(1262)EXPLORING THE APPLICATION OF CUSTOMER SATISFACTIONAND QUALITY STANDARDS IN UNIVERSITY TEACHING

摘要

Maintaining high levels of quality and customer satisfaction is a significant challenge by manyorganizations, including universities, today. This paper proposes the application of ISO 10001 andISO 10002, the respective international standards focused on Customer satisfaction codes of conductand Customer complaint handling (ISO 1001;;ISO 1002) with the objective to establish, apply andmonitor these codes for student satisfaction and quality assurance at a course level as well as to"setup and use a simple system for handling unsolicited student feedback and improving coursedelivery based upon it in order to increase students active participation and satisfaction with thecourse" (Karapetrovic and Doucette, 2009).Customer satisfaction standards from the ISO 10000 series can be easily applied in teaching, as theycan be targeted on different “customers”, for example, students, course instructors, teachingassistants, support staff, accreditation bodies, professional associations and industry. Moreover, theyare usable at various levels of educational delivery, from individual lectures and labs, through coursesto programs and beyond (Karapetrovic and Doucette, 2009). For instance, ISO 10001 can be used toestablish codes of conduct by professors aiming to guarantee aspects of their teaching, such as thedelivery of prompt responses to student questions, on-time delivery of grades, compliance of coursecomponents with the established criteria or sufficient skills of course graduates to the industry(Karapetrovic and Doucette, 2009). In the same line, ISO 10002 can be used to implement a systemfor handling feedback from the students and analyzing such feedback to improve teaching.In this paper we propose a model for implementing the two standards in university courses and wepresent how teachers can apply ISO 10001 and ISO 10002 in teaching.This template will assist you in formatting your paper. Please, copy it on your computer and insert thetext keeping the format and styles indicated. The various components of your paper (title, A^,keywords, sections, text, etc.) are already defined on the style sheet, as illustrated by the portionsgiven in this document. [Arial, 10-point, justified alignment]