SQT Quality Manual

SQTs Quality Manual Section 1 Section 2 Section 3 Section 4 Section 5 Section 6 Section 7 Section 8 Section 9 Section 10 Section 11 Communications
Equality Staff Recruitment and Development Access Transfer and Progression Programme Development, Delivery and Review Fair and consistent assessment of learners Protection for Learners Sub-contracting/Procurement Programme Delivery Evaluation of Programmes and Services/Quality Management System Quality Data Protection
Section 1 Communications
SQT-P1
Rev 3
Communications Policy
SQT Training is committed to facilitating effective communications with all stakeholders in our work. Our policy is to ensure that communication with tutors, administrative staff, learners, customers and external agencies is clear, accurate and timely. SQT Training believes that good communication is a two-way process that involves providing clear, accurate information and receiving constructive feedback. To this end we are committed to providing relevant information on our courses and services to all stakeholders and encouraging and capturing their feedback, which we utilise to ensure that our services consistently meet or exceed the needs and expectations of learners and other stakeholders. All key SQT records are kept for a minimum of three years.
Relevant Procedures and Work Instructions are: SOP-P1-1 - SQT Communications with Learners SOP-P1-2 - SQT Communications with staff SOP-P1-3 - SQT Communications with Stakeholders WI-002 Public Course Administration WI-005 In-House Course Administration WI-003-Communications-Marketing to Customers WI-007 Course Assessment Forms
Procedure Title: SOP-P1-1
Communication with Learners
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training ensures there are effective, relevant, accurate and timely communications with learners. Staff Involved: Course Managers and Tutors Method(s) used to carry out this procedure SQT Trainings website provides information on all available courses plus a 6 monthly course schedule with training locations, cost and detailed tutor profiles. Course Assessment Forms are completed by each delegate on completion of a course to provide feedback on course strengths and weaknesses to both Course Tutor and SQT management. Similar form completed by course tutors. Communications-Marketing to Customers (WI-003) Who does it Marketing Manager Evidence generated by this procedure Course Brochure SQT Website 6-monthly Course Training Calendar Learners Tutor Course Assessment Form Tutor Report
Marketing Manager
Monthly email and fax Advertising in print media
Course Assessment Forms (WI-007)
Managing Director Course Managers
Course Assessment forms Course Organisers Feedback form Access Database Tutor Reports Weekly KPI Report
SOP-PI-!
Page 1 of 2
Communication with Learners
Rev 2
Date: 3 Sept 2007
Public Course Administration (WI-002) and In-House Course Administration (WI-005) detailing all aspects of learner communication with SQT training at all stages of the booking and training process.
Course Manager
Enquiry mails Booking forms Records of Course confirmation.
Monitoring Monitor (Job Title) Course Managers Frequency Daily Weekly Managing Director Managing Director Tutor Weekly Weekly Per Course Monitoring Method(s) Review of booking system and enquiries Review of Course Assessment Forms and Tutor Reports Review of Course Assessment Forms and Tutor Reports Review Company KPIs (Key Performance Indicators) Review of Course Assessment Forms
SOP-PI-!
Page 2 of 2
Communication with Staff
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training ensures there are effective, relevant, accurate and timely communications with SQT Training Staff. Staff Involved: Managing Director, Tutors, Administration Staff Method(s) used to carry out this procedure Weekly Staff Meetings Who does it Administration Staff Evidence generated by this procedure Meeting Minutes Open Items Database Email confirmations to tutors will full details of course arrangements and logistics Tutor Report completed by course tutor following course delivery to provide feedback and suggestions for improvement PIN (Potential for Improvement Notice) completed for any improvements to be implemented in either the logistics, organisation or running of a particular course. It shows responsibility, action and timeframe for completion. Academic Committee Meetings Course Managers Email records Access Database Records Course Tutors Tutor Report
Administration Staff
PIN Reports
Managing Director Programme Manager Monitoring
Meeting Minutes
Monitor (Job Title) SOP-PI-2
Frequency
Monitoring Method(s) Page 1 of 2
Managing Director
Weekly
Meeting Minutes Open Items Database
Managing Director
Weekly
Review KPIs (Key Performance Indicators)
SOP-PI-2
Page 2 of 2
Communication with Stakeholders
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training ensures there are effective, relevant, accurate and timely communications with Stakeholders (Training venues, Employers of Learners, Awarding bodies etc.) in our Training Activities. Staff Involved: Administration Staff, Managing Director, Tutors Method(s) used to carry out this procedure Weekly Staff Meetings Who does it Administration Staff Evidence generated by this procedure Meeting Minutes Open Items Database Course arrangements and confirmations to hotels and other training venues as appropriate Course Programme review and discussion with Company course organisers Marketing of 6-monthly SQT Course Calendar (Ref WI 003) Communication with Awarding bodies e.g., FETAC, HETAC, IRCA, FAS, Chamber Ireland, NEBOSH, IOSH, IEMA. Website showing all SQT course offerings and details of courses delivered Course Managers Email confirmations from Access Booking system
Course Managers Tutors Marketing Manager
Course Brochures/Revised Programmes
SQT Training Calendars
Managing Director Course Managers Exam Secretary Marketing Manager
Reports/Written Correspondence
Current Website
SOP-P1-3
Page 1 of 2
Email instructions on layout and logistic requirements for Hotel Training Facilities
Course Managers
Training Facilities Specification Approved Venue Log Emails of course confirmations to hotel contacts
Communications-Marketing to Customers (WI 003) showing course offerings, dates, locations etc.
Marketing Manager
Mailshots/Fax shots
Monitoring Monitor (Job Title) Frequency Monitoring Method(s)
Managing Director / Course manager
Weekly
Review KPIs Weekly Staff Meetings Review Website Review Calendar (prior to publication)
SOP-P1-3
Page 2 of 2
Section 2 Equality
SQT-P2
Rev 3
Equality Policy
SQT Training is committed to providing equality to all learners and staff regardless of their age, gender, marital status, disability, religion, sexual orientation, race, nationality, or ethnicity. SQT Training aim to provide learners and staff with an environment free from discrimination and harassment and ensures that its policies, procedures and practices do not create any disadvantage or disincentive to any staff, learners or potential learners. SQT Training recognise that the learning environment for both staff and learners must be one that values and promotes individual differences.
Relevant Procedures and Work Instructions are: SOP-P2-1 - SQT Equality Training SOP-P2-2 - SQT Equality Planning WI-010-Staff Recruitment & Development
Equality Training
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training ensures that staff are aware of equality issues and have the capacity to promote equality and combat discrimination Staff Involved: Tutors, Administrative Staff, Managing Director Method(s) used to carry out this procedure All administrative staff and tutors are provided with a copy of the SQT Equality policy. Staff Induction Training (Ref WI 010) Information to tutors to make tutors aware of equality issues to combat discrimination and understand their role in embracing diversity Weekly Staff Meetings Who does it Managing Director Evidence generated by this procedure Equality Policy (SQTP2) Training Records Managing Director/ Marketing Manager Administrative Staff Meeting Minutes Open Items Database Weekly KPIs Monitoring Monitor (Job Title) Managing Director/Course Managers Frequency Per Course Monitoring Method(s) Feedback on Course Assessment Forms Tutor Reports Customer visits Managing Director Managing Director 6-monthly Annually Review Training Records Review Equality Policy Record of information sent
SOP-P2-1
Page 1 of 1
Equality Planning
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Trainings planning with respect to equality Staff Involved: Tutors, Administrative Staff, Managing Director Method(s) used to carry out this procedure Review of Equality legislation and determination of applicability and implications Audit of current practice with respect to equality Who does it Managing Director Evidence generated by this procedure Report of legislation review
Managing Director
Audit report and action plan
Implementation of changes
Managing Director Tutors Administration Staff Monitoring
Record of changes
Monitor (Job Title) Managing Director
Frequency Annually
Monitoring Method(s) Report of legislation review Audit report and action plan
SOP-P2-2
Page 1 of 1
Section 3 Staff Recruitment and Development
SQT-P3
Rev 3
Staff Recruitment and Development Policy
