manual da qualidade (iso 9001:2015) - €¦ · 3 quality manual 16th edition 2017.12.05 1....
TRANSCRIPT
QUALITY MANUAL 16th edition ● 2017.12.05
QUALITY MANUAL APPROVED BY: Name e signature Date
Authorship
Assessment and Quality Department
2017 / 12 / 05
(Ana Sofia de Sá Gil Rodrigues)
Approval
President of IPVC
2017 / 12 / 05
(Rui Alberto Martins Teixeira)
2
QUALITY MANUAL 16th edition ● 2017.12.05
INDEX
1. PRESENTATION OF THE POLITECHNIC INSTITUTE OF VIANA DO CASTELO ............................. 3
1.1. Description of the Quality Manual .................................................................................................. 3
1.2. Purpose of this Manual .................................................................................................................. 4
1.3. Quality Manual structure ................................................................................................................ 4
1.4. Presentation of the Polytechnic Institute of Viana do Castelo ....................................................... 5
1.5 History ............................................................................................................................................ 6
1.6 Organizational Chart ...................................................................................................................... 9
1.7 IPVC’ Scientific Áreas .................................................................................................................. 10
1.8 Strategic Plan .............................................................................................................................. 11
1.9 Mission ......................................................................................................................................... 11
1.10 Vision ........................................................................................................................................... 11
1.11 Values .......................................................................................................................................... 12
1.12 IPVC Quality Policy ...................................................................................................................... 13
1.13 Quality Assurance Objectives ...................................................................................................... 13
2. MANAGEMENT AND QUALITY ASSURANCE SYSTEM (SGGQ-IPVC) ............................................. 14
2.1. Context ......................................................................................................................................... 14
2.2. Exclusions .................................................................................................................................... 14
2.3. Context of the organization and its stakeholders......................................................................... 14
2.4. Process Approach ....................................................................................................................... 15
2.5. Processes Map ............................................................................................................................ 16
2.6. Planning, Operationalization, Evaluation and Improvement ........................................................ 17
2.7. Quality Assurance Operational Framework ................................................................................. 19
2.8. Organizational Chart of IPVC’s Management and Quality Assurance System ........................... 23
2.9. Documental Structure .................................................................................................................. 24
2.10. List of SGGQ Documents (https://on.ipvc.pt/) ............................................................................. 25
2.11. Relationship between SGGQ-IPVC Processes and SC Presidency, UO and UF ....................... 29
2.12. Relationship between Processes and Bodies, Services and IPVC Offices ................................. 30
Appendix I: Indicators Map ....................................................................................................................... 32
Appendix II: Survey Map ........................................................................................................................... 44
Appendix III: SGGQ-IPVC References (based in A3ES and ESG) ........................................................ 48
3
QUALITY MANUAL 16th edition ● 2017.12.05
1. PRESENTATION OF THE POLITECHNIC INSTITUTE OF VIANA DO CASTELO
1.1. Description of the Quality Manual
1.1.1. Record of the Previous Editions:
Edition Date Modification Cause
1 2006.09.05 Footnote modification; Rectification of the legislation related to the creation of the UO/Services; Modification of the Mission, Vision, Policy and Goals; Modification of the organizational chart; Reorganization of the processes; Context changing
2 2008.02.15 Introduction of Strategic Plan reference; Modification of the point 2.4: List of the Documents; changes on the point 3.3
3 2008.09.08 Introduction of the GEI process, modification of point 2.2 Exclusions
4 2008.10.31 Modifications on the point 2.4: List of Documents; Changes resulting from new statuses and context alteration; inclusion of the PGE process
5 2009.10.30 Context’s modification (Master Degrees extension); Modification of the documentation related to various processes
6 2010.02.08 Restructuring of the Processes (Strategic Management); Inclusion of GGQ and GAQ; Alteration of the documentation related to various processes
7 2010.11.15 Modification of the documentation related to various processes
8 2010.12.10 Modification of the documentation related to various processes; Inclusion of a new Department created at IPVC; updating of the points 1.2, 1.5 (PE and PQ) and 1.6 (Organizational Charts); Change the SGQ to SGGQ
9 2011.11.04 Modification of the index and various processes documentation; Modification of PE reference (2011-2014) and adjustment of Mission, Vision, Values; revision of Quality Structure; updating ot the context (specifying SAS processes)
10 2012.01.05 Modification of the index and various Processes documentation
11 2014.01.27 Review of the index, 2.4 (Processes Documentation) and 3.3 chart
12 2015.11.06
Modification of the index and reference to the Strategic Plan (IPVC 1519), Mission, Vision and Values, Goals of SGGQ-IPVC and their reach; extending the context (news SAS sub processes: CUL/DES/SAL/EM/BUS); clarification of stakeholders and relationship between IPVC Processes and Institutions and between processes and A3ES/ESG-2015
13 2016.04.07 Modification of the Process Map of SGGQ – IPVC
14 2016.12.22 Modification of the documentation related to various processes; update concerning the A3ES documentation
15 2017.03.31 Modification of the documentation related to various processes, update concerning the A3ES documentation and ISO 9001:2015 transition
16 2017.12.05 Modification of the Process Map of SGGQ – IPVC; modification of the indicators map; modification of the survey map.
4
QUALITY MANUAL 16th edition ● 2017.12.05
1.2. Purpose of this Manual
This Quality Manual (QM) has the following objectives:
o Present the Polytechnic Institute of Viana do Castelo (IPVC)
o Communicate the IPVC Quality Assurance Policy and the structure of its Management and
Quality Assurance System (SGGQ-IPVC), organized by Processes, respective Procedures
and printed forms;
o Present and describe the SGGQ-IPVC to the IPVC community (internal and external);
demonstrate its compliance with the reference Standards and with the legal requirements,
statutory, regulatory and with the internally defined procedures; demonstrate the compliance
with control and verification requirements, associated with the Accreditation of Study Cycles
dimension and with SGGQ-IPVC Certification; and contribute to the transparency functions
and to the Internal Quality Assurance System continuous improvement.
1.3. Quality Manual structure
The QM is prepared by the Assessment and Quality Department (GAQ) and approved by the
Presidency. This is evidenced by signature of the respective responsible on the first page. It is issued in a
format according to this page.
The header mentions the edition number and the elaboration date.
In the footnote of each page (except the first) is indicated the page number and total of pages.
The QM is reviewed whenever any change occurs that makes it inappropriate, framed in regulatory or
regulatory review, as in an improvement or correction action. Proposals for revising the QM can be made
by any interested party and are directed to the GAQ which reviews and implements any changes, if
applicable.
Any change to the QM content requires the emission of a new edition, with the respective number
increased by one. The first issue of the document corresponds to the edition 1 (one).
The QM publication is held at the IPVC Institutional website (Quality area-SGGQ-IPVC), at the Virtual
Desk-office (SGQ.IPVC.PT) and at ON.IPVC (https://on.ipvc.pt in SGGQ/Quality Management section) in
which this one is available for consultation, being its updating is guaranteed by GAQ whenever there are
revisions to this.
There’s only one controlled copy that is assigned to GAQ.
5
QUALITY MANUAL 16th edition ● 2017.12.05
1.4. Presentation of the Polytechnic Institute of Viana do Castelo
This Manual describes the Management and Quality Assurance System of the POLYTECHNIC
INSTITUTE OF VIANA DO CASTELO (SGGQ-IPVC) as well as the processes that incorporates and that
aim to the implementation of IPVC Quality Assurance Policy.
The implemented SGGQ-IPVC is based on:
o Management Requirements of the NP EN ISO 9001:2015 Standard;
o European Standards and Guidelines for quality assurance in higher education (ESG-Standards
and Guidelines for Quality Assurance in the European Higher Education Area, ENQA);
o Guidelines for the Self-Assessment of the running Study Cycles (ACEF), of A3ES;
o Guidelines for Request of Prior Accreditation of New Study Programmes (PAPNCE), of A3ES;
o Guidelines for Special Request for Accreditation Renewal of Non-Aligned Study Cycles (PERA),
of A3ES;
o Auditing Process Manual (V1.2., oct. 2016), SIGQ benchmarks (oct. 2016) and the Guidelines for
Self-Assessments-Auditing of Internal Quality Assurance Systems, of A3ES;
o Institutional Assessment Process (Jan.2017);
o In order to ensure the quality of the study cycle and also the desired level of satisfaction to the
provided services to the community, this Manual presents the processes and procedures adopted
by IPVC under the SGGQ, being for this one, a reference document.
6
QUALITY MANUAL 16th edition ● 2017.12.05
1.5 History
The IPVC is a Public Higher Education Institution created through the Decree-Law nr. 380/80 of
August 16th. It is a legal entity governed by public law, granted with statutory, administrative, financial and
patrimonial autonomy. Its Statutes had been homologated by Normative Dispatch nr. 7/2009 of January
26th, published in the D.R. of February 6th of 2009. The IPVC presents, internally, a set of regulations that
guide the multiplicity of Organic Units (UO), Functional Units (UF) and Bodies that constitute it. The IPVC
integrates 6 UOs oriented to educational projects - the Higher Schools - and 3 UF - Social Services (SAS);
Library; Technology, Innovation and Knowledge Transfer Unit - OTIC (the latter two in implementation as
UF). The IPVC Central Services (SC) are in charge of ensuring the institutional coordination of personnel,
patrimonial, administrative, financial, global planning and technical support activities.
Schools are governed by its own statutes; they are legal entities of public law, endowed with scientific
and pedagogical autonomy and have their own Governing Bodies: Director, Pedagogical Council,
Coordination Course/ Course Commission. The Technical-Scientific Council of IPVC has, in each school,
a Technical-Scientific Commission with the purpose of prepare and support the work of the Technical-
Scientific Council, in them competencies can be delegated.
The referred Organic Units are:
7
QUALITY MANUAL 16th edition ● 2017.12.05
SCHOOL OF EDUCATION [ESE]
Created by Decree-Law nr. 513-T/79, 12/26
AGRÁRIAN SCHOOL
[ESA]
Created by Decree-Law nr. 46/85, 11/22
SCHOOL OF TECHNOLOGY AND MANAGEMENT
[ESTG]
Created by Decree-Law nr. nº 46/85, 11/22
SCHOOL OF HEALTH
[ESS]
It was reconverted to Higher School of Nursing by the Ordinance nr. 821/89, 9/15.
Renamed Higher School of Health by the new statutes of IPVC.
SCHOOL OF BUSINESS SCIENCES
[ESCE]
Created by Decree-Law nr. 264/99, 07/14
SCHOOL OF SPORTS AND LEISURE
[ESDL]
Created by the General Council of the Polytechnic Institute of Viana do Castelo on May 3rd of 2011 under the article nr. 59 of Law 62/2007 of September 10th (in Regime Jurídico das Instituições de Ensino Superior). The authorization for functioning was on May 11th of 2011 by the Order of Ministry of Science, Technology and Higher Education.
8
QUALITY MANUAL 16th edition ● 2017.12.05
The IPVC has also the Social Services (SAS-IPVC) a
functional unit with administrative and financial autonomy, that
had began its activity in April 1994, although already since
1987 the students of the IPVC have been benefit of
scholarships and social support..
According to Decree-Law 129/93 from April 22nd and in the organic regulation of Social Services, the
implementation of the policy of IPVC Social Action is ensured by the provision of services in the following
services:
Direct Support:
o Scholarships;
o Emergency assistance.
Indirect Support:
o Access to food and accommodation;
o Access to health services;
o Support for cultural and sport activities;
o Access to other educational supports.
9
QUALITY MANUAL 16th edition ● 2017.12.05
1.6 Organizational Chart
Student Federation Students’ Association of
Schools
Academic Council
Student Ombusman
Management Council
Functional Units Social Services; OTIC (to initiate); Library (to initiate)
Scie
nti
fic-T
ech
nic
al
Co
un
cil
Scientific Areas
Disciplinary groups
Services
Directorate for Strategic Planning and Development (to initiate); Directorate for Administrative and Financial Services; Directorate for IT Services; Technical Services Division; Academic Services Division; Human Resources Division; Dispatches and Archive Services Assessment and Quality Department; Legal Department (to initiate); Mobility and International Cooperation Department; Communication and Image Department; Internal Audit Department (to initiate) Presidency Secretariat.
Research
Units
Administrator
Schools Executive Board
Pedagogical Council Course Coordination
Front-Desk Courses Secretarial Support Executive Board Secretariat
Laboratories
IPVC
General Council
President
The description of the functions of the Institutional Bodies, Offices
and Services within this Organization Chart, is according to the
IPVCs’ Statutes and the corresponding Organic, Functional and
Research Units by IPVCs’ President Dispach’s.
10
QUALITY MANUAL 16th edition ● 2017.12.05
The IPVC is organized in 8 Scientific Areas (which are subdivided into several disciplinary groups), cross the 6
UO’s.
1.7 IPVC’ Scientific Áreas
SCHOOLS
11
QUALITY MANUAL 16th edition ● 2017.12.05
1.8 Strategic Plan
IPVC has defined a Strategic Plan for the 2015-2019 period, in which are defined the guidelines that
are the base for SGGQ-IPVC (since February 2016).
The Strategic Plan is posted on an exclusive website, http://planoestrategico.ipvc.pt/, in order to allow
its global dissemination to the community.
The new Strategic Plan 2015-2019 (IPVC1519), approved at the General Council (CG) on October
14th of 2015, in accordance with IPVC Statutes was submitted to the CG until 6 months after the
President took office, on March 5th of 2015.
After approval of the IPVC1519, a 2 months period takes place to incorporate the CG's
recommendations and define the Plans of Action for each objective of the approved IPCV1519.
Considering this process, during the year of 2015, the SGGQ-IPVC still kept the objectives of the Strategic
Plan 2010-2014 as the strategic guidelines.
As follows, a summary of the Mission and Vision is presented as part of the IPVC1519 Strategic Plan
and the Quality Policy defined by the IPVC Presidency .
1.9 Mission
The Polytechnic Institute of Viana do Castelo is a public higher education institution serving the
development of the person and society, which creates and shares knowledge, science, technology and
culture. It promotes the integral formation of students throughout life, combining teaching with research, in
a proactive attitude of permanent innovation, cooperation and commitment, focused on the development
of the region and the country, and internationalization.
1.10 Vision
The IPVC is an innovative and proactive institution known for the quality of its organizational and
governance models.
Based on a diversified, innovative, professional, global and versatile training offer, fully articulated with
applied research and in permanent commitment to the region and the country.
It is a dynamic community, centered on the promotion of human potential and that through
collaborative networks, encourages entrepreneurship with a view to employability, in a logic of value
creation.
It is an institution committed to internationalization through knowledge sharing, training, mobility and
project development, being recognized in international cooperation, in particular with the Community of
Portuguese Speaking Countries.
