Col Dr. Wolfgang Zecha, PhD MSc Quality Management at the Austrian Armed Forces Language Institute Presentation BILC 2016

Generating the Quality Management System Identifying the Procedures Agenda Generating the Quality Management System Main Parts of the QMS Identifying the Procedures 360° Evaluation Results

Main Parts of a QMS Quality Policy Identifying the Processes Developing and Writing the Quality Handbook Defining the Procedures Evaluating and Improvement

Quality Policy of the Austrian Armed Forces Institute (AAFLI) Main Competence: Armed Forces-related Language in Training, Translating, Interpreting, and Testing Didactics are related to the Necessities of Armed Forces-related Language Training Standardized Translating and Interpreting Standardized Testing (STANAG 6001, CEF)

Targets of the AAFLI Short run Targets: Increase the Part of Armed Forces-related Teaching (one issue in Testing) Develope into a National Center on Language Testing (national approval for testing, certification as a language assessment body) Increase Interpreting Capabilities (teachers have to interpret as well)

Process Landscape in the AAFLI Requirements of the Customers Satisfaction of the Customers

Customers Ministry of Defence Commandants of the Austrian Armed Forces Troops, Agencies and Services (Training, Interpreting, Terminology Work) Participants in Language Training and Testing other (Austrian) Ministries and Agencies external Teachers, Interpreters, and Testers

Norms, Orders, Checklists, Curricula, etc QM – Handbook QM-Documentation Quality Policy, Quality Targets, Process Landscape Core QMH Process – Owners, Core Processes Process- Descriptions Regulations Descriptions, STANAG 6001, CEF – Standards, other Standards, norms etc. Norms, Orders, Checklists, Curricula, etc

QM-Handbook Core Processes by a Workshop Breaking down to the Basic Processes by a Working Group Describing the Processes by a Working Group Defining the Process Owners Measuring

Structure of processes Example: language training Decentralized language training Integrated language training Centralized language training Prepare centralized language training Conduct centralized language training End language training

Structure of processes Example: language training Plan the following year Write a curriculum Centralized language training Save the budget Inform everybody Prepare centralized language training Register participants Write schedules distribute an order Inform teachers Conduct centralized language training Teach and check Rewrite schedule Evaluate the teachers Evaluate the plans Test the participants End language training Rewrite the curriculum Evaluate language training

Defining the Processes

Describing the Processes

Aspects of Quality Quality of Procedures Quality of Processes Quality of Results Personal Aspects of Quality

by Self Assessment Sheets 360 Degree-Evaluation of Language Trainings/Tests Participants by Assessment Sheets Superiors by Interview Organisation by Checkliste Trainers by Self Assessment Sheets Analysis and Interpretation by the QM

by Assessment Sheets or Interview by Telephone Interview 360 Degree-Evaluation of Language Interpreting Customer by Assessment Sheets or Interview Superiors by Interview Organisation by Checkliste Interpreter by Telephone Interview Analysis and Interpretation by the QM

Results Awareness of the Processes Reduction of Administration Procedures More Transparency of Testing Procedures Improvement of Language Training More Satisfaction of the Customers

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