SQT Training will pursue employment policies and practices that will promote equality of opportunity. In addition, SQT Training will ensure that personnel practices, covering such areas as recruitment and selection, training and development, terms and conditions of employment of full-time and part-time staff, reflect the principles of our Equality and other policies. Selection for employment, promotion, training or any other benefit will be based solely on aptitude and ability. The aim of this policy is to help all staff to develop their full potential so the talents and resources of SQT Training can be fully utilised to maximise the efficiency of our organisation and the services we provide to our customers.
Relevant Procedures and Work Instructions are: SOP-P3-1 - SQT Staff Recruitment and Allocation SOP-P3-2 - SQT Staff Induction SOP-P3-3 - SQT Staff Development SOP-P3-4 - SQT Organisation WI-010-Staff Recruitment & Development
Staff Recruitment and Allocation
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training recruits, allocates and monitors new members to their team. Staff Involved: Managing Director, Programme Managers/Tutors, Administrative Staff Method(s) used to carry out this procedure Website (Vacancies section) Selection of Programme Managers/Tutors Who does it Marketing Manager Managing Director Programme Managers Evidence generated by this procedure Current Website Details of Academic Qualifications/CV Meeting minutes References Tutor Business Agreements Course Tutors Competency Criteria to ensure trainers are selected for their academic, training and practical hands-on experience relevant to their field of training. Selection of Administration Staff Managing Director Programme Delivery Minimum criteria for SQT course tutors Course Assessment Forms Managing Director Job Advertisements Job Descriptions Applicant CV Database Shortlists of Applicants Interview Records Monitoring
SOP-P3-1
Page 1 of 2
Staff Recruitment and Allocation
Rev 2
Date: 3 Sept 2007
Monitor (Job Title) Managing Director Managing Director
Frequency Per Course Every 6 months
Monitoring Method(s) Review Course Assessment Forms per tutor (Target KPI of 4) Review Meeting with Programme Managers
SOP-P3-1
Page 2 of 2
Staff Induction
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training provides induction training Staff Involved: Administration Staff, Programme Managers, Tutors, Managing Director Method(s) used to carry out this procedure Meetings/Induction Pack for all new Programme Managers/Tutors Induction training for all new Administration staff Monitoring Monitor (Job Title) Managing Director Frequency Weekly Monitoring Method(s) KPI performance Who does it Competent Staff Evidence generated by this procedure Minutes meetings Training Records
SOP-P3-2
Page 1 of 1
Staff Development
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training ensures that our staff training, development and support needs are identified and are addressed. Staff Involved: Administration Staff, Tutors, Managing Director Method(s) used to carry out this procedure Review of training, development and support needs Who does it Managing Director Evidence generated by this procedure Review meetings to discuss course ratings/feedback and specific areas for their further training and development Training Plan Training budget Consultancy Attendance on training Courses Tutors All Various Data Updated Tutor CVs Training Records Monitoring Monitor (Job Title) Managing Director Frequency 6 monthly Monitoring Method(s) Review meetings with Tutors/Administration Staff
SOP-P3-3
Page 1 of 1
SQT Organisation
Rev 5
Date: 25 Nov 08
SQT Governing Body
Tutors
Academic Committee
Examination Board
SQT Administration
SQT Governing Body Lily Collison MA, MSc Siobhan Cunningham ND Electronics
SQT Organisation
Rev 5
Date: 25 Nov 08
SQT Academic Committee There are ten SQT Academic Committees. The Academic Committees report to the SQT Governing Body. In each case, the Academic Committee consists of the relevant Programme Manager and SQT Director. The current Programme Managers are as follows:
Subject Area Six Sigma / Lean Continual Process Improvement Project Management Quality / Health & Safety / Environment / Management Systems / Energy Management Occupational Health Leadership & Personal Development Skills Food Safety / Nutrition Laboratory Healthcare 1 Healthcare 2 Programme Manager John Ryan Albert Plant Liam Dillon Gerry Higgins Gloria Grace Janet Grene Denis Kiely Liam O'hAlmhain Mary Rose O'Mahony John Lafferty
Role of the Academic Committee The Academic Committee is responsible for all aspects of the academic integrity of all programmes/courses. A number of formal meetings of the committee are held to ensure compliance with SQT and relevant external procedures. For the approval of new programmes, the Academic Committee for that subject area meets each time there is a proposal to ensure that it is designed and approved in accordance with SOP-P5-2. For the ongoing monitoring of programmes, the Academic Committee for HETAC accredited courses meets twice per year to conduct the biannual review in accordance with SOP-P5-1. For other courses, the Academic Committee meet at an appropriate frequency.
SQT Examination Board HETAC accredited courses The SQT Exam Board consists of: - SQT Director - SQT Examination Secretary - Relevant Programme Manager - Relevant External Examiner SQT Examination Board FETAC accredited courses
SQT Organisation
Rev 5
Date: 25 Nov 08
The SQT Exam Board (Results Approval Board) consists of: - SQT Director - SQT Examination Secretary
Role of SQT Examination Board: - Ensure the fair and consistent assessment of learners
Role of External Examiner: - Moderate assessment process to ensure fair and consistent assessment of learners - Evaluate effectiveness of assessment of learners to ensure compliance with awarding bodys standards - Issue annual external examiners report
SQT Organisation
Rev 5
Date: 25 Nov 08
SQT Administration
SQT Administration Staff
Eilish Cummins Course / Systems Manager
Aishling Kelly Course/Marketing Manager
Lisa Keating Course Manager
Sinead Clinton Course Manager
Kim Feehan Accounts Administrator / Course Manager
Frances Killeen Course Materials Manager
Margie Sheehan Course Materials
Ann Griffin Course Materials
Mgt. System Development Process Efficiency
In-House Sales / Admin Public Courses Sales/ Admin
Public Courses Sales/ Admin In-House Sales / Admin
Public Courses Sales/ Admin
Accounts Payable Accounts Receivable
Course Manual Prep Course Training Kits
IT System Administration, Server, Network, Telephone
Marketing Administration (Mailshots, Faxshots, Calendar)
Marketing Administration (Mailshots, Faxshots)
In-House Sales / Admin
Quickbooks Administration
Master Library Maintenance
Photocopier Maintenance
Website / Access Maintenance
Database Administration
Tutor Reporting Course Quality Metrics
Procurement Admin Suppliers/Pricing Neg
Outside Agency Exam Secretary Co -ordinator
Website / Access Maintenance
Searches/Key words/ speed Website Development
Section 4 Access Transfer and Progression
SQT-P4
Rev 3
Access, Transfer and Progression Policy
SQT Training aim to ensure that all potential learners can avail of fair and transparent entry arrangements to all courses. This will be achieved by providing learners with accurate and reliable information that will enable them to plan their learning on the basis of clear understanding of information such as the awards available, the objectives of the courses, the main subject matters covered and timescales involved.
As a provider of Special Purpose/Minor FETAC/HETAC Awards, at present SQT Training does not grant credits for recognition of prior learning. We are committed to meeting FETAC/HETAC requirements in this regard.
Relevant Procedures and Work Instructions are: SOP-P4-1 - SQT Information Provision SOP-P4-2 - SQT Learner Entry Arrangement WI-003-Communications-Marketing to Customers WI-024-Review of Course Applications
Information Provision
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training ensures that learners have sufficient information on courses, assessment methods and associated services to allow them to make informed choices Staff Involved: SQT Administration Staff, Programme Manager, Tutors, Managing Director Method(s) used to carry out this procedure Course Brochures These give an overview of the course, the main learning objectives of the course and a description of the types of learners e.g. job function, prior knowledge/experience etc. who should consider attending. These also identify any certificates or professional qualifications that will be achieved by attending the course. Discussion with delegates at course booking stage on course content and assessment methods Introduction to course by tutor at course commencement 6-monthly calendar (dates, locations, durations, costs) Website Administration Staff Who does it Administration Staff Evidence generated by this procedure Course Description Course Objectives Who should attend? Assessment Methodology
Course Tutor Marketing Manager Marketing Manager Calendar records (obsolete and current) Current website (www.sqt.ie)
SOP-P4-1
Page 1 of 2
Monitoring Monitor (Job Title) Managing Director / Programme Manager Frequency 6 monthly Monitoring Method(s) Review of course brochures prior to publication and issuing of training calendars
SOP-P4-1
Page 2 of 2
Learner Entry Arrangements