12
QUALITY MANUAL 16th edition ● 2017.12.05
VALUES
EQUITY
JUSTICE
FREEDOM
LOYALTY
RESPECT
SOLIDARITY
CIVILITY
ETHICS
HONESTY
QUALITY
TEAM WORK
TRANSPARENCY
ORGANIZATION AND FUNCTIONING
BEHAVIOR
RELATIONS LAW
1.11 Values
13
QUALITY MANUAL 16th edition ● 2017.12.05
1.12 IPVC Quality Policy
The Presidency compromises to:
o Maintain an adequate Strategic Planning at all levels of the directive structure and commitment to
the institutional leadership;
o Maintain an attitude of permanent attention, encouragement and support to the Management and
Quality Assurance System (SGGQ) because it considers a crucial element for the fulfillment of it’s
Mission, its sustainability and development;
o Maintain constant attention to the needs and expectations of the internal and external agents of the
IPVC Community with a view to achieving high levels of satisfaction and harmony with the aims
and objectives of the Region and the Country;
o Motivate and engages, through a systematic participation, all agents (internal and external) in the
dynamization of the SGGQ;
o Ensure the necessary conditions to achieve the objectives defined in the SGGQ, in particular those
related to quality assurance and accreditation of study cycles;
o Develop and maintain a strategy for the continuous improvement of the quality of the training
offered in a practice of applied research and that enables a progressive level of competences for
the provision of services of greater value with a view to the economic and social valorization of
knowledge;
o Strengthen the conditions for the support of a policy and practice of applied research which results
in the production of the necessary knowledge which is transferred and that ensures the innovation
of the business and social environment, a process from which an investment return should be
obtained;
o Ensure the essential support processes for a greater fairness in the access and frequency to higher
education;
o Ensure adequate promotion and recognition of the SGGQ within the IPVC Community,
communicate clearly its purpose, considering the centrality of the students and quality assurance of
education and its improvement;
o Fulfill all the legal applicable requirements, regulations and standards.
1.13 Quality Assurance Objectives
Based on the Strategic Plan and the Quality Policy, IPVC’s Quality Objectives are set annually, which
are described and planned in its own document, to ensure its objective assessment. For each process,
are defined goals, with associated indicators and targets, which are assumed as specific/operational
Quality Objectives of each process. Each one also has an Improvement Plan, reviewed at least annually,
with actions, goals, managers and implementation deadlines.
14
QUALITY MANUAL 16th edition ● 2017.12.05
2. MANAGEMENT AND QUALITY ASSURANCE SYSTEM (SGGQ-IPVC)
2.1. Context
Higher education in the scientific areas taught in the Schools such as the School of Education,
Agrarian School, School of Technology and Management, School of Health, School of Business Sciences
and School of Sports and Leisure. Social Services (Accommodation, Food, Scholarships, Culture, Sports,
Health, Employment, Academic BUS). Other responsibilities include preparation and development of
studies and projects.
2.2. Exclusions
Not applicable.
2.3. Context of the organization and its stakeholders
The IPVC determines the external and internal issues relevant to its purpose and its strategic orientation and which affect the ability to achieve the objectives. The planning and development of the SGGQ of the Institution are conducted on the principles of continuous improvement, according to the following scheme.
The responsibility for Quality is not only of the Quality Team, but shared by all IPVC’s
collaborators, while involving the students and alumni, as well as external partners, which
together constitute the IPVC COMMUNITY. Other relevant stakeholders are the guardianship,
regulators, trade unions, customers of services.
Quality Assurance of Study Programs, IDI and
provided Services
Monitoring, Measurement, Analysis,
Evaluation, Improvement and
Innovation
Requirements Fulfillment, needs and
expetations
Resources
Management
Accountability and
Reliability Skills
Development
IPVC’s context and
its stockholders
TRAINING; INVESTIGATION,
DEVELOPMENT AND SERVICES
STAFF
STUDENTS, PARTNERS / ALUMNI,
SUPPLIERS, GUARDIANSHIP, REGULATORS / EVALUATORS
TOP MANAGEMENT (Lidership and Strategic
Planning)
15
QUALITY MANUAL 16th edition ● 2017.12.05
2.4. Process Approach
The approach and processes description were carried out based on the "Process Map" model where:
o The inputs and outputs of each process
o The main activities associated with each process
o The functions that perform and / or participate in each of the activities
o The documents and / or means that are necessary for the execution of each activity
o The records produced in the execution of each activity (when applicable)
o The process performance indicators (Appendix I: Indicator Map)
o The improvement plan
The Management and Quality Assurance System is understood as a set of processes that interact and
interrelate with each other (see chapter 3.2).
The purpose of this methodology of process approach is to provide a framework to evaluate its
performance through appropriate indicators that measure the achievement of objectives.
The follow-up of these indicators is carried out regularly in order to continuously improve the efficiency and
effectiveness of the processes and consequently of the organization.
The processes identified and described according to this methodology were grouped into four types:
I. Strategic Management Processes - policies and institutional development processes definition -
Process of Planning and Strategic Management, as well as the processes of Creation and
Restructuring of Courses and International Cooperation;
II. Value Chain Process - Process directly related to Training (Teaching & Learning) of graduated
courses (CTeSP, 1st and 2nd Cycle); Research and Community Service and Long-life and
Specialized Training.
III. Support Processes - Processes that support the Training process and guarantee the Institution
operation, in particular the people but also the infrastructures and work environment, knowledge
management, information systems and communication;
IV. Measurement, Analysis, Evaluation and Improvement Process - verify the compliance of the
system with regulatory frameworks and legal and regulatory requirements, assess performance,
including the assessment of stakeholders (Appendix I: Map of Indicators and Appendix II: Map of
Surveys) their effectiveness and efficiency and contribute to continuous improvement.
16
QUALITY MANUAL 16th edition ● 2017.12.05
2.5. Processes Map
See Table Appendix III.1, 2 and 3 - Correspondence between A3ES References, European Standard
Guidelines (ESG, 2015), ISO 9001: 2015 requirements and SGGQ-IPVC Processes
17
QUALITY MANUAL 16th edition ● 2017.12.05
2.6. Planning, Operationalization, Evaluation and Improvement
Considering the organizational context, the stakeholders, a risk-based thinking and the opportunities,
the process Strategic Planning and Management (PGE) has as its fundamental activity the elaboration
of the Strategic Plan (see chapter 1.8) and annually the Plans and Activity Reports. This process, in close
connection with the System Management and Improvement Process (GMS), ensures the organization
of the SGGQ-IPVC and the implementation, monitoring and review of the policy for quality and its effective
translation in the SGGQ, including its annual review (See diagram 2.6.1, p.18). The consultation process,
including surveys of stakeholders (see Appendix I), performance indicators (see Appendix II) and internal
and external audits are monitoring and core evaluation activities, allowing to check the effectiveness of
internal quality assurance, act as a booster to improvement and provide the IPVC with new perspectives
and information to ensure the institution and the public the quality of IPVC activities.
The management of partnerships (regional and national) for Training and Applied Research (Project
Management Process), together with the internationalization strategy, including the mobility of students
and collaborators (International Cooperation Process), constitute the support for the implementation of the
Cooperation with society IPVC policy.
Also at the strategic level, the Process for Course Creation and Restructuring (CRC), manages the
creation of new courses or the review of the existing ones, based on a periodic evaluation of the training
offer, by listening to interested parties to detect needs and opportunities, in particular the regional training
needs and the potential for employability, the available resources, opportunities for partnerships with other
HEIs (in particular from the APNOR) but also considering its competitors.
The Education process (FOR) ensures the planning of the school year, implementation, monitoring,
analysis and evaluation of teaching activities and satisfaction of students with a view to continuous
improvement and innovation of teaching & learning, involving in this process all organs and relevant
stakeholders. The focus of the Training Quality Assurance is the Curricular Units (UC), which constitute
the Curriculum Unit, seeking a continuous commitment of students and teachers, at the level of each UC,
course coordination (CC), Disciplinary Groups (DG), Where UCs and teachers are allocated), Pedagogical
Councils and Pedagogical Councils (CP) of the OU, and at the central level, the CTC and the Presidency,
in particular in the allocation of resources (annual definition of the training offer, Teaching Service, among
others) .
From UC monitoring and evaluation results a UC report (RUC), which is used by the CC in preparing
the Annual Course Report (RAC). The information of the RACs and the Annual Process Reports (RAP) is
integrated in the Annual Balance Sheets of the OUs, these being added to the System Review (see
diagram 2.6.1, page 18).
Thus, the structure of the SGGQ-IPVC, with successive levels of Evaluation: from UC to the course,
through IDI & T (Project Management Process), International Cooperation and Support Resources and
Services (Support Processes) to meta-evaluation Substantive of the GSGQ, allows its Periodic Review
(see diagram 2.6.1, p.18)
18
QUALITY MANUAL 16th edition ● 2017.12.05
2.6.1. Schedule Planning and Balance, Reporting and System Review
19
QUALITY MANUAL 16th edition ● 2017.12.05
2.7. Quality Assurance Operational Framework
The functional model of IPVCs’ Management and Quality Assurance System (SGGQ-IPVC) is based
on a structure with a coordinating center, and members selected by the IPVC Central Services (SC),
Organic Units (UO) and Functional Unit-SAS, namely:
o IPVC Top Management – Pro-President for Quality and Quality Institutional Manager (GIQ-
IPVC)
o IPVC’s Assessment and Quality Department - Coordinated by GIQ-IPVC;
o Quality Department of SC/UO/UF, formed by Quality Managers (GQ) of SC/UO/UF;
o Process’ Coordinating Group – Coordinated by the Process Institutional Manager (GIP) which
includes the Process Managers (GP).
1. The Assessment and Quality Department (GAQ), coordinated by the IPVC-GIP, incorporates the
Quality Managers of SC/UO/UF and has the following assignments:
1.1. Coordinating, promoting and revising the SGGQ in IPVC;
1.2. Preparing the institutional documents of the SGGQ, including the Quality Manual;
1.3. Preparing the IPVC’s Annual Quality Programmes;
1.4. Preparing the IPVC’s Annual Audit Programmes as well as ensuring its implementation;
1.5. Preparing the SGGQs’ Annual Revision, by the Top Management (based on Balance Sheets of
SC/UO/UF and Annual Reports of Process and Programmes);
1.6. Reporting to the Top Management the performance of the SGGQ and any improvement need;
1.7. Coordinating the administrative process of assessment/accreditation of the graduated and master
study cycles, of the CTeSP and of the lifelong learning/specialized training;
1.8. Coordinating, together with the Top Management, the definition of responsibilities, resources,
methodologies, and deadlines for improvements’ implementation and innovations resulting from
System Revision;
1.9. Cooperating with IPVC’s Top Management and Human Resources Division to analyse the necessity
for internal training activities.
20
QUALITY MANUAL 16th edition ● 2017.12.05
2. The Quality Department of SC/UO/UF is coordinated by the Quality Manager(s) of SC/UO/SAS,
incorporates the process managers of the SC/UO/SAS and has the following assignments:
2.1. To coordinate, promote and guarantee the revision and improvement of the SGGQ in the SC / UO
/ UF;
2.2. Analyse the inputs for the system review and prepare the Annual Quality Balance of its Unit;
2.3. Analyse the complaints, non-conformities and improvement suggestions of the processes of the
respective unit;
2.4. Conducting corrective and preventive actions to be implemented;
2.5. Coordinate with Process Managers the processes of the respective Unit;
2.6. To collaborate in the evaluation process / accreditation of the studies cycles of the respective
School and of the lifelong learning/specialized training;
3. The Processes Coordination Groups covers all SGGQ-IPVC processes and have the purpose of
articulating the processes in the SC / UO / UF, aiming at standardization of procedures whenever
possible, identification of best practices and continuous improvement of those.
Each group is composed of SC / UO / UF process managers, as applicable. Each team has a
coordinator (Institutional Process Manager-GIP), meets periodically (whenever justified, at least
quarterly) and has the responsibility of managing the respective process. It responds by complying
with the matrix, analyses the indicators that concern it, analyses the documents related to the process
and proposes to management bodies solutions to improve its services.
In addition to the Institutional Process Manager-GIP, the mission of convening and guaranteeing,
logistically, the operation of the group, as well as transmit or receive information from the Office of
Evaluation and Quality.
4. IPVC’s Institutional Quality Manager, appointed by IPVC’s President as Pro-President for the
Quality, has the following assignments:
4.1. Coordination of IPVC’s Assessment and Quality Department - Implement maintain and promote the
SGGQ-IPVC;
4.2. Coordinate the elaboration, approval, alteration and distribution of the documents of the SGGQ;
21
QUALITY MANUAL 16th edition ● 2017.12.05
4.3. Ensure the adequate updating and use of the SGGQ-IPVC management platform;
4.4. Plan, convene and conduct periodic meetings of the IPVC Evaluation and Quality Office;
4.5. Prepare the annual System Audit Program and ensure its implementation;
4.6. Propose specific information or training actions or in areas that determine Quality according to the
diagnosed needs;
4.7. Verify the follow up of the occurrences and collaborate in the actions proposal;
4.8. Coordinate the SGGQ-IPVC annual review;
4.9. Support the Top Management in the Institution strategic planning and management;
4.10. To coordinate the administrative process of accreditation of the cycles of studies and of the
lifelong learning/specialized training and certification of the SGGQ;
4.11. Ensure communication with evaluation / accreditation bodies and the certifiers.
5. The Quality Managers (GQ) of SC/UO/UF, nominated by the President, UO’s Directors and SAS’s
Administrator respectively, have the following assignments:
5.1. Collaborate in the accomplishment of the Quality Manual defined regulations ;
5.2. Collaborate in planning and making of quality audits;
5.3. Analyse and revising the Processes’ monitoring indicators of each Unit;
5.4. Analyse and monitor the Processes Improvement Plans of each Unit;
5.5. Suggest specific informational/training activities or at any important areas for the Quality depending
on the analysed needs;
5.6. Verify the follow up of occurrences and collaborate in the actions of improvement proposals
(including correction, corrective and preventive activities);
5.7. Prepare each Unit’s Quality Report;
5.8. Collaborate in the process of assessment/accreditation of the study cycles and continuous
education of each Unit, and of SGGQ’s certification.
22
QUALITY MANUAL 16th edition ● 2017.12.05
6. The Process Managers are divided in two types:
NOTE: GIP / GP associated with Bodies and Services, are inherently responsible for these bodies and
services.
6.1. Institutional Process Managers (GIP), assigned by IPVC’s President and Institutional Quality
Manager, have the following assignments:
6.1.1. Develop/revise the respective process maps, procedures, work instructions and printed
documents together with others involved in the activities, always reporting to the Assessment
and Quality Department;
6.1.2. Monitor the implementation of the process and its continuous improvement, following the actions
contained in the Improvement Plans and informing the Institutional Quality Manager (GIQ);
6.1.3. Plan, request and conduct the regular reunions with Process Managers;
6.1.4. Monitor the process analyses indicators, according to the needed frequency and informing the
GIQ;
6.1.5. Collaborate in the Process and/or SGGQ internal audits. To verify the follow-up of occurrences
and to collaborate in the proposal of actions to treat risks and opportunities, associated to the
process including improvement actions and corrective actions;
6.1.6. Develop Process Annual Report.
6.2. SC/UO/UF Process Managers, assigned by SC/UO/UF Quality Manager, have the following
functions:
6.2.1. Collaborate with GIP in the elaboration / review of the process map, procedures, working
instructions and associated forms, of the SC / UO / UF, with the collaboration of other involved in the
activities, informing the respective Quality Manager;
6.2.2. Implement the process and collaborate in its continuous improvement, analysing the actions
included in the Improvement Plans and occurrence register;
6.2.3. Collect, process and analyse data from process indicators;
6.2.4. Propose specific information or training actions or in areas that are decisive for the Process
according to the diagnosed training needs;
6.2.5. Collaborate in conducting internal audits of the Process and / or SGGQ;
6.2.6. Collaborate on the follow-up of registered occurrences
NOTE: GIP / GP associated with Bodies and Services, are inherently responsible for these bodies and
services.
