANAGEMENT COMMITMENT (5.1) ........................................................................................................ 8 CUSTOMER FOCUS (5.2) ......................................................................................................................... 9 QUALITY POLICY (5.3) ...........................................................................................................................10 PLANNING (5.4) ......................................................................................................................................11

Quality Objectives (5.4.1) ......................................................................... 11 Quality Management System Planning (5.4.2) ............................................. 13

RESPONSIBILITY, AUTHORITY AND COMMUNICATION (5.5) ...............................................................14 Responsibility and Authority (5.5.1) ........................................................... 14 Management Representative (5.5.2) .......................................................... 14 Internal Communications (5.5.3) ............................................................... 15

MANAGEMENT REVIEW (5.6) .................................................................................................................15 General (5.6.1) ....................................................................................... 15 Review Input (5.6.2) ................................................................................ 16 Review Output (5.6.3).............................................................................. 16

RESOURCE MANAGEMENT (6) .....................................................................................................16 PROVISION OF RESOURCES (6.1) .........................................................................................................16 HUMAN RESOURCES (6.2) .....................................................................................................................16

General (6.2.1) ....................................................................................... 16 Competence, Awareness and Training (6.2.2) ............................................. 17

INFRASTRUCTURE (6.3) .........................................................................................................................18 WORK ENVIRONMENT (6.4) ..................................................................................................................18

PRODUCT REALIZATION (7) ........................................................................................................19 PLANNING OF PRODUCT REALIZATION (7.1) ............................................................ 19

Marketing & Recruitment .......................................................................... 20 Admissions & Registration ........................................................................ 20 Student Exit & Graduation ........................................................................ 21 Provision of Student Support Services ........................................................ 21 Design and Development of Programs and Curriculum.................................. 21 Delivery of Programs................................................................................ 22

CUSTOMER RELATED PROCESSES (7.2) ................................................................. 23 Determination of Requirements Related to the Product (7.2.1) ...................... 23


Review of Requirements Related to the Product (7.2.2) ................................ 24 Customer Communication (7.2.4) .............................................................. 24

DESIGN AND DEVELOPMENT (7.3) ........................................................................................................26 Design and Development Planning (7.3.1) .................................................. 26 Design and Development Inputs (7.3.2) ..................................................... 27 Design and Development Output (7.3.3) .................................................... 27 Design and Development Verification (7.3.5) .............................................. 28 Design and Development Validation (7.3.6) ................................................ 29 Control of Design and Development Changes (7.3.7) ................................... 30

PURCHASING (7.4) .................................................................................................................................30 Purchasing Process (7.4.1) ....................................................................... 30 Purchasing Information (7.4.2) ................................................................. 30 Verification of Purchased Product (7.4.3) .................................................... 31

PRODUCTION AND SERVICE PROVISION (7.5) .....................................................................................31 Control of Production and Service Provision (7.5.1) ...................................... 31 Program/course Planning and Delivery ....................................................... 31 Post-program Processes ........................................................................... 32 Equipment Maintenance and Repair ........................................................... 32 Student Support ...................................................................................... 32 Assessment of Students ........................................................................... 33 Validation of Processes for Production and Service Provision (7.5.2) .............. 33 Student Feedback and Review ................................................................... 34 Identification and Traceability (7.5.3)......................................................... 34 Customer Property (7.5.4) ........................................................................ 34 Preservation of Product (7.5.5) ................................................................. 34

CONTROL OF MONITORING AND MEASURING DEVICES (7.6) ............................................................35 MEASUREMENT, ANALYSIS AND IMPROVEMENT .............................................................36

GENERAL (8.1) .......................................................................................................................................36 MONITORING AND MEASUREMENT (8.2) ..............................................................................................36

Customer/Client Satisfaction (8.2.1) .......................................................... 36 Internal Quality Audits (8.2.2) .................................................................. 36 Monitoring and Measurement Processes (8.2.3) ........................................... 37 Monitoring and Measurement of Product (8.2.4) .......................................... 38

CONTROL OF NONCONFORMING PRODUCT (8.3) .................................................................................38 ANALYSIS OF DATA (8.4) ......................................................................................................................39 IMPROVEMENT (8.5) ...............................................................................................................................39

Continual Improvement (8.5.1) ................................................................. 39 Corrective Action (8.5.2) .......................................................................... 40 Preventive Action (8.5.3) .......................................................................... 41

SUMMARY REFERENCE COMPARISON OF QUALITY MANAGEMENT SYSTEM AND ISO 9001:2000 STANDARD ................................................................................................................................................42


Profile of Holland College ∆ Holland College, Prince Edward Island’s community college, was established in April 1969 under a mandate from the Province and as part of a re-organization of post-secondary education. Since opening its doors in September of that year, its annual student intake has grown from 102 to in excess of 10,000.

The College provides a comprehensive range of full-time and part-time programs, short courses and night classes. College centers are based at Charlottetown, Souris, Montague, Slemon Park, Summerside, Georgetown and Tignish. The College also includes the Atlantic Police Academy located at Slemon Park.

The College has developed close links with numerous organizations and institutions. It has also established academic partnerships with the University of Prince Edward Island and other institutions and organizations both locally and internationally.

The cornerstone of Holland College programs is CBE, Competency-Based Education. CBE is an educational system which emphasizes the specification, learning and demonstration of those competencies - skills and knowledge - that are central to a given career, activity or task.

Among the features that distinguish CBE are the identification of skills by industry and student evaluations based on performance of these skills.

Program areas include business, health, bioscience, media studies, engineering, manufacturing, trades & construction, adult education, tourism, culinary, computing, justice/law enforcement, aircraft and marine studies. In its commitment to providing life-long learning opportunities, the College offers relevant, practical training for its students who are drawn from the Island’s community, other Provinces and beyond.


Holland College Statement of Mission ∆ “Dedicated to excellence in performance, Holland College is committed to providing quality educational opportunities and services that meet or exceed the needs of learners, industry/business and our community.”

Holland College Quality Policy ∆ HOLLAND COLLEGE QUALITY POLICY (BP-60-04)

Holland College will meet its statement of mission by:

• committing to a structured Quality Program that satisfies the requirements as outlined in ISO 9001;

• involving industry/business in both the development and evolution of our training programs and courses;

• ensuring that programs and services are designed and implemented with a commitment to meeting customer requirements;

• ensuring staff are highly qualified through ongoing recruitment, development and training;

• developing and delivering training that emphasizes Competency Based Education principles;

• ensuring that standards are maintained and improved by active monitoring, reviewing and improving all activities;

• ensuring that measurable and realistic quality objectives are established annually, communicated to all staff, and evaluated, reviewed and revised (as needed) on an on-going basis.

The Quality Management System will operate with the following “Permissible Exclusion” to the ISO 9001:2008 standard:

Section 7.6 Control of Monitoring & Measuring Devices

Any monitoring or measuring devices used, are used for the purposes of training. Students are often required to calibrate and adjust these devices as part of their training. The absence of accurately calibrated equipment and devices would not constitute a failure in the process of designing and delivering education/training to students.

Brian McMillan

PRESIDENT


Quality Management System ∆

General Requirements (4.1) The College operates a documented Quality Management System designed to ensure that specified educational, training and support requirements are met. The effectiveness of the Quality Management System is monitored through a process of internal auditing, client feedback and the analysis of that feedback and management review. Feedback from staff, who are integral in the application of the various components of the QMS, alert the Quality Coordinator to potential problems and appropriate and timely revisions are made to correct the deficiency. Areas of nonconformance are addressed by raising corrective action requests and areas of potential nonconformance are addressed by initiating a preventive action request. College may also make suggestions for improving any aspect of the College by submitting an improvement initiative proposal.

Scope

The design and delivery of education and training to students including support services.

Documentation Requirements ∆ (4.2)

General (4.2.1) The College maintains electronic copies of a Quality Manual, Procedures Manual and supporting documentation. These are available to staff at all sites via the College’s website.

The operation of the Quality System is subjected to audit and review in order to monitor, maintain and improve its effectiveness. Quality System documentation is kept abreast of educational and College developments. Measures are taken to ensure continuing compliance whenever the ISO 9001 Standard itself undergoes revision.

