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6.0 Quality Assurance, Monitoring and Results

6.1 Measurement and Analysis

Collection and Analysis of Data

  • Institute shall have a data collection process that helps it to monitor, measure and evaluate the achievement of its targets in the strategic plan.
  • The data collection process shall cover the following areas:
    • what data to collect (scope);
    • where is the data from (source);
    • how to collect the data (methodology survey, interview etc);
    • when to collect the data (frequency); and
    • who to collect the data (ownership).
  • Institute shall have procedures to regularly collect, compile and analyse the data collected in a systematic and reliable manner. This shall include student satisfaction survey and staff satisfaction survey.
  • Institute shall have procedures to release relevant analysed data to the management team, relevant staff or stakeholders in a timely manner to improve its systems or processes.
  • The analysed data shall also be readily accessible to relevant staff and for assessment purposes.
  • Institute shall regularly review the data collection and analysis process, for continual improvement, at least once a year, during management review.

Monitoring of Results

  • Management team shall regularly monitor the achievement of targets in the strategic plan, department work-plans, and individual work-plans, at least once a year, during management review.
  • Management team shall analyse trend data to harness on its strengths for positive trends and also to take appropriate actions for negative trends.
  • Institute shall achieve targets in most areas. For areas that do not meet targets, Institute shall take appropriate and timely actions to address the gaps.
  • Institute shall achieve 3-year positive trend in the following key result areas:
    • strategic plan targets;
    • overall student satisfaction;
    • overall staff satisfaction;
    • overall student satisfaction for recruitment agents;
    • standard and quality of student support services; and
    • quality of teaching.
  • Institute shall regularly review its KPIs and targets and makes appropriate revision to ensure they remain relevant.

6.2 Internal Review and Assessment

Policy and Operation Manuals

  • Institute shall maintain up-to-date policy and operation manuals that meet MT requirements.
  • The policy and procedure manuals shall form part of the Institutes knowledge management system to document explicitly the operational aspects of the Institute. MT requirements for both manuals are not exhaustive and the Institute should identify, collect, structure, analyse, store, safeguard, transfer and apply their own knowledge base to build a knowledge management system that helps the organisation to continually improve. The knowledge management system may have interactive features that help staff to retrieve information readily.
  • The policy manual shall serve as a good reference for members of the public with regard to the services provided by the Institute while the operation manual serves as a guide and benchmark for the staff to deliver the Institutes services. Hence, both the manuals will ultimately lead the Institute to provide quality educational services that benefit the students
  • Institute shall have a document control procedure to keep track of the revision history of documents in both manuals. All revisions shall reflect the changes made, the approval authority and date of revision.
  • Institute shall ensure that the up-to-date policy and/or operation manuals are easily accessible to relevant staff for their daily operations.
  • Institute shall have a knowledge management system to enable staff to retrieve the manuals for their reference.
  • Institute shall regularly review the documents within the policy and operation manuals to ensure relevance and continual improvement.

Internal Assessment and Review Process

  • Internal assessment shall be carried out by staff that are appropriately trained and independent of the areas being assessed.
  • Self-score shall be submitted to MT for new, interim and renewal assessment applications.
  • Institute shall conduct regular internal reviews of all its operations. The scope and methodology of the reviews should involve the effective use of analysed data.
  • Internal review shall be an on-going process that is built into all operations of the Institute. The Institute shall always use analysed data during review processes so that it can continually improve to provide better services to the students. As a minimum requirement, internal review must include:
    • reviewing the relevance of the documents in policy and operation manuals; and
    • updating and improving these documents to remain relevant and aligned to the Institutes operations.
  • All findings (strengths and areas for improvement (AFIs)) from the review processes shall be compiled into a report which will then be used for management review.
  • All AFIs shall have Corrective Action Plans (CAPs). Proposed actions shall have clear ownership and execution timeline.
  • Management team shall endorse all CAPs before implementing the proposed action plans.
  • Institute shall monitor and evaluate the effectiveness of the implementation of the action plans stated in the endorsed CAPs.
  • Institute shall regularly review the review and assessment processes, for continual improvement, at least once a year, during management review.

6.3 Management Review

Review Process

  • Institute shall conduct at least one comprehensive management review meeting annually, chaired by the top management.
  • A comprehensive management review process shall include, but is not limited to, the following major areas:
    • Strategic business direction(s);
    • Market place evaluation and strategies;
    • Market-related factors such as technology, research and development, and competitors performance;
    • Performance of external suppliers or collaboration partners;
    • Action plan from internal review (Clause 6.2.2);
    • External review report, including MT certification findings;
    • Survey findings and feedback received;
    • Achievement of targets for KPIs (in strategic plan, unit/department plans);
    • Financial status;
    • Resource planning (needs and deployment); and
    • Any other key area identified by the Institute.
  • Effective management review and refinement shall be supported by a regular and systematic approach to collect, verify, store, retrieve and analyse information (Clause 6.1)
  • Management team shall regularly review the strategies deployed within the strategic plan.
  • All findings (strengths and AFIs) from the management review shall be compiled into a report. Any action needed shall have clear ownership and execution timeline.
  • Institute shall monitor and evaluate the effectiveness of the implementation of the action plans to address the findings.
  • Institute shall share relevant review outcomes with relevant stakeholders so that stakeholders can continually improve their services to the INSTITUTE.
  • Institute shall regularly review the management review process, for continual improvement, at least once a year, during management review.

6.4 Continual Improvement

Continual Improvement Process

  • Institute shall demonstrate a commitment to invest in appropriate resources, technologies, learning support services, facility development and upgrading etc in order to improve and enhance institutional quality.
  • Institute shall continually improve its policies, systems, processes and procedures (based on the internal and management review reports) to exceed the targets set in the strategic plan.
  • Institutes improvement plans shall aim at contributing to the well-being and holistic development of the students.
  • Preventive and enhancement measures shall be taken to meet targets, and shall not be taken to imply improvements although these are evidence of progressions made by the Institute.
  • Institute shall optimise its resources in the implementation of its improvement plans.
  • Institute shall encourage and facilitate staff and students to make suggestions for continual improvement. Such suggestions shall then be evaluated and implemented where feasible and appropriate.
  • Institute shall review and evaluate the effectiveness of the improvements implemented.

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