ISO 29990:2010

Defining Quality of Workplace Training & Education

Fuad Sultanov, Ph. D. (Civil Engineering)
EPIC College of Technology

Toronto, Canada
31 May 2012
 Webinar Objectives

1. Review concepts of ISO 29990:2010

standard
2. Benefits of implementation
 Benefits of Implementation

To allow for the most success of

learners and businesses

in the best efficient way

 Synergy of Success

Employee Success
(Better Professional Competencies & Qualifications)

Learning
Better Place to Work
(Better compensation, Job Increased Productivity &
security, Career Opportunities)
Quality of Work
New Program Development

Corporate Success
(Increased Revenue, Competitiveness etc.)

Marketing
Allocation of
Branding

Resources

Expanding

Investments $
 Quality Factor

How educational experience of learners

could be enhanced?

Q
Programs
Instruction
Administration
 Learning Services
ISO 29990 Concepts
Chapter 3

Principles of Adult Education

Management of LSP
Chapter 4

Principles of Quality Assurance

 ISO 29990 Key Processes
Interested Parties
Learning Services

Learning Service
Chapter 3

3.1 3.2 3.3 3.4 3.5

Learner
Provider

Determine Design Provide Monitor Evaluate

Learning Learning Learning Delivery of Learning
Needs Services Services L. Services Services

Key Learning Service Processes

Continuous Improvement

Key Quality Processes Document / Record Satisfaction /

4.1 Control Complaints 4.10
Management of LSP

4.9
Chapter 4

4.2 Business Planning

Internal Audits
P D
4.3 Management A C Resource 4.8
Review Management

4.4 Preventive / Communication 4.7

Corrective Actions Management
Financial/Risk
Management HR Management
4.5 4.6
 Process Approach

What is process? Focus

Quality
Assurance

Inputs Process Outputs

• Process approach:
• Define, manage, improve your processes OK
• Achieve expected results guaranteed
 Quality Control

Fail
Pass

Product Test / OK
inspection
 Quality Assurance

Manage
Achieve
Quality

Define Process Product

•Process Flow
•Process Parameters
•Temperature
•Pressure
•Velocity
•Etc.
Always! OK
 QA Standards

ISO 29990:2010 ANSI/IACET 1-2007

• Quality Assurance • Quality Assurance

Standard for providers Standard for providers
of continuing
of learning services education
• Employs “process • Allows Approved
approach” Providers to issue
• Allows for ISO IACET CEUs
certification (Continuing Education
Units)
Key Learning Service Processes

3.1 Determining learning needs

3.1.2 Needs of interested parties
3.1.3 Learning content and process
 Key Learning Service Processes

3.1 Determining learning needs Job Ads

Determine Learner Determine Employers/Industry

Regulators/Educators
Credentials Current Requirements of Sponsors
Work Experience
Special Needs Qualifications Interested Parties Learners
Etc. Etc.

What learners
What learners should
know and do
Gap
know and do

Establish Learning
Objectives and Content
Key Learning Service Processes

3.2 Design of the learning services

3.2.1 Specification of the aims and scope of the learning
services
3.2.2 Specification of means of supporting and
monitoring the transfer of learning
3.2.3 Curriculum planning
 Key Learning Service Processes

3.2 Design of the learning services

Learning Content Methods of Learning Transferring
Learning Service Determine Means of
Specify Aims, Scope, Outcomes and Provider Supporting, Monitoring and
Methods of Learning Services Evaluating the Transfer of Learning

Curriculum Learners
1
Communicate

Interested Parties
Syllabus / Learning / Learner Regulatory
Learning Teaching Assessment Agencies
Content Methods Methods 2
Learning Feedback
Industry
Outcomes
Facilitation Group Hands On
Methods Activities Praxis 3
Deliver
Sponsors
KPD 3.3
Key Learning Service Processes

3.3 Provision of learning services

3.3.1 Information and orientation
3.3.2 Ensuring availability and accessibility of learning
resources
3.3.3 The learning environment
Key Learning Service Processes

3.3 Provision of learning services

Program Outline Ensure understanding of the Program Outline
Brochures Sponsors
Pamphlets
PPI 3.3a - Lead Prospecting, Admissions and Enrolment
Website

