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Quality in a university

ricard de la vega
ricard de la vega

How to implement quality in a university. AUDIT degree's quality model

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Quality Management at UPC Quality at UPC Ricard de la Vega July 2011
Your expectations Quality at UPC are....
Basic quality assurance principles inside the lEEES (Bergen statement, 2005) Quality assurance is a fundamental principle in the EEES. Each university is the only fully-warrant of its own quality. Quality culture should be promoted by each university between their own professors and staff. Quality at UPC Accountability is totally compatible with improving quality. Quality should be proved with an international scope. Quality should be pursued at all levels inside each university (not only at teaching or researching).
We are going to talk about Q but Quality at UPC 多What is Q in an university? 多Why Q is important for an university?
What animal looks like your university? Quality at UPC
An university is like an elephant .. Quality at UPC And an elephant is made by ..
And its main business is about changing people and producing knowledge.. Quality at UPC
UPCs Q model Quality at UPC How can we assure and improve the global quality of our university?
Main phases TO AUDIT TO FOLLOW UP TO CERTIFY Degree's design Degree's implementation Degree's evaluation SAIQ design Quality at UPC Yearly report Degree's project Continuous improvement Degree Degree Degree University global report
Implementing a Degrees Q tool AUDIT Its a model with a main purpose: to assure the Quality at UPC degrees and masters programs quality levels.
Level 1: a global view. What looks like AUDIT? 7 main processes 1. Policy and quality objectives 2. Degrees design Quality at UPC 3. Student's learning 4. Staff (Professors and PAS) 5. Material resources and services 6. Continous quality improvement 7. Public information
Level 1: a more detailed view. What looks like AUDIT? sub processes AUDIT 2009 - 2010 Directiu Proc辿s 1.1 Definir pol鱈tica i objectius de qualitat de la formaci坦 1. Definir pol鱈tica i objectius de qualitat de la formaci坦 2.1 Garantir la qualitat dels seus programes formatius 2. Garantir la qualitat dels seus programes formatius 3.1 Definici坦 de perfils dingr辿s/graduaci坦 i admissi坦 Quality at UPC 3.2 Suport i orientaci坦 als estudiants 3.3 Metodologia densenyament i avaluaci坦 Desenvolupar els seus programes formatius per afavorir laprenentatge 3.4 Gesti坦 de la mobilitat de l'estudiant 3. de lestudiant 3.5 Gesti坦 de l'orientaci坦 professional 3.6 Gesti坦 de les prctiques externes 3.7 Gesti坦 d'incid竪ncies, reclamacions i suggeriments 4.1 Definici坦 de les pol鱈tiques de PDI i PAS 4.2 Captaci坦 i selecci坦 de PDI i PAS 4. Garantir la qualitat del personal acad竪mic i dadministraci坦 i serveis 4.3 Formaci坦 de PDI i PAS 4.4 Avaluaci坦, promoci坦 i reconeixement del PDI i PAS 5.1 Gesti坦 i millora dels recursos materials 5. Garantir la qualitat dels recursos materials i serveis 5.2 Gesti坦 i millora dels serveis Recollir i analitzar els resultats per a la millora dels programes 6.1 Recollida i anlisi dels resultats 6. formatius 7.1 Publicaci坦 d'informaci坦 i rendici坦 de comptes sobre els programes 7. Publicar la informaci坦 i retre comptes sobre els programes formatius formatius
Level 1: a global view. What looks like AUDIT? Quality at UPC
Level 2: a more detailed view. Each process has to be defined. 1. Purpose 2. Range of application 3. References to apply 4. Definitions Quality at UPC 5. Process development 6. Follow up and measurement 7. Evidences 8. Responsibilities 9. Stakeholders and mechanisms to involve them 10. Stakeholders accountability 11. Way of taking decisions process 12. Information gathering processes 13. Workflow
