SEPTEMBER 2014

CASS EUROPEAN INSTITUTE OF

MANAGEMENT STUDIES

QUALITY ASSURANCE HANDBOOK

Table of contents

DOCUMENT HISTORY ........................................................................................................... 1

SECTION 0 – INTRODUCTION .............................................................................................. 2

0.1 Presentation of CASS Europe ........................................................................................... 2

0.2 Mission, vision, goals and values of CASS Europe ......................................................... 2

0.3 ISO 9001 ........................................................................................................................... 4

SECTION 1 - SCOPE ................................................................................................................ 7

SECTION 2 - NORMATIVE REFERENCE ............................................................................. 8

SECTION 3 - TERMS AND DEFINITIONS ............................................................................ 9

SECTION 4 - QUALITY MANAGEMENT SYSTEM - DOCUMENTATION

REQUIREMENTS ................................................................................................................... 13

4.1 General Requirements .................................................................................................... 13

4.2 Requirements for Documentation ................................................................................... 14

4.2.1 General .................................................................................................................... 14

4.2.2 Quality Assurance Handbook .................................................................................. 14

4.2.3 Control of Documents ............................................................................................. 14

4.2.4 Control of Records .................................................................................................. 16

4.3 Quality Management System Planning .......................................................................... 17

SECTION 5 - MANAGEMENT RESPONSIBILITY ............................................................. 18

5.1 Management Commitment .............................................................................................. 18

5.2 Customer Focus .............................................................................................................. 18

5.3 Quality Policy ................................................................................................................. 18

5.4 Planning .......................................................................................................................... 19

5.4.1 Quality Objectives ................................................................................................... 19

5.4.2 CASS Europe Management System (CEMS) Planning .......................................... 19

5.5 Responsibility, Authority and Communication .............................................................. 19

5.5.1 Responsibility and Authority .................................................................................. 19

5.5.2 Management Representative ................................................................................... 20

5.5.3 Internal Communication .......................................................................................... 21

5.6 Management Review ...................................................................................................... 21

5.6.1 General .................................................................................................................... 21

5.6.2 Management Review Inputs .................................................................................... 21

5.6.3 Management Review Outputs ................................................................................. 22

SECTION 6 - RESOURCE MANAGEMENT ........................................................................ 23

6.1 Provision of Resources ................................................................................................... 23

6.2 Human Resources ........................................................................................................... 23

6.2.1 General Requirements ............................................................................................. 23

6.2.2 Competence, Awareness and Training .................................................................... 23

6.3 Infrastructure .................................................................................................................. 24

6.4 Work Environment ......................................................................................................... 24

SECTION 7 - PROCESS REALIZATION .............................................................................. 25

7.1 Planning of Process Realization ..................................................................................... 25

7.2 Customer Related Processes ........................................................................................... 25

7.2.1 Determination of Customer Requirements .............................................................. 25

7.2.2 Review of Customer Requirements ......................................................................... 26

7.2.3 Customer Communication ....................................................................................... 27

7.3 Design and Development ................................................................................................ 27

7.4 Purchasing ...................................................................................................................... 27

7.4.1 Purchasing Process .................................................................................................. 27

7.4.2 Purchasing Information ........................................................................................... 27

7.4.3 Verification of Purchased Product/Service ............................................................. 28

7.5 Process and Service Provision ........................................................................................ 28

7.5.1 Control of Process and Service Provision ............................................................... 28

7.5.2 Validation of Processes and Service Provision ....................................................... 28

7.5.3 Identification and Traceability ................................................................................ 38

7.5.4 Customer Property ................................................................................................... 38

7.5.5 Preservation Of Product .......................................................................................... 38

7.6 Control of Monitoring and Measurement Devices ......................................................... 38

SECTION 8 - MEASUREMENT, ANALYSIS AND IMPROVEMENT .............................. 39

8.1 General Requirements .................................................................................................... 39

8.2 Monitoring & Measurement ........................................................................................... 39

8.2.1 Customer Satisfaction ............................................................................................. 39

8.2.2 Internal Quality Audits ............................................................................................ 42

8.2.3 Monitoring & Measurement of Processes ............................................................... 43

8.2.4 Monitoring & Measurement of Products/Services .................................................. 43

8.3 Control of Non-conforming Product .............................................................................. 43

8.4 Analysis of Data ............................................................................................................. 44

8.5 Improvement ................................................................................................................... 44

8.5.1 Continual Improvement ........................................................................................... 44

8.5.2 Corrective Action .................................................................................................... 45

8.5.3 Preventive Action .................................................................................................... 45

1

DOCUMENT HISTORY

VERSION

DATE

SHORT DESCRIPTION OF MODIFICATION(S)

01 May 1

st 2014 Original Quality Assurance Handbook

2

SECTION 0 – INTRODUCTION

0.1 Presentation of CASS Europe

CASS Europe is an innovative, internationally-oriented business school. It has campuses in Luxembourg and Brussels and international offices in Paris and Hong Kong. CASS Europe collaborates with a number of noted partner universities in Europe, Africa, and Asia (for a complete list please visit the Institution‘s website at www.cass-edu.eu then click on ―Academic partners‖) who contribute to its undergraduate and postgraduate degree programs through course delivery and supervision of thesis projects. CASS Europe consists of two operational units: undergraduate programs are organized within the School of Business Studies (SBS) and postgraduate programs at the Graduate School of International Management (GSIM). Contacts: Professors Sam Dzever and Dirk Roelens CASS Europe 25A Boulevard Royal, 2eme Etage - Forum Royal, L-2449 Luxembourg

Phone: + 352 26 20 43 87 Fax: + 352 22 58 28 e-Mail: information@cass-edu.eu website: www.cass-edu.eu

CASS Europe has published several specific handbooks, in which all relevant information, procedures and documentation is centralized for the specified topic. In this Quality Assurance Handbook reference will be made to these specific handbooks, without duplicating the information. However, in order to place this Quality Assurance Handbook correctly, the mission, vision, goals and core values are shown hereunder.

0.2 Mission, vision, goals and values of CASS Europe

http://www.cass-edu.eu/

3

Mission

The mission of CASS Europe is to provide an integrative quality management education and

training to deserving students of diverse cultural backgrounds internationally. CASS Europe

graduates will possess the necessary skills, ability, and know-how for efficiently leading their

organizations in the ever-changing environment of the global marketplace.

Vision

CASS Europe will be a recognized leader in innovation driven higher management education

and training.

Goals

To ensure a learning environment where excellence and innovation in the educational and

training programs CASS Europe delivers result in competent business practitioners and

academics with the highest integrity.

Core Values

Our core values are:

Excellence

Integrity

Leadership

Diversity

Internationality

4

0.3 ISO 9001

In line with the overriding philosophy to continuously aim to improving the functioning of

the institution, the service provided as well as the competence level and satisfaction of its

staff, students, and all other stakeholders ISO 9001:2008 is utilized as the framework under

which these quality objectives can be achieved.

ISO 9001 provides a system of process management that enhances our ability to consistently

meet stakeholder‘s requirements and to continuously improve the system.

Moreover, ISO 9001 is an international recognition scheme that is well known and accepted

worldwide. Since CASS Europe offers programs - already now, and will continue to do so in

the future- in different parts of the world, management thinks it would be wise to organize

the Quality Assurance Handbook in line with the concepts of ISO 9001.

The process scheme of ISO 9001:2008, as presented in the international standard, is shown

hereunder: This Handbook describes the CASS Europe Management System.

Obviously, there are many other concepts of Total Quality Management that are applicable to

CASS Europe.

