1. Quality Assurance practice in web-supported learning Jill Fresen A study at the University of Pretoria 2002-2005 Jill Fresen A study at the University of Pretoria 2002-2005

2. Terminology E-learning Web-supported learning Technology-enhanced learning E-learning Web-supported learning Technology-enhanced learning

4. Denver, Colorado 2002

5. Quality must become a differentiating factor for the University of Pretoria - quality of academic work, quality of client service, quality of student life, quality of the people who emerge as graduates" (Pistorius, 2002).

6. What is Quality? Quality – Persig, 1976 Quality Assurance Quality Control Summative evaluation Formative evaluation Quality Enhancement – the quality ‘E’s: Quality Assurance – the quality ‘A’s: Elton, 1992 evaluation, expertise, excellence accountability, audit, assessment external locus of control internal locus of control Scylla and Charybdis: internal improvement vs external accountability

7. Quality mindmap Harvey and Green (1993)

8. Conceptualisation

9. Rationale "The HEQC is committed to a quality driven higher education system that contributes to socio-economic development, social justice and innovative scholarship in South Africa" (CHE, 2000, p.5). Dr Gary Bitter of Arizona State University concluded Ed-Media 2001 with a Call to Action "to articulate frameworks for quality online courses" (Bitter, 2001).

10. Practical Problems Being a strategically important service department, there is a need for our Directorate to be able to report on the efficiency and effectiveness of our services and products. Different perceptions and expectations on the part of academic staff and students lead to differing levels of satisfaction with the e- learning experiences we design and develop in the Department Education Innovation (EI) at the University of Pretoria.

11. Quality in Education Quality in General Quality in Higher Education Location of the Study Distance Education Contact Education e-learning QMS E x o g e n o u s F a c t o r s

12. Who are the Roleplayers? Lecturers Students Lecturers Students Clients: Stakeholders: Government UP management EI management Funders Government UP management EI management Funders Practitioners: Project Managers Instructional Designers Programmer Graphic artist Education consultant Library consultant Project Managers Instructional Designers Programmer Graphic artist Education consultant Library consultant

13. The Learning Opportunity What is our Product? All processes, materials, skills and professional expertise required to develop and deliver an online course or programme which will provide added value for a learner

14. The Instructional Design Process What is our Process? Analysis Design DevelopmentImplementation Summative Evaluation Formative Evaluation

15. Research Questions How can standard QA theory be applied to the Instructional Design process? What factors promote quality web-supported learning? What factors promote client satisfaction? Literature survey and critical colleagues Student and lecturer surveys Quality Management System

16. Findings – RQ 1 Taxonomy of critical success factors Key factors Exogenous factors Assumptions K A E

17. Findings – RQ 2 Client satisfaction/frustration Lecturers Students

18. Findings – RQ 3 Quality Management System formal online auditable Quality Management System formal online auditable

19. Conclusion Design, Design, Design! Continuous improvement

20. We must direct our attention toward creating and maintaining an ongoing customer relationship, so that as things change and stir in our immediate field of activity, we can look up over the smoke and dust and see an abiding partner, willing to cooperate and adjust with us as we take on our day-to-day challenges Moore, G. (1999) Crossing the chasm

21. Quality Assurance and Enhancement Definition: the process of taking deliberate steps at institutional level to improve the quality of learning opportunities, and involving the systematic use of management information in pursuit of this. Quality Assurance and Enhancement Definition: the process of taking deliberate steps at institutional level to improve the quality of learning opportunities, and involving the systematic use of management information in pursuit of this. Oxford University: MPLS 5 Year Strategy Course reviews Examiners’ report Recommendations for good practice Mechanisms for feedback from students Alternative means of assessment Consistency across the division High quality information to students Enhance the use of WebLearn Course reviews Examiners’ report Recommendations for good practice Mechanisms for feedback from students Alternative means of assessment Consistency across the division High quality information to students Enhance the use of WebLearn

22. Old Proverb “Good, better, best Never let it rest, ‘Til the good is better And the better, best.” “Good, better, best Never let it rest, ‘Til the good is better And the better, best.” Prinsloo, 2002 “Quality is a journey, not a destination.” “In the race for Quality, there is no finish line” Reader’s Digest, 2000