Proc辿s de Gesti坦 dIncid竪ncies. Reclamacions i Suggeriments Inici Marc normatiu UPC Definici坦 de canals i Reglament ETSETB procediments datenci坦 Serveis administratius i dincid竪ncies, reclamacions, de suport suggeriments i felicitacions Estructura docent Equip Directiu Level 3: Difusi坦 dels canals i procediments datenci坦 dincid竪ncies, reclamacions, suggeriments i felicitacions Carta de Serveis als estudiants Carta de Serveis al professorat Guia de Serveis per al a Equip Directiu professorat Guia Docent Recepci坦 i canalitzaci坦 dincid竪ncies, reclamacions, suggeriments i felicitacions Quality at UPC Incid竪ncia/reclamaci坦/ workflow Equip Directiu suggeriment/felicitaci坦 Sostdirector Qualitat Cap dels Serveis de Gesti坦 i Suport view. Incid竪ncies/reclamacions Suggeriments Agra誰ment Felicitacions Agra誰ment 1 Equip Directiu Equip Directiu Cap drea Servei implicat Cap drea Servei implicat Anlisi suggeriment Equip Directiu Document agra誰ment Comunicaci坦 resultat Cap drea Servei implicat autor suggeriment Equip Directiu Cap drea Servei implicat No Suposa una millora viable? Comunicaci坦 resultats Sotsdirector de Qualitat Si Equip Directiu Proc辿s implantaci坦 millora Cap drea Servei implicat Equip Directiu Cap drea Servei implicat Arxiu suggeriment Suggeriment Resposta/valoraci坦 Equip Directiu Proc辿s de millora Cap drea Servei implicat Avaluaci坦 proc辿s millora implantat (si escau) Equip Directiu Cap drea Servei implicat Fi
Proc辿s de Gesti坦 dIncid竪ncies. Reclamacions i Suggeriments 1 Anlisi incid竪ncia/ reclamaci坦 Equip Directiu Level 3: Cap drea Servei implicat Resoluci坦 incid竪ncia/ reclamaci坦 a Equip Directiu Cap drea Servei implicat Quality at UPC workflow Comunicaci坦 resoluci坦 reclamant Equip Directiu Cap drea Servei implicat No Necessitat correcci坦? Si view. No Reclamant satisfet? Proc辿s de correcci坦 Equip Directiu Cap drea Servei implicat Reclamaci坦 instncia superior Anlisi correcci坦 Si Equip Directiu Cap drea Servei implicat Comunicaci坦 expedient reclamaci坦 Sotsdirector Qualitat Equip Directiu Cap drea Servei implicat Arxiu reclamaci坦 Incid竪ncia/reclamaci坦 Resposta/valoraci坦 Equip Directiu Proc辿s de correcci坦 Cap drea Servei implicat implantat (si escau) Fi
Who is engage in? The main AUDIT actors Executive level Consultant level Approval level Stakeholders level Quality at UPC Dean GPAQ Vice dean Q School Committee Vice deans stakeholders
Main philosophy: One process One responsible Eix Nom del proc辿s Propietari del proc辿s 1.0.1 PQ Definir Pol鱈tica i objectius de Qualitat Directora 1.1.1.QPF Garantir la Qualitat dels Programes Formatius Directora Quality at UPC 1.2.1 PAE Definir perfils i admissi坦 dels estudiants Sots direcci坦 de Promoci坦 dels Estudis 1.2.2.OEDE Orientar a lestudiant i desenvol. ensenyament Sots direcci坦 de Planificaci坦 Acad竪mica 1,2.3.ME Gestionar la mobilitat de lestudiant Sots direcci坦 de Relacions Internacionals 1.2.4.OP Gestionar lorientaci坦 professional Sots direcci坦 de Relacions amb les Empreses 1.2.5.PE Gestionar les prctiques externes Sots direcci坦 de Relacions amb les Empreses 1.2.6.IRS Gestionar les incid竪ncies, reclamacions i Sots direcci坦 de Qualitat suggeriments 1.3.PDIPAS Garantir la millora del PDI i PAS VGDOP 1.4.1.GRMS Gestionar els Recursos Materials Cap de Serveis ETSETB 1.4.2.GS Gestionar els serveis Cap de Serveis ETSETB 1.5.AR Analitzar els resultats Sots direcci坦 de Qualitat 1.6.PIT Publicaci坦 i informaci坦 sobre titulacions Sots direcci坦 de Qualitat
Is that really helpful? Quality at UPC Or Are we facing the paper menace !
