“KWALITEITSCULTUUR” in Europa Vlaams Bolognaproject 2008-2009 Bolognaseminarie Brussel | 3 juni...

“KWALITEITSCULTUUR”in Europa

Vlaams Bolognaproject 2008-2009

Bolognaseminarie

Brussel | 3 juni 2009

Lucien Bollaert

inhoud kwaliteitscultuur in Europa

• ontstaan van IKZ

• IKZ in EHEA (Bologna)

• Quality culture project (EUA)

• Quality culture in EQAF

• Lee Harvey & Bjǿrn Stensaker

• besluiten

ontstaan kwaliteitscultuur in Europa

• KZ/Q Control is ontstaan in industrie in de jaren ’50 • Dr. W. Edwards Deming & Dr. Joseph M.Juran met

inzichten uit jaren ‘40 naar Japan• “quality is fitness for use”, zelfcontrole en “teaching

everyone the principles of problem solving” (J.M.Juran)

• “Consumentenresearch is een continu proces waarbij het product voortdurend wordt verbeterd en veranderingen ondergaat om aan de wensen van de consument tegemoet te komen.” Deming, Elementary Principles of the Statistical Control of Quality, Nippon Kagaku Gijutsu Remmei JUSE, 1951

• Doorbraak in de jaren ‘60


• IKZ/TQC in de jaren ’70 • “Kwaliteit is de mate waarin een product en/of dienst

voldoet aan de verwachtingen of doelstellingen die alle betrokkenen daaromtrent koesteren of formuleren, en de mate waarin het product en/of dienst een ‘ongestoord’ genot biedt gedurende de normale levensduur ervan.” (J.M.Juran)

• Total = everyone & everything is involved• Management = managed process which involves

people, systems and supporting tools and techniques


• EFQM: 1991

LEIDERSCHAP

(KERN)PROCESSEN

HRM

MID-DELEN

STRA-TEGIE

PRSNLS-TEVRE-

DENHEID

KLANTN-TEVRE-

DENHEID

IMPACTMAAT-

SCHAPPIJ

RESULTATEN

VOORWAARDEN RESULTATEN

INNOVATIE


• TQM as change management to a customer-driven organisation: eind jaren ‘80

• Maar, botsend op organisatiecultuur en/of dito klimaat• Organisatiecultuur is “het systeem van door de leden

gedeelde zingeving” S.P.Robbins, Gedrag in organisaties, 1992

• “Organizational culture is defined as a set of shared values and norms held by employees that guide their interactions with peers, management, and clients” Svyantek & Bott in Comprehensive handbook of psychological assessment:

industrial and organizational assessment, 2004 • “Cultuurloosheid bestaat niet” Herman Van Den Broeck,

Lerend management, verborgen krachten van managers en organisaties,1998

• John A. Woods, The six Values of a Quality Culture, 1996

IKZ in EHEA kwaliteitscultuur in Europa

• IKZ in hoger onderwijs: (eind) jaren ‘80• van inspectie naar externe KZ (audit panels)• van externe naar interne KZ (bevragingen)• opkomst “nationale kwaliteitsagentschappen” voor

externe kwaliteitszorg in Europa: midden jaren ‘90• European Pilot Project for Evaluating Quality in Higher

Education: 1994-95: sharing & developing experiences• Recommendation of the Council 98/561/EC of 24.09.98• Bologna declaration: 1999 • European Network for Quality Assurance in Higher

Education (ENQA): 2000• European Association for Quality Assurance in Higher

Education (ENQA): 2004


• Bolognaproces (1999): “promotion of European co-operation in quality assurance with a view to developing comparable criteria and methodologies”

• Berlijn communiqué (2003): “The quality of higher education has proven to be at the heart of the setting up of a EHEA. …

• “They also stress that consistent with the principle of institutional autonomy, the primary responsibility for quality assurance in higher education lies with each institution itself and this provides the basis for real accountability of the academic system within the national quality framework. …”


• “Therefore, they agree that by 2005 national quality assurance systems should include:

· A definition of the responsibilities of the bodies and institutions involved.

· Evaluation of programmes or institutions, including internal assessment, external review, participation of students and the publication of results.

· A system of accreditation, certification or comparable procedures.

· International participation, co-operation and networking. …”


• At the European level, Ministers call upon ENQA through its members, in co-operation with the EUA, EURASHE and ESIB, to develop an agreed set of standards, procedures and guidelines on quality assurance, to explore ways of ensuring an adequate peer review system for quality assurance and/or accreditation agencies or bodies,

• and to report back through the Follow-up Group to Ministers in 2005. Due account will be taken of the expertise of other quality assurance associations and networks.”

