EFQM AWARD 2006

Responsibility & Quality From quality as management method to quality as a specific branding strategy

Gyöngyvér Hervai Szabó

Vice rector of research and development

EFQM AWARD 2006

KJUC Mission 2006Our Mission is contributing to carry out the vision of

European Social Quality with resources of a sustainable, applied research university, based on international excellent service culture as a value adding force:

Strengthen Székesfehérvár’s role as regional centre Fulfill Siófok & Orosháza’s role as touristic & recreational

centresContributing to Become a European Regional Centre in case of Budapest Integration of Hungarian HE and into European HE

Networks Strengthen the competitiveness of European Higher

Education Area

EFQM AWARD 2006

KJUC Vision 2006

KJUC, as a leading non-profit,sustainable, quality oriented institution, Can fulfill its role, AsApplied Research University,asEducation-Research- Counselling Innovation Centre,asExcellence-Centre

KJUC as a network university have to be a hub for national and international education and research programme services in EHEA and ERA.

EFQM AWARD 2006

Vision: Carry out European Social quality as value KJUC programmes based on academic and service quality,

focused on entrepreneurship, digital and foreign language communication, basic managerial competency development.

Our aim is to teach economic, social community development competencies for our students to fulfil theirs own wellbeing and individual carriers.

Our aim is to develop responsible citizens, with social justice, human rights sensitivity, commitment to rule of law, with competency to be professionally recognised, flexibility, undertaking engagement, working for social security, cohesion and integration.

Full time, part time, distance education services are focused on helping integration into information society in case of students, teachers and administrative staff, to develop competencies for LLL.

KJUC organisational culture focused on distributive justice: satisfaction of costumers and partners, accountability, continous improvement, committed to quality and teamwork.

EFQM AWARD 2006

KJUC Strategy 2006

(KJUC 12 points)

Applied research university

E&R&D programmes

Quality services forE&R&D

SustainableQuality

organisational culture

EFQM AWARD 2006

KJUC Strategic Aims I. Applied Research University

1.KJUC accredited programmes (BA,MA), focused on information society profession with LLL extension

2.Programmes based on national and international partnerships

3.PhD programmes based on national, regional and international research network

4.Applied research focused on business and social innovation based on KJUC research parks.

EFQM AWARD 2006

KJUC Strategic Aims II. Excellent, integrated, academic and service quality culture

5. Education service culture based on quality academic teaching and learning services

6. Life Long Learning strategic services7. Specialized research & innovation

services8. High quality local and international

support services for students, teachers and researchers

EFQM AWARD 2006

KJUC Strategic Aims III. Sustainable Organisation with Quality Culture

9. Sustainable organisation with international service quality culture

10. New HRD culture with sustainable competencies for new national and international programmes and services

11. New campus environment for differentiated needs of different life-style communities

12. New organisation structure and process management helping carrying out strategic aims, programmes and policies.

EFQM AWARD 2006

Quality manaegement at KJUC

Quality strategy & policies

Quality services

Self-assessments

External assessments

EFQM AWARD 2006

KJUC Quality MilestonesQuality Strategy and Policies1998 decision on introducing quality management, health checking2000 Quality programme built in 2000 Strategic Plan2000 Quality strategy2000-2005 process management quality actions2003 quality evaluation2006 new quality strategy

Quality ServicesQuality organisation

Quality services: audit for programmes

benchmarking

higher education quality research

satisfaction measurement

(2000, 2001, 2002

2003, 2004, 2005 costumers, partners

2005 strategy focused special)

Quality partnership programme

Measuring the implementation of strategy, policies

Dissemination of quality management results

Self-assessments: 1998 HAC first institutional accreditation2000 HAC additional (regional centres Budapest, Siófok) institutional accreditation 2001, 2002, 2003, 2004, 2005 programme assessment2000 health cheking of the organisation2003 Self-assessment connected to regional award 2004 self-assessment for Bologna-criteria2004 self-assessment connected to Shiba Award2005 self-assessment for new strategy and EFQM AWARD

External evaluations1999 HAC2001 HAC2003 Regional Award assessors2004 Shiba Award assessors2005 EFQM Award assessment

EFQM AWARD 2006

Quality and institutional Strategy

2000Quality strategy built in Institutional strategy

Independent quality actions helping new service delivery processes 

Quality services organized at institutional level                                     

2006

Quality as branding strategy

Integrated horisontal and vertical processes for service delivery system

Quality services have to be decentralised: new quality strategy

EFQM AWARD 2006

Quality services at KJUC 2000, 2006Creating the agenda (fitness for purpose);Quality as a professional responsibility;Encouraging the development a learning organisation;Open and informed approach to quality;A planned and systematic approach to quality;Valuing self-improvement and improvement based on external reference;Development of the KJUC quality planning and review cycle, a quality cycle;The importance of feedback.

