UNI-QM has developed a methodology for the lifelong learning quality management system called UNI-QM Framework for Quality Management which embeds a learning process into a self-improving approach. UNI-QM has developed a unique pathway to excellence lifelong learning centres as well as a full overview of a set of resources that accompanies people on their journey and to provide a better understanding of the framework. These resources are: Case studies to give the user a direct approach to the topic, contributing to concrete experience and observation and reflection. Processes and indicators: that will help the users to form abstracts concepts and to directly test those processes in new situations. Benchmarking tools: to promote observation and reflection among users.

1. european universities quality management tools for lifelong learning
UNI-QM FRAMEWORK FOR QUALITY MANAGEMENT

2. Conceptual Framework
Complains &
Corrective
actions
Quality
Annual
Plan &
Quality
Strategy
Quality
Manual
Tools for CHECK : External Evaluation

3. Conceptual Framework
Quick Scan
Matrix for
PROCESS
Assessment
Matrix for
External
Evaluation
LLL Quality
Management
Model
Process &
Indicators
Case Studies
Tools for CHECK Tools for LEARN-ACT

4. european universities quality management tools for lifelong learning
PDCA and the UNIQ tools
A step by step approach to excellence
UNI-QM International Conference – SEFI European Forum Continuing Engineering Education
October 2009, Aarhus (Denmark)

5. Tools inside the PDCA, tools to initiate JOURNEY
Tools
for
CHECK
Tools
for
LEARN/
ACT
Tools for
PLAN
Tools
for DO
+400 // + 500
+ 200 // + 300
FULL SCAN
CENTRAL SCAN
Quick Scan
6 Sigma
Benchmarking
LLL QM Model
Process & Indicators
(GUIDELINES)
Case Studies / Best
practices
Networking
Seminars
International
Conference
Boston
Consulting G
SWOT

6. Improvement learning curve
Recursos necesarios
ExperienciaenQM

7. european universities quality management tools for lifelong learning
QUICK-SCAN

8. Quick-Scan questionnaire

9. european universities quality management tools for lifelong learning
CENTRAL - SCAN

10. Matrixes for process evaluation: CENTRAL SCAN
+400 // + 500
+ 200 // + 300
Full Scan Matrix
Matrixes for
PROCESS Evaluation
Quick Scan
Process Self Evaluation
 Alfa + DAETE
 New procesess
Procedures
 Benchmark
 Evaluate
 Process design & maintenance
 external evaluation
 EFQM 2010

11. Matrixes for PROCESS EVALUATION : Self EVALUATION
UNIQM PROCESS Alfa + DAETE + DAETE2 DESCRIPTION
5a Demand Analysis Sub-criterion 5a: Demand analysis
Sub-criterion 5c: Analysis of the
competition
5b Course Design Sub-criterion 5b: Programme design and
delivery
5c. Marketing Sub-criterion 5d: Communication and
marketing
5d. Enrolment Participants Recruitment & registration
5e. Economical Management Sub-criterion 5f: Administrative and
financial management
Incomes and expenses
5f. Logistics Sub-criterion 5e: Infrastructure and logistics
5g. Quality Control Sub-criterion 5g: Quality control
5h. Certification Sub-criterion 5h: Certification
5i.Post sales Any post-relational activity with former
participants
5j. E.learning Production
Delivery
5k. Conference Support Technical Support
Administrative Support

12. Process Map (CFP-2006)
LONG Courses
Short courses
Taylor made
Conferences and
Congreses
Projects Development
Certification
Logistics
Márketing
Evaluation
Operative Process
Strategical process
Support Processes
Project Management
Information Management Quality Management Innovation
Information
Systems
Economical
Management
Partnership Management
HHRR
Management