The College has established Quality Objectives that are monitored on a continual basis and reviewed annually. The process of monitoring the objectives is one mode by which the College can evaluate the effectiveness of the Quality Management System and to determine if client requirements are being satisfied. The Quality Objectives are included in section 5.4 of this Manual.


Quality Manual (4.2.2) ∆ The Quality Manual is a policy document, containing a summary of how the College addresses the requirements of ISO 9001. It contains the College’s quality policy, and cross-references College procedures to the elements of ISO 9001.

Most staff members have access to the electronic web-based version of the Quality Manual, which is controlled centrally by the Quality Coordinator. Where Web access is not available, paper-based copies of the Quality Manual are made available. A paper-based master copy of the Quality Manual is maintained by the Quality Coordinator, who ensures that the electronic version is kept in alignment with its contents.

Amendments to the Quality Manual are controlled and published by the Quality Coordinator. Changes in content are normally agreed with the functions responsible for their implementation. Paper-based copies of quality documents are uncontrolled documents and as such it is the responsibility of holders of paper-based manuals to incorporate authorized amendments and disposing of obsolete pages.

The Procedures Manual

The Procedures Manual incorporates procedures, information and forms relating to staff activities. Procedures describe educational and student-support processes, including documentary and record-keeping requirements, and identify the functions responsible for their implementation.

Procedures are categorized under six main headings: A. Program Design, Organization and Delivery B. Student Entry and Exit C. Support Services D. Quality Assurance and Strategy E. Human Resources F. Miscellaneous.

Control of Documents (4.2.3) ∆ The College maintains documented procedures (A14, A17 & D04) to control the review, approval, issue, amendment and availability of documentation and data relating to the operation of its Quality Management System. Related Board Policies, Board Regulations and Administrative Regulations are also maintained in a similar fashion. All staff are required to use and refer to current issues of these documents in performing their duties.


Specified documents and data are controlled to ensure that up-to-date information is available and accessible to staff involved in the organization and delivery of courses and programs. Where documents and forms are used within an individual program or program unit, it is controlled internally. All documents issued have an issued date or revision status indicated on the document.

Staff receiving important new or revised documents from external sources are required to make them available to appropriate members of staff, and to ensure that obsolete material is updated, withdrawn or destroyed. If retained, obsolete material is required to be suitably identified to prevent its inadvertent use.

The electronic copies of the Quality Manual and other computer data essential to the operation of the Quality Management System, is backed-up on a regular basis.

Control of Quality Records (4.2.4) ∆ The College maintains such records as are necessary to demonstrate the quality of its provision, compliance with procedures and the effectiveness of the Quality Management System.

Members of staff are responsible for ensuring that the records for which they have responsibility are clearly labelled or otherwise identified, legible and readily retrievable. (D04) Quality records are required to be stored in ways that minimize the risk of their deterioration or loss.

A quality records procedure (D09) lists documents whose retention is necessary for reference purposes and to provide evidence of the Quality Management System's effectiveness. The procedure identifies the confidentiality status and minimum retention time for each record, and the function responsible for its maintenance, storage and disposal.

Where contractually agreed, customers are afforded access to appropriate quality records.

Management Responsibility ∆

Management Commitment (5.1) Members of the Management Executive Committee are committed to the development and implementation of the Quality Management System (QMS) and to continually improving its effectiveness. Management reviews the College's Quality Policy annually. All staff are encouraged to seek ways to continually improve the College's processes and the service provided to clients. In addition to this


commitment by staff, College Management, on an annual basis, identifies organizational quality objectives. These objectives are established based on results of audit findings, the analysis of data generated by various forms of client feedback and management reviews of the quality system.

Quality objectives are communicated by senior management to all levels of the organization. Divisions, departments and individual staff are tasked with identifying methods and processes for achieving quality objectives that are applicable to them and documenting the results. The results of activities undertaken to realize the quality objectives are documented and reviewed by College Management on an ongoing basis.

College Management annually reviews the quality objectives established the previous year with regard to their suitability, adequacy and effectiveness. Each year the quality objectives and the outcomes from the objectives are reviewed. The quality objectives may be continued for the next year, revised, or new objectives may be identified and implemented.

Section 5.4 of this Quality Manual contains the College's most current “Quality Objectives” that have been established and approved by the Management Executive Committee.

Customer Focus (5.2) ∆ College Management is committed to determining that customer (client) requirements are met with the aim of enhancing customer (client) satisfaction. While the primary customer or client of the College is the student, secondary clients are the businesses, organizations, industries and government agencies that hire the graduates.

Programs and courses are designed and developed with input from those secondary clients. Students benefit from receiving education and training that has been developed under those conditions. Clients from all levels, both external and internal, provide feedback regarding the programs, courses and services provided by the College. There are a number of procedures (B01, B02, B03, B09, B12, D01, D02, D03, D05, D11 & D12) that provide processes for gathering and utilizing this feedback. The College in general and individual departments within the College has implemented various processes for monitoring and measuring client satisfaction.

When customized or contract training courses are designed and developed, the requirements of the client are an integral part of that


process (A03 & A16). As an educational institution, the College is aware that students have other needs and there are other factors that may influence their ability to be successful in the program or course they have chosen. To this end, the College provides, through several procedures (C03, C06, C10 & C11) a range of services that includes providing accommodation for students who have a disability, providing a wide range of bursaries and scholarships, accommodations lists and, academic assistance, counselling and other support services. Procedures also provide clients with the opportunity to register complaints (D02) regarding any service provided by the College and for students who may not be satisfied with a decision regarding their academic status, to appeal that decision (A10). Student review meetings with student representatives or groups of students may also be held to address specific concerns or to obtain input with regard to a specific issue or issues (A06).

The College’s website also provides an “Electronic Feedback” submission form that is submitted directly to the Quality Office. Through this form anyone can submit a suggestion, comment, or concern regarding any information or service provided by Holland College. Submissions received are documented and forwarded to the appropriate member of College staff. All complaints received through this means are formally documented as a complaint and handled through Procedure D02.

Quality Policy (5.3) ∆ The College's Quality Policy (Board Policy 60-04) was established by the Management Executive Committee and approved by the Board of Governors. The policy is reviewed annually during a Quality Management Review meeting to ensure it continues to:

a) be appropriate to the purpose of the College;

b) include a commitment to comply with requirements and to improve the effectiveness of the Quality Management System;

c) provide a framework for establishing and reviewing quality objectives;

d) be communicated and understood within the College, and;

e) be suitable.

The Holland College Quality Policy, Board Policy 60-04, states:


Holland College will meet its statement of mission by:

• committing to a structured Quality Program that satisfies the requirements as outlined in ISO 9001;

• involving industry/business in both the development and evolution of our training programs and courses;

• ensuring that programs and services are designed and implemented with a commitment to meeting customer requirements;

• ensuring staff are highly qualified through ongoing recruitment, development and training;

• developing and delivering training that emphasizes Competency Based Education principles;

• ensuring that standards are maintained and improved by active monitoring, reviewing and improving all activities;

• ensuring that measurable and realistic quality objectives are established annually, communicated to all staff, and evaluated, reviewed and revised (as needed) on an on-going basis.

The Quality Management System will operate with the following “Permissible Exclusion” to the ISO 9001:2008 standard:

Section 7.6 Control of Monitoring & Measuring Devices

Any monitoring or measuring devices used, are used for the purposes of training. Students are often required to calibrate and adjust these devices as part of their training. The absence of accurately calibrated equipment and devices would not constitute a failure in the process of designing and delivering education/training to students.

Planning (5.4) ∆

Quality Objectives (5.4.1) College Management annually reviews the quality objectives established the previous year with regard to their suitability, adequacy and effectiveness. Each year the quality objectives and the outcomes from the objectives are reviewed. The quality objectives may be continued for the next year, revised, or new objectives may be identified and implemented.

The following Quality Objectives have been established, reviewed and approved by the Management Executive Committee on April 2, 2008:


Quality Objectives

1) With respect to the following two student survey questions:

• “The overall quality of this program is high.”

• “I would recommend this program to someone I know.”

Objective: all programs to achieve a rating of 80% or higher (80% of students responding have either mildly agreed or strongly agree with this statement.)

(Note: each of the above questions are also reported as Critical Performance Indicators.)

2) With respect to the following two questions on the New Student Survey (yes/no response):

“During my orientation I was provided with information regarding:

• An outline/description of the Program content.