Examples are: Malcolm Baldrige Award (which is a model for business excellence, developed

and used mostly in the USA); the EFQM Model (European Foundation of Quality

Management; the pendant of the Baldrige Award in Europe), or the Deming Prize Scheme

(Japanese equivalent).

These models describe the mindset to aim for ―business excellence‖. The philosophy behind

these models is kept in mind in setting up the organization of CASS Europe.

ISO 9001-2008

Customers

Needs

Customers

Satisfaction

Product Or service

ManagementResponsibility

Quality management systemContinuous improvement

Input

Resource management

Realisation of the product and the service

Measurement, analysis and improvement

5

Recently, the ISO has developed a specific standard for training institutions: ISO 29990. The

basic idea is that professional training will enhance the quality and productivity of the

individual, which in turn, will lead to more success for the organization she/he is working for,

and to more opportunities for the individual to develop her/his full potential. This is illustrated in the model presented below:

The learning service model of ISO 29990 is shown below:

6

Whereas the model for management of the learning service provider looks like this:

ISO 29990 is still quite new and as such not yet very widely known among higher education

institutions. However, CASS Europe considers the elements proposed in it appropriate for the

purpose of developing its quality assurance mechanisms. Accordingly, the institution has

decided to use the elements mentioned in the standard to organize and optimize its internal

quality processes and procedures but not proceed to obtaining certification at this stage.

Accordingly, ISO 9001 is chosen to be the model underlying the Management System of

CASS Europe.

7

SECTION 1 - SCOPE

This Quality Assurance Handbook specifies the requirements by which CASS Europe:

a) demonstrates its ability to consistently provide services that meet stakeholder‘s and

applicable regulatory requirements, and

b) aims to enhance stakeholder satisfaction through the effective application of the CASS

Europe Management System, including processes for continual improvement of the system

and the assurance of conformity to stakeholder and applicable regulatory requirements.

The scope of the CASS Europe Management System is as follows:

The CASS Europe Quality Management System encompasses all paragraphs of the ISO

9001:2008 standard, with the exception of the following exclusions:

Par. 7.3 Design & Development

Par. 7.6 Control of Monitoring and Measurement Devices

Motivation:

7.3: CASS Europe does not consider the development of a new/modified course an element

that belongs in chapter 7.3 of ISO 9001. This element however is important, and treated in

chapter 7.5.2 of this Quality Assurance Manual.

7.6: CASS Europe does not have specific measurement devices; hence calibration is not an

issue.

Develop and deliver top quality general and

specialized programs in business administration

and management at the Bachelor’s, Graduate

Diploma, Master’s, and Doctoral degree levels

8

SECTION 2 - NORMATIVE REFERENCE

EXTERNAL REFERENCE DOCUMENTS

ISO 9000:2005: "Quality management systems. Fundamentals and vocabulary"

ISO 9001:2008: ―Quality management systems — Requirements‖

ISO 9004:2009: "Managing for the sustained success of an organization. A quality

management approach"

INTERNAL REFERENCE DOCUMENTS

Governance, Organization and Administration Handbook

Strategic Plan

Academic Policies and Regulations Handbook

Faculty Handbook

Staff Development Handbook

Doctoral Student Handbook

Master‘s Student Handbook

Bachelor & Graduate Diploma Student Handbook

Distance learning Manual for Teachers

Student Evaluation Pamphlet

Faculty Evaluation Pamphlet

Interview Guide for Admission to Undergraduate Degree Programs

Interview Guide for Admission to Postgraduate Degree Programs

9

SECTION 3 - TERMS AND DEFINITIONS

AUDIT – Systematic, independent and documented process for obtaining audit evidence and evaluating it objectively to determine the extent to which audit criteria are fulfilled.

AUDIT CRITERIA – Set of policies, procedures or requirements used as a reference.

AUDIT CONCLUSION – Outcome of an audit provided by the audit team after consideration of the audit objectives and all audit findings.

AUDIT EVIDENCE - Records, statements of fact or other information, which are relevant

to the audit criteria and verifiable.

AUDIT FINDING – Results of the evaluation of the collected audit evidence against audit

criteria. (NOTE: Audit findings can indicate either conformity or nonconformity with audit

criteria, or opportunities for improvement).

AUDIT TEAM – One or more auditors conducting an audit.

AUDITEE – Department being audited.

AUDITOR – Person with the competence to conduct an audit.

CAPABILITY - Ability of an organization, system, or process to realize a product that

will fulfill the requirements for that product.

CEMS – CASS Europe Management System.

COMPETENCE – Demonstrated ability to apply knowledge and skills.

CONFORMITY – Fulfillment of a requirement.

CONTINUOUS IMPROVEMENT – A recurring activity to increase the ability to

fulfill requirements.

CORRECTION – Action taken to eliminate a detected nonconformity.

CORRECTIVE ACTION - Action to eliminate the cause of a detected nonconformity or

other undesirable situation.

CUSTOMER – Organization or person that receives a product or service.

CUSTOMER SATISFACTION – Customer‘s perception of the degree to which

the customer‘s requirements have been fulfilled.

DESIGN AND DEVELOPMENT – Set of processes that transform requirements into specified characteristics or into the specification of a product, process or system.

DOCUMENT – Information and its supporting medium.

10

EFFECTIVENESS - Extent to which planned activities are realized and planned results are

achieved.

FOLLOW-UP AUDIT - A special audit performed to verify that corrective action has been

implemented as scheduled and that the action was effective in preventing or minimizing

recurrence.

INFORMATION - Meaningful data.

INFRASTRUCTURE - System of facilities, equipment and services needed for the

operation of an organization.

INSPECTION – Conformity evaluation by observation and judgment accompanied, as

appropriate, by measurement, testing or gauging.

INSPECTION RECORD - Document stating results (data) concerning inspection activities.

LEAD AUDITOR - The individual who manages the audit team during an audit.

MANAGEMENT SYSTEM – A system to establish policy and objectives and to achieve

those objectives.

MANAGEMENT REVIEW TEAM – Management Representatives, and

representatives from each department certified under ISO 9001:2008 in the CEMS.

NONCONFORMITY – Non-fulfillment of a requirement.

OBJECTIVE EVIDENCE – Data supporting the existence or verity of something.

OBSERVATION – A concern or weakness detected in an element in the management

system, which is not a nonconformance; a condition that may become a nonconformance if

not addressed; an opportunity for improvement.

ORGANIZATION – Group of people and facilities with an arrangement of responsibilities,

authorities and relationships.

ORGANIZATIONAL STRUCTURE – Arrangement of responsibilities, authorities

and relationships between people.

PREVENTIVE ACTION – Action to eliminate the cause of a potential nonconformity or

other undesirable potential situation (NOTE: Preventive action is taken to prevent

occurrence, whereas corrective action is taken to prevent recurrence).

PROCEDURE - Specified way to carry out an activity or process.

PROCESS – Set of interrelated or interacting activities which transforms inputs into outputs

(NOTE 1: Inputs to a process are generally outputs from other processes; NOTE 2: Processes

in an organization are generally planned and carried out under controlled conditions to add

value; NOTE 3: A process where the conformity of the resulting product cannot be readily or

economically verified is frequently referred to as a ―special process‖).

11

QUALITY MANAGEMENT SYSTEM – A management system to direct and control an

organization with regard to quality.

PRODUCT – Result of a process.

PROJECT – Unique process, consisting of a set of coordinated and controlled activities with

start and finish dates, undertaken to achieve an objective conforming to specific requirements,

including the constraints of time, cost and resources.

QUALITY – Degree to which a set of inherent characteristics fulfills requirements.

