Holland College Quality Objectives
Approved by Management Executive Committee on April 6, 2006
Holland College's Quality Objectives (April 2006)
What the ISO Standard says about Quality Objectives
How does Holland College set Quality Objectives?
Holland College Quality Objectives
1) With respect to the following two student survey questions:
i) "The overall quality of this program is high."
ii) "I would recommend this program to someone I know."
the objective: all programs to achieve a rating of 80% or higher.
(In terms of the survey this means 80% of students that responded have either mildly agreed or strongly agree with this statement.)
Note: each of the above questions are also reported as a Critical Performance Indicator.
2) With respect to the following two questions on the New Student Survey (yes/no response):
"During my orientation I was provided with information regarding":
- An outline/description of the Program content.
- An outline/description of how I will be assessed (ratings or grades).
the objective: all programs to received a 80% or better yes response.
3) With respect to the following question on the New Student Survey:
"I am very satisfied with the whole application and enrollment process."
the objective: achieve a rating of 90% or higher (90% of students responding have either agreed or strongly agree with this statement.)
4) With respect to the graduate survey question:
"How likely would you be to recommend the program you were in to someone you know?"
the objective: achieve a overall mean satisfaction score of 4.25 or higher (translates to 80% of students responding have either mildly agreed or strongly agree with this statement – as reported on the CPIs).
(Note: Graduate surveys are conducted each year in May on the previous year's graduates.)
What the ISO Standard says about Quality Objectives:
The organization's strategic planning and the quality policy provide a framework for the setting of quality objectives. Top management should establish these objectives, leading to improvement of the organization's performance. The objectives should be capable of being measured in order to facilitate an effective and efficient review by management. The quality objectives should be communicated in such a way that people in the organization can contribute to their achievement.
Quality Objectives must be realistic and measurable. The process of attempting to achieve or achieving the objective must have a positive impact on the quality of service provided to our clients. Objectives are generally broad based so that they will have an impact across the College. Individual divisions, departments, service providers and programs should be able to identify specific objectives for their area that are based on those objectives established by the College. They should be able to look at the College's Quality Objectives and see how the service(s) they provide will influence a positive outcome.
How does Holland College set Quality Objectives?
Quality Objectives are established based on results of audit findings, the analysis of data generated by various forms of client feedback and management reviews of the quality system.
After being adopted by Management, the Quality objectives are communicated by senior management to all levels of the organization. Divisions, departments, units and individual staff are tasked with identifying methods and processes for achieving quality objectives that are applicable to them and documenting the results. Some objectives will only apply to specific areas. However, the services provided by some areas of the College may impact on the achievement of the objective by another area. Those areas should therefore address those objectives where they may have an impact. The results of activities undertaken to realize the quality objectives are documented and reviewed by College Management on an ongoing basis.
College Management annually reviews the quality objectives established the previous year with regard to their suitability, adequacy and effectiveness. Each year the quality objectives and the outcomes from the objectives are reviewed. The quality objectives may be continued for the next year, revised, or new objectives may be identified and implemented.