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training ensures that learner entry requirements are clearly identified and communicated to prospective delegates and these arrangements are fair and transparent. Staff Involved: Administration Staff, Programme Managers and Managing Director Method(s) used to carry out this procedure Course Brochures These give an overview of the course, the main learning objectives of the course and a description of the types of learners e.g. job function, prior knowledge/experience etc. and who should consider attending. Training proposals also identify any maximum course delegate numbers. 6-monthly calendar (dates, locations, durations, costs) Website Marketing Manager Marketing Manager Monitoring Monitor (Job Title) Managing Director/ Programme Managers Frequency 6 monthly Monitoring Method(s) Review of course brochures prior to issuing new Training calendar Calendar records (obsolete and current) Current website (www.sqt.ie) Who does it Administration Staff Evidence generated by this procedure Course Description Course Objectives Assessment Methodology Who should attend?
SOP-P4-2
Page 1 of 1
Section 5 Programme Development, Delivery and Review
SQT- P5
Rev 3
Programme Development, Delivery and Review Policy SQT Training aim to ensure that the courses they offer are developed, delivered and reviewed consistently, professionally and safely. SQT Training believe that programme development and delivery should focus on a number of critical criteria, namely; Identification of learner needs i.e. knowledge, skills and behaviour to be disseminated. Development of effective evaluation methods to assess learning achieved. Determination of learning methodologies that facilitate the learning process. Generation of learning materials of the highest quality. Delivery of programmes in a relevant, competent and consistent manner in a safe environment. To this end, SQT Training has developed detailed guidelines and procedures that detail the processes required when developing, delivering and reviewing approved programmes. SQT Training pay particular attention to the feedback of our learners, staff and tutors as a method of identifying opportunities to continually improve the quality and effectiveness of the courses and services we deliver.
Relevant Procedures and Work Instructions are: SOP-P5-1 Ongoing Monitoring of Programmes (Programme Review) SOP-P5-2 Programme Development SOP-P5-3 Programme Delivery and Maintenance of Learner Records WI-002 Public Course Administration WI-005 In-House Course Administration WI-006 Management of Course Materials WI-007 Course Assessment Forms
Ongoing Monitoring of Programmes (Programme Review)
Rev 2
Date: 26 Nov 2008
1.0
PURPOSE To outline the process to be applied for ongoing formal monitoring of SQT training courses.
2.0
DEFINITIONS Programme Review The process whereby SQT reflects on its courses to ensure their continued relevance
3.0
PROCEDURE
3.1
Ongoing monitoring of Programmes is carried out in two ways: Weekly Programme Review Biannual Programme Review for HETAC accredited courses. At appropriate frequency for all other courses
3.2
The Weekly Programme Review is conducted to monitor the performance of each individual course immediately following delivery. The Course Assessment Forms (completed by the Learners on the course), are reviewed by the Tutor, the Course Manager and the SQT Director. The Tutor report is reviewed by the Course Manager and the SQT Director. The feedback from these reviews are actioned and changes made to course materials/delivery where appropriate. Quality course ratings are inputted into weekly KPIs which are reviewed at weekly meetings.
3.3
The Biannual Programme Review is conducted by the Academic Committee after the January to June and July to December delivery periods (and at other times as deemed necessary). The Academic Committee shall review SQTs training and development portfolio to ensure its current offerings continue to be relevant to learners and match the need of the markets and sectors it serves. This review shall include that courses remain current and valid in the light of developing knowledge in the discipline and practice of its application.
Ongoing Monitoring of Programmes (Programme Review)
Rev 2
Date: 26 Nov 2008
3.4
Inputs to Biannual Programme Review include : Feedback from awarding bodies ( eg IRCA, NEBOSH, IOSH, FETAC, HETAC, IEMA, ILM) Tutor reports Course Assessment Forms (completed by Learners) KPIs (Key Performance Indices, completed weekly) PINs (Potential for Improvement Notices) Assessment Pass Rates Review of course brochure Verbal/written communications from companies who book learners onto training courses Feedback from SQT Tutors and Course Managers Review of new developments in training delivery Research into programmes offered by other providers
3.4
Outputs from Biannual Programme Review include: No change to existing course. A hard copy of the course brochure will be signed by the Managing Director and Programme Manager as evidence of the course brochure having been reviewed and no change required. Plans for changes to existing courses. (Plans for changes will be submitted to awarding bodies as required) Plans for design of new courses. (Ref SOP-P5-2)
Programme Development
Rev 4
Date: 15 Jan 08
1.0
Purpose To outline the process for Programme Development within SQT Training. Programme Development is carried out in two phases:
Design, development and approval of Course Specification (For HETAC approved
courses, the Programme Submission Document is the course specification. For other SQT courses, the course brochure is the course specification.)
Design, development and approval of Course Materials
2.0
Definitions Academic Committee SQT Managing Director and Programme Manager in that subject area
Course Manager
The individual assigned with the administrative responsibility for a course
Programme Manager
The individual assigned with the academic responsibility for a group of courses. (This person may also be the tutor and the subject matter expert)
Course Material
This includes Delegate manuals; Tutor Manuals; Powerpoint slides; Case study (where applicable); Assessment (where applicable); Standards (where applicable); Handouts. etc.
Master Course Register
A master list of courses. This shows SQTs current portfolio of courses. It is maintained on SQTs access database
Programme Submission Document
The Document describing a course in detail submitted to HETAC for course approval
Course Brochure
Course specification including background, course objectives, who should attend, course programme, course tutor and course times
Rev 4
Date: 14 Jan 08
Course File
File
containing
course
specification;
design
and
development review meeting minutes; course approval letters etc.
3.0
Design, Development and Approval of Course Specification
The following flowchart provides an overview of the process for the design, development and approval of new or revised course specifications.
Rev 4
Date: 14 Jan 08
Design, Development and Approval of Course Specification
Responsibility
Process Idea
Record
Academic Committee
Market Demand/ Demand for Change(s)
Communication from Outside Body / Customer
Systems Manager
Open Course File
Course File
Programme Manager
Create Course Design Specification
Make Amendments
Course Design Specification
No Academic Committee Approved ? Specification Sign Off
Yes Correspondence from External Body
Academic Committee
External Approval Required ?
Yes Submit to External Body No No Approved ? Correspondence from External Body
Managing Director
Make Amendments
Yes
Add to Master Course Register
Rev 4
Date: 14 Jan 08
3.1
Ideas for the development of new courses come from Customers, Course Tutors, Programme Manager, SQT Director or Course Manager. They often result from the ongoing monitoring of courses (SOP P5-1).
3.2
Each proposal is evaluated by the Academic Committee for the course to see if it satisfies the following criteria: Relevance of course to SQTs mission statement and strategic plans Alignment with National Framework of Qualifications Accreditation body requirements Relevance of the course to the Irish, European and International labour markets Learner demand for course Implications of providing new courses including human resources, IT requirements, financial implications, physical and support facilities Relationship of proposed course to be developed with other courses offered by SQT. The outcome of this deliberation can be to approve the development of a new course.
3.3
When the decision has been taken to develop a new course, a course file shall be opened under the Systems Manager, and shall be updated as design and development progresses.
3.4
The Programme Manager shall create a course specification.
3.5
(a) A design review meeting shall be held by the Academic Committee to approve all newly developed course specifications. Minutes shall be maintained to record all actions identified and agreed. (b) If a course specification is not approved, the Programme Manager is responsible for making any necessary amendments and the revised course specification is resubmitted to the Academic Committee. The course file shall be updated accordingly.
Rev 4
Date: 14 Jan 08
3.6
For courses requiring external accreditation (e.g., IRCA, NEBOSH, IOSH, IEMA, ILM, FETAC, HETAC), the Managing Director is responsible for ensuring that all accreditation requirements of the external body are met.
3.7
Design, Development and Approval of Course Materials
The following flowchart provides an overview of the process for the design, development and approval of course materials.
Design, Development and Approval of Course Materials