QUALITY ASSURANCE – Part of quality management focused on providing confidence

that quality requirements will be fulfilled.

QUALITY CONTROL – Part of quality management focused on fulfilling quality

requirements.

QUALITY IMPROVEMENT – Part of quality management focused on increasing the

ability to fulfill quality requirements.

QUALITY MANUAL - Document specifying the quality management system of the organization CASS Europe.

QUALITY OBJECTIVE - Something sought, or aimed for, related to quality. Quality

objectives are generally based on the organization‘s quality policy. Quality objectives are

generally specified for relevant functions and levels in the organization.

QUALITY PLANNING – Part of quality management focused on setting quality objectives

and specifying necessary operational processes and related resources to fulfill the quality

objectives.

QUALITY POLICY - The overall intentions and direction of an organization related to

quality as formally expressed by top management.

RECORD - Document stating results achieved or providing evidence of activities performed.

REQUIREMENT - Need or expectation that is stated, generally implied or obligatory.

RESOURCES - People, time, money, buildings, equipment and support activities, as

necessary, that may be applied to a specific project, product, process and/or contract in order

to fulfill requirements.

REVIEW – Activity undertaken to determine the suitability, adequacy and effectiveness of

the subject matter to achieve established objectives.

ROOT CAUSE - The fundamental deficiency that results in a nonconformance that must be eliminated through corrective action to prevent recurrence of the same or similar nonconformance.

ROOT CAUSE ANALYSIS - Investigation to determine the fundamental deficiency that

resulted in nonconformity.

SERVICE – The result of at least one activity necessarily performed at the interface

12

between the supplier and the customer and is generally intangible. Provision of a service can

involve: 1) Activity performed on a customer-supplied tangible product, 2) Activity

performed on a customer-supplied intangible product, 3) Delivery of an intangible product,

4) Creation of ambience for the customer.

SPECIFICATION – Document stating requirements.

STAKEHOLDERS –Staff, community, parents, students.

SUPPLIER – Organization or person that provides a product or

service.

SYSTEM - Set of interrelated or interacting elements.

TRACEABILITY - Ability to trace the history, application, or location of that which

is under consideration.

VALIDATION – Confirmation, through the provision of objective evidence that the

requirements for a specific intended use or application have been fulfilled.

VERIFICATION – Confirmation, through the provision of objective evidence that specified

requirements have been fulfilled.

WORK ENVIRONMENT - Set of conditions under which work is performed. Conditions

include physical, social, psychological and environmental factors (temperature, recognition

schemes, ergonomics and atmospheric composition.

13

SECTION 4 - QUALITY MANAGEMENT SYSTEM -

DOCUMENTATION REQUIREMENTS

4.1 General Requirements

CASS Europe has established, documented and maintains a Quality Management System

and continually improves its effectiveness in accordance with the requirements of ISO

9001:2008.

CASS Europe:

a) Has identified the processes needed for the CASS Europe Management System and their application throughout the different activities. These

processes are described in this Quality Assurance Handbook (and other

Handbooks, to which reference is made in this Quality Assurance

Handbook).

b) Has determined the sequence and interaction of these processes. This requirement is addressed through documented handbooks (where needed).

c) Has determined the criteria and methods needed to ensure that both the operation and control of these processes are effective.

d) Ensures the availability of resources and information necessary to support the activities, as well as monitoring of these processes through internal

quality audits, customer surveys and management review team meetings.

e) Monitors, measures and analyzes these processes.

f) Implements actions necessary to achieve planned results and continual

improvement of the processes.

These processes are managed by CASS Europe in accordance with the requirements of ISO

9001:2008.

Where CASS Europe chooses to outsource any process that affects product/process

conformity with requirements, CASS Europe shall ensure control over such processes.

14

4.2 Requirements for Documentation

4.2.1 General

The Quality Management System documentation includes the following:

a) documented statements of quality policy and quality objectives;

b) a Quality Assurance Handbook;

c) documented procedures required by ISO 9001:2008 and others

deemed useful or necessary by CASS Europe;

d) documents needed by CASS Europe to ensure the effective

planning, operation and control of its processes; and

e) quality records required by ISO 9001:2008 and CASS Europe

policies, procedures and/or work instructions referenced within the

documents.

4.2.2 Quality Assurance Handbook

This manual has been developed, implemented and is being maintained defining the

requirements of ISO 9001:2008 and CASS Europe requirements. This manual includes:

a) The scope of the CASS Europe Management System as stated in section 1:

Develop and deliver top quality general and specialized programs in

business administration and management at Bachelor’s, Graduate

Diploma, Master’s and Doctoral degree levels;

b) The documented procedures required to meet the requirements of

ISO 9001:2008. They are described within the appropriate

sections of this Handbook.

c) The Quality Assurance Handbook is updated/revised if and as needed to reflect the current process system. The Handbook with

the latest and most current revisions can be found in the Office of

the President. 4.2.3 Control of Documents

Documents required by the Quality Management System are controlled. A procedure

has been established to define the controls needed to:

a) approve documents for accuracy prior to issue, all documents related to the Quality Management System

are prepared by the competent person indicated by the

President. Documents are approved by the Board of

Governors on the recommendation of the President, prior

to official issue. This approval is formalized by a

15

signature of the President on the original document that is

kept in the President‘s office.

b) review and update as necessary and re-approve documents, all documents related to the Quality Management System

will be updated as and when necessary, and re-approved

as described in a. All documents will be reviewed and

updated when necessary, after a period of validity of 3

years.

c) ensure that changes and the current revision status of documents are identified,

all documents related to the Quality Management System

will have all changes relative to the last official version

indicated with the ―track changes‖ application: newly

added text is highlighted by a line in the left margin;

deleted text is shown as strike through. Moreover, on the

page with the document history, every version is shown

with publication date, version number and indication of

the changes applied in the latest version.

d) ensure that relevant versions of applicable documents are available at points of use,

all documents related to the Quality Management System

will be identified by a title and version number, so that

everyone can see immediately if she/he is using the latest

version. The Quality Management Representative (see

par. 5.5.2) ensures that all relevant versions are available

when and where they are necessary. In case a new

version is published, the Quality Management

representative will ensure that the old version is deleted,

and the new version is given and explained to the

relevant persons.

e) ensure that documents remain legible and readily identifiable, all documents related to the Quality Management System

will be published in pdf; whereas the original documents

will be presented as Word-documents. The original files

are kept in the correct way, so that they remain legible

and identifiable. The Quality Management

Representative holds a list with current and previous

versions of all documents related to the Quality

Management System. Documents that are no longer

active, will be kept (as archive) by the Quality

Management Representative in a folder that is only

accessible to him/her

f) ensure that documents of external origin are identified and their distribution controlled,

The Quality Management Representative has a matrix

16

with all relevant documents of external origin, that have

an influence on the Quality Management System of

CASS Europe. The matrix also indicates every person of

the CASS Europe organization that has received and/or

is using an external document. In case one or more of the

external documents are modified, any person of the

organization shall inform the Quality Management

Representative, who will take the appropriate action

immediately: he/she shall inform all persons having

received the external document and have the document

exchanged for the newer version. The matrix is then

updated accordingly.

g) prevent the unintended use of obsolete documents, and to apply suitable identification to them if they are retained for any purpose.

As mentioned before, all obsolete documents will be

exchanged under the impulse of the Quality Management

Representative. He/she will be the only person having a

folder with all relevant obsolete documents of the

Quality Management System of CASS Europe.

4.2.4 Control of Records Quality records are established and maintained to provide evidence of conformity to

requirements and of the effective operation of the Quality Management System. Quality

records remain legible, readily identifiable and retrievable.

