The Establishment and Implementation of an Educational Quality ...

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MASTER IN MANAGEMENT OF TECHNOLOGY – EXECUTIVE MBA – AALBORG UNIVERSITY – DENMARK 2013 2.2.1 ISO 9001’s vejledning for uddannelsesinstitutioner (IWA2) Da ISO 9001 er et generisk kvalitetsledelsessystem som passer til alle organisationstyper, uanset branche, har en del universiteter med naturvidenskabeligt og ingeniørfagligt fokus 20 , taget initiativ til at fremstille en vejledning for uddannelsesinstitutioner, til hvordan ISO 9001 kan anvendes som grundlag for en uddannelsesinstitutions kvalitetssikringssystem. Denne blev udgivet af ISO første gang i 2002 og andenudgaven kom i 2007: IWA 2:2007 Quality Management Systems. Guidelines for the application of ISO 9001:2000 in education Abstract IWA 2:2007 provides guidance for a quality management system in educational organizations. The guidelines contained within IWA 2:2007 do not add to, change or otherwise modify the requirements of ISO 9001:2000, and are not intended for use in contracts for conformity assessment or for certification Som det fremgår, er IWA 2 ikke en særlig kvalitetstandard for uddannelsesinstitutioner, men en vejledning i, hvordan ISO 9001 kan anvendes i uddannelsesinstitutioner. Det fremgår også, at det ikke er hensigten, at uddannelsesinstitutionerne nødvendigvis skal lade sig certificere efter ISO 9001. IWA2 kan opfattes som en hjælp til de uddannelsesinstitutioner som står over for at skulle etablere et kvalitetssikringssystem og som ikke ønsker at stå på bar bund. I artiklen “How Iwa 2 Helps To Implement A Quality Management System In Bacau University” 21 beretter forfatterne om, hvordan dette rumænske universitet er blevet certificeret efter ISO 9000. Det var tilsyneladende vanskeligt at fortolke ISO-standardens begreber og omsætte dem til universitetsverdenens terminologi og fremgangsmåder. Alligevel konkluderer de: In December 2007 Bacau University was certified ISO 9000 and the arguments in favour of certification outweigh the negative arguments. Application of the ISO 9000 standards is not straightforward. The requirements and even the underlying concepts have to be ‘translated’ or ‘interpreted’ into a language which an education or training provider can understand. ISO IWA 2: Quality management systems - Guidelines for the application of ISO 9001:2000 in education, made the standard easier to understand and implement by the education sector. I artiklen “Quality management system at The Faculty of Economics and Business” 22 fortæller forfatterne om et kroatisk universitets arbejde med at implementerer et kvalitetssikringssystem og om hvordan et enkelt fakultet blev certificeret efter ISO 9001. (Uddrag af konklusionen): ….The process of implementation of ISO 9001standard is shown on the example of the Faculty for Economics and Business. Results of the implementation of ISO 9001:2008 are following benefits: • students satisfaction increased, • well addressed objectives, • team work and information flow improved, • several processes have been re-engineered for better performance, • planning has managed to achieve a direct relationship between its strategic plan, action plans • and the processes, • all plans, objectives and processes are based on stakeholders needs and expectations, opportunity to detect and analyse any organizational activity, After successful implementation of the ISO 9001 model, Higher Education institutions should begin activities towards excellence, using TQM or EFQM model. 20 fremgår af “IWA 2:2007 Quality management systems Guidelines for the application of ISO 9001:2000 in education”, side v–ix. 21 I. Caraman, G. Lazar, O. Lungu and M. Stamate Quality Management Department, Bacau University, International Journal for Quality Research, Vol.2, No. 4, 2008 22 Af Tonci Lazibat, Faculty of Economics and Business, University of Zagreb. Paper presented in track 1 at the 31st Annual EAIR Forum in Vilnius, Lithuania 23 to 26 August 2009 MICHAEL ABILDGAARD PEDERSEN | 3. SEMESTER | ETABLERING OG IMPLEMENTERING AF EN UDDANNELSESKVALITETSMODEL | DATE: 2013-01-07 SIDE 20
MASTER IN MANAGEMENT OF TECHNOLOGY – EXECUTIVE MBA – AALBORG UNIVERSITY – DENMARK 2013 I en artikel fra 2009 “Service quality in higher education” 23 undersøger forfatterne nordamerikanske uddannelsesinstitutioners forskellige tilgange til kvalitetssikring: (Total Quality Management (TQM), Quality Function Deployment (QFD), Six Sigma, ISO 9001 og the Malcolm Baldrige National Quality Award.). Om ISO 9001 skriver de: The first university to achieve ISO 9001 certification was the University of Wolverhampton in the United Kingdom in 1994 (Storey, 1994). There are few other examples in the literature of institutions of higher education receiving ISO 9001 certification, particularly in the United States. An Internet search highlighted several certified universities in the United Kingdom and in the Philippines, as well as institutions in Sweden, Singapore, and Bangladesh. Closer to the United States, Karapetrovic and Willborn (1999) examined implementation in an engineering department in a Canadian university. Within the United States, ISO 9001 certification is beginning to be applied in K-12 24 education with the goals of improving customer satisfaction and operational efficiency in the face of funding shortfalls (Miller, 2006). ISO certification at the K-12 level could filter up to US higher education, if it is shown to be beneficial. ..... ISO 9001 certification requires a tremendous amount of effort. Karapetrovic and Willborn (1999) note that ISO 9001 is often criticised for having too many required procedures and too much required documentation. Storey (1994) and others at the University of Wolverhampton believed their ISO 9001 efforts were valuable, even though others questioned their decision to voluntarily take on the ISO 9001 process. .... Walker (1997) is disappointed with the impact of ISO 9001 quality efforts specifically, but the difficulties are similar to those encountered with other quality efforts. In particular, Walker believed that faculty’s ‘high level skills in narrow domains . . . become barriers that restrict communication’ and that ‘the university environment can easily lead to intellectual arrogance and disdain of that which has to do with real-world engagement’ (Walker, 1997, p. 397). Selv om der i mange af artiklerne tales om certificering i henhold til ISO 9001, så skal det understreges, at det på ingen måde er en nødvendighed at lade institutionen certificere. Men når en uddannelsesinstitution står over for at skulle opbygge og implementerer et kvalitetssikringssystem – oftest fra bunden – så vil det være oplagt at anvende et gennemtænkt og gennemprøvet system, som fx ISO 9001. Den metodologi og systematik ISO 9001 som bygger på, har været anvendt i 25 år af mere en 1 mio. organisationer fra alle brancher 25 . På den anden side ser det også ud til, at de uddannelsesinstitutioner som rent faktisk har anvendt ISO 9001 som fundament, er de universiteter eller fakulteter, som i forvejen har et naturvidenskabeligt fokus og en naturvidenskabelig tankegang. 23 Anita Quinn, Gina Lemay, Peter Larsen and Dana M. Johnson, Michigan Technological University, Houghton, MI, USA. Total Quality Management. Vol. 20, No. 2, February 2009, 139–152 24 K-12 svare til grundskoleniveau + gymnasial uddannelse (12 år) 25 ifølge iso.org MICHAEL ABILDGAARD PEDERSEN | 3. SEMESTER | ETABLERING OG IMPLEMENTERING AF EN UDDANNELSESKVALITETSMODEL | DATE: 2013-01-07 SIDE 21
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