WE PUT ANITHING ON PAPER Quality at UPC
Quality at UPC
Quality at UPC
Succeeding with AUDIT implies to change our mental model: Not a book neither a document, but Quality at UPC empowering people Professors Students Employers Society
Other Q initiatives to support Quality at UPC AUDIT implementation process.
Staff Training: Its main purpose is to qualify staff in quality management. Qu竪 canviar? Com canviar? Perqu竪 canviar? Model Plan Do Check Act Retre comptes Elaborar un a la societat A1 pla estrat竪gic A8 P1 La Q: per on Documentar comen巽o? Introducci坦 a SSII de la Q Quality at UPC Elaborar un pla procediments les eines de Q de millora A2 A4 A6 P2 Lexcel揃l竪ncia: m辿s enll de la Eines Q La gesti坦 per Les enquestes A9 estad鱈stiques i processos Compromisos six sigma de Q: la carta A7 A3 A5 P3 de serveis Processos Eines de Q SSII Introducci坦 a l SS GG de la Lauditor intern: Implantar l ISO ISO Q t竪cniques B1 B2 B3 dauditoria Introducci坦 a lAUDIT AUDIT Lauditor intern: Model Avan巽at t竪cniques Q C1 C2 C3 d'auditoria
Advising Directive Teams real analysis before implementing AUDIT Quality at UPC And looking for realistic solutions
Quality at UPC Belbins Teamwork tool to improve interaction
Quality at UPC Engaging Students to improve performance
And Software to manage Q Quality at UPC SAT follow up process + TOTQ manage audit
Quality at UPC 30
Quality at UPC 31
And Public (and true) information to help Quality at UPC the students in their decision process.
Quality at UPC
Quality at UPC
Quality at UPC
The GPAQ Structure and pertinent matters. Manager Quality at UPC Administrative Staff 1 person Professors planning Strategic planning Statistics, Information and evaluation and Quality assurance Surveys and reports systems 2 people 4 people 2 people 2 people
Our main competences Strategic planning Academic and economical planning Quality at UPC Quality assurance Institutional indicators (corporate statistics) Surveys Corporate MIS (management information systems)
Our web http://www.upc.edu/gpaq Quality at UPC
Would you like to take a look at our AUDITs? Centre Docent Difusi坦 SGIQ a la WEB Quality at UPC 200 - Facultat de Matemtiques i Estad鱈stica (FME) Enlla巽 al SGIQ FME 220 - Escola T竪cnica Superior d'Enginyeries Industrial i Aeronutica de Terrassa (ETSEIAT) Enlla巽 al SGIQ ETSEIAT 230 - Escola T竪cnica Superior d'Enginyeria de Telecomunicaci坦 de Barcelona (ETSETB) Enlla巽 al SGIQ ETSETB 250 - Escola T竪cnica Superior d'Enginyers de Camins, Canals i Ports de Barcelona (ETSECCPB) Enlla巽 al SGIQ ETSECCPB 270 - Facultat d'Informtica de Barcelona (FIB) Enlla巽 al SGIQ FIB 280 - Facultat de Nutica de Barcelona (FNB) Enlla巽 al SGIQ FNB 290 - Escola T竪cnica Superior d'Arquitectura del Vall竪s (ETSAV) Enlla巽 al SGIQ ETSAV 300 - Escola Polit竪cnica Superior de Castelldefels (EPSC) Enlla巽 al SGIQ EPSC 310 - Escola Polit竪cnica Superior d'Edificaci坦 de Barcelona (EPSEB) Pendent 330 - Escola Polit竪cnica Superior d'Enginyeria de Manresa (EPSEM) Enlla巽 al SGIQ EPSEM
So finally.. 多What is Quality at UPC quality in an university?
Quality at UPC
Quality is about confidence, society confidence, Quality at UPC to create social value. Thats why we need Q tools to help us changing our minds and our work culture.
Inner ring: Fit between day-by-day practice and models requirements. (professors) + Quality at UPC Outer ring: Social perception of creating social value. (students and society)
Quality at UPC Thank you for your kind attention. Any question or interest ?

More Related Content

Quality in a university

  • 1. Quality Management at UPC Quality at UPC Ricard de la Vega July 2011
  • 2. Your expectations Quality at UPC are....