A procedure has been established to define the controls needed for the

a) identification, all records will be kept in documents and databases. These will be

identified clearly, so that retention will be straightforward.

b) storage, all records will be kept in the offices of CASS Europe, in binders

or on servers

c) protection, the offices are protected by an electronic security system; the

server is protected by anti-virus software and a firewall.

Moreover, a back-up of all information on the server is made

every day and stored in an area distant of the server.

d) retrieval, due to the identification and storage procedure, retrieval of

records is uniform and straightforward.

e) retention time, all records will be kept in an active folder (binders/files on server)

during at least5 years, after which the records are archived.

f) disposal of quality records. Only the President can decide on the disposal of the quality

records of CASS Europe. In case records are disposed of, it will

be done in a manner that makes reconstruction of the data

practically impossible.

17

4.3 Quality Management System Planning

CASS Europe management has ensured that the planning of the Quality Management

System is carried out in accordance with documented procedures and Handbooks in order to

meet the requirements of ISO 9001:2008.

The integrity of the Quality Management System is maintained when changes are planned

and implemented. The President in collaboration with the Quality Management

Representative will, in case changes are planned and implemented, work together closely

and take the measures necessary so that the changes will have maximum chances to

succeed.

18

SECTION 5 - MANAGEMENT RESPONSIBILITY

5.1 Management Commitment

The president and members of management of CASS Europe provide evidence of their

commitment to the development and implementation of the CASS Europe Quality

Management System and continually improving its effectiveness by:

a) communicating to all personnel involved the importance of meeting

customer requirements;

b) establishing the quality policy;

c) ensuring that quality objectives are established;

d) conducting management reviews; and

e) ensuring the availability of resources.

5.2 Customer Focus

The president and members of management of CASS Europe ensure that customer

requirements are determined and fulfilled with the aim of enhancing customer satisfaction.

5.3 Quality Policy

The president and members of management of CASS Europe ensure that the quality policy:

a) is appropriate to the purpose of CASS Europe;

b) includes a commitment to comply with requirements and continually improve the effectiveness of the CASS Europe Quality Management

System;

c) provides a framework for establishing and reviewing quality objectives;

d) is communicated and understood within CASS Europe,

e) is reviewed for continuing suitability

The quality policy that has been defined for CASS Europe is as follows:

Our Mission: The mission of CASS Europe is to provide an integrative quality

management education and training to deserving students of diverse cultural

19

backgrounds internationally. CASS Europe graduates will possess the necessary skills,

ability, and know-how for efficiently leading their organizations in the ever-changing

environment of the global marketplace.

Our Vision: To be a recognized leader in innovation driven higher management

education and training.

Our Goals: To ensure a learning environment where excellence and innovation in the

educational and training programs CASS Europe delivers result in competent business

practitioners and academics with the highest integrity.

Core Values: Excellence, Integrity, Leadership, Diversity, Internationality.

5.4 Planning

5.4.1 Quality Objectives

The president and members of management of CASS Europe ensure that quality objectives,

including those needed to meet customer requirements, are established at relevant functions

and levels within CASS Europe. The quality objectives are measurable and consistent with

the quality policy.

The quality objectives are defined every year for the coming year/years. They are an

integral part of the management review (see par. 5.6). They will be defined as much as

possible in a SMART way: specific, measurable, acceptable, realistic, time based.

5.4.2 CASS Europe Management System (CEMS) Planning

The integrity of the CEMS is maintained when changes to the CEMS are planned and

implemented. It is the responsibility of the President and the Quality Management

Representative to ensure that this is the case.

5.5 Responsibility, Authority and Communication

5.5.1 Responsibility and Authority

a) The president of CASS Europe ensures that responsibilities and authorities are

defined and communicated within CASS Europe.

b) Responsibilities and authorities are defined in the Governance Organization and

Administration Handbook. This relates to functions as well as to committees.

20

c) An organizational chart defining the management of CASS Europe is shown

hereafter.

Board of Governors

President Academic Council

Dean

Undergraduate

Programs Committee

Graduate Programs

Committee

Academic Director

Executive

Assistant

Administration

and Finance

Programs

Management

and

Accreditation

Coordination

Registry and

Student Services

Library,

Documentation,

and Resource

Center

Career Center

and Enterprise

Relations

School of Business

Studies (SBS)

Graduate School of

International

Management (GSIM)

International

Relations and

Partnerships

Management

5.5.2 Management Representative

The president of CASS Europe has appointed the Chair of the Academic Council as Quality

Management Representative who, irrespective of other responsibilities, has the

responsibility and authority that includes:

a) ensuring that processes needed for the CASS Europe Quality Management

21

System are established, implemented and maintained,

b) reporting to the president of CASS Europe on the performance of the

CASS Europe Quality Management System including any needs for

improvement, and

c) ensuring the promotion of awareness of customer requirements throughout

CASS Europe.

This appointment is to enhance effective and efficient operation and improvement of the Quality Management System.

5.5.3 Internal Communication

The president and members of management of CASS Europe ensure that appropriate

communication processes are established within CASS Europe and that communication

takes place regarding the effectiveness of the CASS Europe Quality Management System.

5.6 Management Review

5.6.1 General

The president and members of management of CASS Europe shall review CASS Europe

Quality Management System, at least yearly; to ensure its continuing suitability, adequacy

and effectiveness. This review includes assessing opportunities for improvement and the

need for changes to the CASS Europe Quality Management System, including the quality

policy and quality objectives.

The Quality Management Representative is responsible for organizing and preparing the

Management Review meeting.

5.6.2 Management Review Inputs

Inputs to the management review include but are not limited to information on:

a) results of internal and external audits,

b) customer feedback and related factors,

c) process performance to requirements,

d) status of corrective and preventive actions,

e) follow-up actions from previous management reviews,

f) changes that could affect the CEMS,

g) definition of the quality objectives of the coming year(s),

h) review of the results on the quality objectives of the previous year(s),

i) evaluation of performance of suppliers/subcontractors,

j) recommendations for improvement.

22

5.6.3 Management Review Outputs

The outputs from the management review include but are not limited to all decisions and

actions related to:

a) improvement of the effectiveness and efficiency of the CEMS and its

processes,

b) improvement of processes related to customer requirements, and

c) resource needs.

23

SECTION 6 - RESOURCE MANAGEMENT

6.1 Provision of Resources CASS Europe determines and provides the resources needed for all departments and processes in order to:

a) implement and maintain the CASS Europe Quality Management System and continually improve its effectiveness, and b) enhance customer satisfaction by meeting customer requirements.

6.2 Human Resources

6.2.1 General Requirements Personnel performing work affecting product/process quality are competent on the basis of appropriate education, training, skills and experience. These elements are described in the Staff Development Handbook.

6.2.2 Competence, Awareness and Training

CASS Europe:

a) determines the necessary competence for personnel performing work affecting product/process quality through job descriptions outlining required performances, b) provides training or takes other actions to satisfy these needs,

c) evaluates the effectiveness of the actions taken through performance reviews, d) ensures that its personnel are aware of the relevance and importance of their activities and how they contribute to the achievement of CASS Europe objectives, and e) maintains appropriate records of education, training, skills and experience.

CASS Europe has 3 grades of academics: - Assistant Professor - Associate Professor - Full Professor

The Staff Development Handbook describes the procedures for admission and assessment of administrative personnel, as well as of the faculty members. The Staff Development Committee meets (at least) once per year to discuss all matters relating to personnel.

