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Gyöngyvér Hervai Szabó

Responsibility & Quality From quality as management method to quality as a specific branding strategy. Vice rector of research and development. Gyöngyvér Hervai Szabó. college level programmes 3-4 year programmes-2009 Communication/ Cultural management

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Gyöngyvér Hervai Szabó

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  1. Responsibility & Quality From quality as management method to quality as a specific branding strategy Vice rector of research and development Gyöngyvér Hervai Szabó EFQM AWARD 2006

  2. college level programmes 3-4 year programmes-2009 Communication/ Cultural management English Language &Literature/ Communication French Language &Literature/ Communication/ German Language &Literature/ Communication/ Economics/ Business Administration Economics/ Tourism& Catering Economics/ Hotel& Catering Economics/ Business Administration/Communication Social Work International relations Appr. 60 postgr. programme (licences) Teacher training courses Language education ECDL courses Language, ECDL exam centres BA, BSc programmes from 2006 (3 year programmes) Andragogy/ Cultural management Communication& Media English Language French Language German Language Economics with business studies (+ distance programme) Economics with Tourism, Hotel & Catering (+ distance programme) International Politics Education Studies Social Work 2007- joint degrees, double programmes MA in Education MA in Quality Development Teacher MA in Multicultural Education KJUC profile EFQM AWARD 2006

  3. KJUC Mission 2006 • Our Mission is contributing to carry out the vision of European Social Quality with resources of a sustainable, applied research university, based on international excellent service culture as a value adding force: • Strengthen Székesfehérvár’s role as regional centre • Fulfill Siófok & Orosháza’s role as touristic & recreational centres Contributing to • Become a European Regional Centre in case of Budapest • Integration of Hungarian HE and into European HE Networks • Strengthen the competitiveness of European Higher Education Area EFQM AWARD 2006

  4. KJUC Vision 2006 • KJUC, as a leading non-profit, • sustainable, quality oriented institution, • Can fulfill its role, • As • Applied Research University, • as • Education-Research- Counselling Innovation Centre, • as • Excellence-Centre • KJUC as a network university have to be a hub for national and international education and research programme services in EHEAand ERA. EFQM AWARD 2006

  5. Vision: Carry out EuropeanSocial quality as value • KJUC programmes based on academic and service quality, focused on entrepreneurship, digital and foreign language communication, basic managerial competencydevelopment. • Our aim is to teach economic, social community development competenciesfor our students to fulfil theirs own wellbeing and individual carriers. • Our aim is to develop responsible citizens,with social justice, human rights sensitivity, commitment to rule of law, with competency to be professionally recognised, flexibility, undertaking engagement, working for social security, cohesion and integration. • Full time, part time, distance education services are focused on helping integration into information society in case of students, teachers and administrative staff, to develop competencies for LLL. • KJUC organisational culture focused on distributive justice: satisfaction of costumers and partners, accountability, continous improvement, committed to quality and teamwork. EFQM AWARD 2006

  6. EFQM AWARD 2006

  7. Quality manaegement at KJUC EFQM AWARD 2006

  8. KJUC responses on challenges in HHE • 1992 -1995 • Foundation of KJUC • Lobbying for new licenses of new programmes • Navigating in confused legal environment • 1995-2000 • Learning the behaviour of HE market • Learning the academic environment • Risking for extensive growing • 2000-2005 • Decision on meeting World Bank criteria –unique strategy in private sector • Decision on meeting strict academic criteria of HAC • Quality services for meeting the customers needs in a competitive environment • Investment in future: infrastructure, people, knowledge and service technology • To take steps for transition in unified Bologna programme system • 2006 • Decision on meeting challenges ofglocalisation, sustainable network –type service system (new partnership policy-regional, national, international ) • Decision on priority of social quality (integrated programmes) • Building new service culture for customers • Rearranging structure for new aims • Decision on new quality programme focused on distributive justice • 2007 • Building an one-shop service for students • New programmes for internationalisation of student intensive practice EFQM AWARD 2006

  9. Quality programme in Hungary • 1993 Higher Education act • Hungarian Accreditation Committee • HAC main responsibility is to accredit all higher education institutions and programmes in Hungary that issue state-recognised degrees, including private and denominational universities and colleges. • 2005 CXXXIX New Higher education Act • HAC as responsible agency for organisational quality • 1994-2000 First cycle of institutional accreditation • 2005-2008 Second cycle (KJUC due in 2008) • 1994-2003 programme accreditation (old type) • 2005 Bologna accreditation BAlevel • 2006 Bologna accreditation MA, MSc level • 2001 pilot program for organisational quality in HE sector Ministry of Education • 2005 CXXXIX higher education act – new award for quality in HE sector (awarding agency: Council of rectors) • 2006 HE Quality Award Hungary EFQM AWARD 2006

