For an Online Learning Centre




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НазваниеFor an Online Learning Centre
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Leonardo da Vinci Programme









GUIDE 5


A Methodological Proposal

for Defining a

Quality Management System

for an Online Learning Centre


Project N° I/01/B/F/PP-120550


This is a product of the SOLE Project partnership, developed by IMQ spa, Istituto Marchio di Qualità (Milan – Italy): Pasquale Tarallo.


English version provided by IMQ.


SOLE Partnership


Promoter

ITSOS “Marie Curie” – ITALIA – Cernusco sul Naviglio, ITALY


GREECE


Lambrakis Research Foundation - Athens


FRANCE


GIP-FAR/CAFOC - Rennes


ITALY


ADECCO - Milan




CEP - Turin




CGIL - Formazione e ricerca - Rome




CISL – Studi e ricerche - Rome




CONFAPI - Rome




IMQ - Milan




ITCS “Mario Pagano” - Naples




ITIS “Vito Volterra” - Ancona




SCIENTER - Bologna




UIL - Servizio Politiche del lavoro e FP - Rome




Università Roma3 – Facoltà di Scienze della Formazione - Rome


IRELAND


Chambre of Commerce - Cork




College of Commerce - Cork




DEIS – Cork Institute of Technology - Cork


ROMANIA


Chamber of Commerce and Industry - Galati




Consiliul National Al Intreprinderilor Private - Galati




University “Dunarea da Jos” - Galati



© The content of the SOLE Project - “Leonardo da Vinci” Programme, Contract I/01/B/F/PP-120550 - can be freely used by Schools, Universities and Training Institution provided that the SOLE logo is maintained and the source fully cited.

No part can be published for commercial use without formal permission of the Project promoter.


INDEX



Executive summary 4

1. Introduction 5

1.2 Target groups 6

1.3 Structure 6

1.4 How to use it 7

2. Scenario 8

2.1 A paradigm shift 8

2.2 Quality is important worldwide 9

2.2.1 Total Quality Management Approach 9

2.2.2 Deming Prize 9

2.2.3 Malcolm Baldridge National Quality Award 10

2.2.4 European Quality Management Award 11

2.2.5 ISO 9000 2000 12

3.2 Coming back to principles 17

3.2.1 Principle 1 - Learner focus 17

3.2.2 Principle 2 - Leadership 18

3.2.3 Principle 3 - Involvement of people 18

3.2.4 Principle 4 - Process approach 19

3.2.5 Principle 5 - System approach to management 20

3.2.6 Principle 6 - Continuous improvement 20

3.2.7 Principle 7 - Factual approach to decision making 21

3.2.8 Principle 8 - Mutually beneficial stakeholder relationships 21

4.1 How to understand needs 24

4.2 Set of indicators to monitoring and measuring quality of e-learning centres 28

5. Conclusion 38

BIBLIOGRAPHY 39

Glossary 42

Set of tools 44



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