Course Material
Programme Manager / Tutor
Develop Course Material
Programme Manager
Approved ?
No
Review Minutes Make Amendments
Yes
Tutor
1st Course Delivery(Pilot)
Course Assessment Forms & Tutor Report
Academic Committee
Course Management Review
Academic Committee
Approved
No
Review Minutes Make Amendments

Course Master Register
Yes
Academic Committee
Course Approved
Course File
Managing Director
All ongoing requirements of external body, (e.g., HETAC, FETAC etc.) met.
e.g. Self Evaluation Report, External Evaluation Report
Rev 4
Date: 14 Jan 08
3.8
The Programme Manager shall develop the relevant course material working with other subject matter experts where appropriate. Where tutors other than the Programme Manager will be involved in course delivery, they should be involved where practical in the course development. All new course material shall be consistent with the layout and style of existing material and should be electronically backed-up at regular intervals during course development. Development of course material shall include consideration of mode of delivery and pedagogy relevant to the course (skills and knowledge required in the science and principles of education and training). Development of course material shall include planning of assessment to ensure that the course meets its intended learning outcomes. Refer to procedure SOP-P6-1 Fair and Consistent Assessment of Learners.
3.9
In all cases, the Programme Manager is responsible for briefing Tutor(s) prior to delivery. Tutor(s) shall be responsible for making appropriate notes, in the Tutor Report, during the first course delivery for inclusion in the course management review. Learner Course Assessment Forms shall be maintained and subject to a rigorous review.
3.10
The Programme Manager shall convene a Course Management Review following the first delivery of a new course. The purpose of the review shall not be limited to reviewing the performance of the course, Learner Course Assessment Forms, and tutor feedback but shall include a rigorous review of delegate and tutor manuals. Minutes of such reviews shall be maintained and stored in the course file.
3.13
Any actions arising from a Course Management Review shall be implemented by the Programme Manager.
ADVERTISING
4.1
The use of any copyrighted marks for advertising is agreed in advance with the relevant agency/body.
Rev 4
Date: 14 Jan 08
4.2
Any promotion, advertising of approved courses is agreed in advance between SQT and the relevant awarding body (eg IRCA, NEBOSH, IOSH, FETAC, HETAC, IEMA, ILM).
Programme Delivery and Maintenance of Learner Records
Rev 4
Date: 1 Oct 2008
1.0
PURPOSE This procedure describes the process for delivery of SQT courses and maintenance of learner records. DEFINITIONS N/A
3.0
4.0
PROCEDURE
4.1 Course Planning 4.1.1 The Managing Director/Marketing Manager shall develop a 6-monthly training calendar with Programme Managers in approximately March for the forthcoming July to December calendar and October for the forthcoming January to June calendar. 4.1.2 The Course Manager shall confirm all public course dates with tutors via a course confirmation sheet which the relevant tutor signs. The Course Manager is responsible for booking of training facilities (hotels) for public courses. 4.1.3 The Marketing Manager is responsible for the production and distribution of the training calendar and course brochures. The most up-to-date copy of each course brochure is available on the website. 4.1.4 The Course Managers are responsible for managing the booking process with customers for both public and in-house courses. 4.1.5 For public courses, tutors may need to contact a prospective delegate to discuss specific technical elements of a course, in advance of a delegate making a booking, 4.1.6 For all in-house courses, the Tutor must contact the client company at least two weeks in advance of the course to discuss and confirm the course content. For courses with on-site practical work e.g. Internal Audit, the tutor must also obtain relevant documentation, procedures, etc 4.1.7 All course material should be submitted to SQT at latest 10 working days to course delivery. Materials should be submitted as follows; 1. MANUAL Each manual will show a revision level. This revision level will be referenced on the Contents Page of the manual (ideally as a footer at the bottom of the page)
Programme Delivery & Maintenance of Learner Records
Rev 4
Date: 1 Oct 2008
2. TABLE OF CONTENTS PAGE Each manual should have a table of contents page - this contents page should contain the "manual revision" as the footer. The course table of contents contains the course title, plus a list of all course material, notes and slides. The following headings are ideally required for the Contents Section No Section Title Reference No (if relevant) Rev No No of Pages 3. SECTIONS IN THE MANUAL Each Section within the manual is to reflect the Contents Page - it should contain; a) Title of the Section on page 1. Each page of the section should contain a "footer" with the following information; b) Reference - this can be an abbreviation of the section title or a unique number b) Rev Level of section -again a unique number or date, which will change as amendments to the section are carried out c) Page numbers as follows. This format would be best. (Word Documents : 1 of 66, 2 of 66 etc), (PowerPoint Documents : 1 of 66, 2 of 66 etc Slide No's) 4. LAYOUT OF TEXT/SLIDE FOR EACH SECTION If using Word Documents - maintain a 3 cm Margin on the Left Hand side of the page to facilitate the punching process If using PowerPoint Documents - Ideally Print with 2 slides to a page or 1 Slides with Notes sections below. If printing One slide to a page, please ensure it has a 3 cm border from the edge to be punched to avoid infringement on the slide text.
4.1.8 The Material Manager maintains a master copy of course material containing the most up-to-date revision and old versions are made obsolete. 4.1.9 The Materials Manager is responsible for supplying copies of all relevant course material including manuals, course assessment forms,
Rev 4
Date: 1 Oct 2008
smile cards, writing instruments, etc. direct to the training course location/venue. 4.1.10 The Materials Manager is responsible for providing the tutor with a copy of the course notes for his/her own use during the course. 4.1.11 If a course contains pre-course material, it is the responsibility of the Course Manager to forward it to all confirmed delegates in a timely manner, in advance of course commencement. 4.1.12 All course material is to be produced to a consistently high quality standard and presented in SQT presentation folders. 4.1.13 The Tutor is responsible for double-checking and ensuring that the correct issue and revision of the relevant powerpoint slides are on the laptop, and a backup copy is available. The Tutor is responsible for ensuring that all presentation equipment needed is available and working. 4.1.14 If a decision is taken by the Course Manager not to proceed with a public course (mainly as a result of insufficient delegate numbers), delegates are contacted and offered a transfer to a similar course on another date or course fees are refunded. 4.1.15 Where reasonable, learners will be accommodated and facilitated to undertake courses with SQT without prejudice. 4.1.16 Special requirements should be flagged to SQT prior to a learner booking a place on an SQT Training programme so that all efforts will be made to fully accommodate any special needs and conditions in a co-ordinated and planned way. 4.1.17 SQT Training will accommodate non-English speaking learners where this is reasonable. Translators are welcome once a request is made prior to booking a place on a course and once the translator is approved by SQT Training. 4.1.18 Where there is a demand for our courses to be delivered in a foreign language (non-English), SQT Training will endeavour to provide this through the use of approved translators.
Rev 4
Date: 1 Oct 2008
4.2
Training Facilities & Resources (incl Health & Safety)
4.2.1 The Course Manager is responsible for selecting course venues which must satisfy SQTs training and development requirements. Only venues which satisfy this specification shall be approved and used 4.2.2 Public Training locations are required to provide adequate facilities and equipment to ensure the health and safety of both SQT tutors and learners and any non-adherences to this rule should be recorded on the Course Tutor Report so that immediate corrective action can be implemented. SQTs Safety Statement ( SQT P10) and Incident & Accident Reporting and Investigation procedures (SOP-P10-1) apply to all SQT specified training locations. 4.2.3 All public training locations must facilitate full and easy access to all learners regardless of physical disability. 4.2.4 For in-house courses, the Course Manager will work closely with the client organisation to ensure that the training venue specifications are met. Responsibility for ensuring these requirements are delivered lies with the client organisation. 4.2.5 All SQT public training facilities are set up as per Training Facilities Specification S-001 unless otherwise specified by Course Tutor. The set-up is designed to maximise learner involvement in the training process and tutor interaction with delegates. 4.3 Course Delivery
4.3.1 At the start of each course the Tutor must cover health and safety precautions to be followed during the course, point out fire exits, etc. 4.3.2 Each delegate who attends a course receives a delegate manual which includes a copy of the slides/notes used throughout the course. Handouts may be provided and retained by delegates. 4.3.3 All course assessment must be carried out per SOP-P6-1 (Fair & Consistent Assessment of Learners).
Rev 4
Date: 1 Oct 2008
4.4 Learner Records 4.4.1 Delegates must complete a Course Assessment Form on completion of the course. The tutor collects the completed forms and returns them to the Course Manager for analysis and review. 4.4.2 At each public course the Tutor must mark the delegates attendance list to indicate all delegates present. On in-house courses an attendance list must be passed around and the tutor should confirm that all those in attendance have their names accurately recorded. A database of attendees on both public and in-house courses is maintained by course title and date in SQT Training. 4.4.3 All delegates are issued with an SQT Certificate of Attendance. Records of all certificates issued by SQT Training shall be maintained. 4.4.4 Any data required by any outside body for production of awards, funding of courses, statistical analyses etc (eg FAS, FETAC, Chambers Business School) must be collected. The Exam Secretary or Course Manager is responsible for informing the tutor of same. 4.5 Course Performance
4.5.1 The tutor report affords the tutor with the opportunity to reflect on and review the effectiveness of his/her work and seek improvement. From the course assessment forms any specific delegate comments which could improve course performance should be included in the Tutor report and used as an input to subsequent course reviews. 4.5.2 From the Learner Course Assessment Forms, the Course Manager analyses and prepares a score for each course delivered. 4.5.3 On In-House training courses, feedback from the course organiser is sought by telephone first and failing that by email. (The course organiser may/may not have actually attended the course). 4.5.4 The Course Manager shall bring to the Managing Directors immediate attention any adverse course performance gleaned from any of the sources above. The PIN system shall be used for corrective action. 4.5.5 If a course does not achieve the desired minimum rating of 4.0 then a discussion will take place between the course manager and the tutor and a PIN raised (Performance Improvement Notice). In certain circumstances, at the discretion of course manager/tutor and subject to no adverse comments being received on the course assessment forms,
Rev 4
Date: 1 Oct 2008
a PIN will be deemed to be unnecessary, notwithstanding the fact that the overall score was less than 4.0. 4.5.6 The details of any enquiries re courses received directly by tutors shall be given to the Course Manger for processing 4.5.7 When visiting a client company, where possible, the Tutor is to ascertain the correct contact person for the following functions; training, environment, quality, and health and safety and complete the Information Sheet. This information is used to ensure the customer contact details are kept up to date on the SQT Training database.
Section 6 Fair and consistent assessment of learners
SQT- P6
Rev 4
Fair and Consistent Assessment of Learners Policy SQT Trainings policy is that all learners should receive fair and consistent assessment of their achievement of the learning objectives defined for our programmes. SQT Training has developed guidelines and procedures describing in detail the approach to be taken when assessing learners on approved programmes. Learners will be made aware of the methods of assessment and their responsibilities for achieving and demonstrating the achievement of the required knowledge and skills.
Special circumstances of students will be taken into consideration and our procedure will detail guidelines for approaches and acceptable facilitation of special needs. Evidence of assessment will be maintained where appropriate to allow verification and validation of the assessment process by both internal and external agencies and for review in the case of appeal by learners.
External Examiners and External Authenticators will be appointed in accordance with SOPP6-1. They will moderate for all HETAC and FETAC courses respectively.
Relevant Procedures and Work Instructions are: SOP-P6-1 - SQT Fair and Consistent Assessment of Learners SOP-P5-3 - SQT Programme Delivery & Maintenance of Learner Records WI-023-Fair and Consistent Assessment of Learners on HETAC accredited courses WI-025-Fair and Consistent Assessment of Learners on FETAC accredited courses
Fair and Consistent Assessment of Learners
Rev 4
Date: 3 Feb 2009
Purpose: The purpose of this procedure is to ensure that fair and consistent assessment of learners is provided for on SQT Training programmes. Staff Involved: Administration Staff, Programme Manager, Tutors, Examination Secretary, External examiners (HETAC) Method(s) used to carry out this procedure SQT manage exams/awards by a number of awarding bodies. The exact requirements of each awarding body will be followed to ensure that the assessment process for each awarding body is managed effectively and efficiently. 6.1 Coordinated Planning of Assessment Assessments are planned at programme design stage to ensure that they reflect the course content, delivery and the needs of learners. Detailed Work Instructions covers HETAC accredited courses (WI-023) and FETAC accredited courses (WI-025) Programme Manager Managing Director Examination Secretary Who does it Examination Secretary Managing Director Evidence generated by this procedure Course Design, Development and Review Meeting minutes Assessment Records
SOP-P6-1
Page 1 of 7