• An outline/description of how I will be assessed (ratings or grades).”

Objective: all programs to received a 80% or better yes response.

3) With respect to the following question on the New Student Survey:

• “I am very satisfied with the whole application and enrollment process.”

Objective: to achieve a rating of 90% or higher (90% of students responding have either agreed or strongly agree with this statement.)

4) With respect to the graduate survey question:

• “How likely would you be to recommend the program you were in to someone you know?”

Objective: to achieve a overall mean satisfaction score of 4.25 or higher.

(Note: Graduate surveys are conducted each year in May on the previous year's graduates. Therefore this objective is being established for the graduate survey conducted in 2005 for the 2004 graduates.)


Quality Management System Planning (5.4.2) ∆ The planning and preparation of education, training and related activities is carried out in accordance with documented procedures. Necessary resources are allocated, and staff training provided, whenever new programs or requirements are introduced.

Quality planning within Holland College is an integral part of several Quality Procedures culminating in the establishing of Quality Objectives. Feedback from our customers (students, industry and the community) via Procedure D01 (Program/Course Monitoring, Evaluation and Review) and the program/course advisory committees (A06), provides a basis for planning within individual programs/courses, departments and the College as a whole.

Procedure D02 (Complaints Procedure) allows the College to respond to real or perceived problems with our service and implement preventive measures to preclude future occurrences.

Management is provided with information regarding program performance and trends via Procedure D11 (Performance Indicators).

Procedure A06 (Program Related Meetings) provides a process for staff, management and industry to review all aspects of a program/course. Industry also plays a vital role in the development of new programs/courses through the occupational analysis process (Procedure A01 - Program & Curriculum Development) and the ongoing review and revision process through annual advisory committee meetings.

One aspect of Procedure D08 (Continual Improvement) is implementing steps to prevent problems from recurring and identifying any problem trends. Sometimes the prevention of a problem or dealing with a negative trend may require a strategic initiative. To facilitate this process the Quality Coordinator presents a summary of data from this Procedure to all scheduled Management Review meetings. (D05)

All the Procedures noted above ultimately feed into the planning process. One Procedure that helps this process is Procedure D05 (Management Review). Management Review meetings give management an overall picture of the College’s Quality System that reveals:

• strong and weak points;

• what we do well and what we can improve on;

• what our customers like and dislike about how we do business;

• whether or not we are meeting our quality objectives.


Management can then identify and integrate issues of a strategic nature into the planning process for the coming year.

The College recognizes that a trained staff is essential to growth and development of the organization. One facet of Procedures E03 (Performance Appraisal), E04 (Staff Training and Development), E06 (Instructional Development) and E14 (Approval & Delivery of Staff Professional Development Courses), identifies the training needs of the organization as a whole, the individual needs of staff members, and includes a strategy for inclusion of training needs in the yearly planning processes.

Changes to the Quality Management System occur after careful planning and consultation with staff and relevant members of management. All procedural changes are approved by the President prior to release. All changes are coordinated by the Quality Coordinator who ensures other relevant documents are updated accordingly to reflect the latest revisions. (D04)

Responsibility, Authority and Communication (5.5) ∆

Responsibility and Authority (5.5.1) The responsibility, authority and interrelation of staff who manage, perform and verify work affecting quality, is described in the Procedures Manual. The duties of key functions are described in Procedure D06 entitled Staff Roles and Responsibilities but quality-related responsibilities are also an integral feature of all other procedures.

Management Representative (5.5.2) ∆ The Quality Coordinator is responsible for the oversight and day-to-day operation of the Quality Management System, and for reporting on its performance to Executive Management. The Quality Coordinator reports to the President. The Senior Executive Assistant is the Management Representative on the Management Executive Committee.

The authority and responsibility of the Quality Coordinator is defined in the Staff Roles and Responsibilities Procedure (D06). The Quality Coordinator's duties can be summarized under the following statements of responsibility:

• for ensuring that processes needed for the Quality Management System are established, implemented and maintained;


• for reporting to the Management Executive Committee on the performance of the Quality Management System and any need for improvement; and

• for promoting an awareness of customer requirements throughout the College.

Internal Communications (5.5.3) Communications channels are established through the use of a College-wide electronic mail system that is accessible to most staff. In those few remote sites where access is not available appropriate steps have been taken to ensure staff are informed via printed format.

A directory of all staff with phone numbers and email addresses is provided on the College’s website.

Administrative Regulations and Operational Procedures have been established to deal with crisis and emergency situations and to ensure that appropriate communication channels have been organized.

Management Review (5.6) ∆

General (5.6.1) Members of the Management Executive Committee (MEC) and other designated personnel meet to review the adequacy and effectiveness of the College’s Quality Management System on an ongoing basis throughout the year. Review meetings are chaired by the President and meeting agenda items over the period of the year cover all the requirements identified in Procedure D05 (Management Review).

A Management Executive Committee meeting may occasionally be designated as a Quality Management Review Meeting, however, regular (generally weekly) MEC meetings often deal with items relating to the Quality Management System. Minutes of MEC meetings are forwarded to the Quality Coordinator on a regular basis. The degree to which the requirements of ISO 9001 and the College quality policy and objectives are being satisfied is reviewed on an annual basis.

Review meetings are minuted, and necessary corrective action, preventive action and improvement are initiated. Summaries of review minutes and other information regarding the effectiveness of the Quality Management System are posted on the College's Quality Website. Any items that are considered to be proprietary or sensitive in nature are excluded.


Review Input (5.6.2) ∆ The input to management review includes information on: (D01, D02, D03, D05, D08, D10, & D11)

a) results of audits;

b) customer feedback;

c) process performance and product conformity;

d) status of preventive and corrective actions;

e) follow-up actions from previous management reviews;

f) changes that could affect the quality management system; and

g) recommendations for improvement.

Review Output (5.6.3) The output from management review includes any decisions and actions related to:

a) improvement of the effectiveness of the quality management system and its processes;

b) improvement of product/service related to customer requirements; and

c) resource needs.

Resource Management (6) ∆

Provision of Resources (6.1) Adequate physical and human resources are provided for managing, performing and verifying activities affecting quality and to enhance customer (client) satisfaction by meeting customer (client) requirements.

Human Resources (6.2)

General (6.2.1) All employees, including members of management, performing work that affects the quality of any service related to the design and delivery of education and training to students including support services, are hired on the basis of appropriate education, training, skills and experience.


Documented procedures have been established for the recruitment of permanent and temporary staff (E01). Verification of candidate qualifications and/or experience normally precedes confirmation of an appointment. Staff orientation, appraisal, training and development are carried out and recorded in accordance with documented procedures (E02, E03, E04, E05, E06, E07, E08, E10, E11, & E14) to ensure that the College:

• employs staff with relevant qualifications and experience; (E01)

• keeps abreast of developments in education and training; (E03, E04, E06, E14)

• enhances and up-dates the skills of its staff; (E03, E04, E06, E14)

• maintains the relevance and appeal of its programs and courses (E06);

• strengthens and improves the service provided to its students and customers.

A college-wide training needs analysis is performed annually, and culminates in the preparation of a College Staff Development Plan (E04, E14). Individual development and training needs are identified through evaluations and performance development reviews (E03 & E04). There is also a separate procedure covering the process of instructional development for instructors across the College (E06).

Staff members are allocated to duties for which they are suitably qualified, trained and/or experienced. Where necessary, appropriate prior or on-the-job training is given.

Competence, Awareness and Training (6.2.2) ∆ Managers within the organization are responsible for ensuring that employees have the necessary competence for the effective and efficient operation of the College. In order to maintain the level of competence required, Managers ensure that employees under their responsibility remain current in the field of expertise for which they are employed and that employees, together with their immediate supervisor, plan their education and training needs in order to maintain the competencies necessary for the position.

Employees essential to the achievement of stated quality objectives are made aware of their role and responsibility towards the achievement of the objectives through their manager. Where necessary, managers organize meetings with employees to determine


the approach that will be taken to meet the relevant objectives (E03 - QF006, QF053, QF059).

The College maintains a training and development file for each employee. A record of the employee's education, skills, experience and training is maintained in this file. All new staff are requested to complete a Professional Development Database Information Form (QF066). Any internal staff training and development provided through the College is tracked by the Admissions Office Student Information System. Staff are asked to retain a record of the external workshops, conferences, seminars, and industry training sessions in their personal portfolio. Staff who complete training, achieve professional recognition, earn a certificate/diploma/degree, etc, are asked to forward this information, along with a copy of any credentials received, to Human Resources. Managers also update their staff files during the annual review process (E03).

