1. Student feedback isn't a problem, it's the solution General Manager

4. Workshop Objectives
How student feedback can help build quality practices in ELT centres

5. Walter Shewhart 1920s P-D-C-A
Quality gurus
Joseph Juran 1950s The Quality Trilogy – planning, improvement, control
Walter Shewhart 1920s P-D-C-A
W Edwards Deming
1950s
The Deming Cycle
Kaoru Ishikawa
1940s
Cause Effect or Fishbone
Diagram
Armand Feigenbaum 1950s Total Quality Management

6. Meeting the needs of an organisation’s stakeholders.
Quality is …
Meeting the needs of an organisation’s stakeholders.
Students (customers) and their families
Employees including teachers & managers
Owners including shareholders
Suppliers eg agents, homestay services
The regulators (government)
Pathway providers

7. Delivering Quality Delivering quality requires:
Strong leadership and governance
Good systems and policies
A culture of continuous improvement

9. Future Students
Connect with students before they commence through social media
Reach out to new students
Provide information about the school and destination

10. Commencing Students Welcome new students on a welcome board or screen
Provide course outline/syllabus with learning outcomes and assessments
Help them stay connected with loved ones, WIFI that works
Provide orientation of school and surrounds
Introduce people
Link up with current students

11. Continuing Students
Giving students one to one feedback opportunities every week, fortnight, mid term
Assessment outlines and expectations, eg marking guides
Recognise milestones, achievements and success
Ask students for feedback eg SRC, surveys
Act on feedback and make it public
Celebrate international events and cultures
Provide support to students
Provide somewhere safe and welcoming on on-site

12. Graduates and alumni Recognition – successes and outcomes
Track students, mentors

14. Thank you a.bratkovic@neas.org.au www.neas.org.au