6.2 Information to Learners
Rev 4
Date: 3 Feb 2009
Tutors Course Managers Examination Secretary
Course Brochures SQT Website Training programme slides/manuals
Detailed information for assessment of learners is available: In the course brochure On the SQT website www.sqt.ie and During the delivery of the training courses.
SOP-P6-1
Page 2 of 7
Rev 4
Date: 3 Feb 2009
6.3 Security of Assessment Related Processes and Material All assessment masters are securely stored in SQT Training under the specific Course file and with the course tutor. Learners do not have access to assessment modules prior to the assessment. The SQT tutor or SQT administrator directly supervises all assessments either during course or after course completion as appropriate. Learner assessment material is sent by registered post or it is directly hand transmitted by the tutor to the SQT office and vice versa Records of assessment for each delegate are maintained securely in hard copy files under course name and number. Results of assessments are maintained electronically and backed up onto removable media for storage. Assessment records, whether electronic or paper are maintained for 3 years.
Tutors Examination Secretary
Assessment masters Project/Assignment receipt record Course Assessment Records & Storage SQT Access Records and Back-up data
SOP-P6-1
Page 3 of 7

6.4 Reasonable Accommodation
Rev 4
Date: 3 Feb 2009
Tutors Course Managers Exam Secretary
SQT Website Training of staff on SQT Equality Policy Management meeting minutes.
Where reasonable, learners will be accommodated and facilitated to undertake assessment without prejudice. Special requirements should be flagged to SQT prior to a learner booking a place on an SQT Training programme so that all efforts will be made to fully accommodate any special needs and conditions in a co-ordinated and planned way. Details on reasonable accommodation are available on SQT website 6.5 Consistency of Marking between Assessors SQT will endeavour to ensure that assessors are marking learner assessments in a consistent fashion. For example on a random audit basis, a tutor not directly involved in the course assessment process, will independently review assessment results to ensure the consistency of marking of paper based assessments. This audit e.g., will evaluate if the assessment is following the model answers and marking schemes for that specific course. This role is also fulfilled by the External Examiner on HETAC courses and External Authenticator on FETAC courses 6.6 Assessment performed by Third Parties At present assessments are not carried out by 3 parties employed by SQT Training.
rd
Tutors External Examiner (HETAC) External Authenticator (FETAC)
Records of Assessment audit by non-course tutor Reports of External Examiner/External Authenticator
Managing Director
N/A
SOP-P6-1
Page 4 of 7

6.7 Internal Verification
Rev 4
Date: 3 Feb 2009
Internal Verification Report Reports of External Examiner/External Authenticator
6.8 External Authentication / External Examiner SQT operate all FETAC assessments per FETAC guidelines. Refer to WI-025 SQT operate all HETAC assessments per HETAC guidelines. Refer to WI-023 6.9 Feedback to Learners Learners are given timely feedback on their performance directly by tutors during course delivery. Learners are given timely feedback on results of their assessment by SQT Exam Secretary. Refer to WI-025/WI-023 6.10 Learner Appeals The Learner appeals process is documented on the SQT website for FETAC and HETAC assessment processes. The Learner appeals process is documented on the NEBOSH website for the NEBOSH assessment process. Tutors Exam Secretary Course Managers External Examiner (HETAC) External Authenticator (FETAC) Tutors Exam Secretary
Statement of results
Records of appeal by Learner Records of decision taken
SOP-P6-1
Page 5 of 7

