ISO 9001 and Educational Institutions (Service Provider)

B

begum

#1
I am quite relieved to read this thread on Service Providers and ISO 9001 especially "Think of the service you provide as your "product" by Steven Wright

My university is going for ISO 9001 : 2000 certification.

The scope is "Higher Education Service - Teaching and Learning". I told the management that our product can be the diplomas and degrees programmes that we offer.

There are some in the management who beleieve that the graduates are the products.

Any comments a.s.a.p please

Begum (Ms)
Malaysia
 
Elsmar Forum Sponsor
B

BadgerMan

#2
There are some in the management who beleieve that the graduates are the products.
I would consider students/graduates to be the customers. By the way, Steven Wright is a semi-famous social commentator who said:

"There's a fine line between fishing and just standing on the shore like an idiot."

My (Badgerman's) advice was:

Think of the service you provide as your "product".

I am by no means as clever as Steven Wright. :D
 
Last edited by a moderator:
C

Craig H.

#3
BadgerMan said:
I would consider students/graduates to be the customers.
I would agree, but there are others, as well, especially for publicly funded education.

First, the taxpayers. They expect the university to produce the people who will provide the intellectual horsepower to drive their economy.

Second, businesses. Exisiting concerns are likely already taxpayers, but prospective businesses are not. Having a well educated work force is an attractive attribute for an area being considered for a new facility.

Third, unfortunately, government. They control the purse strings. A college president ignores politics at their own, and their school's, peril.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#4
begum said:
There are some in the management who beleieve that the graduates are the products.
Any comments a.s.a.p please
Begum (Ms)
Malaysia
You should get yourself a copy of the ISO IWA2 Document
International Workshop Agreement 2 — Quality Management Systems — Guidelines for the application of ISO 9001:2000 on education
In there, they provide some useful hints, such as


3.1 customer [ISO 9000:2000]organization (3.3.2) or person that receives a product (3.4.2)

EXAMPLE for IWA 2 clauses: A customer can be a consumer, in education or training, generally a learner, a client or purchaser, in education or training, generally a person or body funding the learner who may also be the learner, an end-user, in education or training, generally the person or organization that benefits from the learning achieved by the learner..

3.4 educational product

product concerned with education
NOTE : An educational product generally involves the provision of a service that includes the intellectual software of information and some form of computer software or paper based hardware assisting the transfer of information and retention for continuing reference.

 
M

MikeL

#5
Students as blocks of wood?

begum said:
I am quite relieved to read this thread especially
"Think of the service you provide as your "product". by Steven Wright

My university is going for ISO 9001 : 2000 certification.
The scope is "Higher Education Service - Teaching and Learning". I told the management that our product can be the diplomas and degrees programmes that we offer.

There are some in the management who beleieve that the graduates are the products.

Any comments a.s.a.p please

Begum (Ms)
Malaysia
I have helped two schools and a unversity faculty.

It was tempting at first to think of the students as being the raw materials that you process into the final product (graduates) that you then sell to the community, business etc.

A lot of the standard (1994 version) made sense that way.

We decided after much debate to make the students our customers but also to consider our other stakeholders (family, business, community, government) as part of customer satisfaction.
 
B

begum

#6
8.3 Control of non-conforming products

Dear All


I am still with the documentation for my university. Can anyone share with me how the procedure should be written for Control of non-conforming products?

What are examples of non-conforming products for a university?

Begum (Ms) :eek:
Malaysia
 
M

MikeL

#7
Stuff-ups in all shapes and sizes

Customer complaints including stakeholder issues, internal stuff-ups, Universities do use external contractors for goods and services, they may also outsource work, hire facilties and so on.

You need a recording system for capturing information relating to a stuff-up. You need four things as a minimum:-

date of problem
description of problem
the action you took in resolving the problem
completion (date)

Everybody can raise a nonconformance but the line manager should be the one who determines the action to be taken.

Some of the stuff-ups I have seen include

course brochures incorrectly printed
timetable errors
faulty AV Equipment
rooms double booked
outside work not delivered on time
poor housekeeping
contaminated food in cafeteria
badly worded exam papers
inconsistent grading by examiners

Where there is a physical item that is faulty the procedure needs to include use of a reject tag or similar.

The procedure should include the need to train all staff in nonconformance and complaint handling, also review of nc by top management.
 
B

begum

#8
Can anyone help me with this please?

Can Clause 7.2.2 REVIEW OF REQUIREMENT RELATED TO PRODUCT ( our product being service of delivering diploma and degree programmes)be an exclusion for a university?

My university is actually a Branch Campus. Most statutory dan regulatory requirements are defined and reviewed by the Main Campus

I really need an urgent reply.

Begum Ibrahim (Ms)
Malaysia
 

Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#9
Review of Requirements - Educational institutions

NOTE: The above posts were split from thread ISO 9001 and Various Service Provider Industries because it is educational industry focused.

Also see: ISO 9000 for Education Institutions
begum said:
Can anyone help me with this please?

Can Clause 7.2.2 REVIEW OF REQUIREMENT RELATED TO PRODUCT ( our product being service of delivering diploma and degree programmes)be an exclusion for a university?

My university is actually a Branch Campus. Most statutory dan regulatory requirements are defined and reviewed by the Main Campus
7.2.1 requires 'defined Requirements' so 7.2.2 shouldn't be an issue, and there is no way I can see that 7.2.1 could be excluded. If requirements (7.2.1) are defined at the main campus, can you cite the procedure(s) / requirements at the main campus that are being passed down to your campus?
 