  10. KJUC Quality Milestones Quality Strategy and Policies 1998 decision on introducing quality management, organisational health checking 2000 Quality programme built in 2000 Strategic Plan 2000 Quality strategy 2000-2005 process managementquality actions 2003 quality evaluation 2006 new quality strategy Quality Services Quality organisational units Quality services: audit for programmes benchmarking Quality partnership programme Measuring the implementation of strategy, policies Dissemination of quality management results Self-assessments: 1998 HAC first institutional accreditation 2000 HAC additional (regional centres Budapest,Siófok) institutional accreditation 2001, 2002, 2003, 2004, 2005 programme assessment 2000 health cheking of the organisation 2003 Self-assessment connected to regional award 2004 self-assessment for Bologna-criteria 2004 self-assessment connected to Shiba Award 2005 self-assessment for new strategy and EFQM AWARD • External evaluations • 1999 HAC • 2001 HAC • Regional Award assessors • Shiba Award assessors • EFQM Award assessment • 2007 Hungarian Higher Education Gold Diplome EFQM AWARD 2006

  11. Quality stages at KJUC • Senate of Kodolányi János University College evaluated quality services in 2003. • Statments: • The embryonic stage1998-2000 • inner quality system, hiring the necessary qualified personnel, quality in market leading programmes, quality in pre-review and pre-accreditation documents. • The second stage between2000-2003 focused on • a stabilized operational and service personnel, and searching for a good quality system. The HAC accredited the KJUC programmes, highly valued the quality strategic commitment and made suggestions for improvement. • introducing quality programmes, developing strategic qualityplan, and improving quality • Third stage between 2004- • professionalisation quality services EFQM AWARD 2006

  12. The third quality stage: clear policies KJUC had an integrated quality improvement plan for education, research and services • Developed a coherent quality programme • Introduced a tutor system, a student learning support system • The academic departments became responsible for programme quality • The teacher fond was stabilized • A holistic programme approach in student learning and support services • Developed lifelong learning competencies in students EFQM AWARD 2006

  13. Results in 2003 • New service and operational groups were developed and valued the quality. • The quality discourses became permanent in service system • It was started to introduce family-atmosphere in services • Regularity in quick response for student needs • The management group focused on change management and committed to breakthrough in quality management • A continuous improvement in management capacities and competencies of academic departments • Commitment to continuous improvement in quality • Continuous improvement in quality management services EFQM AWARD 2006

  14. Milestones in Hungarian HRD Quality Project Network 2005-2006 • HRD QPN aims: • Adapting HE into the EFQM model • Understanding EFQM criteria in HE environment • Training key criteria owners in HEIs • Self-assessment in case of HEI’s network EFQM AWARD 2006

  15. Quality and institutional Strategy • 2006 • Quality as branding strategy • Integrated horisontal and vertical processes for service delivery system • Quality services have to be decentralised: new quality strategy EFQM AWARD 2006

  16. Quality services at KJUC 2000, 2006 • Creating the agenda (fitness for purpose); • Quality as a professional responsibility; • Encouraging the development a learning organisation; • Open and informed approach to quality; • A planned and systematic approach to quality; • Valuing self-improvement and improvement based on external reference; • Development of the KJUC quality planning and review cycle, a quality cycle; • The importance of feedback. • New front office and back office management programme • New system for dealing with matters • New human resource rewarding system • New social programmes for human resources for recreation • New organisational culture building programmes for new entrance people • Training programmes for experienced personell EFQM AWARD 2006

  17. Strategic & quality processes at KJUC in 2006 EFQM AWARD 2006

  18. Process management in case of KJUC in 2000 and 2006 EFQM AWARD 2006

  19. The KJUCa unique institution in quality culture in HHE • The only institute in Hungarian higher education with quality award, • The only institute with autonomous and coherent quality system and policies. • the only institute whose activity is served as best practice. • The only institute which organised a national workshop for Shiba awarded, • The only institute getting law for membership in National Quality Club as Shiba awarded. • We regularly attend at national and European subregional higher education quality programmes and • Developed a partnership for Polish, Ukrainian and Romanian partners. EFQM AWARD 2006

  20. From assessment –centred quality culture to competency-based quality services • Quality centres in KJUC • Programme benchmarking national and international • Quality management in student and teacher mobility • Quality management for internationalisation • Quality standards in infrastructure • Quality standards in high level quality services EFQM AWARD 2006