6.11 Results Approval
Rev 4
Date: 3 Feb 2009
Exam Secretary Managing Director
Results records
All approved results will be submitted to FETAC and HETAC by the Exam Secretary per FETAC and HETAC guidelines and WI023 and WI-025 6.12 Corrective Action Any non-conformance identified during the assessment process will be recorded on a PIN form (Potential for Improvement). This will identify the course/programme, the date, the details of nonconformance. SQT staff will meet to review the non-conformance to determine its validity, root cause and potential impact. Based on this meeting a corrective action will be agreed to initiate immediate response and action required to prevent recurrence of the cause. FETAC/HETAC will be notified as required of any identified nonconformance and the agreed corrective actions
Tutors Course Managers Exam Secretary Managing Director
PIN forms Minutes of Corrective Action meeting Record of notification to awarding body (where appropriate)
SOP-P6-1
Page 6 of 7
Rev 4
Date: 3 Feb 2009
Monitoring Monitor (Job Title) Tutors Course Managers Exam Secretary Managing Director External Authenticator (FETAC) External examiner (HETAC) Frequency Every six months Monitoring Method(s) Course Review Meetings Review of Records Training Records Review of Internal Audit Reports Minutes exam board meetings External Authenticator report External examiners annual report
SOP-P6-1
Page 7 of 7
Work Instruction Title: WI-023
Title : Fair and Consistent Assessment of Learners on HETAC accredited courses
Rev 4
Date: 12 Aug 2008
Purpose: This work instruction covers requirements for HETAC accredited courses over and above requirements specified in SOP-P6-1. 1.0 SCOPE This work instruction describes the process for assessment of learners on HETAC accredited Courses
2.0
REFERENCES / ATTACHMENTS N/A
3.0
DEFINITIONS N/A
4.0
RESPONSIBILITY The Examinations Board is responsible for the fair and consistent assessment of Learners on HETAC accredited courses. The examinations board will operate per HETAC guidelines.
5.1 Assessment of Project Proposal and Written Project Report One Lecturer assesses the Project Proposal and Written Project Report. Internal calibration is carried out between Lecturers by Programme Manager to ensure there is fair and consistent assessment of Learners. 5.2 Assessment of Oral Presentation (Black Belt Level 8 and Black Belt Service & Transaction Level 8) A Project Presentation day is organised by SQT Training. The Formal Oral Presentation is made by the Learner to an audience drawn from: Class peers Project Champion from the Learners own organisation SQT Managing Director, and Programme Lecturer Marks are allocated by SQT/ASST personnel based on the quality of the Learners presentation demonstrating their use and understanding of Six Sigma Methodology and Tools and their ability to handle questions from the audience. If the audience do
Page 1 of 5
Rev 4
Date: 12 Aug 2008
not have questions, the Programme Lecturer will ask questions of the Learner. Again internal calibration is carried out by Programme Manager to ensure there is fair and consistent assessment of Learners. 5.3 All course Lecturers will meet with the Programme Manager at 6 monthly frequency to ensure that there is fair and consistent assessment of Learners. The purpose of this meeting is to ensure that there is: Common understanding of the marking scheme The reliable application of the marking scheme. This meeting will be chaired by the Programme Manager 5.4 Lecturers will submit the results for course assessments in advance of the Examination Board meeting 5.5 An Examinations Board meeting will be held in the SQT offices twice per year. The attendees at the Examination Board meeting will include: SQT Director (Chairman) SQT Examinations Secretary Programme Manager Course Lecturers External Examiner The External Examiner will be invited to attend both meetings. Attendance at one examination Board meeting per year will be expected. 5.6 The Examination Board will consider all the examination results to: Ensure the fair and consistent assessment of Learners (including but not limited to: consistency of marking between lecturer, consistency of marking between courses, consistency of standards with Course Levels) Consistency of marking with National Standards as applicable Role of External Examiner: - Moderate assessment process to ensure fair and consistent assessment of learners - Evaluate effectiveness of assessment of learners to ensure compliance with awarding bodys standards - Issue annual external examiners report, and - Any other duties or responsibilities set down by HETAC 5.7 A learner may appeal their result, if they fail. In the event of an appeal, a
Page 2 of 5
Rev 4
Date: 12 Aug 2008
different Lecturer will blind mark the project report. The first and second marks are compared by the Programme Manager and a decision is made. If the original mark stands, the learner will be afforded the opportunity to do further work on their project, within the time constraints of the course. A pass will be awarded either through the original mark being upgraded or the satisfactory resubmission of their project. This mark will be ratified at the next exam board meeting.
Page 3 of 5
Rev 4
Date: 12 Aug 2008
Flow Chart HETAC Assessment Process 1 Assessment Tutors conduct assessments precisely per Programme Submission Document 2 Submitting entries to HETAC. (Learner registration) At least 6 weeks prior to the examinations, (before end October for 15th December exam Board meeting), Examination secretary submits to HETAC: The Learner Registration Declaration Form A detailed Fee Breakdown Full fee payment by cheque 3 HETAC uploads learner files to HETAC database and issues broadsheet in advance of the exam board meeting date Agenda for Exam Board meeting sent to Martina Collins All examination materials for learners are collated by end of Oct in ASST Internal Verification completed by ASST - Verify that all assessment procedures have been applied - Check all exam marks - Completed Boxes transferred to SQT SQT enter results on broadsheet, which is presented at exam board meeting Exam Board meeting is held per HETAC Examination Board Meeting Guidelines. External examiner (and possibly HETAC representative for initial exam board meeting) will be present SQT send broadsheet to HETAC. Provisional results may be communicated to Learners.
4 5 6
7 8
10 HETAC uploads broadsheet files to database and issues Result lists to SQT to confirm that data transfer is accurate. Approved results may be communicated to Learners 11 HETAC issues Parchments. SQT 100% check each on receipt. 12 Conferring
Page 4 of 5
Rev 4
Date: 12 Aug 2008
Reference documents: Letter Martina Collins to Lily Collison dated 15th May 2008 HETAC Awards Office Administration Procedures Examination Board Meeting Guidelines HETAC Examinations Marks and Standards 2001 Requirements and guidelines for the Order of Conferring, Academic Dress and Testimonial Documentation
Page 5 of 5
Fair and Consistent Assessment of Leaners on FETAC accredited courses
Version: 2
Date: 5 Sept 08
Purpose: This work instruction describes the process of achieving certification for learners who attend FETAC courses. 1.0 SCOPE This work instruction describes the process for administering FETAC learner assessment evidence through to requesting FETAC Certification.
2.0
REFERENCES / ATTACHMENTS - N/A
3.0
DEFINITIONS Assessor / Tutor are interchangeable
4.0
RESPONSIBILITY The Exam Secretary is responsible for ensuring this work instruction is effectively and efficiently implemented.
5.0
WORK INSTRUCTION
SQT Assessment Process Overview: 5 Key Stages 1. Assessment establish and implement assessment policies, processes and procedures devise assessment instruments, marking schemes and assessment criteria assess and judge learner evidence record outcome
Page 1 of 5
Version: 2
Date: 5 Sept 08
2.
Authentication Process a) Internal verification - verify that all assessment procedures have been applied - monitor the outcome of the Assessment Process i.e. the assessment results on a sample basis b) External authentication - assign an external authenticator per award based on broad award/field of learning expertise - external authenticator to moderate assessment results by sampling learner evidence according to the providers own sampling strategy
3.
Results Approval establish a Results Approval Panel approve and sign-off assessment results make results available to learners
4.
Appeals Process establish an Appeals Process allow a minimum of 14 days for learners to lodge an appeal of the assessment process or result process all appeals
5.
Request for Certification submit all learner results to FETAC when doing so, flag results under appeal
5.1
Assessment Process
5.1.1 The tutor implements SQT assessment guidelines for FETAC programmes in line with FETAC Assessment Guidelines for Tutors S-018.
Page 2 of 5
Version: 2
Date: 5 Sept 08
5.2 Authentication (Internal Verification) 5.1.1 The Internal Verification process involves two key elements: A) The Internal verifier (SQTs Exam Secretary) checks that the assessment procedures have been applied across the range of assessment activities B) confirms assessment results by checking learner evidence exists and marks and grades are recorded accurately. Cross check Delegate Name, Date of Birth PPS Nos Total Marks on Individual Candidate Marking Sheet(s) vs Assignments. Total Individual Candidate Mark Sheet vs Summary Sheet C) Complete delegate details under Global/ FETAC / FETAC Assessment Results - mmm-yy.xls. Delegate work is then stored in individual coloured wallets (to distinguish course from course) until assessment time. 5.1.2 Internal Verification is carried out in line with FETACs Guidelines for Internal Verifiers by the Exam Secretary. 5.1.3 At the end of this process an Internal Verification Report is completed. This Report should be made available to a) External Authenticator b) Results Approval Panel and c) FETAC Monitor, whenever visit is conducted 5.1.4 Preparation of work for External Authenticator a) Create a Roll Class for each course (year and No). Attendee records are kept in date order, so the number each class sequentially starting with the oldest date. b) Once an authenticator has been employed, create labels for Roll Class Boxes using FETAC/ Docs Needed at Assessment Time/ External Authenticator Checklist - Master Doc c) Create labels which contain, Roll Class, Surname, First Name from
Page 3 of 5
Version: 2
Date: 5 Sept 08
Global/ FETAC / FETAC Assessment Results - mmm-yy.xls for coloured wallets. Add a separate label which has Module Title & Code (Labels under FETAC/ Docs Needed at Assessment Time) d) Box the coloured wallets into their relevant boxes. Using the External Authenticator Checklist check off the the rest of the information required e.g. FETAC Module Descriptor, Assignment / Exam Brief, Marking Scheme, etc. Wallets should laid out in alphabetical order by surname for easy reference. 5.2 Authentication (External Authenticator) 5.2.1 Ann external authenticator will be employed. Their purpose will be to; A) Moderate assessment results B) Ensure fair and consistent assessment of learners consistent with providers procedures and FETAC requirements C) Sample learner evidence D) Produce an external authentication report and sign-off on results 5.3.2 In the event that an external authenticator has concerns regarding the results, he/she will outline their concerns and identifying the irregularities found on their report. SQT will then take appropriate corrective action. 5.4 Results Approval Panel (Exam Board Meeting) 5.4.1 The panel which includes the managing director, tutor (where possible) and the exam secretary will a) meet as required to review and approve assessment results b) review reports of the internal verification and external authentication process c) agree to the submission of final results to FETAC to request certification d) identify any issues arising in relation to the results and make recommendations for corrective action. 5.5 Processing Appeals 5.5.1 Refer to SQT Website Appeals: the assessment process, if they perceive any irregularities/inequality in implementation the assessment results (Only approved results can be formally appealed) 5.6 Requesting Certification 5.6.1 Final approved results are submitted to FETAC via the Candidate web entry
Page 4 of 5
Version: 2
Date: 5 Sept 08
system www.fetac.net See FETAC Folder at Exam Secretaries desk for instructions and passwords etc. 5.6.2 Follow on screen instructions for entering Learner information i.e. name, PPSN etc 5.6.3 FETAC will issue certificates to all learners 5.6.4 Following notification of the outcome of the providers appeals process, a new certificate will be reissued if required
RECORDS Title FETAC Assessments Folder FETAC Assessment Box(es) FETAC HETAC Assignment Report.xls Internal Verification Report F-027 External Authentication Report F-028 Results Approval Process Report F-029
Description Records of learners who have submitted evidence for assessment held in Filing Cabinet Assessment to be submitted to tutor until after the deadline. In place at Exam Secretaries Desk Report to record status of evidence being assessed by Tutor Report used to record quality checks made by the Internal Verifier Report used to record quality checks made by the External Authenticator Report used to approve results before submitting the to FETAC for certification
Retention period (Where applicable) Indefinite
Indefinite
Indefinite
Indefinite
Indefinite
Indefinite
Page 5 of 5
Section 7 Protection for Learners
SQT- P7
Rev 3
Protection for Learners Policy