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6.3 Infrastructure

CASS Europe determines, provides and maintains the infrastructure needed to achieve

conformity to CASS Europe requirements. Infrastructure includes:

a) buildings, workspace and associated utilities, b) process equipment, both hardware and software, and c) core services and supporting services to ensure the effective functioning of CASS Europe within the scope of the CEMS ISO 9001 Certification:

6.4 Work Environment

CASS Europe has determined and manages the work environment needed to achieve

conformity to requirements. This is accomplished through the continuous improvement

planning process, management reviews, and maintenance and operations.

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SECTION 7 - PROCESS REALIZATION

7.1 Planning of Process Realization

CASS Europe shall plan and develop the processes needed for process realization. Planning

of process realization is consistent with the requirements of the other processes of the

CASS Europe Quality Management System. In planning process realization, CASS Europe shall determine the following, as appropriate:

a) quality objectives and requirements for CASS Europe; b) the need to establish processes, handbooks, documents, and provide

resources specific to the process; c) required verification, validation, monitoring, inspection and test activities

specific to the process and the criteria for process acceptance; d) records needed to provide evidence that the realization processes and

resulting product fulfill requirements.

The output of this planning is coordinated through meetings, process procedures, work instructions and reviewed during management reviews.

7.2 Customer Related Processes

The president and members of management of CASS Europe shall ensure that customer

requirements are determined and fulfilled with the aim of enhancing customer satisfaction.

7.2.1 Determination of Customer Requirements

CASS Europe shall determine:

a) requirements specified by the (potential) customer,

b) requirements not stated by the customer but necessary for specified use or known and intended use,

c) legal requirements related to the product & service, and d) any additional requirements determined by CASS Europe.

In order to do so, CASS Europe proposes, and continuously evaluates and aims to improve the

programs that are being offered to the students and potential students.

The admission criteria for future students are detailed in the Students Handbooks and also

outlined.

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This leads to a program offer that is stated and detailed in program handbooks and also

published on the CASS Europe website. Information provided for the different degree

programs are:

Program Objective,

Admission criteria

Program Structure

Faculty

Program curriculum

Credit Transfer

Recognition of Prior learning

Lifelong learning

E-Learning

Examination

Internships/Consultancy Assignments (except doctoral programs)

Thesis Requirements and Supervision

Graduation Requirements

Diploma Supplement

Financial Aid

Application

Module Description

The offering consists of the following programs:

Bachelor in Management (with Specializations in International Business and

Finance)

Graduate Diploma in Business Management

Master‘s in Management (with 8 specialization areas)

Doctor of Business Administration

Doctor of Philosophy (with specializations in Business Administration,

Healthcare Management, ICT Management)

Executive Training and Development

7.2.2 Review of Customer Requirements

CASS Europe shall review the requirements related to the needs of their customers through

customer satisfaction surveys and strategic planning. This review is conducted at least

annually to establish the commitment to supply the resources needed to ensure quality

service for all customers of CASS Europe. This review ensures that:

a) customer requirements are defined, b) concerns of CASS Europe are addressed, c) program offering remains in line with our mission statement, d) CASS Europe has the ability to meet the defined requirements per

customer surveys and ISO 9001 requirements.

Records of the results of the review and actions arising from the review are maintained

through customer survey review results.

http://www.cass-edu.eu/mba-2/http://www.cass-edu.eu/mba-4/

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7.2.3 Customer Communication

CASS Europe shall determine and implement effective arrangements for communicating

with customers in relation to the service provided, changes, and customer feedback

including customer complaints. Records of the results of the review of changes and any

necessary actions are maintained.

7.3 Design and Development

N.A. (see section 1)

7.4 Purchasing

7.4.1 Purchasing Process

CASS Europe shall ensure that purchased product and service conforms to specified purchase

requirements. The type and extent of control applied to the supplier and the purchased

product/service is dependent upon the effect of the purchased product on subsequent product

realization or the final product/service, and the potential effect on customer satisfaction.

CASS Europe shall evaluate and select suppliers based on their ability to supply product or

service in accordance with requirements.

Criteria for selection and evaluation of suppliers have been established. Records of the results

of evaluations and any necessary actions arising from the evaluation are maintained.

In practice, the important products purchased are office material, books, CD-ROM‘s and

DVD‘s.

Services purchased or hired through outsourcing are the professors teaching the courses,

auditoria and office space (usually these are hired and not purchased).

A list of the relevant purchased and hired products and services exists, and is kept up to date

under supervision of the Quality Management Representative. Is considered as ―relevant‖, all

suppliers of products and services that can have a significant influence on customer

satisfaction.

Evaluation of the performance of the suppliers is performed during the Management Review.

7.4.2 Purchasing Information

Purchasing documents describe the product /service to be purchased, including as appropriate:

a) requirements for approval of product, service, procedures, processes and

equipment,

b) requirements for qualification of personnel,

c) Quality Management System requirements.

CASS Europe shall ensure the adequacy of specified purchase requirements prior to

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their communication to the supplier.

7.4.3 Verification of Purchased Product/Service

CASS Europe has established and implemented the activities necessary for ensuring that

purchased product or services meet CASS Europe requirements.

7.5 Process and Service Provision

7.5.1 Control of Process and Service Provision

As one of the measurements of the performance of the Quality Management System, CASS

Europe shall monitor information relating to customer perception as to whether CASS

Europe has fulfilled customer requirements. In providing acceptable service to customers,

CASS Europe controls operations through documented processes and procedures outlined in

the Quality Management System Manual.

CASS Europe shall plan and carry out the processes under controlled conditions.

Controlled conditions include, as applicable, the:

a) availability of information that describes the characteristics of the process,

b) availability of procedures, if necessary,

c) use of suitable equipment (where applicable),

d) implementation of monitoring and measurement, and

e) the implementation of release and delivery of the processes.

7.5.2 Validation of Processes and Service Provision

CASS Europe validates the processes through monitoring and measurement and internal

auditing to ensure compliance.

The procedure for validating new programs, or applying modifications to existing programs,

is described below Validation demonstrates the ability of these processes and programs to

achieve planned results.

CASS Europe recognizes and is supportive of the need to design and deliver programs that

anticipate the changing needs of the economy, are in line with national, European, and

international requirements, as well as stakeholder requirements. In designing its programs

CASS Europe takes into particular consideration the Luxembourgish national qualification

framework (Cadre Luxembourgois des Qualifications - CLQ) and the Qualification

Framework of European Higher Education Area (QF-EHEA). CASS Europe strives to

cultivate initiatives which support best practice in modern program development in order to

keep it innovative, current, and competitive.

The application of academic quality principles at CASS Europe requires that the Institution

satisfies itself and its accrediting bodies that a learner may attain knowledge, skill and

competence for the purpose of an award, which is consistent with the requirements of CLQ

and QF-EHEA with regard to program objectives and learning outcomes. The application of

this procedure should ensure that program offered by CASS Europe have academic and

intellectual currency and standards, appropriate to the level of the award, and comparable to

similar awards offered anywhere in the world.

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CASS Europe‘s portfolio of academic programs is constantly evolving to include new

program offerings. There is an extensive process involved in bringing a new program from

inception, through validation, to realization and delivery. The stages of the process involve

groups and committees both from CASS Europe and externally, including Heads of School,

Academic Director, Undergraduate and Graduate Program Committees, Dean, and the

institution‘s Academic Council. The timetable for completion of the development and

approval process is normally one academic year, but in general it should be done in good time

to enable scheduling of all necessary meetings to facilitate evaluation and approval (internally

and externally), as appropriate, in advance of the proposed program commencement date.