23
QUALITY MANUAL 16th edition ● 2017.12.05
2.8. Organizational Chart of IPVC’s Management and Quality Assurance System
The IPVC’s Institutional Quality Manager and SC/UO/UF Quality Managers are assigned to:
o Ensure that are established, implemented and improved the necessary processes for the
efficient functioning of the GSPQ-IPVC, ensuring that all requirements applicable to teaching
& learning quality assurance are considered for the institution's study cycles, support services,
R&D+I and the services provision;
o Assess the performance of the System with definition of performance indicators (Appendix I:
Map of Indicators), including stakeholder survey results (Appendix I: Indicator Map) with
annual Meta-Assessment (Review resulting from successive levels of evaluation From the
Course, Processes, Services and Schools to the System as a whole) and any improvement
needs identified by the stakeholders, including recommendations and conditions of external
evaluation / accreditation bodies;
o Ensure that the entire organization is aware of the need to comply with stakeholder
requirements.
IPVC Quality and Assessment
Department
Quality Department
of SC
Quality Department
of SAS
Quality Department
of ESA
Quality Department
of ESDL
Quality Department
of ESE
Quality Department
of ESS
Quality Department
of ESTG
Processes’ Coordinating Groups (GIP and GP of each UO/SC/SAS, when appropriate)
Top Management
Representative
Quality Department
of ESCE
24
QUALITY MANUAL 16th edition ● 2017.12.05
2.9. Documental Structure
The Management and Quality Assurance System documents are organized in the following way:
QUALITY MANUAL
PROCESSES MAP (OBJECTIVES, ACTIVITIES AND
INTERVENERS, ASSOCIATED DOCUMENTATION, INDICATORS AND IMPROVEMENT PLANS)
INFORMATION MAINTAINED (PROCEDURES AND WORK INSTRUCTIONS)
INFORMATION RETAINED (PRINTED DOCUMENTS)
25
QUALITY MANUAL 16th edition ● 2017.12.05
2.10. List of SGGQ Documents (https://on.ipvc.pt/)
PROCESS Subprocess RELATED DOCUMENTS
SC ESA ESE ESCE ESDL ESS ESTG SAS
STRATEGIC
MANAGEMENT
PLANNING AND
STRATEGIC
MANAGEMENT
(PGE)
- Process Matrix: PGE - Procedures and Work Instrutions: Elaboração do PE, Plano Estratégico; Plano de Atividades; Relatório de Atividades - Printed Documents: Proposta de Atividades a integrar PA, Descrição de Atividades a integrar RA, Elaboração do PE, Plano de Ações do PE
INTERNATIONAL
COOPERATION
(CIN)
- Process Matrix: CIN - Procedures and Work Instrutions: Estágios Internacionais para Diplomados, Mobilidade de Docentes e Não Docentes, Mobilidade de Alunos, Estabelecimento de Parcerias, Mobilidade de Alunos em Espaço Lusófono. - Printed Documents: Inter-institutional agreement , Learning Agreement, Changes to Original Learning Agreement, Learning Agreement for Traineeships, Transcript of Records, Contrato
ERASMUS+, mobilidade para estudos e/ou estágio/recibo; Confirmation of Arrival / Departure for International Students, Letter of Acceptance, Ficha de candidatura Erasmus Guide Friend, Application Form for Erasmus Students Accommodation, Certificate of Attendance and Evaluation for Work Placements, Proposta de plano de equivalências / alteração ao plano de equivalências, Letter of Acceptance for Teaching and Staff Training Exchange, Confirmation of Teaching and Staff Training Exchange, Staff Mobility for Teaching Mobility Agreement; Staff Mobility for Training Mobility Agreement, Contrato ERASMUS+ Mobilidade de Pessoal para
missões de ensino; Contrato ERASMUS+ Mobilidade de Pessoal para formação, Ficha de Aluno, Acordo de Aprendizagem, Relatório Final.EACEA EC, Documentos da Agência Nacional http://internacional.ipvc.pt/ http://help.ipvc.pt/doku.php?id=internacional_erasmus
(Accommodation, food and other services such as Sports Center, Health Office)
COURSES
DEVELOPMENT
AND
RESTRUCTURATION (CRC)
- Process Matrix: CRC - Procedures and Work Instrutions: Eleição para a Presidência do CTC para o biénio 2016-2018, Distribuição de Serviço Docente e Contratações para o ano letivo 2015- 2016, Distribuição de Serviço Docente para o ano letivo 2015-2016, Alocação das UC’s dos CTESP às Áreas Científicas e Grupos Disciplinares do IPVC, Datas de submissão ao CTC de propostas de Criação e Restruturação de Cursos, Suspensão e Extinção de Cursos, Reestruturação de Cursos, Criação de Cursos - Printed Documents: Proposta de Criação ou Reestruturação de Cursos; Guiões da A3ES e DGES; Atas CTC-IPVC
(Analysis needs of support services)
EDUCATION (FOR)
(PGE activity and Formative Supply evaluation; DSD and CRC)
- Mapa do Processo FOR - Procedures and Work Instrutions: Procedimentos/Instruções de trabalho: Identificação de Necessidades, Elaboração de horários, Criação e Revisão de Programa de Unidade Curricular, Planeamento de Outras Atividades do Curso, Atividade Letiva, Calendarização das avaliações, Atendimento aos Estudantes, Atividades de Estágio/Ensino, Clínico/IPP/PES/Projeto/Dissertação, Avaliação do Curso. - Printed Documents: Identificação de Necessidades Físicas (salas/espaços pedagógicos, laboratórios), Mapa de Vigilâncias, Curricular Unit Program, Programa da Unidade Curricular-Português, Mapa de Assiduidade, Mapa de Assiduidade (Ensinos Clínicos, Estágios e PES), Mapa de Assiduidade Estágios CTeSP, Calendarização Avaliação Contínua, Calendarização Avaliações Finais, Mapa Distribuição Estudantes em Estágio, Ficha de Orientador Estágio, Plano de Trabalho Estágios CTeSP, Caracterização da Entidade Promotora de Estágio, Training - Evaluation Form (External Supervisor), Estágio Final - Avaliação do Orientador Externo, Relatório da Unidade Curricular, Relatório Anual de Curso, Relatório Anual de Curso (Público) Plataforma Moodle http://elearning.ipvc.pt/ ; on.ipvc.pt (atividade letiva, DSD), Manual da Plataforma da Distribuição de Serviço Docente
Connection with Scholarship disapproval and impact; Health Office by the signaling of students who, through the control of attendance / disapproval are signaled as potential abandonment.
PROJECTS MANAGEMENT (GPR)
- Process Matrix: GPR - Procedures and Work Instrutions: Procedimento para Projetos Financiados, Procedimento para Projetos não Financiados, Procedimento para Projetos de Prestação de Serviços, Procedimento geral para a realização de ações de formação especializada. - Printed Documents: Pedido de Colaboração à OTIC, Informação de Encerramento, Proposta de Operacionalização, Ideia de Projeto Financiado, Ficha de Levantamento de Competências, Proposta de Prestação de Serviços. Formulários de candidatura, Regulamento do Programa Financiador, Termo de Aceitação/Contrato/Protocolo; Pedido de Reembolso/Saldo final (Ligação a Processo FOR por uso de Procedures and Work Instrutions para Formação especializada e continua (quando aplicável)) http://portal.ipvc.pt/portal/page/portal/otic
(SAS funded projects follow the GPR Procedures and Work Instructions and OTIC support and follow-up);
HUMAN RESOURCES (RHU)
- Process Matrix: RHU - Procedures and Work Instrutions Recrutamento e avaliação do desempenho do pessoal docente, Recrutamento e avaliação de desempenho do pessoal não docente, Formação Contínua – Docentes, Remunerações, Abonos e Benefícios Sociais – Docentes, Atribuição das Ajudas de Custo e Transporte. - Printed Documents: Proposta de Abertura de Concurso para Pessoal Docente, Proposta de Contratação de Pessoal Docente, Diagnóstico de Necessidades de Formação, Relação de Necessidades de Formação, Pedido de Formação, Plano de Formação, Avaliação da Eficácia da Formação, Registo de presenças e sumários, Declaração de Presença em Formação, Identificação de Necessidades de atualização Pedagógica (Pessoal Docente), Licença para férias, Mapa de Férias, Justificação de ausência ao serviço, Participação de Retorno ao Serviço, Adesão à ADSE, Registo de recibos ADSE, Proposta de serviço de horas extraordinárias, Acolhimento e Formação no Posto de Trabalho, Formação Avançada, Ficha Biográfica, Declaração de tempo integral / Acumulação, Declaração de incompatibilidades impedimentos e escusa, Pedido de deslocação em serviço, Trabalho Normal Noturno, Boletim Itinerário, Abertura de Processo Individual. http://www.ipvc.pt/recursos-humanos ; Guia Apoio/manual Utilizador-Bolsa Recrutamento-http://help.ipvc.pt/doku.php?id=bolsa_recrutamento Manual de Acolhimento Colaboradores IPVC, Manual de Funções
26
QUALITY MANUAL 16th edition ● 2017.12.05
2.10. (continuation) List of SGGQ Documents (https://on.ipvc.pt/)
PROCESS Subprocess RELATED DOCUMENTS
SC ESA ESE ESCE ESDL ESS ESTG SAS
ACADEMIC SERVICES (ACA)
- Process Matrix ACA - Procedures and Work Instrutions/Instruções Trabalho: Plano de Estudos, Candidaturas, Matrículas e Inscrições, Estatutos Especiais, Reconhecimento de Equivalências, Classificações ou Assiduidade, Bolsas de Mérito e Prémios -, Declarações, Certidões ou Certificados e Cartas de Curso, Tratamento de Dados, Reconhecimento grau académico estrangeiro, Tratamento de Pedidos de Anulação de Matrícula/Inscrição, Entrega de dissertação, trabalho de projeto ou relatório de estágio, nos cursos de Mestrado - Printed Documents: Boletim de Candidatura - Reingresso, Transferência e Mudança de Curso, Boletim de Candidatura - Concursos Especiais, Boletim de Candidatura - Curso de Especialização Tecnológica, Boletim de Candidatura - Pós-Licenciatura, Pós-Graduação e Mestrado, Provas Especialmente Adequadas Destinadas a Avaliar a Capacidade para a Frequência dos Cursos Superiores do IPVC dos Maiores de 23 Anos, Provas de Ingresso Específicas dos Titulares de CET e dos Titulares de CTeSP, Regimes de Reingresso, Regimes de Mudança de Par Instituição/Curso, Regimes de Concursos Especiais Candidatos com aproveitamento às provas para os Maiores de 23 anos, Regimes de Concursos Especiais Titulares de um Diploma de Especialização Tecnológica (CET), Regimes de Concursos Especiais Titulares de um Diploma de Técnico Superior Profissional (CTeSP), Regimes de Concursos Especiais Titulares de Cursos Médios e Superiores, Inscrição em Prova de Acesso a Candidatura CTeSP; Concursos Especiais: Detentores de CET/CTeSP; Acesso Mestrado; outros, Boletim de Matricula ou Inscrição, Requerimento para anulação de matrícula/reembolso/redução de propinas, Boletim de Inscrição em Exames, Boletim de Inscrição a Unidades Curriculares - Extracurriculares - Isoladas, Autorização de débito direto, Boletim de Inscrição Extraordinária a Unidades Curriculares, Boletim de Estatutos Especiais, Declaração de Presença em Avaliação, Boletim de dispensa de frequência às aulas, Boletim de Relevação ou Justificação de Faltas, Boletim de Correção de Pautas, Boletim de Revisão de Prova Portal de Serviços Académicos netP@; http://www.ipvc.pt/servicos-academicos
Saúde para acompanhamento de situações sinalizadas de abandono; (Connection with process: Scholarship and with Health Office for follow-up of situations of abandonment; Cooperation with new student enrollments; PIM for dissemination of social support)
LIBRARY AND
ARCHIVE
LIBRARY (BIB)
(SI and Patrimony support)
- Process Matrix: BIB - Procedures and Work Instrutions: Funcionamento e Gestão, Aquisição, Tratamento Técnico Documental e Difusão da Informação, Gestão e Acesso à Documentação, Serviços de apoio ao ensino -aprendizagem e à investigação, Biblioteca Digital. - Printed Documents: Horário da Biblioteca, Library Timetable, Listagem de Documentos Extraviados, Inscrição, Application Form, Empréstimo presencial de Outros Documentos, Empréstimo Interescolas e Interbibliotecas, Interlibrary Loan Service, Listagem de Processos Interescolas e Interbibliotecas, Reserva de documentos –Documents Reservation, Livros de consulta permanente, Receitas, Declaração de direitos de autor, Copyright Notice.
- Regulamentos das Bibliotecas http://www.ipvc.pt/bibliotecas http://help.ipvc.pt/doku.php?id=b-on
DISPATCHES
AND ARCHIVE
(EAR)
- Process Matrix: ARQ; - Instruções de Trabalho: Expediente - Printed Documents: Protocolo, Bloco de Notas, Registo de Consulta, "Circular Despacho/Parecer, Informação", Registo dos CTT, Listagem das entradas/saídas, Ficha de Arquivo, Folha de Recolha de Dados. - Manual de Boas Práticas do Atendimento; Manual de Utilização Aastra 6731i
LABORATORIES (LAB)
- Process Matrix: LAB - Procedures and Work Instrutions: Gestão do Espaço, Gestão de Tarefas, Gestão de Equipamento, Gestão de Recursos Consumíveis, Execução da Atividade. - Printed Documents: Pedido de Laboratório, Distribuição das Tarefas, Utilização do equipamento, Utilização de Equipamento – Exceções, Pedido de Utilização de Equipamento e/ou Material (Não Consumíveis), Quebras ou danos de Material, Movimentos de Armazém, Pedido de Cedência de Consumíveis, Declaração de Responsabilidade dos Utilizadores, Questionário de Satisfação dos Utilizadores, Modelo de Protocolo Laboratorial. - Manual de Boas Práticas, Regulamento dos Laboratórios, Regulamento de Utilização dos Laboratórios.