SQT Training is committed to completing courses once they have commenced. In its 18 years of operation to date, SQT Training has never failed to complete a course once it had commenced. SQT Training is committed to ensuring that Learners are protected by offering a credit or a full refund of fees to companies who book learners on courses in the event of cancellation/cessation of a course. Relevant Procedures and Work Instructions are: SOP-P7-1 - SQT Cessation of Programme WI-002-Public Course Administration
Cessation of Programme (Protection for Learners)
Rev 2
Date: 3 Sept 2007
Purpose: This procedure describes how SQT Training ensures learners are protected in the event of cancellation/cessation of a programme. Staff Involved: Administration Staff, Managing Director Method(s) used to carry out this procedure The main cancellation which occurs on public courses occurs prior to Learner commencement on the course due to low numbers booking on the course. WI-002 Public Course Administration covers the procedure to be followed in the event of the cancellation of a public course. Delegates are offered a credit or full refund of fees paid, whichever is their choice. Should a tutor be forced to exit a course during delivery, we will endeavour to replace the tutor immediately or complete the course at the nearest available date. Monitoring Monitor (Job Title) Managing Director Frequency 6 monthly Monitoring Method(s) Review of cancelled courses Who does it Course Manager Evidence generated by this procedure Cancelled Course checklist. Email and receipt.
SOP-P7-!
Page 1 of 1
Section 8 Sub-contracting / Procurement Programme Delivery
SQT- P8
Rev 2
Sub-contracting/Procuring Programme Delivery Policy SQT Training is committed to ensuring that all our programmes are delivered consistently and within the framework of our various policies and procedures. When SQT engage a second provider to provide an approved programme we will ensure that they are; Competent in the subject matter of the programme and competent to deliver the programme. Aware of our policies and procedures and their responsibilities under these. Have agreed (via contract/written agreement) to follow our approaches and requirements defined and detailed within our Quality System. Are aware of all requirements for reporting and recording evidence of compliance with our policies and procedures. Are reviewed and monitored appropriately to ensure compliance.
At present SQT Training do not sub-contract the delivery of any programme so detailed procedures supporting this policy have not been developed at this time.
Section 9 Evaluation of Programmes and Services/Quality Management System
SQT- P9
Rev 3
Evaluation of Programmes and Services/Quality Management System Policy SQT Training is committed to ongoing periodic evaluation of its training programmes and services and auditing of its quality management system to; Identify opportunities for improvement. Assess the effectiveness of our Policies and Procedures in achieving a consistent and high quality service in line with our business goals and objectives. Ensure we are meeting commitments and requirements of our business, customers, external agencies and staff. Evaluations/Audits will be carried out by individuals who are; Competent in the activity of evaluation/audit Independent of the activity to allow for objectivity and impartiality. Professional and systematic in their approach. Evaluations/audits will be scheduled and carried out at an appropriate frequency.
Relevant Procedures and Work Instructions are: SOP-P9-1 - SQT Evaluation of Programmes and Services SOP-P9-2 - SQT Evaluation of Quality Management System WI-004-System Auditing, Preventive, Corrective Action & Customer Complaints
Evaluation of Programmes and Services
Rev 2
Date: 4 Sept 2007
Purpose: This procedure describes how SQT Training evaluates its training programmes and additional support services. Staff Involved: Tutors, Administration Staff, Managing Director, External Evaluators, Learners, Graduates of courses Method(s) used to carry out this procedure Formal evaluations of the provision of courses and related services will be carried out to ensure: - Quality improvements are made to courses - Courses remain relevant to learner needs Self Evaluation The internal phase of evaluation will be a Self Evaluation. The Self Evaluation Checklist will be used to evaluate the effectiveness of the courses and the supporting systems in place. A Self Evaluation Report will be written based on the findings of the Self Evaluation. Self Evaluation will be carried out at frequencies specified by FETAC/HETAC. The Self Evaluation Report will be forwarded to FETAC/HETAC as required. Learner Involvement in programme evaluation will be facilitated via the review of completed Course Assessment forms as well as specific interviews of previous learners. Administration Staff Tutors Managing Director Learners Graduates Self Evaluation Checklist Self Evaluation Report Course Assessment forms and records of past Learner interviews Communications with companies Who does it Evidence generated by this procedure
SOP-P9-1
Page 1 of 3
Procedure Title: SOP-P9-1 External Evaluation
Rev 2
Date: 4 Sept 2007
An External evaluation will be carried out after the Self Evaluation. Selection of External Evaluators SQT will choose people familiar with the courses who can bring support, recognition and positive suggestions for improvement. The External Evaluators selected will be people who have no personal, professional, academic or business interest with SQT that could conflict with their role as External Evaluator. The roles and responsibilities of the external evaluator are to ensure that the courses meet national and international standards and are in line with the National Framework of Qualifications. Managing Director Profiles of chosen External Evaluators
The external evaluators shall review the Self Evaluation External Evaluators Reports and conduct their own evaluations. The external evaluation shall culminate in an External Evaluation Report. SQT can comment on the final draft of the External Evaluation Report before it is formally submitted to SQT for consideration and action. SQT shall forward a copy of the final External Evaluation Report to HETAC/FETAC. SQT will implement any recommendations from HETAC/FETAC A Programme Improvement Plan resulting from the Programme Evaluation Reports will be drawn up highlighting the areas for improvement to be addressed. The Plan will identify the priorities for action and detail how, when and by whom they will be addressed. SOP-P9-1 Managing Director Administration Staff Tutors
External Evaluation Report
Programme Improvement Plan
Page 2 of 3
Rev 2
Date: 4 Sept 2007
Monitor (Job Title) Managing Director
Frequency On completion
Monitoring Method(s) Review and take action arising from: Programme Self Evaluation Report Programme External Evaluation Report Programme Improvement Plans Recommendations from HETAC/FETAC
SOP-P9-1
Page 3 of 3
Procedure Title: SOPP9-2
Evaluation of Quality Management System
Rev 3
Date: 15 Jan 2008
1.0
Purpose:
This procedure describes how SQT Training evaluates its quality management system and quality assurance procedures. 2.0 Staff Involved:
SQT Governing Body, Managing Director, System Manager, Internal Auditors 3.0 3.1 PROCEDURE Internal Audit of procedures 1. Determine the level of compliance to SQT Policies, Procedures and Work Instructions 2. Determine the level of compliance to awarding body requirements including IRCA, NEBOSH, IOSH, IEMA, FETAC, HETAC, FAS 3. Evaluate the effectiveness of those procedures The Managing Director and System Manager produce an Annual Internal Audit Schedule. Internal auditors must have completed an auditor training course. They are selected by the Managing Director on the basis of their auditing skills and personal suitability. Audits and audit reports are completed in compliance with Work Instruction WI-004 Auditing findings are discussed at staff meetings. 3.2 Annual Management Review of Quality Management System
Internal audits are conducted by the managing director and internal auditors to
Once per year, the Governing Body of SQT will review its quality management system to ensure its continuing suitability, adequacy and effectiveness. This review shall include assessing opportunities for improvement and the need for changes to the quality management system, including the quality policy and quality objectives. The output from this review is the Management Review Minutes detailing the actions that have been decided. 3.3 Periodic External Review of Quality Management System
As required, SQT will have its quality system evaluated by an awarding body e.g., IRCA, FETAC, HETAC.
SOP-P9-1 Page 1 of 1
System Auditing, Preventive, Corrective Action & Customer Complaints
Rev 4
Date: 15/1/08
Purpose: This work instruction describes the process for System Auditing, Potential for Improvement, Preventive and Corrective action and dealing with Customer Complaints within our quality management system. 1.0 DEFINITIONS - N/A
2.0
RESPONSIBILITY The Systems Manager is accountable for ensuring this work instruction is effectively and efficiently implemented.
3.0 3.1
WORK INSTRUCTION Systems Auditing SQT audits its Policies, Procedures and Work Instructions on an annual basis Audits are carried out by people who are: Formally trained in auditing Independent of the activity being audited At the beginning of the year, an audit plan is drawn up of the areas to be audited.
3.1.1 A Procedure/work instruction is selected 3.1.2 Draw up an audit checklist of records to be checked for compliance against the procedure / work instruction 3.1.3 Make records of observations, answers to questions etc on the Audit Check List. 3.1.4 After the audit, summarise the findings on the Audit Plan. 3.1.5 Feedback the findings of the audit to that area including suggestions for further improvement and make the relevant changes (if required). 3.1.6 Close out Audit by completing the details on the Audit Plan. Date and Sign. 3.1.7 If there are major discrepancies between the document and actual, complete a PIN Form. This form records the proposed action required, who is
WI 004 Page 1 of 3
Rev 4
Date: 15/1/08
responsible for implementing the change, how the change is recorded within the operation and the timeframe in which the change should be implemented. The form must be approved by the Company Director. 3.1.8 Follow Up a month later to confirm that any changes identified are now working.
3.2 Review of Procedure for Process Improvement 3.2.1 After the audit, review the existing procedure with the process owner to remove non value add actions or include new actions. 3.2.2 Review all forms, record templates and specifications relevant to the procedure for continuing relevancy and updating as necessary 3.2.3 Update the procedure and change the relevant Rev nos, date etc. and update the R-012 - Master List of SQT Documents.xls 3.2.4 Notify other process owners of the change
3.3 Potential for Improvement (PIN) 3.3.1 This is the process used within SQT for structured approach to problem solving; identify a problem clearly, work out cause and then corrective action. Corrective actions are also followed up to ensure they are effective. The PIN form F-015 is used to record all the steps. The PIN is a 4 step process: 1 Details of Non-Conformance 2 Immediate Follow-up action 3 Corrective Action 4 Corrective Action Follow Up and Close Out 3.3.2 All PINs raised must be recorded in KPIs (WI-011) and followed up at weekly meetings until closed out. A copy of each PIN must be stored in the PIN file.
3.4 Preventive Action 3.4.1 Preventive action is action which may be taken to prevent a problem arising. An example would be a downward trend in a measure. Preventive action may be taken before and to prevent the measure going outside specification e.g., if there is a negative trend observed in KPIs. The PIN (Potential for improvement) system is used to record all actions.
WI 004 Page 2 of 3
Rev 4
Date: 15/1/08
3.5 Corrective Action 3.5.1 When a problem is identified from any source e.g., Tutor report, Course Assessment Forms, the PIN (Potential for improvement) system is used to record all actions taken as above. 3.6 Customer Complaints 3.6.1 If we receive a customer complaint, record the details under Standard Documents/Customer Complaints File and again complete a PIN Form to record actions taken.
WI 004
Page 3 of 3
Section 11 Quality
SQT- P11
Rev 2
Quality Policy
SQT Training Quality Policy (Mission Statement) SQT Training Ltd. develops and delivers training courses which meet the needs of our learners. We are committed to quality throughout our operation. Our policy of excellence will be achieved through: - Selection of and continual vetting of course tutors - Continual assessment of training courses delivered - Active listening, communicating and interfacing with our customers - Reviewing Key Performance Indicators - Providing the resources to meet the requirements of awarding bodies which accredit courses Lily Collison Managing Director
Section 12 Data Protection
SQT-P12
Rev 1
Data Protection Policy
Information obtained by SQT becomes part of the data held by SQT for the purposes of training course administration in accordance with Data Protection Acts 1988 and 2003. This information will remain confidential to SQT and in all cases will be carefully controlled and restricted to the minimum necessary for the purpose. Relevant Procedures and Work Instructions are: SOP-P1-1 - SQT Communications with Learners WI-003-Communications-Marketing to Customers WI-007 Course Assessment Forms

