10 th ENOHE Conference Oxford 2013 The effect of student participation in quality assurance on student complaints Doris Kiendl-Wendner

10 th ENOHE Conference Oxford 2013 Agenda 1.The „modern“ university 2.Roles and expectations 3.Quality assurance procedures 4.Active student participation

10 th ENOHE Conference Oxford 2013 The „modern“ university Commercialization CompetitionRankings Branding Marketing

10 th ENOHE Conference Oxford 2013 Students as customers? Universities as service providers? Commercialization CompetitionRankings Branding Marketing

10 th ENOHE Conference Oxford 2013 Students´ expectations may depend on… … perceived employability after graduation … the image of the university … tuition costs ….

10 th ENOHE Conference Oxford 2013 Managing students´ expectations -Individual development -Relationship building -Academic merits -Fair and transparent procedures

10 th ENOHE Conference Oxford 2013 Personal Development Guidance Relationship Building Mentoring

10 th ENOHE Conference Oxford 2013 Perceived Quality of higher education Process orientation: Transparency – Foreseeability – Good universities

10 th ENOHE Conference Oxford 2013 Quality Assurance Cycle Objectives Measures Evaluation Improvements

10 th ENOHE Conference Oxford 2013 Student participation in quality management -Student representatives -Individual student involvement, e.g. in quality assurance measures (course evaluations) -Continous communication on quality improvements You can make a difference!

10 th ENOHE Conference Oxford 2013 Effects Quality Assurance Lifecycle► Impact of students´ feedback ► Higher level of perceived quality Less formal complaints because a)Students can express their concerns within the quality assurance lifecycle; b)Students may have more trust in the university management and express their concerns informally.

10 th ENOHE Conference Oxford 2013 Questions, Comments welcome! Thank you. Doris Kiendl-Wendner