SUB-CONTRACTORS AND
INFRASTRUCTURES
MANAGEMENT (GEI)
- Process Matrix: GEI e Anexo I (tabelas de requisitos técnicos) - Instruções de trabalho: Utilização de viaturas, utilização de impressos, realização de vistorias, comunicação de anomalia, - Printed Documents Anomalia / Necessidade / Melhoria, Pedido de utilização de viatura, Modelo 676 da Imprensa Nacional da Casa da Moeda, Participação de acidente de viação, Boletim do veículo, Estimativa orçamental, Folha de Obra do MnWinWin, Auto de vistoria, Registo de verificações internas, Mapa de quantidades, Consignação de obras, Mapa de trabalhos a mais e a menos e supressão de erros e omissões, Auto de medição, Conta corrente, Comunicação Prévia de Abertura do Estaleiro, Conta Final da Empreitada, Boletim de Aprovação de Materiais, Controlo de Subempreiteiros, Plano de Prevenção e gestão de resíduos da Const e Demol, Plano de atividades. Manual de Boas Práticas na utilização de veículos, Regulamento de gestão e uso de veículos.
ENVIRONMENT, HYGIENE AND
SAFETY (AHS)
- Process Matrix: AHS - Procedures and Work Instrutions: Área de Intervenção, Práticas Ambientais, Plano de Segurança Interno, Segurança e vigilância das instalações, Limpeza e Higienização de Instalações e Equipamentos. - Printed Documents: Registo de requisição de chaves, Registo de perdidos e achados, Relatório de ocorrências, Central de segurança/SAS Relatório de vigilancia, Limpeza e Higienização de Instalações e Equipamentos - Mapa de Registo Diário, Limpeza e Higienização de Instalações e Equipamentos Desinfecções – Relatório de Serviço. - Regulamentos e Manuais: Plano de Segurança Interno; Manual de Limpeza e Higienização das Instalações e Equipamentos; Manual de Segurança e Vigilância; Guia de boas práticas ambientais
27
QUALITY MANUAL 16th edition ● 2017.12.05
2.10. (continuation) List of SGGQ Documents (https://on.ipvc.pt/)
PROCESS SubProcess RELATED DOCUMENTS
SC UO SAS
SOCIAL SERVICES
(SAS)
FOOD (ALI)
Connection with GEI and AHS, GMS- Satisfaction of service users ALI-SAS with event forwarding
- Process Matrix: ALI - Procedures and Work Instrutions: Rastreabilidade, Verificação interna de equipamentos de medição, Proposta de novo prato, Divulgação de Ementas e Venda de produtos e refeições, Definição de Ementa e Requisição de Bens - Printed Documents: Ementa, Higienização de Equipamentos, Superfícies e Utensílios, Temperatura de Equipamentos, Temperatura e estado de degradação dos óleos de fritura Inventário, Temperatura de Alimentos Confecionados, Colheita de Amostra-Testemunho Saída de Produtos Acabados, Ficha Técnica de Produto, Plano Anual de Análises a Águas, Alimentos, Superfícies e Equipamentos, Mapa de Controlo de Equipamentos, Plano de Manutenção de Equipamentos, Ficha de Produção, Desinfeção de Frutas e Legumes, Sugestão, Requisição de Serviços de Catering - Tabelas de Capitação; Manual de Boas Práticas - Alimentação; Tableau de bord; Manual HACCP – Cantinas; Manual HACCP – Bares, Manual Utilização Balcão SIVE http://portal.ipvc.pt/portal/page/portal/sas/alimentacao
ACCOMMODATION (ALO)
Connection with ACA and BOL, AHS
- Process Matrix: ALO - Procedures and Work Instrutions: Candidatura a Alojamento, Controlo dos Quartos Limpeza e Arrumação dos Quartos, Transporte de Roupa, Cobrança de Alojamento - Printed Documents: Candidatura a Alojamento, Resultados das Colocações, Termo de Responsabilidade, Mapa de Limpezas de Zonas Comuns, Mapa de Controlo de Roupa, Requerimento Geral Alojamento, Mapa Semanal de Ocupação, Limpeza e Higienização de Instalações Sanitárias, Mapa Monitorização Cobrança do Alojamento, Requisição Interna de Serviços de Lavandaria - Regulamento Interno das Residências; Preçário – Residências; Tableau de bord; Mapa de Quartos, Alunos e Terceiros Dormitos; Recibos Dormitos; Lista de resultados da candidatura a bolsa de estudo; Aviso. http://portal.ipvc.pt/portal/page/portal/sas/sas_residencias
SCHOLARSHIPS (BOL)
Connection with ACA and FOR (School success and attendance control)
- Process Matrix: BOL - Procedures and Work Instrutions: Pagamento, Seleção, Divulgação da Oferta de Oportunidades de Experiências, Ações de Fiscalização, Realização de Entrevistas, Análise dos Processos de Bolsas de Estudo - Printed Documents: Registo de Entrevista, Registo de Visita Domiciliária, Relatório, Oferta de Oportunidades de Experiências para Alunos, Registo de Entrevista, Acompanhamento Mensal da Experiência Obtida pelo Aluno, Mapa de pagamentos, Candidatura a Bolsa Registo de Formação, Certificado de Experiência - Regulamento de Atribuição de Bolsas de Estudo a Estudantes do Ensino Superior Publico; Mapa de Resultados da Candidatura a Bolsa de Estudo; Regras Técnicas para Atribuição de Bolsas de Estudo; Listas de Resultados de Candidatura a Bolsa; Lista de Assinaturas on-line; Lista de Pagamentos on-line; Lista de Documentos entregues http://portal.ipvc.pt/portal/page/portal/sas/sas_bolsas_estudo e http://on.sas.ipvc.pt/
CULTURE (CUL)
Connection with FOR and PIM
- Process Matrix: CUL - Printed Documents: Plano de Ações/Acompanhamento, Balanced Scorecard, Ficha de
Controlo - Manual de funcionamento da Oficina Cultural http://portal.ipvc.pt/portal/page/portal/sas/oficina_cultural
SPORTS (DES)
Connection with AHS (Security equipment; Users condition of Health)
- Process Matrix: DES - Procedures and Work Instrutions: Plano Anual, Procedimento de divulgação dos serviços prestados, Procedimento Inscrições e pré-Inscrições, Procedimento de acompanhamento e execução de atividades, Procedimento de verificação de equipamentos desportivos. - Printed Documents: Plano anual de Atividades, Ficha de inscrição em atividades, Ficha de pré-inscrição no centro de fitness, Plano de treino do centro de fitness, Mapa mensal centro de fitness, Plano de Verificação de Equipamentos, Relatório de Verificação Preventiva de Equipamentos Desportivos, Livro de Manutenção de Equipamentos Desportivos, Declaração de inexistência de contraindicações. Manual de Operações Centro de Fitness, Regulamento do Centro Desportivo, Regulamento de Funcionamento de Campo de Jogos ESTG-IPVC; Regulamento de Funcionamento do centro de fitness do CDIPVC. http://portal.ipvc.pt/portal/page/portal/cd
HEALTH (SAU)
Connection with AHS, ACA and FOR (Potential abandonment), GAPSI ESE and ESS
- Process Matrix: SAU - Procedures and Work Instrutions: Pedido de Consulta, Ficha de Inscrição, Registo Caixa Primeiros Socorros. - Printed Documents: Pedido de Consulta, Ficha de Inscrição, Declaração de Presença, Ficha de Utente – Enfermagem, Ficha de Utente – Psicologia, Mapa de Registos, Registo Caixa Primeiros Socorros, Mapa de Consultas. http://portal.ipvc.pt/portal/page/portal/sas/gabinetesaude
ACADEMIC BUS (BUS)
Connection with GEF (req. 8.4 ISO 9001)
- Process Matrix: BUS - Procedures and Work Instrutions: Procedimento de pagamento. - Printed Documents: Ficha de inscrição, Declaração provisória, Plano de Atividades do BUS (BSC), Mapa de Pagamento. http://portal.ipvc.pt/portal/page/portal/sas/bus_academico
EMPLOYMENT (EMP)
Connection with FOR (RAC; ACEF) and GCI
- Process Matrix: EMP - Procedures and Work Instrutions: Validação de empresas no Portal, Gestão de pedidos de estágios / oferta de emprego por empresas, Gestão de registos de alunos no portal, Gestão do e-mail do emprego, Pagamento de Estágios. - Printed Documents: Mapa de Registos, Relação de Bolsas a Pagar. Gabinete de Emprego: http://portal.ipvc.pt/portal/page/portal/sas/gabinete_emprego Portal Emprego IPVC (http://emprego.ipvc.pt/ )
28
QUALITY MANUAL 16th edition ● 2017.12.05
2.10. (continuation) List of SGGQ Documents (https://on.ipvc.pt/)
PROCESS Subprocess RELATED DOCUMENTS
SC ESA ESE ESCE ESDL ESS ESTG SAS
ECONOMIC-FINANCIAL
MANAGEMENT
SUPPLY (APR)
- Process Matrix APR - Procedures and Work Instrutions: Procedimento aquisitivo, Receção, Avaliação de Fornecedores, Avaliação dos prestadores de serviços letivos, Controlo Interno do Processo Aquisitivo, Procedimento aquisitivo - Serviços de Ação Social. - Printed Documents: Pedido de satisfação de necessidade, Proposta para abertura de procedimento, Relatório Preliminar ou Final, Proposta para Contratação, Requisição Interna, Incumprimentos / Anomalias, Entregas parciais, Avaliação de Fornecedores, Lista de Fornecedores Avaliados, Proposta de constituição do Júri, Programa de Procedimento, Caderno de Encargos, Proposta de constituição do técnico responsável pelo procedimento, Avaliação dos prestadores de serviços letivos, Controlo Interno do Processo Aquisitivo, Pedido de satisfação de necessidade, Relatório Preliminar ou Final, Requisição Interna, Incumprimentos / Anomalias, Avaliação de Fornecedores, Lista de Fornecedores Avaliados, Proposta de constituição do Júri, Programa de Procedimento, Caderno de Encargos. - Manual de Utilização de Pedido de Necessidades na plataforma, Manual de Procedures and Work Instrutions dos serviços administrativos e financeiros
ACCOUNTING AND
CASH MANAGEMENT
(CTE)
- Process Matrix CTE; - Procedures and Work Instrutions: Controlo de Fundo de Maneio, Ficha de fornecedor. - Printed Documents: Controlo de Fundo de Maneio, Talão de Saída de Fundo de Maneio, Ficha de fornecedor. - Printed Documents não codificados do Software “Esig-Educ”, POC-Educação; Circulares da DGO, Lei do orçamento, Decreto-Lei de execução orçamental Manual de Procedures and Work Instrutions dos serviços administrativos e financeiros
PATRIMONY (PAT)
- Process Matrix PAT; - Printed Documents: Auto de abate, Auto de transferência, Documento comprovativo do transporte de bens pertencentes ao ativo imobilizado, Documento comprovativo do transporte de bens pertencentes ao ativo imobilizado – SAS, Verificação física de bens registados no património - Etiquetas; Ficha de identificação do bem; Folha de carga; Mapa síntese dos bens inventariados; Ficha de amortizações dos bens inventariados, Manual de Procedures and Work Instrutions dos serviços administrativos e financeiros, CIBE - Portaria n.º 671/2000 (2ª série), de 17 de Abril.
INFORMATION SYSTEM MANAGEMENT (GSI)
- Process Matrix: GSI; - Procedures and Work Instrutions: Gestão dos Sistemas de Informação - Procedimento Geral, Definição o Plano de Atividades para as TI, Definição da Política de Cópias de Segurança, Definição da Politica de Segurança e Proteção de Dados, Aquisição de componentes para a infraestrutura tecnológica, Instalação, reinstalação e configuração de componentes na infraestrutura tecnológica, Manutenção dos componentes da infraestrutura tecnológica, Serviço de Apoio a Utilizadores, Serviço de Apoio aos Serviços e Infraestrutura Tecnológica, Monitorização da Execução do Plano de Atividades, Monitorização da Execução da Política de Backups, Monitorização da Política de Segurança e Proteção de Dados, Escalonamento de Atividades de Monitorização dos componentes da infraestrutura tecnológica. - Printed Documents: Solicitação aos Serviços de Informática, Registo de Atividades Autónomas dos Serviços de Informática, Registo de Cópias de Segurança, Registo de Acessos à Sala de Servidores, Registo de entrega de Documento com Configurações e Credenciais dos Componentes dos SI do IPVC, Identificação, Caracterização dos SI e TI e Escalonamento dos Backups da Infraestrutura tecnológica.
Manuais: Isaca Cobit 4.0 http://help.ipvc.pt/doku.php; https://on.ipvc.pt
DOCUMENTAL MANAGEMENT (GDO) - Process Matrix GDO - Procedures and Work Instrutions: Gestão documental – Anexos. - Printed Documents: Anexos I e III
PROMOTION AND IMAGE (PIM) - Process Matrix – PIM http://multimedia.ipvc.pt/ https://on.ipvc.pt
OBSERVATORY (OBS)
- Process Matrix – OBS - Procedures and Work Instrutions; Procedimento de Elaboração, Tratamento e Avaliação de Inquéritos, Procedimento Prospeção de Mercado, Recolha de Informação para Relatório Anual de Atividades de IPVC, Recolha de Informação para Plano Anual de Atividades de IPVC. - Printed Documents: Plano de Atividades Observatório, Inquérito a Gabinetes Orientação Profissional / Psicólogos Escolas, Inquérito a Diplomados, Inquérito a Entidades Externas, Survey (External Entities), Questionário Matrículas, Survey Mobility Incoming, Inquérito a Mobilidade Outgoing.
SYSTEM MANAGEMENT AND IMPROVEMENT
(GMS)
- Process Matrix GMS; - Procedures and Work Instrutions: Ações Corretivas e Preventivas, Avaliação da Satisfação, Auditorias Internas, Revisão do Sistema. - Printed Documents: Programa da Qualidade, Ficha de Ocorrência, Plano de Melhorias (anexado à Matriz dos processos), Avaliação da Satisfação do Colaborador, Avaliação da Satisfação - Bolsas de Estudo, Avaliação da Satisfação – Alojamento, Survey – Accomodation, Avaliação da Satisfação – Cantinas, Avaliação da Satisfação
– Bares, Avaliação da Satisfação dos Utilizadores da Biblioteca, Avaliação da Satisfação da Qualidade de Ensino, Avaliação da Satisfação dos Utilizadores de Serviços IPVC, Avaliação da Satisfação-BUS Académico Avaliação da Satisfação-Evento/Iniciativa, Avaliação da Satisfação - "Estudantes Auditores", Avaliação da Satisfação-Bolsa de Apoio Social, Avaliação da Satisfação-Centro Desportivo, Avaliação da Satisfação-Gabinete de Saúde, Programa de Auditorias, Plano de Auditoria, Relatório de Auditoria, Balanço da Qualidade Relatório Anual de Processo, Objetivos da Qualidade, Mapa Geral de Indicadores, Ficha de Recolha de Indicadores, Ata de Reunião, Mapa Gestores de Processo. - Manual da Qualidade
NOTE: The Process Map document includes Process Matrix, Description, Control Records, Map Indicators, Document List and Improvement Plan.