Infrastructure (6.3) ∆ The College reviews the requirements for facilities and equipment through the Strategic and Operating Planning and budgeting processes. A Computer Greening Project managed by the Manager of Computer Services annually reviews the currency of computers in the College and provides a process for keeping student computer labs and computers used by individual staff current. This process involves an assessment of what the requirements of all users are and the allocation of more technically advance computers to those areas where they are most needed, and the reallocation of other computers to other areas of the College as needed.

The Computer Services Department maintains the College's computer network system and provides an electronic mail system for all staff and full-time students. (C09) The Department also provides support for a number of general software programs utilized by College staff and students. (C04)

The College also maintains a website that provides information on many aspects of the College including registration information, current marketing information and College job postings. There is also an internal staff website that provides staff with relevant information and links.

Work Environment (6.4) ∆ The College's Board Policies BP-30-04 (Institutional Safety) and BP-40-03 (Health and Wellness) provides direction to members of the College


community for the maintenance of safety awareness in programs and within College facilities and for the promotion of wellness activities.

Administrative Regulation 30-04-1 (Occupational Health & Safety) was constituted to promote safety awareness, to establish Health and Safety Committees or Safety Representatives and to ensure compliance with the Occupational Health & Safety Act of Prince Edward Island.

The Wellness in the Workplace initiative was established to promote physical activity, improve nutrition, and the reduction of stress and smoking. Committees at various centres plan activities and events to encourage staff participation in this program. There is also a Wellness in the Workplace website that promotes various activities and provides wellness related information.

An Employee Assistance Program provides a confidential counselling and information service to employees and their families who seek assistance.

Product Realization (7) ∆

Planning of Product Realization (7.1) The scope of the College's Quality System states: “The design and delivery of education and training to students including support services.”

Product realization then applies to those processes which impact directly on the College's provision of education and training and related student support services. The following processes have been identified as being relevant to supporting product realization:

• Marketing & Recruitment (B01 & B02)

• Admissions & Registration (A16, B03, B09, B10, B12 & B13)

• Student Exit & Graduation (A16, B04, B06, B09, B10 & B12)

• Provision of Student Support Services (C03, C06, C08, C09 & C10)

• Design and Development of Programs and Curriculum (A01, A03, A15 & A16)

• Delivery of Programs (A04, A03, A11, A15, A16 & A18)

• Purchasing of Equipment (C01) (See section 7.4, Purchasing, of this manual)


• Other Support Services (includes Library, Bookstore, computer services (C09) & student finance related services)

Documented procedures, as indicated in parenthesis above, cover some of these processes and those responsible for overseeing the administration of the process ensure that objectives are established and requirements identified.

Marketing & Recruitment ∆:

The process of marketing and recruitment within the College is controlled by Procedures B01 & B02.

Program marketing information is obtained and verified through a defined process involving one or more forms that requires individuals to sign off to verify approval & acceptance of the information. All marketing information is coordinated through the Executive Director of Foundation & Corporate Communications who approves all recruitment related materials.

The process is controlled to ensure that:

• all marketing materials for Holland College are completed in such a manner as to provide accurate, consistent and timely information and convey a positive and attractive image;

• the Registrar, Admissions staff and Marketing staff are provided with accurate, consistent and timely information regarding programs and courses offered by the College;

• Holland College programs and courses are promoted.

Admissions & Registration

Several procedures control the admissions and registration processes. All students registering at the College for the first time are assigned a unique number. This number, referred to as the client number or student ID number is assigned by the Student Information System (SIS) to the individual. The SIS maintains a permanent electronic file for each student and provides a quick reference of the individual’s history with the College.

The process of admitting and registering full-time, part-time and continuing education students into diploma/certificate programs is controlled under Procedure B03 while the registering of all other students is as follows:

• All marine navigation and marine/power engineering related courses offered at or through the Marine Centre under Procedure B12.


• All applications for the Police Science (Cadet) program under Procedure B13.

• In-Service Training courses offered by Atlantic Police Academy under Procedure A16.

• Courses offered through the Adult & Community Education under Procedure B09.

• Block Release courses under Procedure B10.

Student Exit & Graduation ∆

Student exit and graduation processes for students enrolled in any diploma/certificate program are controlled through Procedures B04 and B06. All other student exit processes are controlled through the same procedures noted above under the admission & registration process (A16, B09, B10, B12, & B13).

Provision of Student Support Services ∆ (C03, C06, C07, C08, C09, C10, C11, & C12)

Through various procedures the College makes support services such as Professional Counselling, Career Counselling, Employment Assistance (TCC only) (C03) and Assessment Services (C11) available to students. Each year the Student Services Department advertizes in local newspapers requesting members of the general public who may have accommodations available for students to rent, to submit information for the purposes of developing an accommodations list (C06). This list is made available on the College Website and also to students on request.

A process for establishing, implementing and monitoring agreements for accommodating learners with a disability is provided under Procedure C10. Under this Procedure, applicants to the College may make requests for accommodation to the Registrar, the request is assessed and, if it is deemed appropriate under the Procedure, an Individual Educational Accommodation Agreement (IEAA) is prepared.

Procedure C09 provides a process for enabling and regulating student access to College computing and networking resources and Procedures C07, C08 and C12 detail the requirements regarding College-related student travel and other off campus activities/events involving students.

Design and Development of Programs and Curriculum

Design and development processes are controlled under Procedures A01, A03, A15, & A16 and described under section 7.3 of this manual.


Delivery of Programs ∆

The processes for delivery of programs and courses are controlled under Procedures A04, A03, A11, A15, A16, & A18.

A Curriculum Delivery Plan or equivalent is developed for each diploma/certificate program (A04). The plan, at a minimum provides or describes:

• approved course outlines

• each assessment tool that will be used

• a detailed grading scheme

• where possible, a schedule of classes

• a list of resources, supporting collections and technologies

• each assignment or other learning activity that will be used

• assignment guidelines

• detailed learning plans/lesson plans

• any self-directed learning paths designed for students as they build ongoing expertise in subject matter

• how the curriculum will be delivered;

• a reference to the content of the curriculum and where that information is stored or maintained;

• a progress review schedule.

Records of the status of the delivery plan and the status of individual student progress are kept. Staff who may have to cover for an absent colleague can access these records and the delivery plan. Section 7.5, Production and Service Provision, of this manual provides further details with regards to the delivery of programs.

The process of providing on-the-job training to students enrolled in those diploma/certificate programs where it is required is controlled under Procedure A11. The control and delivery of contract/customized training is controlled by Procedure A03 and the establishment, approval and delivery of Continuing Education Courses, with the exception of summer camps and Block Release courses (B10), is covered by Procedure A15. Separate procedures control delivery processes for adult education courses (A18) and in-service training courses provide by the Atlantic Police Academy.

Purchasing of Equipment Used in Delivery of Education And/or Training (C01) See section 7.4, Purchasing.


Customer Related Processes (7.2) ∆

Determination of Requirements Related to the Product (7.2.1) The College's “product” is the educational programs, courses and services that it provides. The College's primary client, the student, expects:

• the product to meet stated standards and outcomes;

• the product to be current & relevant;

• the product to provide them with the opportunity to receive education & training that will assist them in meeting the requirements of the industry or business of their chosen career;

• any support services to meet or exceed the normal standard for that service;

Educational programs and courses can essentially be divided into two broad types:

• applied degree/diploma/certificate programs;

• continuing education courses.

New applied degree/diploma/certificate programs are subject to approval by the College Board of Governors and Management Executive Committee. Applied degree programs are also subject to the approval of the Minister (A01). Continuing education courses, such as night courses, customized training and contract training (A03, A15 & A16), are subject to authorization by designated managers.

For applied degree/diploma/certificate programs the determination of requirements related to the product is a result of several processes. First and foremost the primary objective of any of the College's programs and courses, is to provide an educational product that is relevant to the applicable industry or business. During the development and delivery of applied degree/diploma/certificate programs this is attained through the contribution by representatives from the related industry/business /government to the occupational analysis and the program advisory committee processes. Factors such as any regulatory requirements are also identified and included in the delivery of the programs. Other requirements, identified and delivered by the College, are part of the normal service of providing post-secondary education to students.

