The voice of the costumer: Which is the added value perceived for universities

Seminar on Approaches and Practice for Quality Audits in Europe The voice of the costumer: Which is the added value perceived for universities José Luis Martínez Rubio (Quality Director) Patricia Benito García (Quality Technical) Tuesday, 28 th of April 2009

Seminar on Approaches and Practice for Quality Audits in Europe The voice of the costumer: Which is the added value perceived for universities SUMMARY 1. European University of Madrid 2. AUDIT program: process 3. The referee role Fortresses Weaknesses 4. The candidate role Fortress Weaknesses 5. Conclusions

European University of Madrid Funded in 1989 First university of Laureate International Universities More than 11.000 students 5 CAMPUS: Villaviciosa de Odón La Moraleja Atocha 2 Policlínicas

European University of Madrid Laureate International Universities 40 Institutions 20 Countries 500,000 Students LOE WALDEN UNITED STATES UVM MEXICO UNITEC HONDURAS UDLA ECUADOR UPC, UPN PERU UDLA AIEP, UNABCHILE CHILE KENDALL CHICAGO u LIVERPOOL ENGLAND UEM, IEDE, CSE SPAIN HEADQUARTERS BALTIMORE, MD IFG, ECE, ESCE FRANCE LOE UICR, UIP, UAM LHE - MARBELLA COSTA RICA & PANAMA ULACIT PANAMA AM, UNP BRAZIL SPAIN NETHERLANDS GLION SWITZERLAND LES ROCHES SWITZERLAND BILGI TURKEY EUC CYPRUS LES ROCHES JIN JIANG CHINA

European University of Madrid Laureate International Universities Europa BiTS, Business and Information Technology School Centro Superior de Edificación (CSE) École Centrale D'Electronique (ECE) École Supérieure du Commerce Extérieur (ESCE) European University Glion Institute of Higher Education (GIHE) Institut Français de Gestion (IFG) Institute for Executive Development (IEDE) Les Roches Hotel Management School Les Roches Marbella Real Madrid University Studies School Universidad Europea de Madrid (UEM) Asia Istanbul Bilgi University Les Roches Jin Jiang International Hotel Management School Educación a distancia Walden University Laureate Higher Education Group B.V. (University of Liverpool)

European University of Madrid Laureate International Universities América del Norte San Diego's NewSchool of Architecture and Design Kendall College Universidad del Valle de México Universidad Tecnológica de México América Central Universidad Interamericana de Costa Rica Universidad Americana de Costa Rica Universidad Latina de Costa Rica Universidad Interamericana de Panamá Universidad Latinoamericana de Ciencia y Tecnología (ULACIT) Universidad Tecnológica Centroamericana (UNITEC) América del Sur AIEP, Instituto Profesional Institute for Executive Development (IEDE) Universidad de Las Américas [Escuela Moderna de Música (EMM)] Universidad de las Américas

European University of Madrid Organization chart COMITÉ DE DIRECCION EQUIPO DIRECTIVO PRESIDENTE UEM DIRECTOR GENERAL RECTOR DIRECTORA DE FINANZAS Y OPERACIONES DIRECTORA DE MARKETING Y VENTAS DIRECTOR DE RRHH ESCUELAS DE POSTGRADO VICERRECTORES SECRETARIA GENERAL DECANO FACULTAD DE CIENCIAS DE LA SALUD DECANO FACULTAD DE ECONOMÍA, DCHO Y EMPRESARIALES DIRECTOR ESCUELA SUPERIOR POLITÉCNICA DECANO FACULTAD DE CC. DE LA ACT. FÍSICA Y DEPORTE DIRECTOR ESCUELA SUPERIOR DE ARTE Y ARQUITECTURA DECANO FACULTAD DE COMUNICACIÓN Y HUMANIDADES CONSEJO DE GOBIERNO

European University of Madrid: Vision of quality Management Model Service certification Processes certification AUDIT UNE-EN-ISO 14001:2004

AUDIT program IQAS-SGIC RECOGNITION PROGRAM The aim of this program is to strengthen and favor the development of the Internal Quality Assurance Systems (IQAS-SGIC) at the Spanish university centers or institutions, and to carry out a procedure that leads to its recognition. Carrying out an IQAS-SGIC is associated to the following up process for the implement of the accredited certificates. The monitoring of an accredited certificate comes from its IQASSGIC. 9th Criteria, I R.D. 1393/2007 IQAS-SGIC (AUDIT). Renewing a certificate is associated to the renewal of the IQASSGIC that holds it up.

AUDIT program at the UEM October 2007 UEM-ANECA Agreement December 2007 IQAS-SGIC design UEM January 2008 IQAS-SGIC Documentation UEM April 2008 December 2009? IQAS-SGIC Design verification IQAS-SGIC Implement ANECA September 2008. FINAL Assessment : POSITIVE UEM December 2009? IQAS-SGIC Certification ANECA

UEM Internal Quality Assurance Systems MAGIC (Internal Quality Assurance Guideline) This document gathers the actions that the UEM has established for the implement and development of the IQAS-SGIC. It has been developed by the Quality Unit in association with: Governing Board of directors Head of departments Head of area Academic coordinators Degree coordinators Students Faculty Personal Management And MAPIC (Internal Process Guideline)

UEM Internal Quality Assurance Systems

UEM Internal Quality Assurance Systems Quality Warranty Committee PRESIDENT COORDINATOR SECRETARY RESP. CALIDAD DE CC. DE LA ACT. FÍSICA Y DEPORTE RESP. CALIDAD ESCUELA SUPERIOR DE ARTE Y ARQUITECTURA RESP. CALIDAD FACULTAD ECONOMÍA, DERECHO Y EMPRESARIALES RESP. CALIDAD ESCUELA SUPERIOR POLITÉCNICA RESP. CALIDAD FACULTAD CC. DE LA SALUD RESP. CALIDAD FACULTAD DE COMUNIC. Y HUMANIDADES RESP. CALIDAD ESCUELAS DE POSTGRADO REPR. DE PERSONAL NO DOCENTE (Área académica) REPR. DE PERSONAL NO DOCENTE (Área no académica) PTE. CONSEJO DE DELEGADOS

AUDIT program at the UEM And AUDIT-UEM positive evaluation Establishment of the Committee of Quality Assurance (CQA-CGC) Review of the degree indicators Integration with other certifications (Qualicert, EFQM, ) IQAS-SGIC training Procedures review IQAS-SGIC management Software Public information: IQAS-SGIC WEB IQAS-SGIC implement: internal Audit

The referee role FORTRESSES 1) Exhaustive knowledge of the AUDIT program 2) Benchmarking of other University Internal Quality Assurance Systems 3) Enriching discussion between referees 4) Prestige for the referee at his university centre 5) Clear and in constant improvement evaluation pattern 6) Basic part of the ANECA staff as supporters in the process and as intermediaries +

The referee role WEAKNESSES 1) Volume of evaluations per evaluation team 2) We evaluate just the design: a piece of paper -

The candidate role FORTRESSES 1) Quality Culture: organize the University processes 2) Establish common indicators: degrees 3) Benchmarking between indicators 4) Quality Units relevance +

The candidate role WEAKNESSES 1) Persuade and implicate all the university agents 2) Great data volume 3) It has to be more than a piece of paper -

GENERALS CONCLUSSIONS Universities must add the process management Governing have to get more involved in the quality management The quality assessment system implementation is paramount There is a need of common indicators for all the universities There is a need of more training at the accreditation of the quality systems There is need of a management software IQAS accreditation is of great importance

Thank you!! jluis.martinez@uem.es