  • 3. Basic quality assurance principles inside the lEEES (Bergen statement, 2005) Quality assurance is a fundamental principle in the EEES. Each university is the only fully-warrant of its own quality. Quality culture should be promoted by each university between their own professors and staff. Quality at UPC Accountability is totally compatible with improving quality. Quality should be proved with an international scope. Quality should be pursued at all levels inside each university (not only at teaching or researching).
  • 4. We are going to talk about Q but Quality at UPC 多What is Q in an university? 多Why Q is important for an university?
  • 5. What animal looks like your university? Quality at UPC
  • 6. An university is like an elephant .. Quality at UPC And an elephant is made by ..
  • 7. And its main business is about changing people and producing knowledge.. Quality at UPC
  • 8. UPCs Q model Quality at UPC How can we assure and improve the global quality of our university?
  • 9. Main phases TO AUDIT TO FOLLOW UP TO CERTIFY Degree's design Degree's implementation Degree's evaluation SAIQ design Quality at UPC Yearly report Degree's project Continuous improvement Degree Degree Degree University global report
  • 10. Implementing a Degrees Q tool AUDIT Its a model with a main purpose: to assure the Quality at UPC degrees and masters programs quality levels.
  • 11. Level 1: a global view. What looks like AUDIT? 7 main processes 1. Policy and quality objectives 2. Degrees design Quality at UPC 3. Student's learning 4. Staff (Professors and PAS) 5. Material resources and services 6. Continous quality improvement 7. Public information
  • 12. Level 1: a more detailed view. What looks like AUDIT? sub processes AUDIT 2009 - 2010 Directiu Proc辿s 1.1 Definir pol鱈tica i objectius de qualitat de la formaci坦 1. Definir pol鱈tica i objectius de qualitat de la formaci坦 2.1 Garantir la qualitat dels seus programes formatius 2. Garantir la qualitat dels seus programes formatius 3.1 Definici坦 de perfils dingr辿s/graduaci坦 i admissi坦 Quality at UPC 3.2 Suport i orientaci坦 als estudiants 3.3 Metodologia densenyament i avaluaci坦 Desenvolupar els seus programes formatius per afavorir laprenentatge 3.4 Gesti坦 de la mobilitat de l'estudiant 3. de lestudiant 3.5 Gesti坦 de l'orientaci坦 professional 3.6 Gesti坦 de les prctiques externes 3.7 Gesti坦 d'incid竪ncies, reclamacions i suggeriments 4.1 Definici坦 de les pol鱈tiques de PDI i PAS 4.2 Captaci坦 i selecci坦 de PDI i PAS 4. Garantir la qualitat del personal acad竪mic i dadministraci坦 i serveis 4.3 Formaci坦 de PDI i PAS 4.4 Avaluaci坦, promoci坦 i reconeixement del PDI i PAS 5.1 Gesti坦 i millora dels recursos materials 5. Garantir la qualitat dels recursos materials i serveis 5.2 Gesti坦 i millora dels serveis Recollir i analitzar els resultats per a la millora dels programes 6.1 Recollida i anlisi dels resultats 6. formatius 7.1 Publicaci坦 d'informaci坦 i rendici坦 de comptes sobre els programes 7. Publicar la informaci坦 i retre comptes sobre els programes formatius formatius
  • 13. Level 1: a global view. What looks like AUDIT? Quality at UPC
  • 14. Level 2: a more detailed view. Each process has to be defined. 1. Purpose 2. Range of application 3. References to apply 4. Definitions Quality at UPC 5. Process development 6. Follow up and measurement 7. Evidences 8. Responsibilities 9. Stakeholders and mechanisms to involve them 10. Stakeholders accountability 11. Way of taking decisions process 12. Information gathering processes 13. Workflow
