Quality Management In Education:
Dr. Manish Semwal
Institutional Organizational Structure
THE Management
____________________________________________________________________________
Principal
- Education’s
Quality
Assurance
HR/ Teachers
training/ Publishing
Bursar
- Maintenance
- Food Court
- Cleaning
Finance Controller
Security
_________________________________________________
VP
ss
IBDPC
MYPC
MYPS
PYPC
PYPS
UNC
__________________________________________________.
HODS
Faculties
Transportation
Mapping: Total Staff
Total Guru
Asst. Staff
Karyawan
Infrastructure
Ruan Guru
Administrative
Class rooms
Kesenian
Auditirum
Clinic
Godown
Security post
Coodinator office
Supervisor
Ketua
Principal Office
Library
Toilet Bathroom
Seminar hall
Meeting room
Dafter
Control room
Canteen
Recording room
Labs
Quality Objectives
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Maintain and improve the standards of world education, QMS and EMS
Achieve full compliance with applicable quality requirements.
Invest in specific Educational Projects to enhance quality of education.
Improve communications, trust, and relationships with stakeholders on
quality management and education.
Make school as a learning community based on open standards,
suggestions and improvements by stakeholders and affiliated
organization for giving quality global education.
Assist local schools network with their present global educational
support and responsibilities through the provision of support and
sharing to meet the more complex educational needs,
Organize various educational & environmental activities, action plan and
awareness program related to quality education and environmental
conservation.
A Systemic Model of Education
Axis of Processes
Main Processes: Quality global education,
Managerial Processes: strategic mng,
quality mng, resource mng, performance
mng, information mng, etc.
Support Processes: maintenance, acquisitions,
investments
Axis of Services/
product
Study Programs,
Teaching- learning resources
Counseling Contracts
Axis of
Needs/Requirements
Knowledge Needs: competence,
innovation, assistance in solving specific
problems of stakeholders
Axis of Furnishing Organization
Human resources, infrastructure, information
System and managerial mechanisms
The Methodology
Legal/Official Aims: to create an adequate international and national framework
meant to improve the quality of education in Indonesia and its compatibility with the
International standards of performance.
Principles
Target
Institutional responsibility.
Cooperation with all parts of the educational system.
Centered upon results.
Institutional identity.
Internal self-evaluation, institutional, of quality.
External evaluation.
Quality improvement.
Three fundamental domains of organization and functioning in GMIS are taken into
consideration in insuring the quality of education:
1. Institutional Capacity
2. Educational Efficiency (projection of objectives and results, and organization of the
framework of learning accomplishment )
3. Quality Management centered upon those strategies, structures, techniques and
operations enabling the GMIS to demonstrate that it evaluates its performances of
quality insurance and improvement, and its systems of information demonstrate the
results of the learning and research processes.
A Systemic Approach of Educational
Programs
Planning – Implementation- evaluation
Geographical Area
Specific Domain
Technology, Management,
Tendencies
Requirements of
Competence
The Needs and Requirements
Subsystem
Evaluation
The Education Institution
Subsystem
Evaluation
Specific Requirements of
Competence
Capability
Leadership System
The Programme of Study
Subsystem
Evaluation
Specifications (Ed. Plans,
Analytical Programms), and
Requirements
Leadership System
The Process of Teaching and
Learning Subsystem
Evaluation
Requirements of
Competence
Study Programme Offers
Human and Technical
Capability
Policies and Mechanisms
of Leadership (Planning,
Control, Improvement
Specific Competences
Specifications and
Requirements for the
Teaching and
Learning Process
Specific Competences
Development Plan and strategies
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Process improvement actions
Quality Management system and
improvement actions
Service improvement actions with QMS
Compliances
Communication focus
Record maintenance
Process applied to enhance quality
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Target Mapping.
Awareness and involvements.
Data collection and trend analysis
Audits for improvements
Communication Activities
Review Performance of Staff
Corrective action plan
Category of Output quality Review
A = Category of Related Quality management System :
- Adequacy of Work Instruction & Procedure.
- Implementation of Work Instruction & Procedure.
B = Category of Related Quality service to stakeholders:- Dimension.
- Appearance.
- Electrical characteristic/function.
C = Category of Related to Resource .
- Employee needed.
- Employee competence
- Support facilities.
- Financial Needed.
Achievement Criteria of Output
1 = Poor
2 = Fair
3 = Satisfy
If Achievement 0 % ~ 69%
If Achievement 70% ~ 89%
If Achievement 90% ~ 100%
Aspect Evaluation
INPUT
OUTPUT (Achievement)
A
B
C
1
Result of Audit
3
2
2
2
Customer feedback
3
2
2
3
Process performance and service
conformity
3
3
1
4
Status of corrective and preventive
actions
2
3
2
5
Follow up actions of previous
management review
3
2
2
6
Changes that could affect the QMS
2
2
3
2.8(~3)
2.3(~2)
2.2(~2)
Total (Average)
Total Output (Achievement)
:
A = Related of Quality Management System Achievement : 2.8 (Satisfy)
B = Related of Quality services to Customer Requirement Achievement : 2.3 (Fair)
C = Related of Resources Achievement : 2.2 (Fair)
Conclusion : School get Grade Satisfy for Related Management System,
and Fair for Related to Services & Related to Resources.
Example of Recommendation and suggestions
7
Recommendation for
Improvement.
8
(Suggestion for Top
Management)
We have to improve and provide modern
resources for teaching learning process
and we need to upgrade and made
innovative action plan related to quality
services .