29
QUALITY MANUAL 16th edition ● 2017.12.05
2.11. Relationship between SGGQ-IPVC Processes and SC Presidency, UO and UF
PROCESS/SUBPROCESS SC SAS ESA ESE ESCE ESDL ESS ESTG
ST
RA
TE
GIC
MA
NA
GE
ME
NT
PR
OC
ES
SE
S PLANNING AND STRATEGIC MANAGEMENT (PGE)
X X X X X X X X
INTERNATIONAL COOPERATION (CIN) X X X X X X X X
COURSES DEVELOPMENT AND RESTRUCTURATION (CRC)
X X X X X X X X
VA
LU
E C
HA
IN
PR
OC
ES
SE
S
EDUCATION (FOR)
X X X X X X X
PROJECTS MANAGEMENT (GPR) X
(OTIC)
X X X X X X X
Su
pp
ort
Pro
ce
sse
s
ACADEMIC SERVICES (ACA) X X X X X X X X
SOCIAL
SERVICES
FOOD (ALI) X X X X X X X X
ACCOMMODATION (ALO) X X X X
SCHOLARSHIPS (BOL) X X
CULTURE (CUL) X X X X X X X X
SPORTS (DES) X X X X X X X X
HEALTH (SAU) X X X X X X X X
EMPLOYMENT (EMP) X X X X X X X X
ACADEMIC BUS (BUS) X X X X X X X X
LABORATORIES (LAB) X X
ENVIRONMENT, HYGIENE AND SAFETY (AHS) X X X X X X X X
SUB-CONTRACTORS AND INFRASTRUCTURES
MANAGEMENT (GEI)
X X X X X X X X
DOCUMENTAL MANAGEMENT (GDO) X X X X X X X X
INFORMATION
SYSTEM
MANAGEMENT
(GSI)
PLANNING AND ORGANIZATION OF
INFORMATION SYSTEMS
X X X X X X X X
ACQUISITION AND IMPLEMENTATION OF
INFORMATION SYSTEMS
X X X X X X X X
AVAILABILITY AND SUPPORT OF
INFORMATION SYSTEMS
X X X X X X X X
MONITORING AND EVALUATION OF
INFORMATION SYSTEMS
X X X X X X X X
ECONOMIC-FINANCIAL
MANAGEMENT
SUPPLY (APR) X X X X X X X X
ACCOUNTING AND CASH MANAGEMENT
(CTE)
X X X X X X X X
PATRIMONY (PAT) X X X X X X X X
PROMOTION AND IMAGE (PIM) X X X X X X X X
HUMAN RESOURCES (RHU) TEACHERS (D); STAFF (ND)
X X X X X X X X
LIBRARY AND
ARCHIVE
LIBRARY (BIB) X X X X X X X
DISPATCHES AND ARCHIVE (EAR) X X X X X X X X
MEASUREMENT, ANALYSIS, EVALUATION AND IMPROVEMENT
PROCESSES
OBSERVATORY (OBS) X X X X X X X X
SYSTEM MANAGEMENT AND
IMPROVEMENT (GMS)
X X X X X X X X
30
QUALITY MANUAL 16th edition ● 2017.12.05
2.12. Relationship between Processes and Bodies, Services and IPVC Offices
PROCESS/SUBPROCESS
CG GT CTC Cg AC/ GD
CP CC SAS SAC SAF DRH SI ST SEA GAQ GMCI GCI OTIC CI/UI
Om
bu
s
man
FA/AE
ST
RA
TE
GIC
MA
NA
GE
ME
NT
PR
OC
ES
SE
S
PGE
CIN
CRC
VA
LU
E
CH
AIN
PR
OC
ES
SE
S
FOR
GPR (IDI E PS)
Su
pp
ort
Pro
ce
sse
s
ACA
ASO
(ALI)
(ALO)
(BOL)
(CUL)
(DES)
(SAU)
(EMP)
(BUS)
AHS
GDO
GEI
GSI
POSI
AISI
DSSI
MASI
GEF (APR)
(CTE)
(PAT)
PIM
RHU
BAR (BIB)
(EAR)
MEASUREMENT, ANALYSIS,
EVALUATION
AND
IMPROVEMENT
PROCESSES
GMS
OBS
Responsible for the activity
Involved in the activity
31
QUALITY MANUAL 16th edition ● 2017.12.05
APPENDICES:
APPENDIX I: INDICATORS MAP
APPENDIX II: SURVEY MAP
APPENDIX III: REFERENCES SGGQ-IPVC (BASED ON A3ES AND ESG)
32
QUALITY MANUAL 16th edition ● 2017.12.05
Appendix I: Indicators Map
PROCESS INDICATOR CALCULATION FORMULA GOAL MONITORING
ACA
Issuance of certificates / Diplomas for curricular units completion
Date of request / issue date (by sampling) 5 week days Annual
Provide Syllabus Order date / date available 8 week days Annual Individual cases analysis rate, within the framework of the GRCIC plan
By sampling to verify the conformity of the individual files / documents issued, by course
100% Annual
AHS
No. Simulacra No. simulacra performed per year by UO 1 per year, per UO Annual
No. Process Complaints No. Complaints per month 4 per UO Annual
Monitoring of consumption (water, electricity and gas) Number of monitoring / number of contracts 100% Annual
First aid Number of actions taken 1 per year, per UO, UF,
SC Annual
Fire fighting Number of actions taken 1 per year, per UO, UF,
SC Annual
CIN
Number of International Mobility Partnerships No. of effective protocols / number of active protocols 30% Academic Year
Student mobility Outgoing No. Grants awarded / No. Grants awarded >1
Academic Year No. Internships Grants Assigned / No. Grants awarded >1
Student mobility Incoming No. Students received (IN) in the current year / Nº. Students received (IN) in the previous year
>1
Teachers/Staff outgoing (STA / STT grants executed) / (assigned STA / STT grants) >1
Academic Year Teachers/Staff incoming
(Number of teachers / non-teachers received in the current year) / (number of teachers / non-teachers received (IN) two years ago)
>1
Erasmus Survey % Of positive responses to quality of service provided by GMCI 50% Academic Year
Internacional website No. Visits to the portal during the current year / Nº. Visits to the portal last year
>1 Academic Year
No. of promoted actions 1 Academic Year
Mobility number training / internships / research 160 Academic Year
International students or mobility incoming 130 Academic Year Percentage of foreign students' satisfaction with the IPVC portal information
30% Academic Year
Number of courses in partnership 1 Academic Year
No. Created Units Academic Year
No. of internships / project development 1 Academic Year
No. of volunteer programs 1 Academic Year
GEF-CTE Compliance with accounting periods Released after the deadline 0 Semester
Available Funds As defined in the Law Commitments and Late Payments >0 Monthly
33
QUALITY MANUAL 16th edition ● 2017.12.05
Average payment term to suppliers (Debt to suppliers of goods and services acquisition and acquisition of capital goods in the quarter / 4 / Acquisition of goods and services and acquisition of capital goods in the quarter) * 365 days
< 60 days Quarterly
GEF-APR
Average time for carrying out procedures with a value over 5,000 euros
Date of authorization of the procedure - Launch date on the public procurement platform
< 10 days Semester
Default rate Total Demerits / Total deliveries or contract months < 5% Semester
Suppliers Classification Supplier final evaluation value Target (50% of
suppliers with a value> 90 points)
Semester
Stock Break No. of breaks < 5 Semester
GEF-PAT
Number of inventories that exist physically and not registered in the accounting
(No. of goods not registered / No. of physically existing inventories) * 100
< 10%
Internal audits to be carried out by SAF-Patrimony / BU. 1st
semester: 2 UO and 2nd semester: 4 OU.
Number of inventories registered and not physically present in the location under analysis
(No. of goods not physically present in the location under analysis / Number of inventories recorded in the accounts) * 100
< 10%
Internal audits to be carried out by SAF-Patrimony / BU. 1st
semester: 2 UO and 2nd semester: 4
OU.semester: 4 UO.
GEI
Maintenance Cost Preventive Maintenance / Total Cost of Maintenance 50% Annual % Of implementation of anomaly sheets / Need / Improvement
(NFF)/(NFA)x100 70% Annual
% Of for improvement actions proposals N. proposed actions / N envisaged actions 30% Annual
Rate of non-classroom spaces execution N. hours of use / number of possible hours of use 30% Annual
GPR
Physical Execution Rate Activities carried out / Planned activities (schedule) 80%
For Projects whose period of realization is:
- equal to or greater than one year, to be calculated
every six months; - less than one year,
calculate in the middle of the project
Financial implementation rate Budget Executed / Budget Predicted 80%
For Projects whose period of realization is:
- equal to or greater than one year, to be calculated
every six months; - less than one year,
calculate in the middle of the project
34
QUALITY MANUAL 16th edition ● 2017.12.05
Global Financial Execution Rate Total budget executed / Total budget envisaged 80% Whenever requested
Satisfaction Rate (Number of respondents satisfied + number of respondents very satisfied) / total number of respondents
75% Annual
Sales Volume of Services Sum of amounts received for all OTIC-controlled services 250.000€ Annual Number of projects in which participates as a service provider
Count of all service instalments in progress in the year in question 18 Annual
Number of projects in which participates as a service provider
Count of all new services in the year in question 12 Annual
Revenue obtained Sum of amounts received for projects financed 350.000€ Annual
No. of projects funded Count of all projects in the year in question 12 Annual
No. of projects funded Count of all new projects in the year in question 5 Annual
No. of Spin-off Count of all spin-off 2 Annual
No. of Patents Count of all patents 1 Annual
No. of Trademarks Count Trademarks 0 Annual No. Technology Parks and Incubators that integrates IPVC
Number of Technology Parks and Incubators 2 Annual
No. of Long-Life Training Courses Count of Long-Life Training Courses 20 Annual
Regulation Approved Publication 1 Annual
Number of Curriculum Cards No. FC / Nº Teachers 100% Annual
No. of Plans Plan count 1
% Of projects under priority development axes Number of projects included in the priority development axes / total number of projects
10% Annual
Number of projects transversal to several scientific areas No. of transversal projects to AC / nº of projects total 20% Annual
% Of Projects with Scientific Technical Production % Of projects and / or provision of services with technical-scientific production / No. of projects and total STP
10% Annual
% Of uploaded content % Of uploaded content /% of total content 30% Annual Average number of projects in partnership and co-authoring communications with members of other institutions
(3A+B)/4 40% Annual
Percentage of shares held (of total planned shares) 20% Annual
Degree of satisfaction of the participants in the actions 2,5 Annual
Number of publications 200 Annual
Number of presentations at technical-scientific events 200 Annual % of teachers participating in ID & I and transfer with at least one publication or participation in a funded project or active participation in congress / seminar
50% Annual
Platform loaded with human and material skills (GD) and project management
30% Annual
35
QUALITY MANUAL 16th edition ● 2017.12.05
number of "anchor projects" with ID & I activities 15% Annual
number of mentors 2 Annual - number of applications submitted - number of national partners - number of international partners
- 12 - 29 - 14
Annual
2.Catalog completed 3. Built-in Catalog
2. 100% Annual
number of research projects carried out with international partners
5 Annual
GSI
Occurrence of computer anomalies due to service interruption with medium or high priority
Average resolution time of occurrences of computer anomalies with service break classification and medium or high priority
< 4 / hour Quarterly
Occurrence of computer anomalies due to service interruption with low priority
Average resolution time of occurrences of computer anomalies with service break classification and low priority
< 48 / hours Quarterly
Rate of requests executed within the time requested for the execution of the request.
(Number of requests within the time / Total number of requests) * 100 - For this calculation only the requests to the computer services of the type Execution of Tasks
>=80% Semester
Rate of requests resolved (Total closed requests / total requests created) * 100 >=95% Semester
Success rate of backups performed automatically (Total of successful backups / total backups performed) * 100 >=95% Quarterly
Rate of requests due to inadequate user training (Total requests for lack of training / total number of requests created) * 100
<30% Semester
Repository created followed by the provision of mobile interfaces
Sim Annual
Requests declaration of participation / Activities inserted in the Repository
50% Annual
Platform implemented 40% Annual Indicators accessed / Indicators available in the Platform (5 differentiated accesses)
30% Annual
Number of services implemented 6 Annual Number of interoperability interfaces 3 Annual
number of data series available 20 Annual System implemented (non-linear correlation of data) 100% Annual Number of integrated sectors (HR, SAF, SAC) 1 Annual Number of laboratories evaluated 16 Annual Number of restructured laboratories 7 Annual WiFi network coverage rate 90% Annual New high density hotspots installed 12 Annual
OBS Rate of Response to the Teaching Quality Assessment Survey / per unit Organic
(Number of validated surveys / Total number of students) * 100 CTeSP: 50%;
Graduation: 30%; Master: 40%
Semester
36
QUALITY MANUAL 16th edition ● 2017.12.05
Rate of Response to the Survey of External Entities % Increase compared to the previous participation result ≥ 100 Annual
Employee Survey Response Rate per unit unit (Number of validated surveys / Total number of employees) * 100 50% Annual
Rate of Response to Graduated Surveys by Course (Number of validated / total graduates completed in 2014) * 100 50% Annual
Mobility Survey Response Rate - Incoming (Number of validated surveys / Total number of participants in incoming mobility) * 100
50% Semester
Response rate to the Survey Mobility – Outgoing (Number of validated surveys / Total number of participants in outgoing mobility) * 100
50% Semester
Survey Response Rate for Offices Vocational Guidance and School Psychologists
(Number of replies / Number of visits) * 100 >80% Annual
Rate of Response to Surveys to Students Placed in the IPVC at the time of enrollment 1st year 1st time (1st and 2nd phases) CNA
(Number of completed / completed IPVC surveys 1st year 1st time (1st and 2nd phases) * 100
100% Annual
Trendence Graduate Barometer Survey Response Rate (Number of validated surveys / Total number of students) * 100 ≥ 15% Annual Response Rate to Library Users Satisfaction Evaluation Surveys
(Number of validated surveys / Total number of students) * 100 20% Annual
uMultirank Ranking In the top 10 places at
national level and among the 3 IP
Annual
Degree of suitability of the training offer (development agents)
60% positive answers Annual
Published procedure Annual Portfolio made available 120 Annual
RHU
Average number of hours of training per employee Number of training hours / Total number of employees 6 Annual
Coverage rate for the implementation of the training plan Number of training plan actions carried out / Total number of actions planned in the training plan
50% Annual
Effectiveness rate of training actions already evaluated (Number of actions already evaluated as Effective / Total number of training actions already evaluated) x 100
30% Annual
Absenteeism Rate (Number of hours of absences / total number of working hours) x 100 10% Annual
Average satisfaction level of HR service users Average of all answers to the question "Overall evaluation of the service provided"
3-3,5 Annual
Participation rate of teachers in the diagnosis of needs Annual Number of teachers with published curriculum (validation by CTC)
50% Annual
No. of teachers with works in the repository 100% Annual
% of teachers with links to research centers / units. 45% Annual
Participation in the program 500 Annual
No. of partners adhering to the program 35 Annual
No. of foreign researchers 30 Annual
37
QUALITY MANUAL 16th edition ● 2017.12.05
PD Approved Plan 100%
Plan realization rate 40% Annual Degree of Satisfaction 3,7 Annual PND approved plan 100% Annual Plan realization rate 40% Annual Degree of Satisfaction 3,7 Annual % of employees covered by the program measures 20% Annual Degree of Satisfaction 2,5 Annual Manual implemented and revised procedure 100% Annual Satisfaction rate of new contractors 2,5 Annual Number of hours training area attendance / year 35h Annual
GMS
Employee Satisfaction Assessment Questionnaire Weighted average satisfaction index 3,5 Anual (academic)
Evaluation satisfaction students-quality teaching (school) Average satisfaction of questions related to the School 3,5
Evaluation of the Satisfaction of Users of Services Average of the scale of 1 to 5 / per service in which the survey was carried out
>= 3,5 (Average each service rated)
Achieving quality objectives (Number of objectives achieved / Number of total objectives) x 100 100% Annual
Certified System Yes Annual
Efficacy actions developed 40% Annual
CRC
% A3ES Accredited 1st Cycle Courses Nº Accredited Courses / Nº Courses Submitted to A3ES 100% Annual
% A3ES Accredited Master Courses Nº Accredited Courses / Nº Courses Submitted to A3ES 100%
% CTESP registered by DGES Nº Courses Registered / No. Courses Submitted to the DGES 100% Annual Review of Courses in Operation of SEs, 1st and 2nd Cycle (at least in the academic year following the closing of a cycle n years)
Nº Courses Revised / Nº Courses in operation 100% Annual
% Restructuring of Courses in Operation: CTeSP, 1st and 2nd Cycle approved
Nº Restructured Courses / No. of Restructuring Proposals 100% Annual
Approved courses 100% Annual
PGE
Deadlines Compliance - Implementation of the Strategic Plan 15/19
Date of delivery (VER METAS DE Eixos
por Ação para ano 2016)
Annual
Deadlines Compliance - Definition of annual IPVC guidelines based on PE
Date of delivery Before Presentation of the activity plan and Budget (until May)
Annual
Activity compliance rate - Activity Plan (PA) and IPVC Budget
Date of delivery
JULY - PA and BUDGET preparation
for 2017 (internal planning); AUGUST-
Annual
38
QUALITY MANUAL 16th edition ● 2017.12.05
Adjustments according to assigned ceiling and O.Privative perspective;
Definitive loading, within a period defined by the guardianship, in SIGO; GC approval.
