Quality Management Standard for Learning Service Providers - Critical Analysis

• Autorzy: Sławomir Wawak , Roman Batko , Piotr Rogala

Warianty tytułu

Standard zarządzania jakością dla dostawców usług szkoleniowych - krytyczna analiza

• Języki publikacji: EN

Abstrakty

EN

The paper discusses the usefulness of two dedicated quality management systems for learning service providers. The systems have been described in the international standard ISO 29990 and Polish national standards MSUES (Małopolska Standards for Education and Training Services). The results are based on a survey of managers who have implemented one of those systems in their training companies. It was found that the implementation of the discussed systems could contribute to success on the training market. The quality of training services is viewed as an important factor in personal improvement. Most of the studies on that subject omit the key cause of high-quality training, which is quality management in the training company. This paper attempts to bridge that gap. (original abstract)

W artykule omówiono przydatność dwu dedykowanych systemów zarządzania jakością dla dostawców usług szkoleniowych. Systemy zostały opisane w międzynarodowym standardzie ISO 29990 oraz polskim standardzie MSUES. Prezentowane wyniki opierają się na przeprowadzonych badaniach menedżerów, którzy wdrożyli jeden z omawianych systemów w swoim przedsiębiorstwie. Wyniki pokazują, że wdrożenie omawianych systemów może przyczynić się do osiągnięcia sukcesu na rynku szkoleniowym. Jakość usług szkoleniowych jest uważana za istotny czynnik wpływający na efektywność podnoszenia kompetencji pracowników. Tymczasem większość badań w tym temacie omija kluczowy czynnik wpływający na wysoką jakość szkolenia, którym jest zarządzanie jakością w firmie dostarczającej usługi edukacyjne. Artykuł wpisuje się w tę lukę. (abstrakt oryginalny)

Słowa kluczowe

EN

Training; Quality of services; Quality management; Standards; Research results

PL

Szkolenia; Jakość usług; Zarządzanie jakością; Standardy; Wyniki badań

• Czasopismo: Problemy Zarządzania
• Rocznik: 2017
• Numer: vol. 15, nr 1 (65), cz. 1 Challenges of Entrepreneurship
• Strony: 176--191

Twórcy

autor

Sławomir Wawak

• Cracow University of Economics, Cracow, Poland

autor

Roman Batko

• Jagiellonian University, Cracow, Poland

autor

Piotr Rogala

• Wroclaw University of Economics, Wroclaw, Poland

Bibliografia

• Arif, S. and Ilyas, M. (2011). Leadership, Empowerment and Customer Satisfaction in Teaching Crushing and Tuitions. Case Study of a Pakistani University. The TQM Journal, 23, 388-402.
• Branch, R.M. (2009). Instructional Design, The ADDIE Approach. New York: Springer.
• Byrnes, M.A. and Baxter, J.C. (2012). There is Another Way! Launch a Baldrige-based Quality Classroom. Milwaukee: ASQ Quality Press.
• Clegg, B., Rees, C., and Titchen, M. (2010). A Study into the Effectiveness of Quality Management Training. A Focus on Tools and Critical Success Factors. The TQM Journal, 22, 188-208.
• Conclusions of the Council and of the Representatives of the Governments of the Member States meeting within the Council on the priorities for enhanced European cooperation in vocational education and training for the period 2011-2020. Official Journal of the European Union, 2010/C324/01.
• Council conclusions of 12 May 2009. On a strategic framework for European framework for European cooperation in vocational education and training (ET 2020). Official Journal of the European Union, 2009/C119/02.
• Council Resolution of 15 November 2007 on education and training as a key driver of the Lisbon Strategy. Official Journal of the European Union, 2007/C300/01.
• Danilewicz, D. (2013). Analysis of Training Services Market in Poland. Edukacja Ekonomistów i Menedżerów, 27, 67-82.
• Galloway, L. and Ho, S. (1996). A Model of Service Quality for Training. Training for Quality, 4(1), 20-26.
• GUS. (2014). Activity of Non-financial Enterprises in 2013. Warsaw: GUS.
• HRP. (2014). End of Financial Support. Łódź: HRP.
• ISO. (2010). ISO 29990:2010. Learning Services for Non-formal Education and Training - Basic Requirements for Service Providers. Geneva: ISO.
• ISO. (2015). International Organization for Standardization. Retrieved from: http://www. iso.org.
• Kuo, Y.K.. and Ye, K.D. (2009). The Causal Relationship between Service Quality, Corporate Image and Adults' Learning Satisfaction and Loyalty: A Study of Professional Training Programmes in the Taiwanese Vocational Institute. Total Quality Management, 20, 749-762.
• OECD. (2015) Recognition of Non-formal and Informal Learning (2015). Retrieved from: http://www.oecd.org/education/skills-beyond- school/recognitionofnon-formalandinfor- mallearning-home.htm.
• PARP. (2013). Report on SME in Poland in 2011-2012. Warsaw: PARP.
• Quinn, A., Lemay, G., Larsen, P., and Johnson, D.M. (2009). Service Quality in Higher Education. Total Quality Management & Business Excellence, 20, 139-152.
• Recommendation of the European Parliament and of the Council of 23 April 2008 on the establishment of the European Qualifications Framework for lifelong learning. Official Journal of the European Union, 2008/C111/01.
• Recommendation of the European Parliament and of the Council on establishing a European reference framework for quality assurance in education and vocational training. Official Journal of the European Union, 2009/C155/01.
• Recommendation of the European Parliament and of the Council on the establishment of a European Credit System for Vocational Education and Training (ECVET). Official Journal of the European Union, 2009/C155/02.
• Ree, S., Park, Y.H., and Yoo, H. (2014). A Study on Education Quality Using the Taguchi Method. Total Quality Management & Business Excellence, 25, 935-943.
• Reigeluth, C.M. (ed.) (2012). Instructional Design Theories and Models. Hillsdale: Erlbaum.
• Rogala, P. and Wawak, S. (2015). Dedicated Standards for Quality Management in Training Companies. Nauki o zarządzaniu, (3).
• Sakthivel, PB. and Raju, R. (2006). Conceptualizing Total Quality Management in Engineering Education and Developing a TQM Model of Educational Excellence. Total Quality Management & Business Excellence, 17, 913-934.
• Smith, PL. and Ragan, T.J. (2005). Instructional Design. Hoboken: Wiley.
• Wawer, M. (2012). Development of Training Services Market in Poland. The Present and the Future. Zeszyty Naukowe Uniwersytetu Szczecińskiego, 723, 443-454.
• Werner, T. and Weckenmann, A. (2009). Enhancing the Quality of Advanced Vocational Qualification to Computer-assisted Generation of Individual Training Concepts. In: S. Brdarevic (ed.), 6th Research/Expert Conference with international participation Quality 2009 Proceedings. Zenica: University of Zenica.
• Wood, J. and Dickinson, J. (2011). Quality Assurance and Evaluation in the Lifelong Learning Sector. Exeter: Learning Matters.
• World Register of ISO 29990 certificates (2015). Retrieved from: http://www.iso29990. biz/iso29990-certificate.html.

Identyfikatory

DOI

10.7172/1644-9584.65.11