10 th enohe conference oxford 2013 the effect of student participation in quality assurance on...
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10th ENOHE ConferenceOxford 2013
The effect of student
participation in quality
assurance on student
complaints
Doris Kiendl-Wendner
10th ENOHE ConferenceOxford 2013
Agenda
1. The „modern“ university2. Roles and expectations 3. Quality assurance procedures4. Active student participation
10th ENOHE ConferenceOxford 2013
The „modern“ university
Commercialization
CompetitionRankings
Branding Marketing
10th ENOHE ConferenceOxford 2013
Students as customers?
Universities as service providers?
Commercialization
CompetitionRankings
Branding Marketing
10th ENOHE ConferenceOxford 2013
Students´ expectations
may depend on…
… perceived employability after graduation… the image of the university… tuition costs….
10th ENOHE ConferenceOxford 2013
Managing students´
expectations- Individual development- Relationship building- Academic merits- Fair and transparent procedures
10th ENOHE ConferenceOxford 2013
Personal Development
Guidance
Relationship Building
Mentoring
10th ENOHE ConferenceOxford 2013
Perceived Quality of higher
education
Process orientation:
Transparency – Foreseeability – Good Governance @ universities
10th ENOHE ConferenceOxford 2013
Quality Assurance Cycle
Objectives
Measures
Evaluation
Improvements
10th ENOHE ConferenceOxford 2013
Student participation in
quality management- Student representatives- Individual student involvement, e.g. in quality
assurance measures (course evaluations)- Continous communication on quality
improvements
You can make a difference!
10th ENOHE ConferenceOxford 2013
Effects
Quality Assurance Lifecycle►
Impact of students´ feedback ►
Higher level of perceived quality
Less formal complaints because
a) Students can express their concerns within the quality assurance lifecycle;
b) Students may have more trust in the university management and express their concerns informally.
10th ENOHE ConferenceOxford 2013
Questions, Comments
welcome!
Thank you.
Doris Kiendl-Wendner