SQT Quality Manual

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SQTs Quality Manual Section 1 Section 2 Section 3 Section 4 Section 5 Section 6 Section 7 Section 8 Section 9 Section 10 Section 11 Communications

Procedure Title: SOP-P1-1

Communication with Learners

Date: 3 Sept 2007

Monthly email and fax Advertising in print media

Course Assessment Forms (WI-007)

Managing Director Course Managers

Procedure Title: SOP-P1-1

Communication with Learners

Date: 3 Sept 2007

Enquiry mails Booking forms Records of Course confirmation.

Procedure Title: SOP-P1-2

Communication with Staff

Date: 3 Sept 2007

Managing Director Programme Manager Monitoring

Monitor (Job Title) SOP-PI-2

Monitoring Method(s) Page 1 of 2

Meeting Minutes Open Items Database

Review KPIs (Key Performance Indicators)

Procedure Title: SOP-P1-3

Communication with Stakeholders

Date: 3 Sept 2007

Course Managers Tutors Marketing Manager

Course Brochures/Revised Programmes

SQT Training Calendars

Managing Director Course Managers Exam Secretary Marketing Manager

Monitoring Monitor (Job Title) Frequency Monitoring Method(s)

Managing Director / Course manager

Procedure Title: SOP-P2-1

Date: 3 Sept 2007

Procedure Title: SOP-P2-2

Date: 3 Sept 2007

Audit report and action plan

Managing Director Tutors Administration Staff Monitoring

Monitor (Job Title) Managing Director

Section 3 Staff Recruitment and Development

Staff Recruitment and Development Policy

Procedure Title: SOP-P3-1

Staff Recruitment and Allocation

Date: 3 Sept 2007

Procedure Title: SOP-P3-1

Staff Recruitment and Allocation

Date: 3 Sept 2007

Monitor (Job Title) Managing Director Managing Director

Frequency Per Course Every 6 months

Procedure Title: SOP-P3-2

Date: 3 Sept 2007

Procedure Title: SOP-P3-3

Date: 3 Sept 2007

Procedure Title: SOP-P3-4

SQT Governing Body

Procedure Title: SOP-P3-4

Procedure Title: SOP-P3-4

Procedure Title: SOP-P3-4

SQT Administration Staff

Eilish Cummins Course / Systems Manager

Aishling Kelly Course/Marketing Manager

Lisa Keating Course Manager

Sinead Clinton Course Manager

Kim Feehan Accounts Administrator / Course Manager

Frances Killeen Course Materials Manager

Margie Sheehan Course Materials

Ann Griffin Course Materials