Quality culture

One of ES’ overarching goals is to have a strong quality culture; it is one of the Strategic Targets 2025 (see figure on the right). Additionally, one of our core tasks is to manage the QA of the ES portfolio.

The Harvard Business Review defines a ‘true quality culture’ as an environment in which employees not only follow quality guidelines but also consistently see others taking quality-focused actions, hear others talking about quality, and feel quality all around them. ES’ ultimate goal is to create a culture in which employees feel an intrinsic drive and ownership to further strengthen quality within our organization through their daily actions.

In June 2022, we carried out a pulse survey to gauge the quality and working culture at ES. This was the first time we asked ES staff for their input on these topics. The findings from the survey serve as a baseline for the existing quality culture in our organisation and will be used to improve on those aspects that need it. Following the advice of the QA Board, the survey will be repeated in two years.

The survey results were also shared with ES staff in the quarterly meeting held in August 2022 that focussed on quality. This meeting also served to collect input on the values that staff find important for a quality culture. Using the collective feedback, ES defined a vision on quality based on four shared values: collaboration, commitment to continuous improvement, professionalism, and trust.

Vision on quality

The quality culture we embrace at ES is based on a strong collaborative spirit with the shared goal of delivering an excellent experience to all learners.

We can be trusted to use our knowledge and expertise to deliver an impactful experience because we care about our diverse community of learners and their lifelong learning development.

Our teams work proactively with a focus on solutions: this approach enables us to improve the quality of our products and services. As an organisation, we foster a culture of learning, both for our learners and for ourselves; in this way we continue to grow and improve.

Stakeholders and roles

Having a good quality culture means that quality is in everyone’s remit. However, the final responsibility regarding the quality of education is shared amongst different persons, teams

STAKEHOLDER

Executive Director

Director of ES Education

Quality Assurance Officer

Manager Education Support

Manager Business Development

Policy Advisor

Quality Assurance Board Management Team

Education Management Team

Academic Portfolio Directors

Faculty Coordinators

Administrative Officer Course Team

Portfolio & Product Managers

Learning Developers

Learning Technology Team

Moderation Staff

Educational Data Analyst

Communication Manager

Administration Team and Boards. Some of these roles are legally prescribed in the ES Management Regulations (ES Beheersreglement).

Role In Quality

Quality of ES strategy, innovation and operations.

Quality of ES education.

ES QA processes (process manager).

Quality of educational support and QA cycles (process owner).

Quality of marketing, enrolment processes and reporting cycles (process owner).

Regulations and all ES policy documents.

Quality of examinations and final assessments and thus certificates.

Advisory role on quality processes and quality of educational portfolio.

QA of the education offered.

Quality of education. Advisory role on QA and portfolio development of ES education.

Quality of portfolio for each ES educational theme.

Course evaluations and improvement plans.

Reporting and annual improvement plans (process manager).

Quality of course content and operations. Course team includes lecturers, teaching assistants and course coordinator (if appointed).

Quality of portfolio development and alignment. Portfolio and product management and review.

Course design and didactic quality.

Quality of technology.

Quality of course delivery.

Platform and learners’ data for course evaluations.

Sharing best practices on continuing education and lifelong learning.

Quality of administrative processes and systems.