1. Quality in Higher Education: A Pragmatic approach King Saud University 2009 Professor Hilary Winchester

2. Quality: A Pragmatic Approach This lecture views quality from three perspectives:  As senior manager responsible for quality, preparing my own institution for audit;  As auditor, particularly as Chair of an audit/accreditation panel;  As auditee.

3. The quality manager’s perspective The university quality manager needs to have a big picture, and to understand:  What is the University’s intent, as encapsulated in its Mission, Vision and Values?  Where is it on its journey towards its goal?  How does it compare to others on a similar journey (benchmarking)?

4. The quality manager’s perspective To prepare a University for quality audit, the quality manager needs to understand the University’s improvement cycle: Plan – Act – Evaluate – Improve Approach- Deployment- Review- Improve

5. The quality manager’s perspective Unfortunately the quality manager often swings into action at the evaluation or review stage – because a quality audit is imminent They then have to rewrite history to give a coherent story

6. The quality manager’s perspective The evaluation process requires: self-review real evidence (quantitative or qualitative) useful measures fresh eyes a ‘trial audit’ can be a useful mechanism

7. The quality manager’s perspective The quality manager needs to: Identify gaps/problems Find appropriate measures Explain matters of significance Set priorities for action Work to the key standards

8. The quality manager’s perspective To prepare an institution for audit, the quality manager needs to:  Identify and use existing accountabilities, structures and policies to bring about improvement  Identify the champions of change  Consider a communication strategy Institutional readiness is a process of cultural change

9. Towards a self-assessment checklist The themes and expectations of the national audit body are outlined by the National Commission for Academic Accreditation & Assessment  Standards for Accreditation and Quality Assurance  Five groups; 11 standards

10. Standards for Accreditation and Quality Assurance A.Institutional Context 1. Mission and Objectives 2. Governance and Administration 3. Management and Quality assurance and Improvement B. Quality of Learning and Teaching 4. Learning and Teaching C. Support for Student Learning 5. Student Administration and Support Services 6. Learning Resources

11. Standards for Accreditation and Quality Assurance D. Supporting Infrastructure 7. Facilities and Equipment 8. Financial Planning and Management 9. Employment Processes E. Community Contributions 10. Research 11. Institutional Relationships with the Community

12. The auditor’s perspective How do auditors work? Reading the self-assessment document Identifying issues for discussion Following audit trails Triangulating at interview – horizontal slices across the institution Sampling schools and programs

13. The auditor’s perspective Auditors’ favourite questions: How do you know this committee/ program/ approach is effective? How do you know policy x is complied with in all departments? How do you benchmark good practice? What are your processes for evaluation and review?

14. The auditor’s perspective Auditors least favourite answers: I’m new here and I don’t know... That policy/program/function is under review We’ve always done it this way We don’t need quality assurance because we are the oldest/most prestigious/ best funded University

15. Auditee’s perspective At the audit: Know who you are and where you are – your mission, how far you are on the journey and how you compare with others Give an honest assessment Prepare as well as you can Engage your governors, managers, academics and professional staff, external partners Students are your best ambassadors (and sometimes alumni)

16. Auditee’s perspective At the audit: Ensure the logistics are perfect Walk the tightrope between briefing and coaching your staff Share the talking Three sentence answers are great Treat it as a formal occasion

17. Pragmatic tips Engage staff in the process of improvement Quality audit is an opportunity to drive the change you want Find some quick wins Set priorities and targets Use existing processes when you can Avoid generating a huge bureaucracy – quality is not about the paperchase, it’s what people do every day

18. Final comments Thank you for the opportunity to visit your country and your university. Best wishes in preparing King Saud University for quality audit. hilary.winchester@unisa.edu.au