13. Matrixes for PROCESS EVALUATION : Self EVALUATION
Score
Matrix for PROCESS
Self EVALUATION

14. Matrixes for PROCEDURES EVALUATION: BENCHMARKING
PROCESS PROCEDURES == customer SERVICES
Scale of centralisation (done JUST in the CENTRE) or decentralised (more than one CEEC)
CENTRALISED
100% 50
%
DECENTRALISED
0%
DEMAND Demand and feasibility studies of the courses
analysis Sectoral needs analysis
Course design Support in course content design, definitions and methodology
Support in academic design: agenda and teachers selection.
Organizational design of the course: hour planning, budget, rooms to be used, contracts and
sponsorship
Course authorization: check out the documentation and follow up on the approval process
E.learning Course material production
Course delivery
Conference Technical assistance on design and budgeting
Support Contracting external services
Logistics (space, support staff, coffee & lunches and gala dinner)
Marketing Management of the publicity and promotion (press advertisement, leaflets, mailings and web)
Customer relationship management
Information: who offers the information about the program to the possible customers
Enrolment Student selection and admission
Scholarship management
Student registration
Economical Income management
Management Financial management: accounting, financing and support for auditoria's
Payments administration
Logistics Support to the teaching: documentation management
Support to the teaching: rosters and assistance control
Support to the teaching: room management
Quality
Control
Course quality evaluation survey on teacher quality
Organizational quality evaluation survey
Certification Printing and delivery of the Certificates and diplomas
Diplomas check
Post sales Management of the student work “internships”
Services for former students
Employment bureau

15. Matrixes for PROCEDURES EVALUATION: EVALUATION with EFQM
Level 1: Quality
depends solely on the
individual (no
processes)
Q--
Level 2: Process
awakening (basic
processes)
Q -
Level 3: Vision through
processes,
professionalisation and
a guarantee of quality
(intermediate
processes)
Q
Level 4: Systematic
assessment and
improvement of
processes (sophisticated
processes)
Q+
Level 5: Aiming for external
excellence (excellent
processes)
Q ++
The activities depend on
individual initiatives in
the University rather
than globally
programmed
procedures in the
organisation, unit or
service. There are no
defined associated
assessment processes.
Problems are rectified
as they arise.
The responsibility
for activities ceases
to be individual and
tends to become a
shared
responsibility of the
entire department
with some short
term planning.
There is some
degree of process
definition although
there is no
documentation.
Performance is
assessed
occasionally.
There are established
standards, procedures
and directives known
throughout the
organisation, unit or
service. The activities are
carried out in
accordance with these
procedures. Activities
are planned with
established medium-
term objectives and
defined indicators for
their assessment.
Established procedures
are systematically
assessed for potential
improvement. The
organisation/programme
strives to anticipate
problems and complaints.
There is a clearly visible
orientation towards the
customer. Activities are
planned with well-
defined medium and
long-term objectives.
There is an exchange of
knowledge and experience
throughout the entire
organisation, both within the
organisation and with
professions outside the
organisation including
competitors. The formulation
and improvement of the
procedures of the
organisation, unit or service
conforms to industry
standards, both internal and
external. Experiences and
best practices are shared with
others.

16. Matrixes for PROCEDURES EVALUATION: EVALUATION with EFQM
PROCESS PROCEDURES == customer SERVICES Level 1
Q --
Level 2
Q-
Level 3
Q
Level 4
Q+
Level 5
Q++
DEMAND Demand analysis : demand and feasibility studies of the courses
analysis Sectoral needs analysis
Course
design
Support in course content design, definitions and methodology
Support in academic design: agenda and teachers selection.
Organizational design of the course: hour planning, budget, rooms to be used, contracts and
sponsorship
Course authorization: check out the documentation and follow up on the approval process
E.learning Course material production
Course delivery
Conference Technical assistance on design and budgeting
Support Contracting external services
Logistics (space, support staff, coffee & lunches and gala dinner)
Marketing Management of the publicity and promotion (press advertisement, leaflets, mailings and web)
Customer relationship management
Information: who offers the information about the program to the possible customers
Enrolment Student selection and admission
Scholarship management
Student registration
Economical Income management
Management Financial management: accounting, financing and support for auditoria's
Payments administration
Logistics Support to the teaching: documentation management
Support to the teaching: rosters and assistance control
Support to the teaching: room management
Quality
Control
Course quality evaluation survey on teacher quality
Organizational quality evaluation survey
Certification Printing and delivery of the Certificates and diplomas
Diplomas check
Post sales Management of the student work “internships”
Services for former students
Employment bureau

