Business Department Evaluation - Assignment Example

HCT ADMC Business Department QMS Name: Date: Affiliation: HCT ADMC Business Department QMS Introduction In various higher colleges of technology, business department normally offers several applied business courses to its students in pursuit of meeting the international accreditation standards. Similarly, the business department of the ADMC (Abu Dhabi Men’s College) has formulated quality policies to ensure that the level and significance of education in the section have the required standards. The efficiency and quality of the education are highly dependent on the management that ensures student access reliable and quality education that will enable them to get relevant knowledge in the academic field. The business department of ADMC is among the major divisions of the government educational institutions in UAE. The higher colleges of UAE have approximately 20,000 Emirati students whereby the faculty of business has a great variety of degrees and diplomas for more than 5,500 students (Behl,Fitzgerald, & Vrazalic 2007,p.2337). The business department in the college has over six hundred students in six different programs of the business administration. The main strategic directions of the ADMC business department have its vision, and it is among the best innovative department in the academic milieu of Abu Dhabi. ADMC Business Department Quality Policy and ISO9001:2008 The business department of the Abu Dhabi Men’s College provides quality training in master, bachelor and diploma programs based on the academic and administrative regulations of the higher colleges of technology(HCT).The program and certification are in compliance with ISO 9001:2008 compliant quality Management system. The department of has a commitment to meet the requirements of the Higher College of Technology quality improvement systems and the standards of the certification programs as well as the accreditation bodies. Moreover, it seeks to comply with its own ISO9001:2008 quality management system to ensure that the education provided has the required standards of quality. The quality policy facilitates consistency in an efficient, transparent as well as student centered learning and working environment. The performance indicators of the department normally promote excellence and continued improvements in areas touching professionalism, teaching development and community and research development. The department normally values both the individual and team contributions for the greater good (Behl,Fitzgerald, & Vrazalic 2007,p.2336). ISO 9001:2008 advocates for a customer-oriented quality management hence giving the students needs a first priority. The application of the renowned ISO 9001:2008 quality compliant manual was strategic to the decisions made by the business department in 2011 when growth was quite rapid. Since 2005, the business department has been doubling due to quality provisions from the department. Implementation of the standardized quality management systems is paramount in ensuring that high-quality delivery in the multinational and multicultural environment of UAE (Formica et al 2005, p.56) .The College has a philosophical foundation of the student-centered teaching and learning and it has employed strategies that ensure that the philosophy remains part of the QMS. (McCaleb 2005, p.326). Strengths and weakness of ADMC Business Department Quality Policy in relation to ISO9001:2008 requirements of quality policy The international standards assert that any organization that claims to have ISO 9001:2008 certifications must show the ability to provide quality products that will meet the requirements of the customer and the applicable regulatory and statutory requirements. The ADMC has proved itself worth as per the requirement through formulating a quality policy statement that involves all the requirements. This has enabled the college to be among the best business colleges since it follows the required guidelines when it comes to quality provision (Oakland 2003,p.78).Moreover, the quality policy aims to provide enough customers satisfaction through effective application of systems including the processes for continued improvement and the assurance of conformity to the customers and the applicable regulatory and statutory requirements. The business department continually improves effectiveness as per the requirements of the ISO9001:2008 international management and leadership at the international standards. All the education processes in the department are under close monitoring by the management team of the department to ensure that quality is maintained. Provision of the educational services according to the ISO 900:2008 is an integral duty of the professors. In attempt to familiarize the processes, the academic and the supporting staff must undergo training to gain relevant skills that will be useful in the entire process. In case of clarifications and questions, they refer to the quality server and get refresher trainings occasionally (Tricker 2013, p.63).In case of non-conformities, taking corrective and preventive measures is paramount to ensure that quality of education remains intact. Staff meeting serves as the discussion point of all contentious issues to pave way for positive solutions. When necessary, the processes and forms get improvement to facilitate updating of the quality