Activities and accounts report No. Actions Taken / No. Planned Actions 100% (referring to
2015) – April Annual
Number of Shares of Disclosure – Accountability No. Actions Taken / No. Planned Actions 1 Annual
Percentage of shares held (of total planned shares) 20% Annual
Degree of satisfaction of the participants in the actions 2,5 Annual
Regulation Approved fev. 2017 Annual
multiannual plan 100% Annual
No. of projects under the priority development 20% Annual
number of projects transversal to several scientific areas 30% Annual % of projects and / or services rendered with technical-scientific production
30% Annual
Number of publications 200 Annual
Number of patents 2 Annual
Number of presentations at technical-scientific events 200 Annual % of teachers participating in ID & I and transfer with at least one publication or participation in a funded project or active participation in congress / seminar
50% Annual
Platform loaded with human and material skills (GD) and project management
30% Annual
number of "anchor projects" with ID & I activities 15% Annual
PIM
Dissemination and Communication No. of proposals submitted to the GCI approved + Number of identified opportunities /No executed
80% Semester
Degree of satisfaction Number of complaints / Total number of requests) * 100 Maximum 5%, 0%
being ideal. Annual
Nº of followers in Social Networks No. of followers at the end of the year / Number of followers in the previous year
>10% Annual
No. of Inquiries / Visits Portal Number of visits Year / Average number of visits expected (150 000) * 100
Increase Annual
% International Access Nº international visits / Nº of visits totais >10% Annual No. of Institutional Publications (Reception Guide + Brochures Graduate, Masters, CTeSP) = 4
No. of Publications Executed / No. of Scheduled Publications 90% Annual
References in the Press Number of references in the Press Clipping >90% Annual
39
QUALITY MANUAL 16th edition ● 2017.12.05
No. of Visits to Secondary and Professional Schools
Nº of visits in the NUT / Nº of total schools >90% Annual
Nº of visits in the NUT / Nº of total schools >50% Annual
Nº of visits in the NUT / Nº of total schools >40% Annual
% International Access Nº international visits / Nº of total visits >10% Annual % Positive responses in the dissemination of the Training Offer
High and Professional Schools Survey Data >95% Annual
% Positive feedback on the information contained in the IPVC portal
High and Professional Schools Survey Data >95% Annual
number of sectoral events that promote proximity to the business fabric
25 Annual
No. of newsletters 2 Annual level of participation in the platform by the whole community (by target)
30% Annual
Satisfaction of participants with the usefulness and information of the platform
60% Annual
Readers' Satisfaction 70% Annual
No. of signatures 500 Annual
No. of downloads 200 Annual
Number of participants 170 Annual Perception of community value, including sense of belonging
60% Annual
Plan realization rate 40% Annual Approved Marketing Plan: Communication Plan 1. SWOT Analysis 2. Communication strategy finalized 3. Approved communication plan
100% Annual
1 thesis or project or report per year 1 Annual % of students enrolled in the IPVC of the schools with IPVC activities
Annual
Degree of Satisfaction with institutional information received
2,5 Annual
Number of mapped thematic areas 40,0 Annual
Calendar implemented / validated 100% Annual
FOR
Creation / updating of programs (Number of programs carried out / total number of programs planned) * 100
100% Semester
Rate of summary availability (Number of completed summaries / total number of planned summaries) * 100
100% Semester
Ucs final classification release rate (Number of evaluations released / total number of evaluations planned) * 100
100% Semester
40
QUALITY MANUAL 16th edition ● 2017.12.05
Launch rate of the Stages / Clinical Teaching / IPP / project and dissertation classifications
(Number of evaluations released / total number of evaluations planned) * 100
100% Semester
Launch rate of mobility classifications (No released evaluations / total no. Of planned evaluations) * 100 100% Semester Scheduling of evaluations (examination) - Compliance with the stipulated deadline
(Number of calendars made in the deadline / total number of scheduled calendars)
100% Semester
Degree of student satisfaction with the course % Of positive responses > 70% Annual
Degree of student satisfaction with teachers % Of positive responses > 70% Semester Degree of student satisfaction with the Ucs of the course % Of positive responses > 70 % Semester Rate of presentation of the UC Report (Number of RUCs performed / total number of planned RUCs) * 100 100% Semester Course Report Presentation Rate (Number of RACs performed / total number of RACs expected) * 100 100% Annual Course completion rate for regular graduated CTeSP students
% Of course completion in N years (N = years course duration) 70% Annual
Total students enrolled / total number of places (average) Note: for lic. The CNA is considered for vacancies and enrolls all
Masters >50% Annual
Bachelor's degrees > 80% Annual
CTESP >66% Annual
IPVC’ General average 75% Annual Number of 1st cycle courses organized in this perspective / nº of cycles of studies Number of 2nd cycle courses organized in this perspective / nº of cycles of studies; Number of students in the 1st cycle of work practices in the region / total number of students
Bachelor's degrees 80% Annual
Masters 50% Annual
60% Annual
Employability rate > national average of graduates Annual
Degree of student satisfaction with the teacher 2,5 Annual
Percentage of online courses (masters and short courses) Masters - 2%, AFLV -
1% Annual
Percentage of blended courses Masters - 2%, AFLV -
1% Annual
Degree of student satisfaction with the technology used 2,50 Annual 1. Published Advisory Board Rules 2. Total number of Advisory Boards 3. No. of internships, dissertations or licensing projects. and master's degree, in partnership / total students
1.100%
2. 8 3. 15%
Annual
number of double degrees / joint degree 1% Annual
GDO Compliance with regulatory requirements (7.5.2 and 7.5.3) No. of nonconformities 0 Semester
LAB User Satisfaction Index AVERAGE (quotation questionnaire) 3,0 Annual
BAR-EAR No. of complaints related to telephone and in-person service
Nº of Complaints per U. ≤ 3 Semester
41
QUALITY MANUAL 16th edition ● 2017.12.05
Nº of documents requested for consultation and not satisfied
Number of orders not satisfied by U.O. ≤ 5 Semester
Number of areas in which the documentation is collected Nº of areas ≥ 2 Bi-monthly
Number of Restructured / Created Centers 5 Annual Evaluation of satisfaction with care 2,5 Annual Audit Conformance (Mystery Client; EAR Audit) 20% Annual
BAR-BIB
Evaluation of user satisfaction in the field of information control
To be determined in accordance with question no. 3 of the ASUB Questionnaire.
> 3.5 (Scale from 1 to 5,
taking into account the answers of the
questionnaires, where 1 is the lowest value and 5 is the highest)
Annual
No. Of training / Degree / year Number of training given per degree 3> Training per grade ≤ 18
Annual
Dissertation Index / Project Work / Internship Report / Final Report of Supervised Teaching Practice made available at RIIPVC
(Dissertations | Project Work | Internship Report | Final Report of Supervised Teaching Practice submitted / Dissertations | Project Work | Internship Report | Final Report of Supervised Teaching Practice defended) * 100
100% or 1 Annual
ASO
Office created Yes Annual
Number of visits 240 Annual
Number of created services / reformulated 5 Annual
Degree of Satisfaction Annual Number of awareness-raising and training meetings / actions carried out by the monitoring structure
3 Annual
ASO - ALI
Average Cost in Gender Σ Monthly costs in kind / Number of meals 1,25 - 1,55 Monthly
% of users per canteen with direct exploitation No. of meals served / Number of students enrolled > 15% Monthly
Average Satisfaction Level - Canteens Σ (Satisfaction level x number of responses) / number of responses obtained
2,8-3,8 Annual
Average satisfaction level - Bars Σ (Satisfaction level x number of responses) / number of responses obtained
2,8-3,8 Annual
ASO - ALO
Occupancy rate of residences (excluding the month of August)
Number of students staying / Total number of beds > 80% Annual
Year-on-year variation of students ((Students housed year n / Number of students housed n-1) -1) * 100 Between -5% and 5% Annual
Variação homóloga dos alunos alojados Σ Classifications by question x weighting / Number of answers 2,6 - 3,6 Annual
Withdrawal rate Number of students dropping out / Number of housed students Monthly average <5% Annual
Amount receivable in July 2017 Control map of late payments
Between 3.000,00€ and 15.000,00€
Annual
42
QUALITY MANUAL 16th edition ● 2017.12.05
ASO - BOL
% Interview made to students applying for scholarship No. of interviews / No. scholarship candidates > or = 9% < or = 12% Annual - School Year
Number of home visits No. of home visits to IPVC fellow students From 5% to 7% of IPVC scholarship
students Annual - School Year
No. of Scholarship Application Processes Documented Audit
No. of processes audited / no. of scholarship holders - (No. Visits + No. DGES Audited Processes + Complaints)
From 10% to 12% Annual - School Year
Average Satisfaction Level of the Bag Area Σ Classification by question x weighting / Response no. From 2,6% to 3,6% Annual - School Year
No. Applications submitted as of 12/31/2017 No. From candidates to scholarship / Nº. From dispatched processes From 90% to 95% Annual - School Year
Average level of satisfaction of the Social Support Grant Area
Σ Classification by question x weighting / Response no. From 3 to 3,5 Annual - School Year
Percentage of scholarships awarded on enrolled / candidate student
No. of enrolled students / students with assigned opportunity offers 25 to 35 % Annual - School Year
ASO - BUS
Users with pass Number of users who purchased monthly pass 65-75 Annual
Punctual users Number of users who purchased daily ticket 40-60 Annual
Satisfaction level of users Σ Classification by question x weighting / Response no. 75% to 85% Annual
ASO - CUL
Number of activities / Year Number of activities 4 Annual
Average level of satisfaction Σ Classification by question x weighting / Response no. From 2.6% and 3.6% Annual Seminar open to the community, having as speaker the artist who exposes
Number of seminars 3 Seminars Annual
Participation in activities (depending on expected vacancies)
60% Annual
number of activities 6 Annual
ASO - DES
Satisfaction of services provided general satisfaction / nr. inquiries 0,75 Annual Average number of accesses to the CDIPVC fitness center
average monthly accesses 700 Annual
Average number of CDIPVC fitness enrollees monthly average of registrations 86 Annual
ASO - EMP
50% increase in the number of IPVC students registered in the employment portal compared to the previous year (2016 - 1089)
Number of people registered in the portal / Number of IPVC students 1 633 Annual
25% increase in the number of companies / institutions registered in the Employment Portal compared to the previous year (2016 - 166)
Number of companies 208 Annual
No. of participants in the "Employment at the Table" Number of participants Between 20 and 40
participants Annual
Organization of workshops and seminars in the field of employment
Number of Events Between 3 and 6 Annual
Degree of satisfaction of registered students registered in the Employment Portal
Σ Classification by question x weighting / Response no. Between 65% and 75% Annual
Degree of satisfaction of companies registered in the Σ Classification by question x weighting / Response no. Between 65% and 75% Annual
43
QUALITY MANUAL 16th edition ● 2017.12.05
Employment Portal
Satisfaction in Workshops Σ Classification by question x weighting / Response no. Between 75% and 85% Annual
Number of network members 140 Annual
Number of placement / job offers 100 Annual
Created service Yes Annual
ASO - SAU
Rate of response to requests for consultation Number of queries performed / Number of requests for queries 95% Monthly
Rate of health promotion activities Number of activities carried out / Number of activities planned 80% Annual Rate of accomplishment of activities of promotion of the academic success and prevention of the abandonment
Number of activities carried out / Number of activities planned 80% Annual
Rate of coverage of medical appointments at work Number of officials who attended for consultation / Number of officials indicated for consultation
80% Annual
Average Satisfaction Level Σ Classification by question x weighting / Response no. 80% Annual Participation in activities (in function of total employees and students)
30% Annual
No. of activities 6 Annual
Legend: Operational Indicators - SGGQ-IPVC Processes
Strategic Indicators - PE IPVC1519
44
QUALITY MANUAL 16th edition ● 2017.12.05
Appendix II: Survey Map
Scope Survey Objective Target
Audience Application
Methodology Responsible for the
Application Frequency
ADOPTION OF QUALITY ASSURANCE POLICY AND PURSUIT OF QUALITY OBJECTIVES (1)
Evaluation of Satisfaction "Students Auditors"
To know the levels of satisfaction and improvement proposals of students participating in the internal audits.