  21. Quality Culture challenges in 21st century :KJUC • EHEA • ‘the decade of international quality’ • Integrity as Substance: standards and contents • Integrity as Coherence: horizontal and vertical integration • Integrity as Trustworthiness: credentials as credible medium of exchange • To enable academic institutes for quality programme (programme portfolios) • To enable academic institutes for quality programme development (institute portfolios) • To enable regional education centres for quality programme development (regional centre portfolios) • To enable academic personnel for high quality teaching philosophy, methods, research excellence and tutoring: (teacher portfolios) • To enable students for improving learning competencies (students portfolios) EFQM AWARD 2006

  22. Partnership in quality programmes with students • Physical, intellectual and emotional participitation of students in teaching and learning services: • Identification of problems and defficiencies in services • Responsible contribution in education and learning processes • Responsible attendance in measuring quality of teching • Contributing marketing for new students • 2. Instead of freeing students from tasks – introducing the logic of enabling students • Responsibility for students in own learning • Deepening the relations between students and institution • Using successes as method for attachment to College • Introducing student portfolio for student carrier planning EFQM AWARD 2006

  23. 3. Development more efficient student personality • Helping students in development new methods for using education facilities • Developing feeling belonging to an Quality Club organisation: attandence in high society programmes: regular visits of foreign ambassadors, regularly organised international study trips, regular presence of business assotiation and managerial elites at KJUC • Introducing new methods for cooperation in case of student-teachers: common study trips • Using different methods concerning behaviour of other students: problems, falls, solutions • 4. Treating students as costumers: • Strenghtening loyalty to KJUC • Personal quest for inactive students • Contributing for solutions dismantling barriers in case of learning • Personal quest for developing a student carrier • Efficient student administration office modell • 5. Mix of education, knowledgetransfer and management elements in services: • price/quality ratio, • Service image as an attracting factor for students, different service package by lifestyle (for young, for young adult and experienced students) • Forming participation style of students, helping students decisionmaking • Individualised services for students EFQM AWARD 2006

  24. Summary: The KJUC quality route • The KJUC quality route is • from searching quality structure and policies, • Through quality services in benchmarking, • costumer satisfaction measurement, • evidence based service evaluation, • Self-assessment, • Services for external assessment, • to quality as a specific branding strategy, • quality as framework for strategic management processes • the vision of integrity management in quality. • We think our institution’s quality policies are • more comprehensive, more integrative and more visible. • and gives a bases for a European external evaluation, for an international benchmarking. EFQM AWARD 2006

  25. Our aim is to be an outstandingnetwork institutionin EHEA, ERA, enhancingsocial qualityfor regional economy and society HAC and international Academic quality and Business Service Quality EFQM AWARD 2006

  26. Regional Quality Award 2003 EFQM-type Shiba Award 2004 R4E 5* 2006 EFQM Brussels High Quality Accreditation in 2000 High Quality Accreditation in 2005 100% Infrastructure accreditation in 2007 Adult Education Accreditation in 2007 Institution & Programme Accreditation Self Assesment in 2008 (European Standards = EFQM selfassessment) European Language Education Award 2005 Socrates Award European Business Community Oxford –for rector 2006 Hungarian Award for Distance Education 2006 2007 E-Quality Award for European Mobility –Tempus European Communication Award? 2007 Presentation the awarded film in Brussel, in European Parliament Our Awards 7 + 3 accreditation– Living in permanent external audit processes (3+2 in processes) EFQM AWARD 2006

  27. Quality Philosophy at KJUC • Quality has a function of branding • It gives possibility to belong to business communities (Joint Venture, Business Leaders, Hungarian Quality Clubs • Quality as communicative action (Habermas) • Quality as distributive justice ( raising organisational citizenship values, raising organisational community feelings) • Quality as management philosophy: leadership by objectives, by changes and brakethrough • Quality as culture: discourses about improvement and not about failures • Quality as finantial tool: a commitment for effectiveness and efficiency • Quality as personal passion: people can be evaluated by talent and creativity and not for burocratic tables EFQM AWARD 2006

  28. The milestones for Success • Shiba Award 2004: The rector is an actor at presentation: • The whole management team is actor in quality game • R4E 2006 : the strategic processes and quality processes • are the same face of a coin: they are truly important • HE QA 2007: self assessment a routine practice – • in case of KJUC an everyday discourse, a possibility for management by metaphores, by storytelling, • a game for employees to see themselves • as excellent personalities capable for everything • what the organisation is needed: quality as lifeworld EFQM AWARD 2006

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