  • 15. Proc辿s de Gesti坦 dIncid竪ncies. Reclamacions i Suggeriments Inici Marc normatiu UPC Definici坦 de canals i Reglament ETSETB procediments datenci坦 Serveis administratius i dincid竪ncies, reclamacions, de suport suggeriments i felicitacions Estructura docent Equip Directiu Level 3: Difusi坦 dels canals i procediments datenci坦 dincid竪ncies, reclamacions, suggeriments i felicitacions Carta de Serveis als estudiants Carta de Serveis al professorat Guia de Serveis per al a Equip Directiu professorat Guia Docent Recepci坦 i canalitzaci坦 dincid竪ncies, reclamacions, suggeriments i felicitacions Quality at UPC Incid竪ncia/reclamaci坦/ workflow Equip Directiu suggeriment/felicitaci坦 Sostdirector Qualitat Cap dels Serveis de Gesti坦 i Suport view. Incid竪ncies/reclamacions Suggeriments Agra誰ment Felicitacions Agra誰ment 1 Equip Directiu Equip Directiu Cap drea Servei implicat Cap drea Servei implicat Anlisi suggeriment Equip Directiu Document agra誰ment Comunicaci坦 resultat Cap drea Servei implicat autor suggeriment Equip Directiu Cap drea Servei implicat No Suposa una millora viable? Comunicaci坦 resultats Sotsdirector de Qualitat Si Equip Directiu Proc辿s implantaci坦 millora Cap drea Servei implicat Equip Directiu Cap drea Servei implicat Arxiu suggeriment Suggeriment Resposta/valoraci坦 Equip Directiu Proc辿s de millora Cap drea Servei implicat Avaluaci坦 proc辿s millora implantat (si escau) Equip Directiu Cap drea Servei implicat Fi
  • 16. Proc辿s de Gesti坦 dIncid竪ncies. Reclamacions i Suggeriments 1 Anlisi incid竪ncia/ reclamaci坦 Equip Directiu Level 3: Cap drea Servei implicat Resoluci坦 incid竪ncia/ reclamaci坦 a Equip Directiu Cap drea Servei implicat Quality at UPC workflow Comunicaci坦 resoluci坦 reclamant Equip Directiu Cap drea Servei implicat No Necessitat correcci坦? Si view. No Reclamant satisfet? Proc辿s de correcci坦 Equip Directiu Cap drea Servei implicat Reclamaci坦 instncia superior Anlisi correcci坦 Si Equip Directiu Cap drea Servei implicat Comunicaci坦 expedient reclamaci坦 Sotsdirector Qualitat Equip Directiu Cap drea Servei implicat Arxiu reclamaci坦 Incid竪ncia/reclamaci坦 Resposta/valoraci坦 Equip Directiu Proc辿s de correcci坦 Cap drea Servei implicat implantat (si escau) Fi
  • 17. Who is engage in? The main AUDIT actors Executive level Consultant level Approval level Stakeholders level Quality at UPC Dean GPAQ Vice dean Q School Committee Vice deans stakeholders
  • 18. Main philosophy: One process One responsible Eix Nom del proc辿s Propietari del proc辿s 1.0.1 PQ Definir Pol鱈tica i objectius de Qualitat Directora 1.1.1.QPF Garantir la Qualitat dels Programes Formatius Directora Quality at UPC 1.2.1 PAE Definir perfils i admissi坦 dels estudiants Sots direcci坦 de Promoci坦 dels Estudis 1.2.2.OEDE Orientar a lestudiant i desenvol. ensenyament Sots direcci坦 de Planificaci坦 Acad竪mica 1,2.3.ME Gestionar la mobilitat de lestudiant Sots direcci坦 de Relacions Internacionals 1.2.4.OP Gestionar lorientaci坦 professional Sots direcci坦 de Relacions amb les Empreses 1.2.5.PE Gestionar les prctiques externes Sots direcci坦 de Relacions amb les Empreses 1.2.6.IRS Gestionar les incid竪ncies, reclamacions i Sots direcci坦 de Qualitat suggeriments 1.3.PDIPAS Garantir la millora del PDI i PAS VGDOP 1.4.1.GRMS Gestionar els Recursos Materials Cap de Serveis ETSETB 1.4.2.GS Gestionar els serveis Cap de Serveis ETSETB 1.5.AR Analitzar els resultats Sots direcci坦 de Qualitat 1.6.PIT Publicaci坦 i informaci坦 sobre titulacions Sots direcci坦 de Qualitat
  • 19. Is that really helpful? Quality at UPC Or Are we facing the paper menace !