Students who participated in IPVC internal
audits
Questionnaire in digital support
GAQ Bi-annually
CONCEPT AND APPROVAL OF THE TRAINING OFFER (2)
Survey of Vocational
Guidance Offices / Psychologists
Schools
To understand if the dissemination actions, the communication tools used and the procedures have a positive impact on the secondary / professional schools of the region;
Professional and vocational
Guidance Cabinets
Questionnaire in digital form and
paper OBS/GCI
Throughout the school year
CONTINUOUS MONITORING AND PERIODIC REVIEW OF COURSES (5)
Survey of Graduates
The degree of knowledge of the training offer; Psychologists
Schools Questionnaire in digital support
OBS Annual, usually
12/16 months after course completion
CONCEPT AND APPROVAL OF THE TRAINING OFFER (2) CONTINUOUS MONITORING AND PERIODIC REVIEW OF COURSES (5)
External Entity Survey
Characterize partner entities and employers and their perception about IPVC; To understand which forms of recruitment are favored by employers; Obtain information about the employers and their graduates, allowing to evaluate conditions of employability; To listen to the proficiency profile of IPVC graduates; Identify the needs of the market, for an internal reflection on the adequacy and innovation of the training and IDI offer.
External Entity Survey
Questionnaire in digital support
OBS Anual
45
QUALITY MANUAL 16th edition ● 2017.12.05
Scope Survey Objective Target
Audience Application
Methodology Responsible for the
Application Frequency
CONCEPT AND APPROVAL OF THE TRAINING OFFER (2) CONTINUOUS MONITORING AND PERIODIC REVIEW OF COURSES (5)
Survey (External Entities)
Characterize the partner entities and their employers and their perception about the IPVC; Understand which forms of recruitment are favored by employers; Obtain information about the employers and their graduates, allowing to evaluate conditions of employability; To listen to the proficiency profile of IPVC graduates; Identify the needs of the market, for an internal reflection on the adequacy and innovation of the training offer and IDI.
External Entities
Questionnaire in digital support
OBS Biannual
DESIGN AND APPROVAL OF THE TRAINING OFFER (2) CONTINUOUS MONITORING AND PERIODIC REVIEW OF COURSES (5)
Survey of CTeSP internship
reception entities
Obtain information on the internships of the CTESP in relation to the training entity (IPVC), the trainee and the traineeship monitoring, allowing to evaluate conditions and suggestions for improvement.
CTeSP internship reception entities
Questionnaire in digital support
CP Anual
CONCEPT AND APPROVAL OF THE TRAINING OFFER (2) PUBLIC INFORMATION (12)
Registration survey
Know the profile of the new IPVC students; Understand motivations for choosing IPVC and course; Know the level of awareness of the IPVC; Know the sources of information about IPVC; Define targeted communication policies.
New students Questionnaire in digital support
OBS/GCI Anual
STUDENT-CENTERED TEACHING, LEARNING AND ASSESSMENT (3) CONTINUOUS MONITORING AND PERIODIC REVIEW OF COURSES (5)
Assessment of Quality and Education
Satisfaction
To know the levels of satisfaction and proposals of improvement of the students with the Quality of Teaching (School, Teacher, Course, UC, ECTS).
Students Questionnaire in digital support
CP Semester
INTERNATIONALIZATION (8) Incoming Mobility
Survey
To know the satisfaction and proposals of improvement of Students, Professors and Collaborators of mobility IN.
Students and Staff IN
Questionnaire in digital support
OBS/GMCI Semester
INTERNATIONALIZATION (8) Outgoing Mobility
Survey
To know the satisfaction and proposals of improvement of Students, Professors and Collaborators of mobility OUT.
Estudantes e Colaboradores
OUT
Questionnaire in digital support
OBS/GMCI Semester
46
QUALITY MANUAL 16th edition ● 2017.12.05
Scope Survey Objective Target
Audience Application
Methodology Responsible for the
Application Frequency
HUMAN RESOURCES (9)
Employee Satisfaction Evaluation
Survey
To know the levels of satisfaction, proposals for improvement and involvement of employees and, consequently, to align strategies that allow everyone to feel an integral part of the institution and that contribute to the success of the organization.
Staff Questionnaire in digital support
GAQ Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation - Scholarships
Know the levels of satisfaction and proposals for improvement for scholarships.
Students with scholarship
Questionnaire in digital support
AS - BOL Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation -
Accommodation
Know satisfaction levels and improvement proposals for accommodation.
Students staying in
IPVC residences
Questionnaire in digital support
AS - ALO Anual
MATERIALS RESOURCES AND SERVICES (10)
Survey - Accomodation
Know satisfaction levels and improvement proposals for accommodation.
Students staying in
IPVC residences
Questionnaire in digital support
AS - ALO Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation - Canteens
To know the levels of satisfaction and proposals of improvement of the users of the canteens (attendance, facilities / equipment, food).
Students Questionnaire in
digital and support
AS - ALI Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation - Bars
To know the levels of satisfaction and proposals of improvement of the users of the bars (attendance, facilities / equipment, food).
Students Staff
Questionnaire in digital and
support AS - ALI Anual
MATERIALS RESOURCES AND SERVICES (10)
Evaluation of Library User Satisfaction
To know the levels of satisfaction and proposals of improvement of the users of the Libraries.
Students Staff
Questionnaire in digital support
GAQ/BIB Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation of IPVC Service
Users
Know the satisfaction levels and improvement proposals for the IPVC Services (applied only in some services that connect to SIADAP).
Users of IPVC Services
Questionnaire in digital support
GAQ/ Service to evaluate Annual, for each evaluated service
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation-
Academic BUS
To know the levels of satisfaction and proposals of improvement of the users of the Academic BUS.
Academic Bus Users
Questionnaire in digital support
AS - BUS Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction-Event / Initiative
Evaluation
To know the levels of satisfaction and proposals of improvement in the Events / Initiatives carried out
Event Participants /
Initiatives
Questionnaire in digital support
Organizing Committees of the events / initiatives
Timely after each event / initiative
47
QUALITY MANUAL 16th edition ● 2017.12.05
Scope Survey Objective Target
Audience Application
Methodology Responsible for the
Application Frequency
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation-Social
Support Grant
To know satisfaction levels and improvement proposals for social support scholarships.
Students with social support scholarships
Questionnaire in digital support
AS - BOL Anual
MATERIALS RESOURCES AND SERVICES (10)
Evaluation of Satisfaction-
Sports Center
To know the levels of satisfaction and proposals of improvement of the users of the Sports Center.
Users of the Sports Center
Questionnaire in digital support
AS - DES Anual
MATERIALS RESOURCES AND SERVICES (10)
Satisfaction Evaluation-Health
Office
To know the levels of satisfaction and proposals of improvement of the community attended in the Health Office.
Users of Gab. of health
Questionnaire in digital support
AS - SAU Anual
48
QUALITY MANUAL 16th edition ● 2017.12.05
Appendix III: SGGQ-IPVC References (based in A3ES and ESG) Table Appendix A III.1 - Correspondence between A3ES Referentials and SGGQ-IPVC Processes
A3ES Referential Subitem SGGQ-IPVC Processes
1- Adoption of quality assurance
policy and pursuit of quality
objectives - quality culture, supported
by a policy and quality objectives that
are formally defined and publicly
available
Institutional strategy to the continuous improvement of the quality and its standards PGE
SGGQ Organization (clarity of responsibilities of the different institutional bodies and management levels) PGE; GMS
Methods of involving students and other stakeholders (internal and external) in quality assurance processes PGE, GMS, FOR
Ways to ensure academic integrity and vigilance against academic fraud and intolerance or discrimination GMS, ACA, PGE
How to implement, monitor and review the policy for quality and effective translation in the ICQS PGE, GMS
2 - Design and Approval of the
Training Offer
2.1 - courses designed and structured
so that they can reach fixed objectives.
Habilitation and qualification of courses
and level in national and European
qualification boards specified and
advertised
Designed from objectives aligned with the institutional strategy of training offer and explicitly define the learning objectives
(knowledge, skills and competences); Subject to a formal institutional process of final approval.
PGE, CRC; FOR
Involve students and other stakeholders in their design; Benefit from the contribution of experts and external references
- Information gathering and analysis systems, including feedback from alumni, employers and other relevant external partners,
to serve as a basis for decision-making on the maintenance, updating or renewal of the training offer
CRC, GMS;
OBS; ACA
Designed to allow normal student progression; Define the expected work load of the students, expressed in ECTS; Include
opportunities for professional experience in the area of properly structured training
FOR
It takes into account the purposes of teaching (Recommendation (2007) 6) on the public responsibility of HE and research:
- The creation of a comprehensive and advanced knowledge base to stimulate research and innovation
- Contribution to employability; - Preparation for active citizenship; - Support for students' personal development;
FOR, GPR,
EMP, CUL, SAU,
DES
3 - Student-centered teaching,
learning and assessment: -
Appropriate procedures to ensure that
teaching is delivered in a way that
favors an active role of the student in
the creation of the learning process, as
well as student evaluation processes
that are in line with this approach
Respects and addresses the diversity of students and their needs, allowing for flexible learning paths;
- Consider and uses different teaching and learning methods, according to students' needs and learning objectives; -
Evaluates and regularly adjusts teaching and learning methods; - Assures a sense of autonomy in the student, guaranteeing
adequate guidance and support on the part of the teacher; - Promotes mutual respect in the student-teacher relationship;
CRC; FOR
Has procedures for monitoring, evaluating and improving teaching and learning processes and outcomes, involving students,
teachers and other relevant stakeholders
CRC; FOR
Ensures that student assessment is conducted in accordance with previously defined and publicized criteria, regulations and
procedures, and are consistently applied
FOR; ACA; PIM
Defines mechanisms to deal with complaints and suggestions
GMS; EAR; GSI
49
QUALITY MANUAL 16th edition ● 2017.12.05
A3ES Referential Subitem (CONTINUATION table A III. 1) SGGQ-IPVC Processes
4 - Admission of students, progression, recognition and certification: duly approved and publicized regulations covering all phases of the student's study cycle in the institution (eg student admission, progression, recognition and certification)
Access policies and admission procedures and criteria, implemented in a consistent and transparent manner, including the provision of induction processes to the institution and to the course
CRC; FOR, ACA
The conditions and support for students to progress normally in their academic careers SAS, BIB, LAB, ACA
Processes and tools for collecting, monitoring and acting on information on student progression ACA, GSI, OBS, GMS, FOR
Fair procedures for recognition of qualifications, periods of study and previous learning FOR; ACA
Sufficiently clear certification processes regarding the learning outcomes achieved and the context, level, contents and status of the completed studies, namely by issuing the Diploma Supplement
ACA, CIN
5 - Continuous monitoring and periodic review of courses: -monitoring and periodic review of the EC, ensuring that they achieve set objectives and meet the needs of students and society. The reviews carried out lead to continuous improvement of the course and the actions planned / executed as a result of this process are communicated to all interested parties
The procedures for monitoring, evaluation and review of courses include assessment of the following elements: - The contents of the program in the light of the latest research in the disciplinary field concerned, ensuring its timeliness; - The new needs of society; - Students' workload and progression and completion rates; - The effectiveness of student assessment procedures; - The expectations, needs and satisfaction of the students in relation to the course; - The learning environment and services to support students and their adaptation to the needs of the course.
CRC; FOR OBS, GMS
6 – ID / Oriented research and high-level professional development - The institution has mechanisms to promote, evaluate and improve high-level scientific, technological, artistic and professional development activities appropriate to its institutional mission.
Mechanisms for institutionalization and management of research -Procedures and criteria for the creation, extinction and management of research units and interface units; -Procedures and criteria for raising funds; -Incentives to scientific production
PGE; GPR RHU
Mechanisms of articulation between teaching and research, namely with regard to the contact of students with research and innovation activities from the early years
CRC; FOR; GPR
Mechanisms for economic valuation of knowledge PGE; GPR
Monitoring, evaluation and improvement procedures: - human and material resources allocated to research and development; - scientific, technological and artistic production; - the results of the valorization of knowledge and the results of the link between teaching and research.
GPR, RHU, GEE GPR, GMS, OBS GPR, FOR
50
QUALITY MANUAL 16th edition ● 2017.12.05
A3ES Referential Subitem (CONTINUATION table A III. 1) SGGQ-IPVC Processes
7 – Interinstitutional collaboration and with the Community - mechanisms to promote, evaluate and improve inter-agency and community collaboration, and contribution to national and regional development
Procedures to promote, monitor, evaluate and improve activities of interface and external action, regarding: - Interinstitutional collaboration; - The provision of services abroad; - Integration into national projects and partnerships; - Contribution to regional and national development, appropriate to the institutional mission; - To obtain own revenues through the activity developed - Cultural, sporting and artistic activities abroad;
PGE; CIN, CRC GPR GPR PE, GPR GPR, GEF FOR, SAS, PIM
8 - Internationalization: - mechanisms to promote, evaluate and improve their international cooperation activities
In the context of internationalization policies, the institution defined procedures to promote, monitor, evaluate and improve activities of an international nature, namely those relating to: - Participation / coordination in international education and training activities; - mobility of students, teachers and non-teaching staff; - Participation / coordination in international research projects
CIN CRC/ FOR/ACA GPR
9- Human resources - Ensure that the recruitment, management and training of teaching and support personnel is carried out with qualification and competence guarantees so that they can effectively fulfill the functions
- Adoption and application of clear, transparent and fair recruitment procedures and conditions of employment which recognize the importance of education; - Promotion and offer of professional development opportunities; - Encourage academic activity to promote the link between education and research; - Encouraging innovation in teaching methods and the use of new technologies. The institution is primarily responsible for the quality of the performance of its staff. In this sense, the institution: - It has rules and procedures for the collection and processing of information on the competences and results of the performance of teaching staff and non-teaching staff, with a view to performance evaluation, training, promotion and recognition of merit; - It has had procedures to regulate and guarantee the corresponding processes of decision-making, implementation and follow-up.
RHU FOR
10 - Material resources and services It provides a variety of resources to support learning, from physical resources (facilities, libraries, ICT resources, pedagogical and scientific equipment, ... including safety and environmental aspects, as well as the specific needs of students with disabilities) Mentoring, supervision and counseling support, promoting their publicity to students; - takes into account the needs of specific groups, such as part-time or employed students, international students and students with disabilities; - It has mechanisms that allow the collection and analysis of information regarding the maintenance, management and adequacy of material resources and support services; - It has had procedures to regulate and guarantee the corresponding processes of decision-making, implementation and follow-up.
GEI, AHS, LAB; BIB; GSI, SAS, GEF
51
QUALITY MANUAL 16th edition ● 2017.12.05
A3ES Referential Subitem (CONTINUATION table A III. 1) SGGQ-IPVC Processes
11 - Information management: The institution is equipped with mechanisms that Ensure the collection, analysis and use of results
It has mechanisms to obtain information on the needs and expectations of different stakeholders regarding the quality of training and services offered; - It has systems for collecting reliable information for the collection of results and other relevant data and indicators, including, inter alia (see guidelines of the ESG 1.7 standard): • Key performance indicators; • The profile of the student population; • The rates of student progression, success, and dropout; • Student satisfaction with their courses; • Learning resources and support for available students; • Employability and career paths for graduates - Defined procedures to regulate and guarantee the decision-making processes related to the use of the results, as well as the strategies of action to improve processes and results and the corresponding follow-up; - It has ways of involving the interested parties, namely students and teaching and non-teaching staff, in the measurement, analysis and improvement of results.