manual (Tricker 2013, p.68). Its worth noting that the business department does not perform all the tasks as stipulated by ISO901:2008.however, it outsources several process to the specialized support departments within the ADMC or the central services of the HCT. The internal support departments (ISD) of the ADMC and HCT central services entitled with provision of several human resources such as finance, facility information and technology support, photocopies, academic or the student services to the business department(Tricker 2013,p.67). Although the departments may not quality certification and processes as per ISO 9001:2008 section 4:1, the general requirements under 7:4 (purchasing = ordering). According to the business department, it demonstrates that it has particular degree of control over the outsourced products and services and the control is sufficient to ensure that no damage or significant effect to the department through potential poor performance of the internal support departments. In attempt to ensure that there is effectiveness in all the services, the professors normally flag the department chairs any problems that might experience or observe the services periodically by all the members of the department of business. In cases of non- conformity, the chair of the department discusses the issues with the supervisors of the internal support and recommends the corrective and preventive actions (Tricker 2010, p.55). The business department has a commitment to operate under the guidance of the quality manual and it is committed to the continuous improvement in an attempt to provide educational opportunities and services that will meet the needs of the learner’s community and the industry. As per ISO requirements, the documents may be in form or type of medium that allows many formats in the document such as magnetic media; optic computer discs photographs and sounds (Tricker 2010, p.56). The business department document normally complies with document format requirements and they are in form of Ms Office files in form of soft copy, print and in the websites. However, the department has not fulfilled the entire ISO 9001:2008 and there several loopholes here and there. Therefore, it is crucial for the department to embrace full ISO 9001:2008 for facilitating quality management. For instance, ISO 9001:2008 asserts that management commitment is paramount for any successful business. However, ADMC Business Department Quality Policy does not indicate any chances of committed management. It involves communicating to the organization on the significance of meeting the customer and other regulatory and statutory requirements. The process is paramount in ensuring that quality enhancement is possible (Pohl 2010, p.59). Moreover, the ADMC Business Department Quality Policy has not indicated the ways and methods it will use in measurement, analysis, improvement and monitoring. These steps are crucial in determining the effectiveness of quality education provided to the students. The monitoring measurement aims to ascertain whether conformity and educational requirement are in order .These steps are fundamental in the formation of concrete and solid business department that will meet overall educational demands from the students( Pohl 2010, p.59 ). Moreover, the action of the department delegating duties to the other departments may lead to cases of reduced quality since such department’s certification is not similar. Therefore, cases of reduced quality might be evident and even leads to non-conformity principle hence inhibiting the quality entire department. Quality policy ADMC Business Department is student -centered seeking to satisfy the needs of the students. The policies create a student centered leaning environment critical in facilitating research and development both in school and work. The ADMC Business department quality Objectives Two quality objectives of ADMC department The business department has some quality objectives that include the following: • Demonstrating ongoing commitment towards development, education and student welfare • Ensuring that superior programs of education have consistency in delivery and exhibit high standard SMART criterion on each objective the ISO 9001:2008 requirements SMART is a mnemonic acronym normally used in formulating criteria in setting goals and objectives in an organization or any other relevant setting. The letter S- specific, M-measurable, A-agreed by the management, R-realistic and T for time scaled. Objectives following SMAT are likely to succeed because it is clear; therefore, the individual knows exactly what to expect. SMART objectives are workable and in the end, and they bring success to the firm or organization. • The first objective is “Demonstrating ongoing commitment towards development, education and student welfare”. Following the SMART criterion, the objective is specific since it outlines what it seeks. It clearly states that it demonstrates the ongoing commitment towards student welfare, development of the department and education. The specificities are clear hence meeting the first condition for specificity. The second parameter is measurability. It seeks to ask how one will meet the expectations and defining the terms in terms of frequency, quality, and deadlines among others. It means the extent of evaluation of something over a given standard. However, the