Course outlines are developed for all continuing education courses and outcomes are identified. This information is either included in the marketing information and/or is provided in writing to participants at the start of the course.


Review of Requirements Related to the Product (7.2.2) ∆ The review of requirements related to new applied degree/diploma/certificate programs is conducted through the design and development processes. Programs may also be reviewed by Advisory Committees, the Curriculum Services Department of the College and/or by programs staff on an on-going basis. Formal and informal feedback provided by students, recommendations from business and industry and a desire to keep programs current and relevant, all drive an on-going review process. When program requirements change, a development and implementation plan is developed (A01).

Potential students are made aware of program requirements through various marketing information sources and communications from the Office of the Registrar. Within the first few days of starting their program, new students are provided with orientation sessions (A05) and relevant information relating to their chosen program and the College (A04).

Before any contract or customized training course is finalized (A03, A16), it is reviewed to ensure that:

• customer requirements are clearly defined;

• where the customer will be supplying facilities equipment and/or materials, necessary procedures are followed;

• the College has the capability to deliver the training;

• any differences between initial proposals and final specifications are resolved.

Amendments to existing contracts are formally agreed with customers and communicated to affected parties.

Customer Communication (7.2.4) ∆ Documented procedures have been established to control program and continuing education course marketing (B01), student recruitment (B02), and admissions and registration processes (A16, B03, B08, B09, B12 & B13). All inquiries regarding programs are initially handled by the Admissions Office. Admissions staff may redirect inquiries as appropriate in order to provide customers (clients) with the best response to their inquiry. Some of the smaller centres and the affiliates also have on-site support staff that have been delegated some admissions office functions.

Product requirements are defined through program fact sheets, the College Calendar and the College Website (B01). These sources


provide clients with accurate information regarding programs and courses. This information along with occupational job analysis and course outlines, form the basis for the identification of customer requirements. Student orientation sessions generally provide students with a broad range of information on the College, their program, what is expected of them as students, and the various services provided by the College.

Student feedback, obtained from various surveys and questionnaires provided to students both during the program and after graduating, is also considered in program review and planning. Every continuing education student is given the opportunity to complete a course evaluation and provide comments which in turn feed into planning for subsequent continuing education offerings.

Places in applied degree/diploma/certificate programs are offered to applicants on the basis of established prerequisites and assessment criteria. Applicants, whose application does not meet one or more of the program prerequisites, may be requested to undergo an academic assessment and/or to meet with an Admissions Officer to review their application. Applications from mature applicants, who do not meet normal entry criteria may be considered on an individual basis, provided they meet program specific minimum requirements and satisfy specific conditions. All applicants who have their application rejected are notified by a letter and invited to contact an Admissions Officer. (B03 & B13)

Most students enrolling in courses offered by the Adult and Community Education are required to attend an intake interview. (B09) During the interview the student’s requirements are identified. An individual learning plan is developed during another meeting (A18) in consultation with the student to assist them in meeting their objective. Curriculum requirements for adult education and the Language Instruction for Newcomers to Canada (LINC) programs prescribed by the appropriate government department or agency are reviewed and satisfied on an ongoing basis.

Wherever possible, the College facilitates the transfer of students to other programs if those for which they register prove inappropriate (B04).

Procedures (A04, A18) require learning managers and instructors to review each student's progress at identified intervals, document the review sessions and provide feedback to the student on their progress. Students are also encouraged to discuss any problems they may be experiencing with their learning manager/instructor or other appropriate College staff.


A procedure is also in place to provide a process for establishing, implementing and monitoring agreements for accommodating students with a disability. (C10)

Procedures also provide clients with the opportunity to register complaints (D02) regarding any service provided by the College and for students who may not be satisfied with a decision regarding their academic status, to appeal that decision (A10). Student review meetings with student representatives or groups of students may also be held to address specific concerns or to obtain input with regard to a specific issue or issues (A06).

Design and Development (7.3) ∆

Design and Development Planning (7.3.1) Program and course initiation, design, development and approval processes are carried out in accordance with detailed documents that include a Board Regulation, Administrative Regulations and Quality Procedures (A01, A03, A15, & A16). Applied degree/diploma /certificate programs and continuing education (short/evening) courses are dealt with separately due to their differing levels of complexity. All new programs are subject to approval by the Holland College Board of Governors, the Management Executive Committee and the relevant Executive Director/Director. The process for revision of existing programs is also included in these documents.

Curriculum design and development of applied degree/diploma/certificate programs is overseen by the Curriculum Services Department. Individual program design projects are allocated to and led by specific members of staff, who are responsible for opening a Design and Development File and establishing a Design and Development Plan which at a minimum:

a) provides an overview of the development required;

b) identifies the staff to be involved and their responsibilities;

c) identifies the resources required;

d) includes time frames for various development phases and for overall completion of the development;

e) identifies and describe, including when they will occur, the review, verification and validation processes that will be used;

f) includes time frames for implementation of the revision;

g) for program revisions, identifies how the implementation of the revision will impact on enrolled students and, if applicable, the


next two graduating classes, including the credentials that will be issued.

The design process includes the generation of occupational charts/specifications, learning guides and other supporting material.

Contract/customized training and continuing education courses may be developed to address the general demands of industry or in response to specific requests for contract training. The lead-time for such courses is often short, and this is reflected in the streamlined approach adopted by the design requirements for these courses. A nominated member of staff acts as project coordinator and ensures compliance with design, development and approval requirements.

Design and Development Inputs (7.3.2) ∆ For each program being developed or undergoing a major revision, design input and output requirements are defined, and review, verification and validation activities are performed at appropriate stages, in accordance with the Design and Development Plan. Industry inputs are an important feature of the design process. (A01)

The design and development of the program also considers appropriate College standards regarding program design and development, applicable entrance and pre requisite requirements, and applicable academic, regulatory or other requirements that may be required.

Inputs are reviewed for adequacy to determine if they meet requirements and to ensure they are not in conflict with each other.

Design and Development Output (7.3.3) Design and development outputs for applied degree/diploma/certificate programs normally consist of a DACUM Chart or Occupation Specification, Budget, Course Outlines with outcomes and competencies, Delivery Plan, Instructional Material, and Assessment Criteria. Prior to delivery of the training, the appropriate Executive Director/Director, in consultation with the Curriculum Services Department, ensures the program is sufficiently developed, to permit delivery of the training to the students. During this process the design and development outputs are verified against the inputs.

Also, within three to six months of a new program startup or after a program that has undergone a major revision restarts, the Curriculum Services Department, conducts a formal internal evaluation. (A01)


Design and Development Review (7.3.4) ∆ Preliminary and Final Design reviews and, when necessary, additional intermediate reviews, are specified in the program's Development and Implementation Plan. (A01)

As part of the design review process, outputs are compared with Design input requirements and any necessary action will be taken to address discrepancies. Participants of reviews represent the necessary expertise to perform the review.

All reviews are documented in the form of minutes of meetings which clearly identify actions to be taken, personnel responsible and completion dates for actions.

Annual Advisory Committee (Quality Procedure A06) or equivalent committee meetings review evaluation summaries and other relevant data. The Committee reviews DACUM charts, occupation specifications, course outlines or other program design documents in light of this information and any changes that have occurred in the occupation, and make recommendations regarding revisions.

Recommendations are forwarded to the appropriate Executive Director/Director and the Curriculum Services Department. Depending on the extent of the changes recommended, changes may be able to be implemented within a short time period or a more long term strategy will have to be considered.

Design and Development Verification (7.3.5) ∆ The Curriculum Services Department coordinates the verification and validation of new or revised program development. Verification and validation activities are included in the Development and Implementation Plan.

All verification and validation activities are documented and clearly describe the activity, when it was conducted, what part of the design was involved, what actions, if any, are to be taken, the personnel responsible and any follow-up required.

Verification in the design and development of educational programs may include the following:

• comparing the program to established College standards with regard to program and curriculum development;

• comparing the program to an existing National Standard or accreditation standard;

• having the program, or portions of it, reviewed by industry experts;


• testing all or portions of the program by piloting with a group of students;

• reviewing the curriculum developed to ensure it meets the requirements that were identified by the Advisory Committee;

• reviewing the curriculum developed to determine if the desired outcomes are being met. (This may be accomplished using various tools/checklists developed by the Curriculum Services Department.)