GSI, ACA, GMS, OBS CRC, FOR
12 - Public information: Mechanisms that allow the periodic publication of up-to-date, unbiased and objective information, both quantitatively and qualitatively, about the courses, degrees and diplomas offered and other activities developed
- The mission and objectives of the institution, its statutes and regulations, as well as those of the organizational units that constitute it; - The training offer; - the learning objectives and qualifications conferred, and the prospects of employability, in relation to each course; - The qualification of teaching staff and their system of linkage to the institution and the provision of services; - Student access and orientation policies; - The planning of the courses; - The methodologies of teaching, learning and evaluation of students; - Mobility opportunities; - The rights and duties of students; - School social action services; - Mechanisms to deal with complaints and suggestions; - access to material resources and education support services; - The results of teaching, expressed in the academic results, of job placement (including the monitoring of the course of their graduates for a reasonable period of time, in the perspective of employability) and degree of satisfaction of the interested parties; - The internal quality assurance policies, accreditation certificates and results of the evaluation of the institution and its study cycles
GSI, PIM,
52
QUALITY MANUAL 16th edition ● 2017.12.05
Table Appendix A III.2 - Correspondence between European Standard Guidelines (ESG, 2015) and SGGQ-IPVC Processes
ESG Subitem SGGQ-IPVC Processes
1.1 POLICY FOR QUALITY
ASSURANCE
It must be made public and forms
part of their strategic management.
The internal stakeholders should
develop and implement this policy
through appropriate structures and
processes, while involving external
stakeholders.
Policies and processes are the main pillars of a coherent institutional quality assurance system that forms a cycle for
continuous improvement and contributes to the accountability of the institution. PGE, GMS
It supports the development of quality culture in which all internal stakeholders assume responsibility for quality and engage in
quality assurance at all levels of the institution. In order to facilitate this, the policy has a formal status and is publicly available. PGE, GMS
Quality assurance policies are most effective when they reflect the relationship between research and learning & teaching and
take account of both the national context in which the institution operates, the institutional context and its strategic approach.
Such a policy supports the organisation of SGGQ (quality assurance system); departments, schools, institutional bodies and
other organisational units as well as those of institutional leadership, staff members and students take on their responsibilities
in quality assurance; academic integrity and freedom, which is vigilant against academic fraud and protects against intolerance
of any kind or discrimination; there is involvement of external stakeholders in quality assurance
PGE, GPR GMS
The policy translates into practice through a variety of internal quality assurance processes that allow participation across the
institution. How the policy is implemented, monitored and revised is the institution’s decision. PGE, GMS
The quality assurance policy also covers any elements of an institution’s activities that are subcontracted to or carried out by
other parties.
PGE, GMS, GEF
1.2 DESIGN AND APPROVAL OF
PROGRAMMES (PLANS)
Objectives established, including the
intended learning outcomes. The
resulting qualifications must be
clearly specified and communicated
(capabilities), and refer to the
National and European qualifications
framework.
Study programmes/plans are at the core of the IES (higher education institutions) teaching mission. They provide to the
students academic knowledge and skills, including those that are transferable, which may influence their personal
development and may be applied in their future careers.
CRC FOR
Programmes/PLANS:
- are designed with overall programme objectives that are in line with the institutional strategy and have explicit intended
learning outcomes; are involving students and other stakeholders in the work; benefit from external expertise and reference
points; reflect the four purposes of higher education of the Council of Europe (cf. Scope and Concepts); are designed so that
they enable student progression; define the student workload, e.g. in ECTS;
- include well-structured opportunities outside the institution (IES) e.g. internships and other programmes; are subject to a
formal institutional approval process.
CRC FOR CIN
53
QUALITY MANUAL 16th edition ● 2017.12.05
ESG Subitem (CONTINUATION table A III. 2) SGGQ-IPVC Processes
1.3 STUDENT-CENTRED
LEARNING, TEACHING AND
ASSESSMENT
Ensure that the programmes are
delivered in a way that encourages
students to take an active role in
creating the learning process, and
that the assessment of students
reflects this approach.
Student-centred learning and teaching plays an important role in stimulating students’ motivation, self-reflection and
engagement in the learning process. This means careful attention of the design and implementation of study programmes and
the results assessment.
FOR ACA
The implementation of student-centred learning and teaching: - respects and attends to the diversity of students and their needs, enabling flexible learning paths; - considers and uses different modes of implementation, where appropriate; - uses a variety of pedagogical methods; - regularly evaluates and adjusts the ways of implementation and pedagogical methods; - encourages a sense of autonomy in the learner, while ensuring adequate guidance and support from the teacher; - promotes mutual respect within the learner-teacher relationship; - has appropriate procedures for dealing with students’ complaints.
FOR GMS
Considering the importance of assessment for the students’ progression and their future careers, the qual ity assurance
processes for assessment take into account the following:
- Assessors are familiar with existing testing and evaluation methods and receive support in developing their own skills in this
field; The criteria and method of assessment as well as criteria for scheduling are published in advance; The assessment
allows students to demonstrate the extent to which the intended learning results have been achieved. Students are given
feedback, which, if necessary, is linked to advice on the learning process; Where possible, assessment is carried out by more
than one examiner; The regulations for assessment take into account mitigating circumstances; Assessment is consistent,
fairly applied to all students and carried out in accordance with the stated procedures; There is a formal procedure for student’
test revision.
FOR ACA
1.4 STUDENT ADMISSION,
PROGRESSION, RECOGNITION
AND CERTIFICATION
Institutions should consistently apply
pre-defined and published
regulations covering all phases of
the student “life cycle”.
Providing conditions and support that are necessary for students to make progress in their academic career. It is vital to have admission, recognition and conclusion procedures, particularly when students are mobile within and across higher education systems.
SAS ACA, FOR, CIN
Admission processes and criteria are implemented consistently and in a clear manner. Integration actions to the institution and the programme are developed.
CRC, FOR, ACA, SAS
Processes and tools to collect, monitor and act on information on student progression. FOR, ACA, OBS
Recognition of higher education qualifications, periods of study and prior learning, including the recognition of non-formal and informal learning, are essential components for ensuring the students’ progress in their studies, while promoting mobility. Appropriate recognition procedures rely on institutional practice for recognition being in line with the principles of the Lisbon Recognition Convention; cooperation with other institutions, quality assurance agencies and the national recognition agencies, with a view to ensuring coherent recognition across the country.
ACA, CIN
Graduation represents the culmination of the students’ period of study. Students need to receive documentation explaining the
qualification gained, including achieved learning results and the context, level, content and status of the studies that were
pursued and successfully completed.
ACA
54
QUALITY MANUAL 16th edition ● 2017.12.05
ESG Subitem (CONTINUATION table A III. 2) SGGQ-IPVC Processes
1.5 TEACHING STAFF
Institutions should assure
themselves of the competence of
their teachers. They should apply
fair and clear processes for the
recruitment and development of the
staff.
The teacher’s role is essential in creating a high quality student experience and enabling the acquisition of knowledge,
competences and skills. The diversifying student population and stronger focus on learning results require student-centred
learning and teaching (cf. 1.3). Higher education institutions (IES) have primary responsibility for the quality of their staff and
for providing them with a supportive environment that allows them to carry out their work effectively.
CRC, FOR, RHU
Follows clear, transparent and fair processes for staff recruitment and conditions of employment that recognise the importance of teaching; opportunities for/and promotes the professional development of teaching staff; encourages the strengthening of the link between education and research; encourages innovation in teaching methods and the use of new technologies.
RHU GSI
1.6 LEARNING RESOURCES AND
STUDENT SUPPORT
Institutions should have appropriate
funding for learning and teaching
activities and ensure that adequate
and readily accessible learning
resources and student support are
provided.
Provide a range of resources to assist student learning: physical resources from libraries, study facilities and IT infrastructure, to human support in the form of tutors, counsellors and other advisers. The role of support services is of particular importance in facilitating the mobility of students within and across higher education systems.
GEI, AHS, GEE, BIB, GSI, FOR, SAS
The needs of a diverse student population (such as mature, part-time, employed and international students as well as students with disabilities), and the shift towards student-centred learning and flexible modes of learning and teaching, are taken into account when allocating, planning and providing the learning resources and student support.
ACA, FOR; AHS, GSI
Support activities and facilities may be organised in a variety of ways depending on the institutional context. However, we must ensure that all resources are fit for purpose, accessible, and that students are informed about the services available to them.
SAS, ACA, BIB, GSI
In delivering support services, the role of support and administrative staff is crucial and therefore they need to be qualified and
have opportunities to develop their competences. RHU
1.7 INFORMATION MANAGEMENT Institutions should ensure that they collect, analyse and use relevant information for the effective management of their programmes and other activities.
Reliable data is crucial for informed decision-making and for knowing what is working well and what needs attention. Effective processes to collect and analyse information about study programmes and other activities feed into the internal quality assurance system.
GSI, ACA, OBS, GMS
The information gathered depends, to some extent, on the type and mission of the institution. The following are of interest: Key performance indicators; Profile of the student population; Student progression, success and drop-out rates; Students’ satisfaction with their programmes; Learning resources and student support available; Career paths of graduates.
ACA/FOR GMS BIB, SAS
Various methods of collecting information may be used. It is important that students and staff are involved in providing and analysing information and planning follow-up activities.
FOR GMS, OBS
1.8 PUBLIC INFORMATION Institutions should publish information about their activities, including programmes, which is clear, accurate, objective, up-to-date and accessible.
Information on institutions’ activities is useful for prospective and current students as well as for graduates, other stakeholders and the public.
GSI PIM
Institutions provide information about their activities, including the programmes they offer and the selection criteria for them, the intended learning results, the qualifications they award, the teaching, learning and assessment procedures used, the pass rates and the learning opportunities available to their students as well as graduate employment information
FOR PIM
55
QUALITY MANUAL 16th edition ● 2017.12.05
ESG Subitem (CONTINUATION table A III. 2) SGGQ-IPVC Processes
1.9 CONTINUOUS MONITORING AND PERIODIC REVIEW OF PROGRAMMES
To ensure that they achieve the objectives set for them and respond to the needs of students and society. These reviews should lead to continuous improvement of the programme/study plans. Any action planned or taken as a result, should be communicated to all those concerned. Regular monitoring, review and revision of study programmes should be made.
CRC FOR
They include the evaluation of the content of programmes: in the light of the latest research in the given discipline thus ensuring that the programme is up to date; the changing needs of society; the students’ workload, progression and completion; the effectiveness of procedures for assessment of students; the student expectations, needs and satisfaction in relation to the programme; the learning environment and support services and their fitness for purpose for the programme
Programmes are reviewed and revised regularly, involving students and other stakeholders. The information collected is analysed and the programme is adapted to ensure that it is up-to-date. Revised programme specifications are published.
1.10 QUALITY ASSURANCE -
EXTERNAL CYCLICAL
ASSESSMENT
Institutions should go through
external quality assurance in line
with the ESG on a cyclical basis.
External quality assurance in its various forms can verify the effectiveness of institutions’ internal quality assurance, act as a catalyst for improvement and offer the institution new perspectives. It will also provide information to assure the institution and the public of the quality of the institution’s activities.
FOR CRC GMS
Institutions participate in the external quality assurance that takes account, where relevant, of the requirements of the legislative framework in which they operate. Therefore, this external quality assurance may take different forms and focus at different organisational levels (such as programme/course, faculty or institution).
FOR, CRC PIM
Quality assurance is a continuous process that does not end with the external feedback or report or its follow-up process within the institution. Therefore, institutions ensure that the progress made since the last external quality assurance activity is taken into consideration when preparing for the next one.
PGE GMS
56
QUALITY MANUAL 16th edition ● 2017.12.05
Table Appendix A III.3 - Correspondence between ISO 9001: 2015 requirements and SGGQ-IPVC Processes
SGGQ-IPVC PROCESSES
RE
QU
IRE
ME
NT
S
ISO
900
1:20
15
PLA
NN
ING
AN
D S
TR
AT
EG
IC
MA
NA
GE
ME
NT
(PG
E)
CO
UR
SE
S D
EV
ELO
PM
EN
T
AN
D R
ES
TR
UC
TU
RA
TIO
N
CR
C)
INT
ER
NA
TIO
NA
L
CO
OP
ER
AT
ION
(CIN
)
ED
UC
AT
ION
(FO
R)
PR
OJE
CT
S M
AN
AG
EM
EN
T
(GP
R)
HU
MA
N R
ES
OU
RC
ES
(RH
U)
AC
AD
EM
IC S
ER
VIC
ES
(AC
A)
SO
CIA
L S
ER
VIC
ES
(A
LI, A
LO,
BO
L, D
ES
, SA
U, C
UL,
EM
P,
BU
S,)
LIB
RA
RY
AN
D A
RC
HIV
E (
BIB
,
EA
R)
LAB
OR
AT
OR
IES
(LA
B)
SU
B-C
ON
TR
AC
TO
RS
AN
D
INF
RA
ST
RU
CT
UR
ES
MA
NA
GE
ME
NT
(GE
I)
EN
VIR
ON
ME
NT
, HY
GIE
NE
AN
D S
AF
ET
Y (A
HS
)
DO
CU
ME
NT
AL
MA
NA
GE
ME
NT
(GD
O)
EC
ON
OM
IC-F
INA
NC
IAL
MA
NA
GE
ME
NT
(A
PR
, CT
E,
PA
T)
INF
OR
MA
TIO
N S
YS
TE
M
MA
NA
GE
ME
NT
(GS
I)
PR
OM
OT
ION
AN
D IM
AG
E
(PIM
)
OB
SE
RV
AT
OR
Y (O
BS
)
SY
ST
EM
MA
NA
GE
ME
NT
AN
D
IMP
RO
VE
ME
NT
(GM
S)
4. QUALITY MANAGEMENT SYSTEM
4.1. X X X
4.2. X X X
4.3. X X 4.4. X X X X X X X X X X X X X X X X X X 5. LIDERSHIP
5.1. X X X X X 5.2. X X 5.3. X
6. PLANNING
6.1. X X X X X X X X X X X X X X X X X X
6.2. X X 6.3 X X
7. SUPPORT
7.1. X X X X X X X X X X X X X X X X X X
7.2. X X X X
7.3. X X
7.4. X X
7.5. X X X
8. OPERATIONALIZATION
8.1. X X X X X X X X X X X X X X X X X X
8.2. X X X X X X X X X X X X X X X
8.3. X X
8.4. X X X X X
8.5. X X X X X X X X X X X X X X X X X
8.6. X X X X X X X X X X X X X X X X X
8.7. X X X X X X X X X X X X X X X X X 9. PERFORMANCE ASSESSMENT
9.1. X X X X X X X X X X X X X X X X X X 9.2. X X X X X X X X X X X X X X X X X X
9.3. X X X X X X X X X X X X X X X X X X 10. IMPROVEMENT
10.1. X X X X X X X X X X X X X X X X X X
10.2. X X X X X X X X X X X X X X X X X X
10.3. X X X X X X X X X X X X X X X X X X