PPI 3.3b – Career Counseling and Interviewing Applicants

•Purpose, Format & Content
•Learning Outcomes
•Career Perspectives PPI 3.3c – Prior Learning Assessment and Recognition
•Prerequisites
Interested
•Assessment Criteria/ Methods
Parties
•Commitments
Learner
•Rights & Responsibilities Learners Contract
Orientation
• Qualifications Awarded package
•Supporting Services
•Delivery Schedules Provide Learning Services
•Examination Schedules
•Fees: Tuition, Exam, Materials
•Payment Schedules Learning Qualified
Resources
Environment Instructors
Support
 Key Learning Service Processes

3.4 Monitoring the delivery of the learning services

Surveys

Interested
Request/Solicit Feedback
Parties Evaluations

Determine focus Sponsors

Solicited Feedback
areas, methods, format and
frequency Data
Unsolicited
Format Learners Feedback
Course Evaluation Form
Questionnaires
Surveys Complaints Immediate Analysis
Complaint Response
Procedure PPI 3.4a Suggestions
Planning
Corrective
Schedule /send
System
Complaint Action -
Follow up / collect Improvement
Log Resolution of
Retain records Opportunities Continuous
Complaints Improvement
Program
Key Learning Service Processes

3.5 Evaluation carried out by learning service

providers
3.5.1 Evaluation goals and scope
3.5.2 Evaluation of learning
3.5.3 Evaluation of the learning service
Key Learning Service Processes

3.5 Evaluation carried out by learning service

providers
Define Goals, Scope and Methods of Evaluation
Plan, Schedule and Conduct Evaluations

Evaluation of Learners Evaluation of Learning Services

Learners Learning Service

Measure Measure
Success Effectiveness

Quality Objectives Achieved Level Quality Objectives Achieved Level

Min Max Min Max
Learning Outcomes Learning Outcomes

Determine Improvement Opportunities

Key Quality Processes

4. Management of the learning service provider

4.1 General management requirements
Document Control Procedure
Record Control Procedure
Key Quality Processes

4. Management of the learning service provider

4.2 Strategy and business management
Documented Business Plan
 Business/Quality Strategies and Objectives
 Management System
 Quality Policy
Quality Policy

• EPIC College of Technology is fully committed to

professional success of our learners. We, therefore,
develop, provide and continuously improve our
educational programs so that they satisfy changing
needs of the learners, employers and community.
Objectives

• Quality Objectives
• Business Objectives
Key Quality Processes

4. Management of the learning service provider

4.3 Management review
Management Review Procedure
Key Quality Processes

4. Management of the learning service provider

4.4 Preventive actions and corrective actions
Preventive actions and corrective actions
Key Quality Processes

4. Management of the learning service provider

4.5 Financial management and risk management
Documented Risk Management System
Key Quality Processes

4. Management of the learning service provider

4.6 Human resources management
4.6.1 Competencies of the LSP's staff and associates
4.6.2 Evaluation of LSP competencies, performance
management, and professional development
Documented assessments and reviews of staff
Key Quality Processes

4. Management of the learning service provider

4.7 Communication management
(internal/external)
Key Quality Processes

4. Management of the learning service provider

4.8 Allocation of resources
Key Quality Processes

4. Management of the learning service provider

4.9 Internal audits
Internal Audit Procedure
Key Quality Processes

4. Management of the learning service provider

4.10 Feedback from interested parties
 Implementation of ISO 29990

• Purchase your original copy of ISO 29990:2010 standard

• Designate your Quality Management Representative
• Establish and document your processes and Quality Management System
• Provide learning services in accordance with your established processes
• Measure efficiency of your performance and compliance with procedures
• Identify opportunities for improvements
• Perform Internal Audits/Identify non-conformities
• Analyze Internal Audit results
• Perform Management Review Meetings
• Implement Management Review decisions / changes to your system
• Invite a 3rd party Certification Authority (External Audit)
• Maintain and continuously improve you Quality Management System
Outcomes

Learner
• Enhanced Learning Experience
• Stronger professional qualifications
• Higher value for the employer
 Outcomes

Learning Service Provider

• Excellence of Training Programs
• Recognition through ISO certification
• Vehicle for continuous improvement /optimization
• Leadership role in the competitive market
In Conclusion

Re-cap of what we have covered:

• Objectives of ISO 29990:2010
• Implementation
• Outcomes
QA in Education

Thank You!