Design and Development Validation (7.3.6) ∆ The process of designing educational programs has two primary objectives:

• to meet the needs of the recipient of the education (the student); and

• to meet the requirements of the industry or business where the student will ultimately work.

Therefore the objective of validating an educational program is to determine if the program is meeting both of these primary objectives. Some validation in the early stages of the design process, such as having an industry advisory group validate the course outlines, may be necessary, while the primary validation occurs during and immediately after the initial program offering. (A01)

Validation may occur through a number of defined processes such as:

• formal internal evaluation by the Curriculum Services Department within three to six months of program startup or restart;

• review by industry/business advisory committees or industry/business experts;

• when the program is required to meet an existing National Standard or an accreditation review by an external body, this may form part of the validation requirements;

• conducting student reviews such as through questionnaires, progress and success reviews, and other feedback mechanisms, on an ongoing basis during the initial offering (this may be a combination of internal reviews by the program Learning Manager/Instructor, Program Manager and/or Curriculum Services Department);

• ongoing evaluation, review and adjustment, when necessary, of curriculum by program Learning Managers/Instructors;


• graduate and employer surveys or other feedback mechanisms.

Control of Design and Development Changes (7.3.7) ∆ Minor changes to curriculum design and delivery are generally part of the day to day program delivery process and are made as required by Learning Managers/Instructors. However, when the need for more significant changes, such as the addition or deletion of courses or significant rewriting of the developed curriculum is indicated by staff or from the results of evaluations, the Curriculum Services Department, the originators of the program design, and/or the Program Advisory Committee will be consulted. Any changes to the design will be reviewed and approved as required by College Regulations before any material is reissued. (A01)

Design changes are formally reviewed, recorded and implemented. A majority of the programs offered by the College are competency-based and occupational analysis and specifications are important outcomes of the design process. Once these documents have been approved, they are subjected to regular review and revision in association with representatives from the relevant industries. Records of changes are maintained by the Curriculum Services Department.

Purchasing (7.4) ∆

Purchasing Process (7.4.1) The purchasing and leasing of equipment with a value over $1000 is controlled through Procedure C01.

All suppliers are designated as Approved Suppliers and remain so unless a reason arises that causes their designation to be reviewed. An Executive Director, Program Manager or other Manager can initiate a review of a supplier's performance and as a result of the review the supplier's status may change to “Non-Approved” or be subject to a six month monitoring period.

Contracts for instructional services are covered through the Collective Agreement between the College and its Faculty.

Purchasing Information (7.4.2) Purchasing documents are required to contain clear descriptions of the goods ordered. Such documents are reviewed and endorsed by an authorized signatory prior to release.

All computer purchases are reviewed and approved by the Manager of Computer Services. Through the Computer Greening Project,


computers are replaced on a rotating basis throughout the College. The supplier of computers is determined through an evaluation process conducted by the Manager of Computer Services.

The tendering process for other major purchases is controlled through normal tendering processes. Contracts signed with suppliers who have been awarded a tender are reviewed and approved. Suppliers who have a “non-approved” designation are not considered during any tendering process.

Verification of Purchased Product (7.4.3) ∆ Delivered goods are checked for correctness against the original purchase order, and examined for damage or faults. Defective items are segregated and/or labelled to prevent their inadvertent use. The originator of the purchase requisition or appropriate designate checks the items received to ensure they are working and are capable of performing the intended function. The originator of the Purchase Requisition, or designate, inspects/tests the equipment for damage or malfunction. Problems with the equipment are reported to the Purchasing Department.

Production and Service Provision (7.5)

Control of Production and Service Provision (7.5.1) The planning, delivery, monitoring and review of programs and courses are controlled in accordance with a comprehensive range of procedures. The Quality Management System also includes, where it is applicable, provision for equipment maintenance and various student support mechanisms.

Program/course Planning and Delivery ∆

A Curriculum Delivery Plan is required for all full-time programs. (A04) For continuing education courses a course outline is prepared. Where appropriate, Planning, Advisory and Review meetings are held.

Program Executive Directors/Program Managers oversee the delivery of all programs and courses. A range of procedures set out requirements for:

• program planning and delivery (A03, A04, A15, A16, A18);

• scheduling of student activities; (A04, A18)

• student orientation (A03, A05, A15, A18);

• reviewing student progress and dealing with concerns (A07);


• dealing with situations of student misconduct (A09);

• program-related meetings, including student review meetings (A06);

• monitoring student attendance (A08, A18);

• on-the-job training (A11).

Post-program Processes

Procedures control student exit and graduation processes, including:

• the issuing of records of achievement, transcripts and diplomas/certificates (B04, B08, B09, B10, B12);

• the processing of requests for transcripts (B07);

• the release of student information (B07);

• the planning of graduations (B06).

Post-course guidance and assistance could also potentially occur as part of contract training, and would be covered by relevant contractual arrangements.

Equipment Maintenance and Repair ∆

Equipment used in the delivery of education and training is suitably maintained to ensure minimum disruption of learning activities. A fault reporting process ensures that unsafe equipment is removed from service and repaired or replaced. (C04)

A computer Help-Desk has been established to provide assistance on hardware and software problems. It also coordinates the reporting of problems with audio-visual equipment. (C04)

A procedure (C02) has been established to control the storage, requisition, issue and return of firearms and ammunition. This procedure complies with the requirements of the Canadian Firearms Act and is overseen by the Executive Director of the Atlantic Police Academy. Weapons and ammunition may only be issued to authorized personnel.

Student Support

Procedures control the provision of support services to students (C03, C05, C06, C10, & C11), including:

• professional counselling;

• career counselling;

• academic assistance services;

• employment assistance;


• student testing and assessment;

• maintenance of an accommodations list;

• accommodating learners with a disability.

Assessment of Students

Students are assessed against established program prerequisites prior to entry to the College as part of the admissions procedure (B03). Applicants to Holland College programs who do not meet academic pre-requisites may be referred by an Admissions Officer to Assessment & Counseling Services for an academic assessment (B03 & C11).

In-program/course assessment methods and schedules are implemented according to the demands of the particular program or course. Student assessments and progress are recorded and regularly reviewed. Students experiencing difficulties may be referred by the College Counsellor for assessment (C11) to Assessment & Counseling Services. An appeals procedure exists for students who are dissatisfied with their ratings or grades.

Validation of Processes for Production and Service Provision (7.5.2) ∆ As noted earlier in 7.2.1 of this document, the College's “product” is the educational programs, courses and services that it provides. Section 7.1 described product realization as applying to those processes which impact directly on the College's provision of education and training and related student support services. The following processes were identified as being relevant to supporting product realization:

• Marketing & Recruitment (B01 & B02)

• Admissions & Registration (A16, B03, B09, B10, B12, B13)

• Student Exit & Graduation (A16, B04, B06, B09, B10 & B12)

• Provision of Student Support Services (C03, C06, C08, C09, C10 & C11)

• Design and Development of Programs and Curriculum (A01, A03, A15 & A16)

• Delivery of Programs (A04, A03, A11, A15, A16 & A18)

• Purchasing of Equipment (C01)

• Other Support Services (includes Library, Bookstore, computer services (C09) & student finance related services)


The output from each of the above processes, with the exception of “Design and Development of Programs and Curriculum”, is verified by monitoring and/or measuring during the delivery of the service. Validation of program design and development is done through various means already described in section 7.3.6 (Design and Development Validation).

The procedures identified next to each of the processes listed above include defined responsibilities for review.

Student Feedback and Review

Student feedback is sought via questionnaires (D01) and student review meetings (A06). The results are analyzed and, where appropriate, acted upon by the staff delivering programs, courses and student services.

Identification and Traceability (7.5.3) ∆ Tracking is achieved via a number of different procedures (A04, A08, A18, B03, B04, B08, B09, B10, & B12), which record:

• student applications, registrations and transfers;

• the status of program/course delivery;

• individual student progress;

• attendance, where this is a requirement;

• exits from courses;

• graduations and the issuing of diplomas/certificates.

