14 April 2008 Cecilia de la Rosa Using ISO in IQA ENQA Seminar Hosted by AQU Catalunya Internal QA-systems and the ESG Barcelona, April 2208

Using ISO in IQA (a particular outline) Using ISO in IQA

Developing an internal quality system is a strategic decision An approach based on process is the backbone of this system Continuous control of the links between the individual processes Improving customer satisfaction Focusing on process management, bearing in mind that there are specific rules whose requirements focus on the technical topics and management issues. Using ISO in IQA Characteristics

A strategic decision but also a mandatory issue Adequacy of the evaluation processes (evaluation, accreditation, etc.) as the backbone of the system Control of the links between processes and fulfillment with ESG In our activity the stakeholders are our main objective The quality of the evaluation processes is one of the pillars, but they have to be completed with technical aspects (ISO+ESG) Using ISO in IQA ISO and QA agencies

Using ISO in IQA ISO and ANECA ISO gives instruccions to manage the group of processes which have been identified in the institution in order to obtain the best results

Using ISO in IQA What are the activities of the agency? Process Map

Using ISO in IQA What are the activities of the agency? Process Map Diseño y desarrollo DIS Gestión de evaluadores EVA Desarrollo de la evaluación DES Metaevaluación MET Planning the process Designing adequate guidelines Selection and nomination experts Training Assessment Review the reports Metaevaluation ANECA

Using ISO in IQA Gestión documental PS04 General Procedure Who and How – from a general point of view Definition of the steps of the different processes

Using ISO in IQA Specific procedure Who and How – in a specific way Gestión documental PS04 Definition of the responsibilities for the staff

Using ISO in IQA Template Gestión documental PS04 Where – result of the activity Evidences for the institutions: Planning, minutes, reports, questionnaires, etc.

Using ISO in IQA Planning When Action Plan General planification Monthly update Analyse desviation Make decision Gestión documental PS04 Quality Assurance Activities

Using ISO in IQA ESG + ISO ANECA carries out external quality assurance activities for Degree Programmes and Institutions Evaluation Teaching Staff Evaluation The evaluation activities are: accreditation, certification and assessment for improvement) Human Resources Selection Performance evaluation Training plan

Using ISO in IQA ESG + ISO Metaevaluation All the programmes are internally assesses Claims and suggestions Evaluation process The documentation of the programmes is defined and available in the website. There are FAQ There are general presenations for: Universities, Social Council, CRUE, etc. ANECA elaborates reports for the Ministry, Society, etc.

Using ISO in IQA ISO + ESG + ANECA ESG analise the institutions Which aspects should you consider as an agency? Which steps should your external evaluation processes have? ISO stablish criteria to manage the process Define how the institution can plan, control, analyse and improve the processes What, who, how, where and when

IQA allows a unique framework for improvement, but we must not forget that it is only a tool, a means, rather a final solution. Participation and training of the staff are essential. Knowledge of the institution and the work development. Providing a horizontal view of the institution, not only a vertical one. Information to make decisions with objective data. Using ISO in IQA Conclusions

Thanks for your attention