1. EAQUALS – ISO Tool Kit SIP Mihai Ganj, IH Bucharest Lucy Horsefield, IHWO Maria Matheidesz, EAQUALS 12-14 November 2009, Graz

2. Main aims of the project: To support EAQUALS members to be able to: Adapt EAQUALS quality requirements for ISO 9001:2000. Aid members to further develop member schools’ internal quality assurance systems. Create a comprehensive framework for all the EAQUALS support documents developed so far. Supplement the set of EAQUALS quality assurance documents for areas not yet developed e.g. general management. Provide templates and examples for ISO documents. Outcome expected: An internal Tool Kit with templates and guidelines for implementing ISO standards or improving internal processes.

3. Main benefits for you and your school: Understand the major differences and similarities between EAQUALS and ISO certification;Understand the major differences and similarities between EAQUALS and ISO certification; Develop the skills to make the link between the two certificationsDevelop the skills to make the link between the two certifications Get a clear picture of the steps to take if you decide to get ISO certificationGet a clear picture of the steps to take if you decide to get ISO certification Be able to utilize ISO standards for EAQUALS inspectionsBe able to utilize ISO standards for EAQUALS inspections Find new to help you excel at the key processes which generate customer, staff and shareholder satisfactionFind new perspectives to help you excel at the key processes which generate customer, staff and shareholder satisfaction

4. EAQUALS – ISO comparison ISO = quality management system generic for all industries EAQUALS = QMS specific to 1 industry: language learning and teaching; a set of requirements for the “product” above

5. EAQUALS – ISO comparison ISO 9001: Introduction 0.1 General: “The quality management system requirements specified in this international Standard are complementary to requirements for products.”

6. The starting points for the workshops in Lisbon: ISO 9001 standards: “4.2.1 Documentation requirements The quality management system documentation shall include a) a)documented statements of a quality policy and quality objectives b) b) a quality manual, c) documented procedures required by this International Standard, d) documents needed by the organization to ensure the effective planning, operation and control of its processes, and e) records required by this International Standard (see 4.2.4)”

7. Comparison ISO Quality Management System requires 6 compulsory documented procedures:ISO Quality Management System requires 6 compulsory documented procedures: 1)Control of documents 2)Control of records 3)Internal Audit 4)Control of non-conforming products 5)Corrective actions 6)Preventive actions

8. How they can help a school? Control of documents procedure – advantages:Control of documents procedure – advantages: Case study: a teacher did not fill in the attendance sheet saying she didn’t know the procedure; she shows a written procedure (on old version) where it says marking the attendance is optionalCase study: a teacher did not fill in the attendance sheet saying she didn’t know the procedure; she shows a written procedure (on old version) where it says marking the attendance is optional How it can help: the distribution list; it makes sure procedures are in their latest version accessible to the relevant positions; old versions are destroyed; all procedures are in one place and managed by one person: the QMRHow it can help: the distribution list; it makes sure procedures are in their latest version accessible to the relevant positions; old versions are destroyed; all procedures are in one place and managed by one person: the QMR

9. Comparison What are the compulsory documented procedures required by EAQUALS?What are the compulsory documented procedures required by EAQUALS? - Dealing with complaints, dissatisfaction, discipline or non-participation (General Charter, 2.2) - Admission and enrolment procedure (?; Course Participants Charter 2.2) -Placement Procedure (Course Participants Charter 2.3) -Quality Control of Teaching (? Course Participants Charter 2.7) – can we make the requirement for a documented procedure more precise? Where do we make it? In the charter or in the inspection book - Participants Progress Assessment Procedure (Course Participants Charter 2.10) - End-of-course Assessment Procedure (Course Participants Charter 3.1) -Collecting client feedback ? (Course Participants Charter 3.2) -Staff Grievances and disciplinary problems (Staff Charter 3 and 7)

10. Comparison Documents required by ISO:Documents required by ISO: - -Documented statements of a quality policy and quality objectives (4.2.1 a) -Quality Manual (4.2.1 b) -Quality Objectives (5.4.1)

11. Comparison What are the compulsory documents required by EAQUALS?What are the compulsory documents required by EAQUALS? -curriculum, syllabus and schemes of work -Proof of 100 hours of course time and supervised teaching practice (Staff Charter -Staff contracts (Staff Charter 7 and 8) -Course Information (Information Charter 1, 2) -Contract between the school and the client (Information Charter 3) -EAQUALS charters

12. Comparison ISO requires an organization to have records of:ISO requires an organization to have records of: -Management commitment to develop, implement and continuously improve a quality management system -Quality Objectives for all relevant functions -Management reviews of the effectiveness and adequacy of the QMS -Studies, training, abilities and experience of staff -Analysis of school’s ability to deliver the “product” according to customer requirements

13. Comparison What are the compulsory records for EAQUALS?What are the compulsory records for EAQUALS? - Records of teaching observation - (list to be finalized by the end of the SIP)

14. Presentation of work achieved so far - introducing the EAQUALS-ISO KIT: Total Quality Management – an overview (20 pages)Total Quality Management – an overview (20 pages) Guidelines for setting up internal audits (1 page)Guidelines for setting up internal audits (1 page) The Language School Process Flow-Chart (1 page)The Language School Process Flow-Chart (1 page) Flow-chart Wizard (2 pages)Flow-chart Wizard (2 pages) Guidelines for Language Schools on Preparing for ISO Certification – a Comparative Analysis (24 pages)Guidelines for Language Schools on Preparing for ISO Certification – a Comparative Analysis (24 pages) A comparison table of compulsory and optional requirements (2 pages)A comparison table of compulsory and optional requirements (2 pages)

15. Discussion points: Would you recommend getting ISO 9001: -Yes -Yes if the school is bigger than 40-60 employees (because then the processes are more complex) -If they can only afford one accreditation, which one would you recommend? -EAQUALS of course -Which one first (the egg or the hen) to have? EAQUALS or ISO -If the operation is small: you may not afford the money; you may run the operations smoothly (small size is manageable)

16. Discussion points: ISO focuses more on the client: quality as defined by the client; EAQUALS approach is a bit different: it defines its own concept of quality and then checks itISO focuses more on the client: quality as defined by the client; EAQUALS approach is a bit different: it defines its own concept of quality and then checks it EAQUALS doesn’t focus on the items belowEAQUALS doesn’t focus on the items below The new standard for LSP requires a business plan that should includeThe new standard for LSP requires a business plan that should include 1)business objectives and quality objectives 2)a marketing analysis: the LSP periodically reviews and documents the demand for learning services 3)Records of actual implementation and fulfillment of objectives (both business and quality objectives) Financial Management SystemFinancial Management System A system for identifying, assessing and managing riskA system for identifying, assessing and managing risk

17. Action points: Review the comparison table ISO- EAQUALS with references to documents to documents produced in the kit and items in the charters, self assessment questionnaire and inspection scheme – overview table version 6.1– November –December 2009Review the comparison table ISO- EAQUALS with references to documents to documents produced in the kit and items in the charters, self assessment questionnaire and inspection scheme – overview table version 6.1– November –December 2009 Edit the Kit – Nov – Dec 2009Edit the Kit – Nov – Dec 2009 Review the whole kit by the interested people – January 2010Review the whole kit by the interested people – January 2010 Finalize it – February 2010Finalize it – February 2010 Upload it on the web – March 2010Upload it on the web – March 2010