  • 20. WE PUT ANITHING ON PAPER Quality at UPC
  • 23. Succeeding with AUDIT implies to change our mental model: Not a book neither a document, but Quality at UPC empowering people Professors Students Employers Society
  • 24. Other Q initiatives to support Quality at UPC AUDIT implementation process.
  • 25. Staff Training: Its main purpose is to qualify staff in quality management. Qu竪 canviar? Com canviar? Perqu竪 canviar? Model Plan Do Check Act Retre comptes Elaborar un a la societat A1 pla estrat竪gic A8 P1 La Q: per on Documentar comen巽o? Introducci坦 a SSII de la Q Quality at UPC Elaborar un pla procediments les eines de Q de millora A2 A4 A6 P2 Lexcel揃l竪ncia: m辿s enll de la Eines Q La gesti坦 per Les enquestes A9 estad鱈stiques i processos Compromisos six sigma de Q: la carta A7 A3 A5 P3 de serveis Processos Eines de Q SSII Introducci坦 a l SS GG de la Lauditor intern: Implantar l ISO ISO Q t竪cniques B1 B2 B3 dauditoria Introducci坦 a lAUDIT AUDIT Lauditor intern: Model Avan巽at t竪cniques Q C1 C2 C3 d'auditoria
  • 26. Advising Directive Teams real analysis before implementing AUDIT Quality at UPC And looking for realistic solutions
  • 27. Quality at UPC Belbins Teamwork tool to improve interaction
  • 28. Quality at UPC Engaging Students to improve performance
  • 29. And Software to manage Q Quality at UPC SAT follow up process + TOTQ manage audit
  • 32. And Public (and true) information to help Quality at UPC the students in their decision process.
  • 36. The GPAQ Structure and pertinent matters. Manager Quality at UPC Administrative Staff 1 person Professors planning Strategic planning Statistics, Information and evaluation and Quality assurance Surveys and reports systems 2 people 4 people 2 people 2 people
  • 37. Our main competences Strategic planning Academic and economical planning Quality at UPC Quality assurance Institutional indicators (corporate statistics) Surveys Corporate MIS (management information systems)
  • 38. Our web http://www.upc.edu/gpaq Quality at UPC
  • 39. Would you like to take a look at our AUDITs? Centre Docent Difusi坦 SGIQ a la WEB Quality at UPC 200 - Facultat de Matemtiques i Estad鱈stica (FME) Enlla巽 al SGIQ FME 220 - Escola T竪cnica Superior d'Enginyeries Industrial i Aeronutica de Terrassa (ETSEIAT) Enlla巽 al SGIQ ETSEIAT 230 - Escola T竪cnica Superior d'Enginyeria de Telecomunicaci坦 de Barcelona (ETSETB) Enlla巽 al SGIQ ETSETB 250 - Escola T竪cnica Superior d'Enginyers de Camins, Canals i Ports de Barcelona (ETSECCPB) Enlla巽 al SGIQ ETSECCPB 270 - Facultat d'Informtica de Barcelona (FIB) Enlla巽 al SGIQ FIB 280 - Facultat de Nutica de Barcelona (FNB) Enlla巽 al SGIQ FNB 290 - Escola T竪cnica Superior d'Arquitectura del Vall竪s (ETSAV) Enlla巽 al SGIQ ETSAV 300 - Escola Polit竪cnica Superior de Castelldefels (EPSC) Enlla巽 al SGIQ EPSC 310 - Escola Polit竪cnica Superior d'Edificaci坦 de Barcelona (EPSEB) Pendent 330 - Escola Polit竪cnica Superior d'Enginyeria de Manresa (EPSEM) Enlla巽 al SGIQ EPSEM
  • 40. So finally.. 多What is Quality at UPC quality in an university?
  • 42. Quality is about confidence, society confidence, Quality at UPC to create social value. Thats why we need Q tools to help us changing our minds and our work culture.
  • 43. Inner ring: Fit between day-by-day practice and models requirements. (professors) + Quality at UPC Outer ring: Social perception of creating social value. (students and society)
  • 44. Quality at UPC Thank you for your kind attention. Any question or interest ?