Customer Property (7.5.4) ∆ The suitability of facilities or materials (may include intellectual property) provided by customers for incorporation into courses, programs or events is established before any contract is finalized. Such facilities and materials are verified before use, and any damage or loss is reported to the customer. (A12)

Preservation of Product (7.5.5) The conformity of educational programs and the graduation credentials provided by the College is controlled through the Board Policies, Board Regulations, Administrative Regulations and Quality Procedures listed:

• Board Policy 70-02 (Programs and Courses)

• Board Policy 70-03 (College Credentials)


• Board Regulation 70-02-1 (Applied Degree/Diploma/Certificate Programs)

• Board Regulation 70-03-1 (Credentials for Applied Degree, Diploma & Certificate Programs)

• Administrative Regulation 70-02-4 (Articulation Agreements)

• Administrative Regulation 70-02-1 (Development & Approval of Applied Degree, Diploma & Certificate Programs)

• Administrative Regulation 70-03-1 (Graduation Credentials)

• Administrative Regulation 70-03-2 (Continuing Education Certificates

• Quality Procedure A01 (Program & Curriculum Development)

• Quality Procedure A15 (Development, Approval & Delivery of Continuing Education Courses)

• Quality Procedure A03 (Contract/Customize Training)

The recognized official source for all occupational analysis documents, course outlines, program skill lists/charts, profiles, lists of required courses, and pass marks is the Curriculum Services Department. The Curriculum Assistant with this department ensures that any revision to these documents is recorded and that program staff and the Office of the Registrar are kept current.

Appropriate members of Management are responsible for designating individuals to be responsible for development and delivery of continuing education courses, including contract/customized training. These individuals, sometimes in consultation with others in the College, ensure the conformity of these courses to stated standards and/or requirements.

The Office of the Registrar is responsible for ensuring that all applied degree/diploma/certificate program graduation credentials and continuing education certificates meet the official minimum requirements for the program/course and that the credentials presented meet the official College regulations for graduation credentials.

Control of Monitoring and Measuring Devices (7.6) ∆ Permissible exclusion: any monitoring or measuring devices used are used for the purposes of training. Students are often required to calibrate and adjust these devices as part of their training. The absence of accurately calibrated equipment and devices would not


constitute a failure in the process of designing and delivering education/training to students.

Measurement, Analysis and Improvement

General (8.1) ∆ The College uses a range of performance indicators to evaluate the quality and success of each program offered by the College. These indicators are compiled yearly by the Research Analyst from a combination of internally generated statistical data and graduate employment and satisfaction surveys (D01) and a report is prepared and circulated to the Management Executive Committee and the Quality Coordinator. The indicators are used to identify performance trends, and provide a basis for strategic decision-making and improvement. (D11) The indicators are also used to establish Quality Objectives and provide a basis for measurement of the achievement of objectives.

In addition to feedback provided by students and graduates of the College, Industry Advisory Committees and Community Advisory Committees, also provide the College with a valuable source of information regarding programs and courses, the curriculum and the success of graduates. (A06) Minutes of Advisory Committee meetings are recorded and circulated to program staff, various members of College management and the Quality Coordinator.

Internal reviews of programs and curriculum by the Curriculum Services Department and internal quality audits (D10) are used to ensure conformity within the Quality Management System.

Monitoring and Measurement (8.2) ∆

Customer/Client Satisfaction (8.2.1) Client satisfaction is measured through various means identified under section 8.2.3. Processes are in place to ensure information obtained regarding client satisfaction is analyzed and considered in the College's planning processes.

Internal Quality Audits (8.2.2) The operation of the College's Quality Management System is internally audited in order to determine its adequacy and effectiveness, and to verify staff compliance with procedures. (D10)


Auditing and follow-up activities are carried out systematically in accordance with audit plans and a documented procedure. Audits are performed by trained personnel who are independent of the activities being audited. Audit results are recorded and submitted to the Quality Coordinator who communicates the results to those responsible for the areas and activities audited.

Auditees are required to take timely post-audit corrective action. Follow-up audit activities are arranged to verify and record the implementation and effectiveness of corrective action.

The results of quality audits are reviewed by the Quality Coordinator and are an agenda item at management review meetings.

Monitoring and Measurement Processes (8.2.3) ∆ A number of procedures include steps for determining the satisfaction of students registered in both applied degree/diploma/certificate programs and continuing education courses. Students are provided with information regarding the program/course expectations and outcomes either through marketing information or program and course information provided by learning managers and instructors. All students are given an opportunity either during the program or prior to completion of a course to provide feedback through the completion of a program or course evaluation form. (D01)

Students, as well as any individual from the community, can at any time lodge a formal complaint regarding the College or any of the services provided by the College. (D02)

Students who are dissatisfied with a rating, grade or other decision that affects their academic standing may also use one of the appeal processes defined in the procedures (A10).

Students may at any time express any concerns or dissatisfaction to programs staff, student services staff, admissions staff or any administrative staff member. Staff are encouraged to try and solve any student concerns themselves or direct the student to another member of staff who may be more appropriate for a particular concern. Concerns that cannot be resolved by staff are directed to the appropriate member of College Management. (D02)

Student feedback from surveys and questionnaires are reviewed by the College's Research Analyst and College Management. (D01) The Research Analyst makes reports to MEC with regard to any adverse trends. Any adverse trends with regards to customer satisfaction are noted and addressed by the appropriate member of management.


The College's Website also provides a forum for providing feedback regarding the website, the College or any other aspect of the College's operations. Some departments within the College also conduct their own internal reviews and satisfaction surveys to gage both student and staff satisfaction levels.

Monitoring and Measurement of Product (8.2.4) The College's product (design and delivery of education and training to students including support services) is delivered through the processes identified under section 7.1 of this document. Monitoring of these processes is included in the procedures identified and through the Management Review process (D05).

Control of Nonconforming Product (8.3) ∆ When possible, any nonconformity with regard to the provision of service to the College's clients, is dealt with by the staff or management member(s) who are directly involved. Staff are required to identify, document, and take timely action to address problems that fall within the scope of the Quality Management System. Problems that cannot be handled at a particular level are referred upwards. Documented procedures address problems associated with:

• program and course organization and delivery (A04, A15, A16, A18);

• student progress and discipline (A07, A09, A10, A18);

• general administration and services (D02);

• harassment and discrimination (D03);

• purchasing (C01).

Problems may be resolved by:

• suspending, terminating, modifying or repeating certain activities or processes;

• replacing, substituting or withdrawing staff, facilities, materials or accommodation;

• amending documentation or data.

Clients or members of the general public who are experiencing difficulties in resolving a specific nonconformity can bring it to the attention of the Quality Coordinator, a member of senior management or the President. Any member of staff can initiate a Corrective Action Request, CAR (QF001), to address any nonconformance they become aware of.


Any outstanding Corrective Action Requests that have not been addressed within a reasonable time frame are forwarded to the next level of management and eventually to the President if they remain unresolved.

When situations occur that prevent compliance with normal procedural requirements, or that result in a deviation in the way a service is ultimately delivered, the responsible member of staff or management can make a request to the Quality Coordinator that a concession be granted to permit the suspension of normal procedural requirements for that specific occurrence. The Quality Coordinator or designate monitors the concession until it is closed. Records are kept by the Quality Coordinator of all concessions requested, whether they are granted or not. (D07)

Analysis of Data (8.4) ∆ Procedures D01 (Program/Course Monitoring, Evaluation & Review) and D11 (Performance Indicators) provide a process for analysing data gathered through the student feedback and evaluation processes described. The results of the analyses are reported to MEC during Management Review meetings. Information gathered is also used by the Executive Director of Foundation & Corporate Communications in planning future recruitment strategies

Improvement (8.5) ∆

Continual Improvement (8.5.1) Continual improvement of the Quality Management System is inherent in many of the system procedures and processes. Through internal audits, investigations into complaints, users requesting concessions, management review, monitoring of processes, reviews of feedback, corrective and prevention action requests and resulting investigations, improvement initiative proposals, input from Advisory Committees and accrediting bodies, and ongoing diligence on the part of College employees, the QMS is under constant surveillance for ways to improve the delivery of service to the College's clients.

The setting of Quality Objectives tied to the improvement of various factors that are monitored and measured within the QMS provides another vehicle for continual improvement.

Actual and potential student, program, service and related problems, are investigated in accordance with documented procedures (D01, D02, D03 & D08) to identify the action required to prevent their occurrence or recurrence. Student feedback and performance


indicators contribute to the identification of opportunities for improvement and/or remedial action.