Program Development Process

All program offered, and designed by CASS Europe, must support the policies and criteria

defined by the Luxembourg Qualification Framework (Cadre Luxembourgois des

Qualification – CLQ) and Qualification Framework of the European Higher Education Area

(QF-EHEA) as described in the following documents:

• Reporting on Referencing the Luxembourg Qualification Framework to the European

Qualifications Framework for Lifelong Learning and to the Qualifications Framework in the

European Higher Education Area, jointly published by the Luxembourg Ministry of Higher

Education and Research/Luxembourg Ministry of Education, Children and Youth, January

2014

• A Framework for Qualifications of The European Higher Education Area: Bologna Working

Group on Qualifications Framework, Ministry of Science, Technology and Innovation,

Copenhagen, 2005.

Account is further given to the specific guidelines for accreditation of new programs

developed by the Luxembourg Ministry of Higher Education and Research, as well as

guidelines provided by external, independent accreditation agencies.

The following are the five phases which are involved in developing a new program at CASS

Europe:

PHASE 1: Confirmation of institutional support

This phase occurs in the relevant schools – i.e. School of Business Studies (for undergraduate

programs), and Graduate School of International Management (for postgraduate programs)

and is both relevant to new program and significant re-developments/modifications of existing

programs. It does not, however, apply to routine program review. Identification of

opportunities for new program development is a shared responsibility at CASS Europe. It may

happen through formal market research conducted or sponsored by the relevant school or via

the academic community through program quality assurance and associated self evaluation

processes including institutional and programmatic reviews and feedback mechanisms. The

collation of the information gathered is coordinated in the appropriate school. The key criteria

for driving academic program development are:

- there are legitimate strategic and logistical reasons for doing so - the proposed program would fall within the known fields of competence of CASS

Europe

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- there is an identifiable market demand (internal/external) - there is a feasible requirement to provide a progression option for students on a current

program

- there are perceived employment opportunities for graduates - graduates of the proposed program would be well positioned to progress to further

study in the field

- the program is considered feasible

The proposal, if approved, is formally scheduled for development by the School. A Program

Team is appointed by the Head of School with responsibility for development of a formal

submission document for progression through the internal and external approval phases and

review by the appropriate validating/accrediting bodies.

PHASE 2: Program Proposal Development

The Program Coordinator has primary responsibility for the academic development of the

new program and drives the programs documentation through the internal review and

approval processes, supported by the Head of School to ensure consistency across the schools;

This phase includes further discussion at program team and Programs Committee meetings,

liaison and discussion with students, graduates, employers and professional bodies to ensure

that all feedback mechanisms are explored. This phase is relevant to new programs and re-

developments/modifications of existing program and development of new modules. The

Program Development Team, which is appointed by the Head of School is comprised of

representatives from the main academic disciplines involved. The objectives set for program

teams, under the direction of the Program Coordinator, are to develop a formal program

proposal that satisfies the national requirements and includes the following:

- rationale for the new program - aims and learning outcomes of the new program - program structure and content - teaching and learning strategy - program assessment strategy - required academic resources and support services

The process frequently fosters lively academic debate in which conflicting viewpoints must

be reconciled and consensus arrived at. The Registrar‘s Office is consulted during the process

and in particular prior to finalization of the submission to ensure compliance with approved

standards and validating/accrediting body requirements. In developing the program proposal,

the program team draws upon a number of internal and external information sources,

including:

- Module Review and Development Plans - program annual reports/annual school and course review - market research already/previously conducted - student progression considerations - identified additional research to be undertaken - information on similar program offered in other institutions - industry/employer requirements and relevant consultation - National Qualifications Framework

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PHASE 3: Internal Review and Approval

When the initial stages of program development are completed by the school, the program

proposal document is reviewed to take account of feedback received from the wider academic

community and other stakeholders. The program is then submitted to the Programs

Committee for formal internal review and approval. Issues identified in this forum are

considered by the program team and addressed in advance of the document being forwarded

to the Dean of CASS Europe for further submission to the Academic Council At the Council

members have the opportunity to review and consider the document after it has been approved

by the Programs Committee. Any issues arising from these discussions are documented and

the proposal is amended if necessary. Based on the annual schedule of meetings, the finalized

proposal is noted to Academic Council for formal approval of the willingness of CASS

Europe to support the program.

PHASE 4: External Review and Feedback

At this stage the program is sent out to external bodies for review and feedback. This may

include professional bodies, organizations that have expertise in the relevant field of the

proposed program, other employer organizations, alumni association of CASS Europe, etc.

PHASE 5: Post External Review and Approval of program

This phase requires multifunctional support and is coordinated by the School. This activity is

relevant to new program and may be relevant to re-developments/modifications of existing

programs. The main focus of this phase is the close-out of issues and the communication of all

relevant information to both internal functional areas and external agencies, including

accreditation agencies and liaison with professional bodies. This phase also includes

communication with students following the completion of a programmatic review to support

resulting transitional arrangements.

Ongoing Monitoring and Evaluation of Programs

Program at CASS Europe are routinely monitored throughout the academic year and also

reviewed at the end of the academic year to ensure that:

- the program is generally progressing satisfactorily both operationally and academically.

- each program module is progressing satisfactorily both operationally and academically.

- module teaching schemes are appropriate to facilitate the achievement of the learning outcomes of the module.

- assessment methods are appropriate to determine the achievement of learning outcomes for the different modules and are distributed appropriately throughout the

academic year.

- academic procedures are being adequately followed. - suitability of existing programs to meet the current and future needs of students is

assessed.

- future requirements for programs, and hence future program development, to allow the institute to continue to meet the needs of the student, to encourage student

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progression and to appeal to prospective students in the future are identified.

A number of sources are used to generate data to demonstrate the ongoing achievement and

maintenance of quality and standards of existing programs and these include the

following:

- admission of students - assessment - progression - program management and review - academic resources - academic support services.

These data feed into a number of formal mechanisms and processes to support the evaluation

and monitoring of academic quality within CASS Europe, notably:

- Programmatic Review - Meetings with Class Representatives - Student Surveys/Feedback - Internal/external moderators reports.

Responsibility for the implementation of ongoing review of programs through these

mechanisms rests primarily with the designated Program Coordinator, appointed by the

relevant Head of School. Information obtained and gathered through the monitoring activities

may ultimately result in modifications or improvements to delivery and assessment of

program modules during the academic period. In some instances, the information is used to

enhance the program academic quality and the student experience in subsequent years, within

the boundaries of the formal program structure.

Program review is the self-study process whereby a School within CASS Europe conducts a

critical evaluation of its own activities at program level and produces a report.

Program review normally takes place every three years, but may be undertaken more

frequently if circumstances require. The periodic review of program is a way of ensuring that:

- program remain relevant to learner needs, including academic and labor market needs, and

- quality improvements are made to program in a timely and effective manner.

Formal programmatic reviews usually take place every three years and are the responsibility

of the relevant Head of School/Program Coordinator. Each Program Coordinator is

responsible for progression of the review process and for bringing detailed review proposals

forward for approval by the relevant school. The Program Coordinator chairs meetings of the

program team, i.e. all of the lecturers involved in delivery/assessment of modules under the

currently approved structure.

The guiding principles of the program review process are:

- that a critical evaluation/appraisal of all aspects of the program has been undertaken - consideration has been given to appropriate sectoral/subject developments, including

all elements of the academic infrastructure and professional body requirements

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- there is evidence that resourcing/supports are sustainable - any outcomes of external scrutiny have been addressed, if applicable.