above objective is not measurable hence terming as ineffective and inefficient in the task. The third parameter is the achievability, and it is practical in the objective. Though the objective has not stated how they will achieve, it is practical the activities mentioned are worthwhile and achievable. In terms of realism, the objective is practical for it is realistic. It is neither mediocre nor unrealistic hence terming the objective as good for the cause (Stevenson& Hojati 2007, p.45). Finally, the objective has not included the time scale since it has not indicated the starting and completion time. Therefore, the objective does not meet the SMART requirements hence terming it as ineffective The second quality objective of ADMC department is “Ensuring that superior programs of education have consistency in delivery and exhibit high standard”. Using the SMART criterion, the objective has the specificity aspect since it indicates the exact intention of the objective. Measurability of the objective is not possible since there is no quantity or any other measurable parameter hence indicating no chances of measuring the output of the objective. In terms of achievability, it is possible to achieve since it is not too high or too low. It is average hence referring it worthwhile for the activity. The objective is relevant, and it seeks to increase quality education for the students in ADMC Business Department. However, in terms of time scale, it does not meet the required threshold since it does not indicate the time of completion. Therefore, the objective also does not meet the SMART criterion hence terming it as unfit for the department (Tricker 2010, p.78). The ISO 9001:2008 dictates that customer focus is paramount, and it is the foundation of every successful business. In the case of ADMC Business Department, the objectives seek to improve education, student welfare and general development of the department. These initiatives seek to ensure satisfaction of the customer who is the student in this case. Moreover, the adoption of ISO 9001:2008 calls for implementation of standardized quality management systems that pursue quality delivery of education. The objectives are compliant hence affirming the objectives incompliant with the ISO 9001:2008 standardization (Tricker 2010, p.78). Two SMART objectives for ADMC Business Department • By the end of year 2016, the business department should provide superior programs of education in an attempt to facilitate quality education for the massive graduates from the college. • By the end 2017, the department must ensure that the entire staff has required threshold of commitment towards development and students welfare in pursuit of quality education. Teaching Process, key processes that teachers are required to follow Writing assessments is an important part of the teaching process. Assessments determine whether the student has passed or failed. Effective and efficient administration of the assessment tests ensures students have equal chances in the examination, making it convenient for every student to pass. The following is a process indicating the writing assessment (Nicks-McCaleb, 2005, p.325). Policy statements for assessment process The assessment process for the ADMC business department provides free and fair opportunities for all the students. The assessments ensure that student apply what they have learnt in classroom to the practical activities. The teacher has followed the assessment processes making it possible for students to have free and fair assessments. The assessments have the required threshold and content according to the CAF folder. Moreover, the departmental chair ensures that the content of the exams is up to date and relevant. The strict adherence to the stipulations of the assessment makes sure that quality of education remains constant despite the internal changes and upheavals that may arise (Stevenson & Hojati, 2007, p.75). PRACTIC The missed exam process has been contentious and many students have complained. However, there spelt out procedures to follow in case of a missing exam. Students who fail exams due to unfit conditions when doing the exam do not get a chance to appeal and redo the examination the fact that creates disillusionment amongst many students. The occurrence has created a loophole that needs alleviation (Nicks-McCaleb 2005, p.89). Policy Statement of examination processes The ADMC business department has spelt out policies relating to missed exams. Professors liaise with the students to ensure that examination depicts the nature and qualifications of the students. New policy statement In an attempt to provide free and fair examination, all the students who fail in the examination for adverse medical conditions should provide enough and adequate evidence to the examination to ascertain that they were not medically fit to do the examination. This is for the good of the students and quality sustenance in the department. The students who feel that they should re-sit the examination must provide relevant and credible documents. The examination committee will go through the documents and ascertain the validity of the claims. If the claim is sustainable, then the students get the mandate to redo the examination. This will adhere to the ISO 9001:2008 certification, requiring quality service to the customers who are the students in this case. The