Corrective and preventive measures are recorded, and necessary controls are exercised to ensure their effectiveness.

College staff may also initiate an improvement initiative (D08) by completing and submitting a QF200 (Improvement Initiative Proposal). An improvement initiative is an opportunity to improve some aspect of the College.

Formal student and customer complaints are recorded (D02), and investigated by an individual assigned by the President. Complainants are promptly informed of the outcome, including any corrective action taken or proposed.

Records of complaints received by the College, and the results of internal and external quality audits, are reviewed periodically by the Quality Coordinator in order to identify adverse trends. (D05)

Where investigations highlight the need for changes in working practices or documentation, the Quality Coordinator arranges for procedures and other documentation to be revised accordingly.

Corrective Action (8.5.2) ∆ There are, within the Quality Management System, several procedures, listed below, that deal with resolving specific situations or problems that may occur through the delivery of services to clients of the College.

Procedure A02 - Student Accidents & Injuries

Procedure A07 - Academic Progress

Procedure A09 - Student Misconduct

Procedure A10 - Student Appeals

Procedure D02 - Complaints Procedure

Procedure D03 - Harassment & Discrimination Complaints

Procedure F01 - Reporting of Incidents & Staff Workplace Accidents

However, when problems that cannot be dealt with by these procedures or other incidents of nonconformance with Quality System requirements occur, Quality Procedure D08, Continual Improvement, provides a process whereby the nonconformance is documented and action is taken. Under this procedure any factors that are causing, or have the potential to cause, problems within the Quality System are


investigated, and appropriate corrective action is taken. All Corrective Action Requests are forwarded to the Quality Coordinator who generally assigns them to a College employee for action.

Preventive Action (8.5.3) ∆ Whenever a nonconformance, problem or other adverse factor is investigated, preventive, as well as corrective action is sought to help prevent future occurrences of the situation. In some situations the only action that can be taken is preventive. This process is also controlled under Procedure D08. Preventive actions can also be initiated under any one of the other procedures listed in section 8.5.2 above.

Users of the Quality Management System are also encouraged to pass on any comments or suggestions they may have concerning the QMS or any other aspect of College operations that may potentially affect the service provided to the clients of the College to the Quality Coordinator. Suggestions for improvement to any aspect of the College may also be submitted using a QF200 (Improvement Initiative Proposal) (D08).

Internal audit reports (QF002) also include a section where auditors can provide recommendations or make observations for the benefit of those being audited. (D10)


Summary Reference Comparison of Quality Management System and ISO 9001:2000 Standard ∆ ISO 9001 Reference Applicable Quality Procedure, Other College

Document or Process

4 Quality management system

4.1 General requirements Quality Manual

4.2 Documentation requirements

4.2.1 General Quality Manual & Procedures Manual

4.2.2 Quality manual Quality Manual

4.2.3 Control of documents Procedures A14, A17, D04

4.2.4 Control of records Procedures D04, D09

5 Management responsibility

5.1 Management commitment Procedures D05, D06 and the Quality Manual

5.2 Customer focus Procedures A03, A06, A10, A16, B01, B02, B03, B09, B12, B13, C03, C06, C10, C11, D01, D02, D03, D05, D11, D12

5.3 Quality policy Board Policy 60-04, Quality Manual

5.4 Planning

5.4.1 Quality objectives Planning Processes and Procedure D05

5.4.2 Quality management system planning

Quality Manual and Procedures A01, A06, D01, D02, D05, D06, D08, D11, E03, E04, E06 & E14

5.5 Responsibility, authority and communication

5.5.1 Responsibility and authority Procedure D06

5.5.2 Management representative Procedure D06

5.5.3 Internal communication Administrative Regulations & Procedures, College intranet & email system


ISO 9001 Reference Applicable Quality Procedure, Other College Document or Process

5.6 Management review

5.6.1 General Procedure D05

5.6.2 Review input Procedures D01, D02, D03, D05, D08, D10, D11

5.6.3 Review output Procedure D05

6 Resource management

6.1 Provision of resources Strategic Planning, Operational Planning and Budgeting Processes

6.2 Human resources

6.2.1 General Procedures E01, E02, E03, E04, E05, E06, E07, E08, E10, E11, E14

6.2.2 Competence, awareness and training Procedures E03, E04,

6.3 Infrastructure Strategic Planning, Operational Planning, Budgeting, Technology Greening Processes, College Website and Procedures C04, C09

6.4 Work environment Workplace Wellness and Occupational Health & Safety Committees, Board Policies (30-04 & 40-03), Administrative Regulations (30-04-1) and Employee Assistance Program

7 Product realization

7.1 Planning of product realization Procedures A01, A03, A11, A15 , A16, A18, B01, B02, B03, B04, B06, B09, B10, B12, B13, C01, C03, C06, C07, C08, C09, C10, C11, C12

7.2 Customer-related processes

7.2.1 Determination of requirements related to the product

Procedures A01, A03, A15, A16

7.2.2 Review of requirements related to the product

Procedures A01, A03, A04, A05, A15, A16

7.2.3 Customer communication Procedures A04, A06, A10, A16, A18, B01, B02, B03, B04, B08, B09, B12, B13, C10, C11, D02

7.3 Design and development

7.3.1 Design and development planning Procedures A01, A03, A15, A16, Board Regulation 70-02-1 and Administrative Regulations 70-02-1 and 70-02-3



7.3.2 Design and development inputs Procedure A01

7.3.3 Design and development outputs Procedures A01 and Administrative Regulations 70-02-3

7.3.4 Design and development review Procedures A01, A06

7.3.5 Design and development verification Procedures A01, Board Regulation 70-02-1 and Administrative Regulations 70-02-1 and 70-02-3

7.3.6 Design and development validation Procedures A01, Board Regulation 70-02-1 and Administrative Regulations 70-02-1 and 70-02-3

7.3.7 Control of design and development changes

Procedures A01, Board Regulation 70-02-1 and Administrative Regulations 70-02-1 and 70-02-3

7.4 Purchasing

7.4.1 Purchasing process Procedure C01

7.4.2 Purchasing information Procedure C01

7.4.3 Verification of purchased product Procedure C01, E07,

7.5 Production and service provision

7.5.1 Control of production and service provision

Procedures A03, A04, A05, A06, A07, A08, A09, A11, A15, A16, A18, B03, B04, B06, B07, BO8, B09, B10, B12, B13, C02, C03, C04, C06, C10, C11

7.5.2 Validation of processes for production and service provision

Procedures A01, A03, A04, A11, A15, A16, A18, B01, B02, B03, B04, B06, B09, B10, B12, B13, C01, C03, C06, C08, C09, C10, C11

7.5.3 Identification and traceability Procedures A04, A08, A18, B03, B04, B08, B09, B10, B12, B13

7.5.4 Customer property Procedure A12

7.5.5 Preservation of product Procedures A01, A03, A15. Board Policies 70-02 & 70-03. Board Regulations 70-02-1 & 70-03-1. Administrative Regulations 70-02-1, 70-02-3, 70-03-1 & 70-03-2.

7.6 Control of monitoring and measuring devices

Permissible Exclusion

8 Measurement, analysis and improvement



8.1 General Procedures A06, D01, D10, D11

8.2 Monitoring and measurement

8.2.1 Customer satisfaction Procedures A10, D01, D02, Web Site Feedback Form, Library Services Satisfaction Survey

8.2.2 Internal audit Procedure D10

8.2.3 Monitoring and measurement of processes

Procedures A10, D01, D02, Web Site Feedback Form, Library Services Satisfaction Survey

8.2.4 Monitoring and measurement of product Procedure D05. Also see section 7.1

8.3 Control of nonconforming product Procedures A04, A07, A09, A10, A15, A16, A18, C01, D02, D03, D07

8.4 Analysis of data Procedures D01, D11

8.5 Improvement

8.5.1 Continual improvement Procedures D01, D02, D03, D05, D08

8.5.2 Corrective action Procedures A02, A07, A09, A10, D02, D03, D08, F01

8.5.3 Preventive action Procedures A02, A07, A09, A10, D02, D03, D08, D10, F01

hc_quality_manual

Documents

prince edward

atlantic police

management

accurately

quality management

applied degreediplomacertificate

realistic

existing national