10 th ENOHE Conference Oxford 2013 The effect of student participation in quality assurance on student complaints Doris Kiendl-Wendner.

10th ENOHE ConferenceOxford 2013

The effect of student

participation in quality

assurance on student

complaints

Doris Kiendl-Wendner


Agenda

1. The „modern“ university2. Roles and expectations 3. Quality assurance procedures4. Active student participation


The „modern“ university

Commercialization

CompetitionRankings

Branding Marketing


Students as customers?

Universities as service providers?

Commercialization

CompetitionRankings

Branding Marketing


Students´ expectations

may depend on…

… perceived employability after graduation… the image of the university… tuition costs….


Managing students´

expectations- Individual development- Relationship building- Academic merits- Fair and transparent procedures


Personal Development

Guidance

Relationship Building

Mentoring


Perceived Quality of higher

education

Process orientation:

Transparency – Foreseeability – Good Governance @ universities


Quality Assurance Cycle

Objectives

Measures

Evaluation

Improvements


Student participation in

quality management- Student representatives- Individual student involvement, e.g. in quality

assurance measures (course evaluations)- Continous communication on quality

improvements

You can make a difference!


Effects

Quality Assurance Lifecycle►

Impact of students´ feedback ►

Higher level of perceived quality

Less formal complaints because

a) Students can express their concerns within the quality assurance lifecycle;

b) Students may have more trust in the university management and express their concerns informally.


Questions, Comments

welcome!

Thank you.

Doris Kiendl-Wendner

10 th ENOHE Conference Oxford 2013 The effect of student participation in quality assurance on student complaints Doris Kiendl-Wendner.

Documents

quality improvements

perceived employability

university management

university tuition costs

service providers

comments welcome