B

begum

#10
7.2.2 as an exclusion

Marc said:
NOTE: The above posts were split from thread ISO 9001 and Various Service Provider Industries because it is educational industry focused.

Also see: ISO 9000 for Education Institutions 7.2.1 requires 'defined Requirements' so 7.2.2 shouldn't be an issue, and there is no way I can see that 7.2.1 could be excluded. If requirements (7.2.1) are defined at the main campus, can you cite the procedure(s) / requirements at the main campus that are being passed down to your campus?
Let me see if I understand you.
Are you saying if I can "cite the procedure(s) / requirements at the main campus that are being passed down to my campus?", I can treat 7.2.2 as an exclusion?

Main campus decides on everything that should go into the curriculum e.g what goes into a Bachelor's degree programme; we just deliver it.

Begum IBrahim (Ms)
Malaysia
 
Thread starter Similar threads Forum Replies Date
B ISO 9001 In Educational Institutions ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 13
V ISO 9001 Implementation in an Educational Institution ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
S ISO/IWA 2 - Guidance for the application of ISO 9001:2000 to educational services Service Industry Specific Topics 7
chris1price Archiving of paper records - ISO 9001 7.5.3.1b Records and Data - Quality, Legal and Other Evidence 4
D Common practices in ISO 9001 deployment ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 17
Q ISO 9001-2015 Internal audit finding Internal Auditing 12
P Audit check for IT company (ISO 9001) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
Q Do these certificates of calibration meet ISO 9001 requirements for traceability to NIST? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
C Requirement to link Quality Manual to ISO 9001 clause numbers? ISO 13485:2016 - Medical Device Quality Management Systems 13
W First time being audited (ISO 9001), asking for advice ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
Q ISO 9001 - Reseller Exclusions ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
R AS9100D internal audit checklist or ISO 9001 2015 to AS9100 D AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
N ISO 9001 - Training business with fewer than 5 employees ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
J Opportunity in ISO 9001:2015 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 27
D Reports under change management | ISO 13485:2016 & ISO 9001:2015 ISO 13485:2016 - Medical Device Quality Management Systems 3
K Integrating ISO 9001:2015 with ISO 17025:2017 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
R Remote Audits for ISO 9001 (or any other standard) General Auditing Discussions 31
T Relationship between ISO 9001 and ISO – IEC BS EN 870079- 34 2020 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
S Sequence of ISO 9001:2015 Implementation Steps ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
qualprod Business Continuity Planning in ISO 9001? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
Brizilla Employee Data Privacy Policy - ISO 9001:2015 requirement(s)? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
S ISO 9001:2015 Internal Auditing Internal Auditing 8
Q Process: Knowledge Section 7.1.6 of ISO 9001:2015 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
P ISO 9001 certification with zero customers? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
A What must be recorded? (ISO 9001:2015, subclause 10.2) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
B Updated IATF 16949 - Will IATF 16949 get revised when ISO 9001:202X is released? IATF 16949 - Automotive Quality Systems Standard 4
S ISO 9001:2015 vs 21 CFR Part 211 matrix Pharmaceuticals (21 CFR Part 210, 21 CFR Part 211 and related Regulations) 0
S ISO 9001 implementation in a Gold exporting business ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
M Does the ISO 9001:2015 standard require a disaster recovery plan or emergency response plan ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 16
A Tips and Tricks to understand ISO 9001 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
M ISO 9001 Major Nonconformance Internal Audit Schedule/COVID-19 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 18
B ISO 9001 - "Remote Audit Fee" Registrars and Notified Bodies 13
John C. Abnet ISO 9001 4.4.1 "...shall determine the processes needed..." ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 72
S ISO 9001 Clause 8.2.3 - Review of the requirements for products and services in a Cafe ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
D ISO 9001 certificate issued by QMS International for 10 years - legit? Registrars and Notified Bodies 17
S Thoughts on managing ISO 9001, 13485, IATF 16949 and 17025 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 33
M ISO 9001:2015 and AS6081:2012 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
C Implementation ISO 9001: 2015 ? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
eule del ayre Documented Information - Periodic Review of Documents? IATF 16949:2016 / ISO 9001:2015 IATF 16949 - Automotive Quality Systems Standard 34
J Audit Checklist for Integrated Management System for ISO 9001:2015, ISO 14001 & OHSAS18001 (IMS) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
G National Structural Steel Specification 7th Edition - Do I now have to be audited against ISO 3843-3 as well as ISO 9001? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 1
lanley liao How to understand the clause 6 Planning of ISO 9001:2015 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
J Sister-company providing parts is only ISO 9001 registered IATF 16949 - Automotive Quality Systems Standard 7
G Copy of withdrawn ISO 9001:1994 Quality Management Standard ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
A Does ISO 9001:2015 cover all the requirements of ISO 10012:2003? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
G Logistic organization and controls - IATF/ISO 9001 audit Nonconformance and Corrective Action 2
J Scope of ISO 9001 clause 10.2 in the product life cycle ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
T ISO 9001 8.5.2. - Identification and traceability to Identify Outputs - Services ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
T ISO 9001:2015 - Small Shop ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
M ISO 9001:2015 case study sample ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2

Similar threads

Top Bottom