New front office and back office management programme

New system for dealing with matter

New human resource rewarding system

New social programmes for human resources for recreation

New organisational culture building programmes for new entrance people

Training programmes for experienced personell

EFQM AWARD 2006

Strategic processes

Education

ResearchInner

servicesOrganisa

tion Building

Society Building

Outerservices

Region building

Strategic actions

Programme development

ECTS

Neptun

Distance ed.

Organisation building

Infrastructure

Partnerships

EFQM AWARD 2006

Strategic & quality processes at KJUC in 2006

Social quality

Student/ Research costumer

management

Marketing

Strategy/policies

Organizational culture

ServicesProgrammes

EFQM AWARD 2006

Process management in case of KJUC in 2000 and 2006

Sustainable InstitutionStrategy

Regional centres

Institutes

Strategic quality service

monitoring unit

Strategic processes 2000:fragmented and centralised

Strategic processes2006 integrated and decentralised

Education service officesResearch units

Strategic administrative service planning units

Student administration centresDepartmentsEducation centresSupport services

Institutes (BA,MA, PhD, LLL, RICs,QCs)

Decentralised units for local services

Regional centres (costumer services)

A& LL institute for external services

Strategic monitoring units

Different units Sustainable

EFQM AWARD 2006

The KJUC a unique institution in quality culture in HHE

The only institute in Hungarian higher education with quality award, The only institute with autonomous and coherent quality system and policies. the only institute whose activity is served as best practice. The only institute which organised a national workshop for Shiba awarded, The only institute getting law for membership in National Quality Club as Shiba awarded. We regularly attend at national and European subregional higher education quality programmes and Developed a partnership for Polish, Ukrainian and Romanian partners.

EFQM AWARD 2006

From assessment –centred quality culture to competency-based quality services

Quality centres in KJUCProgramme benchmarking national and

internationalQuality management in student and

teacher mobilityQuality management for

internationalisationQuality standards in infrastructureQuality standards in high level quality

services

EFQM AWARD 2006

Quality Culture challenges in 21st century :KJUC

EHEA ‘the decade of international quality’Integrity as Substance: standards and contentsIntegrity as Coherence: horizontal and vertical integrationIntegrity as Trustworthiness: credentials as credible medium of exchange

To enable academic institutes for quality programme (programme portfolios)To enable academic institutes for quality programme development (institute portfolios)To enable regional education centres for quality programme development (regional centre portfolios)To enable academic personnel for high quality teaching philosophy, methods, research excellence and tutoring: (teacher portfolios)To enable students for improving learning competencies (students portfolios)

EFQM AWARD 2006

Performance improvement sytem in KJUC

Quality audit(self assessment and external assesmentI

Equal access

Inputs: Educational and operational service processes Outputs

Quality in enrolled students

Education & research,regional& society service programmes and delivery

Internationalisation and quality standards

Competent students

Qualified teachers Student , education, and research administration and learning (inner& external)services

strategic marketing centred process management

Competent teachers

Qualified personnel Developing ommunities of practice in generic and supportive services

Life-style management and community life organisations

Competent services

Qualified operational quality service personnel

strategic resource management Fit for purpouse organisation Competent management system and leadership

Quality services, programmes and methods (inputs, processes, outputs)

SWOT analysesRADAR Logic

PDCA, training,advisers Performance competency analyses

competency evaluations

Competitors benchmarking

Brainstorming programme benchmarking, student portfolioevaluation

Accreditation benchmarking

measuring satisfaction gap analyses teacher portfolio evaluation

Competency gap analyses

quality teams, functional teams, training, supervision

partnership questionerres, interviewa, narrative and discourse analyes

supporting service portfolio evaluation

Operational gap analyses Programme and project, process delivery and functional planning and controlling

complex monitoring management portfolio evaluation

EFQM AWARD 2006

Summary: The KJUC quality route

The KJUC quality route is from searching quality structure and policies,Through quality services in benchmarking,costumer satisfaction measurement,evidence based service evaluation,Self-assessment,Services for external assessment,

to quality as a specific branding strategy,quality as framework for strategic management processesthe vision of integrity management in quality. We think our institution’s quality policies are more comprehensive, more integrative and more visible. and gives a bases for a European external evaluation, for

an international benchmarking.

EFQM AWARD 2006

Our aim is to be an outstanding network institution in EHEA, ERA, enhancing social qualityfor regional economy and society

HAC and internationalAcademic qualityand Business Service Quality

HAC and internationalAcademic qualityand Business Service Quality