Concepts, implementation process and benefits

1. ISO 29990:2010
Defining Quality of Workplace Training & Education
Fuad Sultanov, Ph. D. (Civil Engineering)
EPIC College of Technology
Toronto, Canada
31 May 2012

2. Webinar Objectives
1. Review concepts of ISO 29990:2010
standard
2. Benefits of implementation

3. Benefits of Implementation
To allow for the most success of
learners and businesses
in the best efficient way

4. Synergy of Success
Employee Success
(Better Professional Competencies & Qualifications)
Learning
Better Place to Work
(Better compensation, Job Increased Productivity &
security, Career Opportunities)
Quality of Work
New Program Development
Corporate Success
(Increased Revenue, Competitiveness etc.)
Marketing
Allocation of
Branding
Resources
Expanding
Investments $

5. Quality Factor
How educational experience of learners
could be enhanced?
Q
Programs
Instruction
Administration

6. Learning Services
ISO 29990 Concepts
Chapter 3
Principles of Adult Education
Management of LSP
Chapter 4
Principles of Quality Assurance

7. ISO 29990 Key Processes
Interested Parties
Learning Services
Learning Service
Chapter 3
3.1 3.2 3.3 3.4 3.5
Learner
Provider
Determine Design Provide Monitor Evaluate
Learning Learning Learning Delivery of Learning
Needs Services Services L. Services Services
Key Learning Service Processes
Continuous Improvement
Key Quality Processes Document / Record Satisfaction /
4.1 Control Complaints 4.10
Management of LSP
4.9
Chapter 4
4.2 Business Planning
Internal Audits
P D
4.3 Management A C Resource 4.8
Review Management
4.4 Preventive / Communication 4.7
Corrective Actions Management
Financial/Risk
Management HR Management
4.5 4.6

8. Process Approach
What is process? Focus
Quality
Assurance
Inputs Process Outputs
• Process approach:
• Define, manage, improve your processes OK
• Achieve expected results guaranteed

9. Quality Control
Fail
Pass
Product Test / OK
inspection

10. Quality Assurance
Manage
Achieve
Quality
Define Process Product
•Process Flow
•Process Parameters
•Temperature
•Pressure
•Velocity
•Etc.
Always! OK

11. QA Standards
ISO 29990:2010 ANSI/IACET 1-2007
• Quality Assurance • Quality Assurance
Standard for providers Standard for providers
of continuing
of learning services education
• Employs “process • Allows Approved
approach” Providers to issue
• Allows for ISO IACET CEUs
certification (Continuing Education
Units)

12. Key Learning Service Processes
3.1 Determining learning needs
3.1.2 Needs of interested parties
3.1.3 Learning content and process

13. Key Learning Service Processes
3.1 Determining learning needs Job Ads
Determine Learner Determine Employers/Industry
Regulators/Educators
Credentials Current Requirements of Sponsors
Work Experience
Special Needs Qualifications Interested Parties Learners
Etc. Etc.
What learners
What learners should
know and do
Gap
know and do
Establish Learning
Objectives and Content

14. Key Learning Service Processes
3.2 Design of the learning services
3.2.1 Specification of the aims and scope of the learning
services
3.2.2 Specification of means of supporting and
monitoring the transfer of learning
3.2.3 Curriculum planning

15. Key Learning Service Processes
3.2 Design of the learning services
Learning Content Methods of Learning Transferring
Learning Service Determine Means of
Specify Aims, Scope, Outcomes and Provider Supporting, Monitoring and
Methods of Learning Services Evaluating the Transfer of Learning
Curriculum Learners
1
Communicate
Interested Parties
Syllabus / Learning / Learner Regulatory
Learning Teaching Assessment Agencies
Content Methods Methods 2
Learning Feedback
Industry
Outcomes
Facilitation Group Hands On
Methods Activities Praxis 3
Deliver
Sponsors
KPD 3.3

16. Key Learning Service Processes
3.3 Provision of learning services
3.3.1 Information and orientation
3.3.2 Ensuring availability and accessibility of learning
resources
3.3.3 The learning environment

17. Key Learning Service Processes
3.3 Provision of learning services
Program Outline Ensure understanding of the Program Outline
Brochures Sponsors
Pamphlets
PPI 3.3a - Lead Prospecting, Admissions and Enrolment
Website
PPI 3.3b – Career Counseling and Interviewing Applicants
•Purpose, Format & Content
•Learning Outcomes
•Career Perspectives PPI 3.3c – Prior Learning Assessment and Recognition
•Prerequisites
Interested
•Assessment Criteria/ Methods
Parties
•Commitments
Learner
•Rights & Responsibilities Learners Contract
Orientation
• Qualifications Awarded package
•Supporting Services
•Delivery Schedules Provide Learning Services
•Examination Schedules
•Fees: Tuition, Exam, Materials
•Payment Schedules Learning Qualified
Resources
Environment Instructors
Support

18. Key Learning Service Processes
3.4 Monitoring the delivery of the learning services
Surveys
Interested
Request/Solicit Feedback
Parties Evaluations
Determine focus Sponsors
Solicited Feedback
areas, methods, format and
frequency Data
Unsolicited
Format Learners Feedback
Course Evaluation Form
Questionnaires
Surveys Complaints Immediate Analysis
Complaint Response
Procedure PPI 3.4a Suggestions
Planning
Corrective
Schedule /send
System
Complaint Action -
Follow up / collect Improvement
Log Resolution of
Retain records Opportunities Continuous
Complaints Improvement
Program

19. Key Learning Service Processes
3.5 Evaluation carried out by learning service
providers
3.5.1 Evaluation goals and scope
3.5.2 Evaluation of learning
3.5.3 Evaluation of the learning service

20. Key Learning Service Processes
3.5 Evaluation carried out by learning service
providers
Define Goals, Scope and Methods of Evaluation
Plan, Schedule and Conduct Evaluations
Evaluation of Learners Evaluation of Learning Services
Learners Learning Service
Measure Measure
Success Effectiveness
Quality Objectives Achieved Level Quality Objectives Achieved Level
Min Max Min Max
Learning Outcomes Learning Outcomes
Determine Improvement Opportunities

21. Key Quality Processes
4. Management of the learning service provider
4.1 General management requirements
Document Control Procedure
Record Control Procedure

22. Key Quality Processes
4. Management of the learning service provider
4.2 Strategy and business management
Documented Business Plan
 Business/Quality Strategies and Objectives
 Management System
 Quality Policy

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

24. Objectives
• Quality Objectives
• Business Objectives

25. Key Quality Processes
4. Management of the learning service provider
4.3 Management review
Management Review Procedure

26. Key Quality Processes
4. Management of the learning service provider
4.4 Preventive actions and corrective actions
Preventive actions and corrective actions

27. Key Quality Processes
4. Management of the learning service provider
4.5 Financial management and risk management
Documented Risk Management System

28. Key Quality Processes
4. Management of the learning service provider
4.6 Human resources management
4.6.1 Competencies of the LSP's staff and associates
4.6.2 Evaluation of LSP competencies, performance
management, and professional development
Documented assessments and reviews of staff

29. Key Quality Processes
4. Management of the learning service provider
4.7 Communication management
(internal/external)

30. Key Quality Processes
4. Management of the learning service provider
4.8 Allocation of resources

31. Key Quality Processes
4. Management of the learning service provider
4.9 Internal audits
Internal Audit Procedure

32. Key Quality Processes
4. Management of the learning service provider
4.10 Feedback from interested parties

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

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

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

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

37. QA in Education
Thank You!