The principal benefits derived from program review is that it enables the program team to

- take a holistic view of the quality and standards of the program, - provides a structured opportunity to reflect and develop new developments,

advancements, new theories, changing trends, approaches and/or enhance current

practices in the subject matter and thereby academic quality,

- offers an opportunity to recognize, verify and disseminate good practice - allows for independent and external confirmation of the quality and standards of the

program thus ensuring the continuing relevance of programs.

The internal approval process follows a sequential series of draft review meetings. The

consultative process is implemented to facilitate the review of the existing program, as it is

delivered, and to evaluate its effectiveness in terms of meeting its objectives. The consultation

process normally includes the following:

- Program team review of program structure and detailed content

- Review of similar program delivered in other institutions

- Feedback from internal marketing department

- Invited feedback from external examiners

- Student feedback solicited through focus groups/surveys

- Selected employer feedback

- Feedback from professional bodies where appropriate

Program Team review is conducted through a series of team meetings involving both full-time

and part-time academic staff. These meetings invite open and frank discussion of program

objectives, learning outcomes, structure and content. Particular consideration is given to

relevant points raised during annual monitoring and in program Annual Reports. Consensus

agreement on change is generally reached following lively academic debate. It has been found

that the practical industry experience of part-time faculty adds a valuable ―business -world‟

dimension to these discussions.

Student feedback is collected through focus group meetings with current students on the

relevant program and/or is solicited through focus groups/surveys of potential students/target

market. These meetings have proved most informative and provided valuable feedback from

the student perspective. The experience to date is that students welcome such opportunity and

respond in a mature and reasoned fashion.

The outcomes of the consultative process are reflected in a Self-Evaluation Report developed

by the relevant Program Coordinator. Draft reports normally undergo a series of revisions and

amendments as the consultative process unfolds. The outcomes of the consultative processes

are themselves separately documented. Finalized proposals are put forward for internal

approval as described previously in the format of a program submission document (as per that

for new program development).

The self-evaluation report should include the following:

- introduction and background to the program (including student data)

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- current program strengths, weaknesses, opportunities and threats summary of consultative

process

- rationale, aims, objectives and learning outcomes of the program

- revised program structure and curriculum

- proposed teaching and learning strategies

- proposed assessment strategy and structure

- resourcing requirements

- career outcomes for students

- transition arrangements, where appropriate.

The final Self-Evaluation Report (in the format of a program submission document as per a

new program), following internal School-review, the final draft is forwarded to the Registrar‘s

Office for coordination of the approval process within CASS Europe. The process followed is

as per that described for a new program i.e. the document is routed through School Program

Committee, Dean, and ultimately through the Academic Council. The reviews have particular

focus on the general quality and completeness of the report as well as the degree of

compliance with standard process and procedure. At any time in the internal review/approval

process the proposals may be returned to the Program Coordinator/Team to address issues

identified in the review process. Following approval by the Dean the proposals are submitted

for approval by the Academic Council.

Examination Regulations

The following constitute the examination regulations at CASS Europe:

i. Each program module is to be examined by a combination of continuous assessment and end-of-semester individual examination.

ii. The continuous assessment part will be based on class attendance and active participation in it, group work (such as, for example, case preparation and

presentation, group exercises, etc.) and constitutes 40 % of the total grade assigned

for the module.

iii. The individual examination part of the assessment shall take place at the end of semester of studies and constitutes 60 % of the total grade assigned for the module.

iv. The organization and conduct of the individual end-of-semester examination shall be as prescribed by the Academic Council of CASS Europe.

v. The individual end-of-semester examination shall be by a written paper of 2 to 3 hours in addition to which there may be an oral examination.

The Academic Council determines when examinations take place and students are obliged to

write examinations at the scheduled periods and designated examination area. Candidates

must read, and would be assumed to have read, the following rules which apply to all

examinations conducted by CASS Europe:

1. The examination will take place in examination rooms indicated on the time table. It shall be the duty of the candidate to read the timetable to ascertain the date and venue

of each paper. It shall be the responsibility of a candidate to locate an examination

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venue and transport him/herself to the venue. All candidates should arrive at

examination area(s) at least 30 minutes before the start of the examination.

2. A candidate may be refused admission to an examination room if: i. He/she has not followed the approved programme as a regular student over the

required period.

ii. He/she owes fees to CASS Europe iii. He/she is under suspension or has been granted temporary leave of absence

(for welfare and/or health reasons) from CASS Europe.

3. It shall be the candidate‘s responsibility to provide for him/herself the required writing materials (pen, pencils, eraser etc). It is also the candidate‘s responsibility to ensure

that he/she is given the right question paper and other material(s) needed for the

examination.

4. An examination candidate shall not bring into the examination room or to the washroom of the examination area any book, paper or written information or other

unauthorized material. Any candidate who is suspected of hiding any unauthorized

material on him/her may be asked by the invigilator to submit to a search.

5. A candidate who completes an examination ahead of time may leave the examination area after submitting his/her answer booklet (s), supplementary sheets, graph sheet and

any other material to the invigilator. The candidate shall subsequently be allowed to

leave the examination room and shall not be allowed to return to the examination area

for the rest of the examination period of that module.

6. All candidates shall, for the purpose of identification by the invigilator, be asked to produce their ‗Identity Cards‖ (ID) for inspection. All candidates are therefore

required to carry their ID Cards to the examination area.

7. Candidates may leave the examination room temporarily but only with the express permission of the invigilator. In such cases, the invigilator will be required to certify

that the candidate does not carry on his/her person any unauthorized material. A

candidate who is allowed to leave the examination room temporarily shall be

accompanied by an attendant designated by the invigilator.

8. Any candidate who fails to attend any part of an examination, except on medical grounds, shall be deemed to have failed that examination. The following shall not be

accepted as reasons for being absent from the examination;

i. Misreading the time table ii. Forgetting the date or time of the examination iii. Inability to locate the examination area iv. Over sleeping v. Failure to find transportation to the examination area vi. Bad weather vii. Family problems.

9. Any irregular conduct on the part of a candidate may result in the cancellation of his/her examination paper, suspension, dismissal or expulsion from CASS Europe

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10. Candidates must obey all instructions given by the invigilators.

11. During examinations, candidates must listen carefully to instructions and inform an invigilator if they cannot hear what is being said or if they do not understand what is

being said.

12. Candidates must read all instructions on question papers before commencement of examination.

13. It is a Candidate‘s responsibility to check that he/she has been given the correct question paper. If there is any doubt, a candidate should inform an invigilator

immediately.

14. Candidates should not tamper with the stapling of the answer booklets. Any complaints about the answer booklets should be brought to the attention of the

invigilator.

15. There should be no verbal or written communication between candidates in the examination room.

16. Sending text messages on mobile phones in the examination room is prohibited.

17. Only general purpose calculators or non programmable scientific calculators are permitted in the examination hall.

18. Candidates must clearly write their personal details on each answer booklet and on any supplementary sheet used. All items forming part of their work must be securely

attached to the answer booklet (with the treasury tags provided) unless instructed

otherwise by the invigilator.

19. Candidates must write the name of the module instructor, the correct programme title and module code on the answer booklet.

20. Candidates must write their answers legibly; examiners cannot grade what they are not able to read.

21. Candidates must not tear out pages or parts of pages of answer booklets.

22. Rough work and all calculation must be written in the answer booklets and should be crossed through if it does not form part of the answer to the question. Answers should

be numbered clearly to indicate the question to which they refer. Candidates are not

allowed to take papers out of the examination room.

23. Candidates who need to take medication during an examination should inform the invigilator before the start of the exam.

24. No candidate may leave the examination room during either the first 30 minutes or final 15 minutes of an examination except with the permission of an invigilator.

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25. Candidates who have handed their completed scripts to an invigilator and who have left the examination room will not be readmitted under any circumstances.