proposed process will suit the students, since no single student will feel disadvantaged due to unfit medical or situational condition during the examination period. Application process of ISO9001 certification For organization to achieve ISO certification, there are several mandatory steps to facilitate the entire process. First, the top management must show commitment in terms of human resources, time and the financial resources. Secondly, the organization must form a quality team consisting of at least two senior and junior employees. Among the members of the quality, management representative who will coordinate ISO related activities. Third, training and awareness is paramount since it creates awareness on the expectation of the organization. Quality management system entails training of all the employees hence making the step crucial and inevitable (Phillips 2009, p.67). The internal auditors are among the staff that requires the training. The fourth step involves reviewing the existing systems and compares it with ISO 9001 requirements. The comparison ascertains whether the organization has the met the threshold of certification. Completing the manual is the fifth step. It involves submitting the quality policy statement, the quality objectives, and the quality procedures. This serves as a way of showing that the organization has the required threshold for certification (Odhabi, & Nicks-McCaleb 2009, p.287). Implementing quality management system and conducting internal audit is part of the system .It involves deciding on the starting date and efficient training of the internal auditors. Conducting the internal audit is part of the documentation process. Reviewing management and on-site audit is the seventh step and it characterizes, submitting quality manual for approval and the documentation audit. Moreover, at this stage, it involves calling the certification body to conduct onsite audit of the current quality system. The external audits are part of the certification process and they form two sections. The first step involves, auditor checking the management system and relevant documentation. Legal and the regulatory requirements are crucial in the stage. At the end of the first stage of audit, evaluation ascertains whether one is ready to proceed to the next stage. For the two steps, the resulted gets back to the company. Completion of external audits calls for certification (Phillips 2009, p.78). If the certification body feels that the quality management system meets the threshold, then the organization gets the provisional recommendation that conforms to ISO 9001.after the process, the company or organization gets the certification certificate within 20 to 30 working days. The organization seeking certification should look for a credible certification company. The credibility of the company ensures that the certificate is valid and the quality management system of the company is up to date. It is crucial to train the employee to conform to the ISO 9001 regulations in attempt to ensure proficiency in the provision of the services. Training equips the employees with the required knowledge and skills to deliver quality service to the customers (Pohl 2010,p.56). Conclusion ISO 9001 certification is paramount for an organization to get an international outlook. Certification ensures that whatever the organization deals with is acceptable in the international outlook. The ADMC (Abu Dhabi Men’s College) is a certified college since it provides quality education to the UAE citizens. Certification has helped the college to achieve international recognition hence becoming among the best colleges in the world. All the activities in the organization should focus on the students, hence fulfilling the ISO 9001:2008 certification that affirms that all services should focus on the needs and desires of the customer. References Behl, D., Fitzgerald, J., & Vrazalic, L. (2007, October). Barriers to e-learning for students in the United Arab Emirates and Oman. In World Conference on E-Learning in Corporate, Government, Healthcare, and Higher Education (Vol. 2007, No. 1, pp. 2334-2338). Dale, B. G., Van Der Wiele, T., & Van Iwaarden, J. (2013). Managing quality. John Wiley & Sons. Formica, P., Formica, P., Quirke, P. J., McCaleb, L. N., & Quirke, P. (2005).The way forward. Effe Elle Editori srl. Nicks-McCaleb, L. (2005). The Impact of State Funded Higher Education on Neighbourhood and Community in the United Arab Emirates. International Education Journal, 6(3), 322- 334. Oakland, J. S. (2003). Total quality management: text with cases. Routledge. Odhabi, H., & Nicks-McCaleb, L. (2009, February). Intercultural engagement in the arabian gulf region. In Proceedings of the 2009 international workshop on Intercultural collaboration (pp. 285-288). ACM. Phillips, A. (2009). ISO 9001:2008 internal audits made easy: Tools, techniques, and step-by-step guidelines for successful internal audits (3rd ed.). Milwaukee, Wis.: ASQ Quality Press. Pohl, K. (2010). Requirements engineering: fundamentals, principles, and techniques. Springer Publishing Company, Incorporated. Stevenson, W. J., & Hojati, M. (2007). Operations management (Vol. 8). Boston: McGraw- Hill/Irwin. Tricker, R. (2010). ISO 9001-- 2008 for small businesses (4th ed.). Amsterdam: Butterworth-Heinemann. Tricker, R. (2013). ISO 9001 (5th ed.). Hoboken: Taylor and Franci Read More