(1754) IMPLEMENTATION OF QUALITY MANAGEMENT SYSTEMS IN HEI: THE APPROACH OF THE POLYTECHNIC INSTITUTE OF SET?BAL (PORTUGAL)

摘要

Higher Education Institutions (HEI) have special features that matter to consider in the implementationof its Quality Management Systems (QMS). These should convey clear and broadly acceptedmessages, so they need to find the best balance between academic freedom and responsibility foraccountability. Given these characteristics, as well as the weakness of diagnostic tools, the culture ofindependence of teachers and insufficient authority and stability of the management bodies, the QMSof the Polytechnic Institute of Setúbal (IPS) was designed to be based on two fundamental pillars:profound knowledge of the variables with impact on results and evidence-based management. In otherwords, it was not based on procedures (as usual), but in information. In this sense, and assumingknown statement that “we cannot manage what we do not know”, the basic component of the QMS isa monitoring system. We applied the recommendation of Snyder et al. (2000, p.320) "Stimulating theimbalance with information", urging people to act on the basis of clear information.The work undertaken till now (last five years) is described and discussed critically. This work includes,among other activities and projects, the design of a Global Model Process, the design of theorganizational structure of IPS's Integrated Management System (SIGIPS), and the definition of theinstitutional Quality Policy. In addition, and assuming QMS as multidisciplinary fields, it has also beenstepping up the contribution of Research and Development (R&D) activities of some teachers,combined with the needs of scientific and technical support related to the implementation of thesystem itself. It is in this context that SIGIPS's central coordination unit (UNIQUA/IPS), whoseconstitution also includes a Studies and Planning Center, has been operating a set of complementarystudies in priority areas, particularly with regard to the teaching and learning process. Examples of thisare the (annual) reports of socio demographic characterization of students and the studies about theevaluation of the implementation of Bologna process in the context of the institution and about issuesof academic success/failure and dropout.The main findings are presented, namely the reduction of the administrative and burocratic work, theincrease of management support and the availability of updated and relevant information, reinforcingthe management style based on facts. The initiatives have always had technical and scientific support,gathering support and credibility to QMS.The top structure of the QMS is innovative, balancing academic knowledge and the application ofquality techniques and methods to HEI, contributing to a structure of practical research. Thequestionnaires for assessing student perceptions were discussed and it was concluded thattraditionally they are "too reactive" (applied in end of semesters), which means that other diagnosticinstruments (proactive and dynamic) are necessary. This situation has, therefore, reinforce the need touse instruments nearer to the "problem situation" in regard to the teaching learning process, whichwould contribute to more effective process improvement and could even involve the participation ofstudents or be managed by them. Finally, an adequate Information System based on the Informationand Communication Technologies is definitely an indispensable resource.