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1、ASQ Z1.ll-2002 AMERICAN SOCIETY FOR QUALITY STANDARD Quality assurance standards- Guidelines for the application of ANSl/lSO/ASQ Q9001-2000 to education and training institutions AMERICAN SOCIETY FOR QUALITY P.O. BOX 3005 MILWAUKEE, WISCONSIN 53201 -3005 Copyright American Society for Quality Provid
2、ed by IHS under license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 03:19:45 MDTNo reproduction or networking permitted without license from IHS -,-,- The validation process for ASQ 21.1 1 The revision of this standard was drafted and approved by an ANSI
3、Z -1 Education Task Group. It was reviewed and approved by an ASQ Education Division Technical Review Group. Both Groups were chaired by the ASQ Education Divisions Chair. The final draft was circulated for public national review and received no negative comments during any of the three final approv
4、al processes. This final draft was published as an American Society for Quality Standard. The name and position of each member of the Task Group and the Technical Review Group is listed on page ii of this ASQ Standard. F. Craig Johnson, Chair ASQ Education Division Copyright American Society for Qua
5、lity Provided by IHS under license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 03:19:45 MDTNo reproduction or networking permitted without license from IHS -,-,- ASQ Z1.ll-2002 AMERICAN SOCIETY FOR QUALITY STANDARD Quality assurance standards- Guidelines
6、for the application of ANSl/lSO/ASQ Q9001-2000 to education and training ins tit utions Prepared by American Society for Quality Standards Committee Sponsor and Secretariat ANERICAN SOCIETY FOR QUALITY Copyright American Society for Quality Provided by IHS under license with ASQ Licensee=IHS Employe
7、es/1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 03:19:45 MDTNo reproduction or networking permitted without license from IHS -,-,- ASQ Z1.ll-2002 AMERICAN SOCIETY FOR QUALITY STANDARD Qu al i ty assu rance standards- Guidelines for the application of ANSI/ISO/ASQ Q9001-2000 to education
8、and training institutions Caution Notice: This American Society for Quality Standard may be revised or withdrawn at any time. 02000 by ASQ Copyright Protection Notice for the ASQ Z1 .I 1-2002 Standard. This standard is subject to copyright claims of ASQ. Not for resale. No part of this publication m
9、ay be reproduced in any form, including an electronic retrieval system, without the prior written permission of ASQ. All requests pertaining to the ASQ Z1 .I 1-2002 Standard should be submitted to ASQ. Note: As used in this document, the term “American National Standard” refers to the American Socie
10、ty for Quality Standard edition of this Standard. ASQ will consider requests for change and information on the submittal of such requests regarding this Standard. All requests should be in writing to the attention of the Standards administrator at the address below. ASQ Mission: The American Society
11、 for Quality advances individual and organizational performance excellence worldwide by providing opportunities for learning, quality improvement, and knowledge exchange. Copyright American Society for Quality Provided by IHS under license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Berni
12、e Not for Resale, 04/18/2007 03:19:45 MDTNo reproduction or networking permitted without license from IHS -,-,- The working group that wrote the 1996 version and the 2002 revision includes: Frank Caplan, President, Quality Sciences Consultants Rob Foshay, Ph.D. VP - Instructional Design experienced
13、quality professionals will find the rigor of quality practice intact; and experienced educators and trainers will find suggestions on implementing quality systems relevant to their current practice. The following general guidance is provided to help education and training institutions to relate the
14、concepts in IS0 quality management standards to education and training practice. 1. A curriculum specifies what students are expected to learn and how their learning is to be assessed. However, the curriculum by itself does not guarantee that students needs and expectations will be met if deficient
15、administrative practices exist in the education or training institutions. The need to prevent these deficiencies has led to the application of standards and associated guidelines when implementing a quality system within education and training institutions. 2. Each quality system is influenced by di
16、fferent educational and training objectives, by different instructional methods, and by different administrative practices specific to the institution. Therefore, quality systems can be expected to vary from one institution to another. ix Copyright American Society for Quality Provided by IHS under
17、license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 03:19:45 MDTNo reproduction or networking permitted without license from IHS -,-,- 3. The quality system should be the simplest one that works well. It need be only comprehensive enough to meet the quali
18、ty objectives for the education or training institution. 4. Quality control is an essential element in a quality system. Precision measurement is elusive when assessing human performance and appraisal is usually conducted while the student is learning. Control is aimed at monitoring administrative a
19、nd instructional processes to prevent root causes of deficient administrative practice or unsatisfactory student performance. 5. Quality assurance requires a continuing evaluation of the curriculum and the administrative practices that support instruction to ensure the effectiveness of the learning
20、process. Internal quality audits provide verification of stated claims, which, in turn, provide confidence. Providing effectiveness may require documentation that may reside in quality manuals or in computers. In addition to doing things the right way, education and training institutions should be d
21、oing the right things for their customers. X Copyright American Society for Quality Provided by IHS under license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 03:19:45 MDTNo reproduction or networking permitted without license from IHS -,-,- 1 Scope 1.1 Ge
22、neral Z1 .I 1 provides guidance for a quality management system whereby an education or training organization needs to demonstrate its capability to provide effective instruction and support services. The quality management system is aimed primarily at satisfying customers and other stakeholders con
23、cerns. The system is assessed regularly to improve nonconforming instructional design, instruction, students learning outcomes, and support services aligned with the improvement objectives. The quality management system provides a basic foundation for accrediting and certifying bodies that include s
24、takeholders satisfaction and continual improvement in their requirements. Each Z1 .I 1 section is tied to its counterpart in ANSI/ISO/ASQ Q9001-2000. Users of Z1 .I 1 should apply all requirements of ANSI/ISO/ASQ Q9001-2000 for full compatibility between the ANSI/ISO/ASQ Q9001- 2000 and the resultin
25、g quality system. 2 Normative reference ANSYASQC A8402-1994, Quality management and quality assurance - Vocabulary 3 Terms and definitions For the purpose of Z1 .I 1 the following definitions apply: Customers - students are stakeholders in all transactions where an instructional process is used to p