26. Candidates must stop work when instructed to do so by the invigilator.

27. In the event of a fire alarm or other emergency requiring evacuation from the examination venue, the invigilators will tell candidates to leave all examination

materials on the desk and leave the room in an orderly manner and assemble at a

designated point outside.

Classification of Examination Malpractices/Offences

An examination malpractice or offence shall be defined as any attempt by a candidate to gain

an unfair advantage during an examination.

The following shall constitute an examination malpractice or offence:

i. Physical possession of unauthorized materials likely to be used in the examinations.

ii. Copying from prepared notes or other candidate(s) iii. Candidates found with notes on their body. iv. ‗Grafting‘ or looking over one‘s shoulders in order to cheat. v. Talking to another or other candidates. vi. Tampering with answer booklets in an attempt to cheat. vii. Impersonation. viii. Disturbing or distracting other candidates during an examination (e.g. whispering,

use of mobile phones etc.).

ix. Writing after stoppage time has been announced. x. Exchange of question papers or answer booklets. xi. Placing script(s) at a vantage point to enable a friend to copy. xii. Challenging or struggling with the invigilator(s) in the examination room over

alleged examination malpractice.

xiii. Destroying materials which could assist in investigations into examination malpractice.

xiv. Unauthorized borrowing of rulers, calculators, erasers, etc.

Sanctions for an Examination Malpractice/Offence

a) The Chief invigilator shall report any instance of a breach of examination regulation to the Examining Office of the Registry as soon as practicable.

b) The Disciplinary Committee shall review all reports received in connection with an examination malpractice or offence and apply appropriate sanctions.

c) Sanctions for examination malpractice/Offence shall include expulsion from CASS Europe.

CASS Europe establishes arrangements for these processes including the following, as

applicable:

a) defined criteria for review and approval of the processes.

b) approval of equipment and qualification of personnel.

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c) use of specific methods and procedures, d) requirements for quality records (per procedures and instructions),

e) revalidation.

7.5.3 Identification and Traceability

Where appropriate, CASS Europe shall identify the product and/or process by suitable

means throughout process realization.

Through different databases, all relevant information of students, faculty, classes, schedules,

is kept up to date.

Where traceability is a requirement, the responsible party controls and records the unique

identification of the product.

7.5.4 Customer Property

CASS Europe will preserve all customer property and property of a third party (e.g.

classrooms, projectors, PC‘s, etc.) according to good craftsmanship. All information

obtained will be treated in a safe and secure manner and treated with confidentiality.

7.5.5 Preservation of Product

CASS Europe shall preserve the conformity of product during internal processing and

delivery to the intended destination. This preservation includes identification, handling,

packaging, storage and protection of all products.

7.6 Control of Monitoring and Measurement Devices

N.A. (see section 1)

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SECTION 8 - MEASUREMENT, ANALYSIS AND IMPROVEMENT

8.1 General Requirements

CASS Europe has planned and implemented the monitoring, measurement, analysis and

improvement processes needed:

a) to demonstrate conformity of the service provided, b) to ensure conformity of the CASS Europe Quality Management System, and c) to continually improve the effectiveness of the CASS Europe Quality

Management System.

8.2 Monitoring & Measurement

8.2.1 Customer Satisfaction

As one of the measurements of the performance of the Quality Management System, CASS

Europe shall monitor information relating to customer perception as to whether they have

fulfilled customer requirements. The methods of obtaining and using this information are

detailed in the ―Student Evaluation of Module‖ and ―Student Evaluation of Teaching‖ forms; as well as

―Teaching Observation‖ form which represents a peer assessment of content and teaching.

In the ―Student Evaluation of Module‖ form, learners are invited to fill in a questionnaire

after every module. The questionnaire is entirely anonymous and forms part of CASS

Europe‘s continuing effort to improve modules and teaching and to promote effective

learning. A 6 point Likert scale is being used as follows:

- 1: Not applicable - 2: Strongly Agree - 3: Agree - 4: neutral - 5: Disagree - 6: Strongly disagree

Students are invited to answer all applicable questions by ticking the category which best

reflects their view. Additional open-ended questions provide learners with the opportunity to

provide feedback in their own words.

The questions in the questionnaire are as follows:

- The module has given me a good understanding of the module - The module was well organized - The module has developed my interest in the subject - I have learnt a lot from this module - The library resources fully support this module - The module helped me think critically - The objectives of the module were made clear - The handouts and other support materials were helpful

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- The pace of the module was just right - The workload was just right - I learned to apply principles, concepts, generalizations and theories - I learned important techniques - The module has improved my communication skills - The size of the class facilitated effective learning - The module complements others I have studied - I have had enough opportunity to demonstrate what I have learned in this subject - The method(s) of assessment are appropriate to the content of this module -

Questions and remarks related to the open-ended comments are the following:

- What did you like about this module? - How could this module be improved? - Please use this space to for any further comments you would like to make about the

module.

In the ―Student Evaluation of Teaching‖ form, learners are again invited to answer all

applicable questions by ticking the category which best reflects their view (Section A of the

questionnaire). Additional open-ended questions (Section B of the questionnaire) provide

learners with the opportunity to provide feedback in their own words. It is explained in the

form that the ―Student Evaluation of Teaching‖ is part of a continuing effort by CASS

Europe to improve teaching and promote learning. Moreover, student responses are

anonymous and will feed directly into the institution‘s plans for teaching enhancement and

staff development.

Learners start by filling in section A of the questionnaire (representing fixed questions set by

CASS Europe) which requires them to confirm (by ticking ―Yes‖ or ―No‖) that they have

attended at least 80% of the session delivered by the particular Lecturer. Folling this they

then proceed to answer the following questions (on a six-point Likert scale as indicated

earlier):

- The lecturer was an able communicator - The lecturer retained my interest - The lecturer was approachable and available for consultation - Sessions were paced appropriately for the complexity of material and level of

knowledge

- The lecturer makes good use of examples and illustrations emphasizing key points - The lecturer seems to know the subject well - I have been encouraged to take responsibility for my own learning - The lecturer points out links to previous topics and other subjects discussed - The overall subject matter was developed logically - The handouts/lecture notes were well prepared and helped me to understand the

material

- The lecturer made good use of audiovisual materials - I used (a) textbook(s) in addition to lecture notes - I have learned the relevance of this subject to my future profession - The lecturer structures the material well - The lecturer gave explanations which were clear - My ability to work independently has improved as I was encouraged to think - The Academic Support office provided a helpful, efficient, responsive a,d prompt

service

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- The lecturer makes good use of class time - Overall, this lecturer assisted my learning - The lecturer sets high standards

Part B: Open-ended Comments

- What was most effective about this faculty member‘s teaching? - What might the lecturer do, if anything, to improve the quality of teaching - Please use this space for any further comments you may wish to make about the

teaching.

Evaluation of faculty member related to module delivery is based on peer assessment of

content and teaching. The specific issues which are addressed are contained in a ―Teaching

Observation Form‖ which is divided into three (3) parts as follows:

- Part 1: Background Information (To be completed before the in-class observation) - Part 2 Content and Teaching (Observer is to complete and to discuss with lecturer) - Part 3: Institutional Feedback and Action (Observer is to complete and discuss

with lecturer

Information in Part 1 is as follows:

- Lecturer‘s name - School - Programme - Module - Level - Year - Observation date - Observer‘s name - Session type (e.g. lecture, seminar, workshop, tutorial, other, etc.) - Session Purpose and Aim (a brief outline of the purpose of the session being

observed and the student profile)

- Session learning outcomes (indication of what the lecturer