17. Matrixes for PROCESS EVALUATION : External EVALUATION
Matrix for PROCESS EXTERNAL Evaluation
Actions on
process
What to consider? Level
1
Q --
Level
2
Q-
Level
3
Q
Level
4
Q+
Level
5
Q++
5a. Processes are
designed and
managed to
optimise
stakeholder value
Designing the organization’s processes, including those key
processes needed to deliver policy and strategy;
Identifying process stakeholders and managing interface issues
inside the organisation and with external partners for the
effective management of end-to-end processes;
Establishing the process management system;
Applying systems standards covering, for example, quality
management systems, environmental systems, occupational
health and safety systems in process management;
Implementing process indicators and setting performance
targets;
Reviewing the effectiveness of the process framework in
delivering the organisations policy and strategy.

18. Matrixes for PROCESS EVALUATION : Self EVALUATION

19. Matrixes for PROCEDURES EVALUATION: BENCHMARKING
PROCESS PROCEDURES == customer SERVICES
Scale of centralisation (done JUST in the CENTRE) or decentralised (more than one CEEC)
CENTRALISED
100% 50
%
DECENTRALISED
0%
DEMAND Demand and feasibility studies of the courses
analysis Sectoral needs analysis
Course design Support in course content design, definitions and methodology
Support in academic design: agenda and teachers selection.
Organizational design of the course: hour planning, budget, rooms to be used, contracts and
sponsorship
Course authorization: check out the documentation and follow up on the approval process
E.learning Course material production
Course delivery
Conference Technical assistance on design and budgeting
Support Contracting external services
Logistics (space, support staff, coffee & lunches and gala dinner)
Marketing Management of the publicity and promotion (press advertisement, leaflets, mailings and web)
Customer relationship management
Information: who offers the information about the program to the possible customers
Enrolment Student selection and admission
Scholarship management
Student registration
Economical Income management
Management Financial management: accounting, financing and support for auditoria's
Payments administration
Logistics Support to the teaching: documentation management
Support to the teaching: rosters and assistance control
Support to the teaching: room management
Quality
Control
Course quality evaluation survey on teacher quality
Organizational quality evaluation survey
Certification Printing and delivery of the Certificates and diplomas
Diplomas check
Post sales Management of the student work “internships”
Services for former students
Employment bureau

20. Matrix for self assesment
Self-assessment model for CEE

21. european universities quality management tools for lifelong learning
Matrix for self assesment WITH FACTS
A step by step approach to excellence

22. Matrix for Self-assessment with FACTS
Level 5Level 4Level 3Level 2Level 1
Definition
customized
for
continuing
engineering
education
Criterianame
Subcriteria
Description of
the subcriteria
adapted to
continuing
education
User scoring Scoring bar
Definition
customized
for
continuing
engineering
education
Definition
customized
for
continuing
engineering
education
Definition
customized
for
continuing
engineering
education
Definition
customized
for
continuing
engineering
education
Date
User scoring Scoring barDate
User scoring Scoring barDate

23. Facts description
Self-assessment model for CEE

24. european universities quality management tools for lifelong learning
FULL-SCAN

25. Full Scan Matrix: matrix for external evaluation

26. european universities quality management tools for lifelong learning
RESOURCES

27. UNI-QM : LLL quality management model
Improvement
phase Self-assessment
External evaluation
Action plan
Peer review

28. UNI-QM : LLL quality management model linked with PDCA
Identify
improvements
Self-assessment
External evaluation
PLAN
improvement
actions
Peer review
Do improvements

29. www.uniqm.net
info@uniqmproject.com