26、roduce a learning outcome Guidance note: The student is considered to be the customer to the extent that meeting requirements depends upon the instructors, stafl materials, and equipment provided by the institution. The relationship between students and the institution involves special processes. St
27、udents meet the requirements stated in the instruction specification and the students performance is evaluated affer the instruction is completed. Stakeholder - frequently used in education and training where it includes the following: a) students who receive instruction through public or private in
28、struction organizations; b) companies whose employees receive instruction either from internal training departments or from external training suppliers; c) communities that elect school boards or trustees to hire teachers, staff, and administrators to benefit students and society in general; d) stan
29、dards bodies for curriculum, testing, trade unions e) bodies for certification/licensure of students, accreditation of programs, 9 entities with an interest in effective and safe use of knowledge (vendors, government agencies, employers) g) parents and other legal guardians h) administrators, teache
30、rs, and staff, i) society Guidance note: A NSYlSO/ASQ Q9004-2000 refers to customers and other stakeholders (employees, suppliers, owners, society). Institutions should interpret these stakeholder classifications and select the most appropriate stakeholder terms from this list provided above. 1 Copy
31、right American Society for Quality Provided by IHS under license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 03:19:45 MDTNo reproduction or networking permitted without license from IHS -,-,- Instruction -the process of planning and providing the time, or
32、der, place, materials, and experiences for intentional learning required for students to meet the instructional specification. Guidance note: While there are philosophical and practical differences between training and education, they do not impact the quality system and are not differentiated in Z1
33、. I I. “lnstruction“is used to cover both education and training. Individualized instruction, particularly for special service students, may require a compressed curriculum, altered requirements, special diplomas and records that show exclusion from some other requirements. Instructor - provider of
34、instruction (professor, teacher, trainer, course designer, educational material teaching modalities, developer, consultant, and training department personnel). Instructors typically are under contract with, or employees of, an instruction supplier. Instruction Specification - written information, ma
35、de available to students about a program or course, should include but not be limited to the following: a) title of program or course; b) credit, diploma, degree, or certificate; c) time required; d) intended outcomes/training goals; e) student entry skill and knowledge; f) performance objectives an
36、d standards; g) major concepts and content; h) process by which instruction is developed i) classroom, laboratory, internet, or shop activities; j) measures or self-assessments of student competence; e.g., written examinations or instructor observations. Target Population - students for whom the ins
37、truction is intended. 4 Quality management system guidelines Instructional organizations should define and manage the instructional design, instructional development, and the instructional delivery processes, the procedures for implementation, the measurement of results, and the conditions for the a
38、cceptance of the instruction at the time of delivery 4.1 Managing systems and processes Leading and operating an organization successfully requires managing it in a systematic and visible manner. Success should result from implementing and maintaining a management system that is designed to continua
39、lly improve performance by addressing the needs of all interested parties. Managing an organization encompasses quality management, among other management disciplines. The quality management system of an organization is an important part of the overall management system. Organizations should define
40、their systems and the processes contained within them to enable the systems and processes to be clearly understood, managed and improved. Management should ensure effective operation and control of processes and the measures and data used to determine satisfactory performance. Detailed guidance on t
41、he content and implementation of a generic quality management system is presented in this American National Standard, to be used selectively by the management of an organization in its pursuit of improved performance. The management of the organization should closely monitor the movement toward perf
42、ormance improvement. The activities and processes that can lead to performance improvement should be described and defined by the management. Monitoring of these activities or processes can enable evaluation of the organizations improvement status on a continuing basis. Self-assessment can also be 2
43、 Copyright American Society for Quality Provided by IHS under license with ASQ Licensee=IHS Employees/1111111001, User=Wing, Bernie Not for Resale, 04/18/2007 03:19:45 MDTNo reproduction or networking permitted without license from IHS -,-,- used to evaluate improvement. Methodologies for self-asses
44、sment and process improvement are given in annexes A and B. ANSIIISOIASQ Q9001-2000 - Quality management systems - Requirements 4.1 General requirements The organization shall establish, document, implement, maintain and continually improve a quality management system in accordance with the requirem
45、ents of this American National Standard. To implement the quality management system, the organization shall: a) identify the processes needed for the quality management system; b) determine the sequence and interaction of these processes; c) determine criteria and methods required to ensure the effe
46、ctive operation and control of these d) ensure the availability of information necessary to support the operation and monitoring of these and e) measure, monitor and analyze these processes, and implement action necessary to achieve processes; processes; planned results and continual improvement. Th
47、e organization shall manage these processes in accordance with the requirements of this American National Standard. 4.2 General documentation requirements The extent and nature of process documentation and records should be appropriate to the organization. Documentation and records may be in any for
48、m or in any media suitable for the needs of the organization. Requirements for documentation and records may arise from 0 0 0 0 decisions by the organization. contractual requirements from the customer or other interested parties, acceptance of international, national, regional and industry sector standards, relevant statutory and regulatory requirements, ANSIIISOIASQ Q9001-2000 - Quality management systems - Requirements 4.2 General documentation requirements The quality management system documentation shall include: a) documented pr