1. Upgrade Wi Fi services and speed.
2. Provide Projectors for all class rooms.
3. Design all activities as assessment. (Peer
and self)
4. Enhance feedback system and evaluation of
services and staff.
X = Dominant factor of problem in each input.
- = No problem in each input,
INPUT
Area
of Audit
OUTPUT/Dominant Problem
A
B
C
1
Internal Audit
Top Management,
Service, Curriculum,
activities , services
and all
x
X
x
2
Surveillance Audit
Top Management,
IBDPC, SS, TP, labs
-
-
-
3
The 2nd Internal Quality
Audit
Top Management,
Service, Curriculum,
activities , services
and all
-
x
-
1
2
1
1
2
Total Dominant Problem of Audit
Total Achievement Audit Result
2
15
INPUT
Relevant
Section
OUTPUT ( Dominant
Problem)
A
B
C
1
Quality
Quality Education
-
X
-
2
Delivery
Teaching
-
X
-
3
Responsiveness
Responsibility
-
-
X
Total Dominant Problem of stakeholders
Feedback
0
2
1
3
1
2
Total Achievement Customer Feedback
16
INPUT
1
Achieve number customer
complaint.
2
Achieve Lot out
3
Zero easy mistake
4
Zero stakeholder’s complaint
that it cause by outgoing
inspection.
Relevant
Area
OUTPUT (Dominant
Problem)
A
B
C
ALL
-
X
-
SOME
-
X
-
VERY FEW
-
-
X
none
-
-
-
17
Meeting Requirements
During
1
Quality Education
Relevant
Section
OUTPUT (Dominant Problem)
A
B
C
All Section
-
x
-
2
Services
All Section
-
-
-
3
Communication
All Section
x
x
x
4
Authorization and
Certification
All Section
-
-
-
5
Subcontractor CPAR
Sub cont 1 & 2
-
-
-
Total Dominant Problem of Corrective Action
Status
1
2
1
3
4
Total Achievement Corrective & Preventive
Status
None is identified in internal audit
4
18
Target
Relevant
Section
OUTPUT (Dominant
Problem)
A
B
C
1
Make quality improvement
questioner to staff and
Teachers.
Quality
Improvement
-
-
-
2
Preventive schedule has
done for 2013 for IB
Evaluation and
maintenance section
Quality
Improvement
and
maintenance
x
x
x
1
1
1
Total Follow up Last
Management Review
19
Scope
Total Internal & External
Change Influence QMS
Relevant
Section
none
OUTPUT (Dominant
Problem)
A
B
C
0
0
0
20
Complaint Mapping and Improvement
Example: July 10 2013
Area of Complaint
NO
Resolved/
Considered/
Action Taken
Justified
Unjustified
1
Lost of items
52
46
4
42
2
Delivery of Report Card
35
35
28
7
3
Quality of Food
18
18
02
16
4
Book Related
24
16
8
8
5
No of Activities
07
07
0
7
6
Participation in activities 05
05
0
5
7
Teacher Behavior Related 01
01
0
0
8
Related to delivery of
lesson
02
02
0
0
8
Physical Punishment
Related
00
00
0
0
9
Health Related
02
02
0
0
Lost of items
Delivery of Report Card
Quality of Food
Book Related
No of Activities
Participation in activities
Teacher Behavior Related
Related to delivery of lesson
Physical Punishment Related
Health Related
Complaint Areas
60
50
40
30
20
NO
10
Resolved/ Considered/ Action Taken
0
Justified
1
2
3
4
5
6
7
8
8
9
Unjustified
Overall Review Performance of
faculty and staff (1-3)
Example: End of Term- May 2013
SN
Competence /Behaviors Areas
1
2
3
4
5
6
7
8
Accountability
Communication
Customer Service
Flexibility
Judgment/ Decision Making
Initiative
Teamwork
Quality Process Improvement
Over All
Overall Performance
Rating
2.75
2.50
2.75
2.75
2.00
2.00
2.75
2.00
2.44
Overall Performance Rating of
Teachers and Staff
Overall Performance Rating
3
2.5
2
1.5
Accountability
Communication
Customer Service
1
0.5
0
Flexibility
Judgment/ Decision Making
Initiative
Teamwork
Quality Process Improvement
Over All
Enriching school Quality
Example: First term 2013
SN
enrichment Aspects
Number
1
PD Session PYP
22
2
PD Session MYP
23
3
PD Session IBDP
21
4
Teachers sent for Workshop
DP & PYP
33
5
Teachers approved for online
workshop
8
6
Teachers attended In-house workshop 25
7
Planning Meeting By Principal
14
8
Regional Workshops
2
9
National Symposium
1
Recent Achievements
1
Education Application Systems-
12
Organized meetings (MRR)
2
13
Renovation of School Ground
3
Wi-Fi speed (20mbps from First
media)
Online resources and Library
14
Real Estate Inventory
4
New Books
15
5
Reduction in Electricity Uses
16
Ratio of Academic, Co-curricular and
sports activities
Reduction in lost and found cases
6
Students Result
17
7
Student Admission in various
Universities
New Students Admission in school
18
20
10
Maintenance of real Estate/
Transportation
New Item Purchases
21
Alignment of IB and ISO
11
Teachers training/ Workshops
22
Enhanced Communication
8
9
19
Biological attendance for staff and
teachers.
Transport facility to the teachers
Number of PD Session for training of
teachers
Continuous Improvement in
academic
Thank You