• Bergen 2005: ESG aanvaard• London 2007: Register & EQAF

Q Culture Project kwaliteitscultuur in Europa

• Quality Culture Project van EUA: 2002-2006

• Vanuit tegenstand tegen IKZ vanuit traditionele HOI• Vanuit de vaststelling dat IKZ niet optimaal werkt indien

louter klemtoon op procedures, administratie en externe kwaliteitszorg

• Vanuit de “gewenning”, en dus neergang, van IKZ aan de externe cycli, procedures en kengetallen

• 3 ronden van 6 thematische netwerken: 2002-2003, 2004-2005, 2005-2006:

• 134 HOI, 36 landen: o.a. AKUL, AUG


“It is often the case that when speaking of quality, it is easy to revert back to such managerial concepts as quality control, quality mechanisms, quality management, etc. These concepts, however, are not neutral. They convey a technocratic and top-down approach that will backfire in academic settings. The self-perception of academics as successful professionals who are committed to excellence means that they dislike being managed.”Quality Culture in European Universities: a bottom-up approach, p. 6


“Therefore, the term ‘culture’ was chosen to convey a connotation of quality as a shared value and a collective responsibility for all members of an institution, including students and administrative staff.”

Quality culture signals the need to ensure a grass-roots acceptance, to develop a compact within the academic community through effective community building, as well as change in values, attitude and behaviour within an institution.”Quality Culture in European Universities: a bottom-up approach, p. 6


• Geen definitie van “kwaliteit”: 2 ronden discussie• Quality as fitness for purpose, compliance (zero errors),

as customer satisfaction, as excellence, as value for money, as transformation (process of changing the customer), as enhancement (process of changing the institution)

• Geen definitie van “kwaliteitscultuur”• “Quality culture refers to an organisational culture that

intends to enhance quality permanently and is characterised by two distinct elements: …”Quality Culture in European Universities: a bottom-up approach, p. 10


• A cultural/psychological element of shared values, beliefs, expectations and commitments towards quality

• A structural/managerial element with defined processes that enhance quality and aim at coordinating individual efforts

• Thus, the cultural/psychological element refers back to individual staff members while the structural/managerial refers back to the institution

• Both elements must be linked through good communication, discussion and participatory processes at institutional levelQuality Culture in European Universities: a bottom-up approach, p. 10-11


• Institutional autonomy and external accountability procedures are two factors that determine the maturity of quality culture in an institution

• Institutions characterised by a mature and successful quality culture are usually those that enjoy a high degree of autonomy

• Where external accountability procedures stress institutional responsibility and de-emphasise compliance with standards, institutional quality cultures are more mature and effectiveQuality Culture in European Universities: a bottom-up approach, p. 10-11


Quality Culture

Quality management Quality commitment

Technocratic element Cultural element

Tools and mechanisms to measure individual level:

evaluate, assure, and enhance quality personal commitment to strive

for quality

collective level:

individual attitudes add up to

culture

top-down bottom-up

facilitate

Quality Culture in European University: a bottom-up approach, p. 20

CommunicationParticipation

Trust

Q Culture EQAF kwaliteitscultuur in Europa

• 1st European Quality Assurance Forum (EQAF), München,

23 – 25 November 2006: Embedding Quality Culture in Higher Education Lucien Bollaert, Lee Harvey, et al, Embedding Quality Culture in Higher Education, EUA Case Studies 2007, p. 81-84

• 8 open discussion, no definition, characteristics:• Academic ownership of quality• Recognition of need for a “non-bureaucratic” system of

quality monitoring to ensure accountability (and compliance where required) and to facilitate improvement

• Primarily about the behaviour of stakeholders rather than the operation of a quality system


• Quality system needs to have a clear purpose, which articulates with the quality culture

• A quality culture places students at the centre• A quality culture is about partnership and co-operation,

sharing of experiences and team working• A quality culture is about supporting the individual as an

autonomous scholar but not at the expense of the learning community; there is a symbiotic relationship between individual and community

• Leadership in a quality culture is inspirational rather than dictatorial. Leadership is at all levels in the institution and does not refer to just senior managers


• A quality culture welcomes external critical evaluation from a variety of sources including formal external evaluations, external peers acting as critical friends, and internal peer review and support

• At heart a quality culture is about facilitating and encouraging reflexivity and praxis; self-reflection, developing improvement initiatives and implementing them.

• Is a QA system a prerequisite for the development of a quality culture or the other way around?

• They need to grow together in harmony!


BENEFITS OF A QUALITY CULTURE:• Increases co-operation• Gives students a voice that is heard• Provides a strong front for an institution in a competitive

higher education world• Provides a context for change• Champions innovation• Allows staff to take risks, admit failure and learn from

mistakes, IF external quality evaluations encourage improvement rather than compliance.

Lee Harvey, Overview of discussions, in Embedding … , p. 81-84

Harvey & Stensaker kwaliteitscultuur in Europa

Lee Harvey & Bjǿrn Stensaker,

Quality Culture: understandings, boundaries and linkagesEuropean Journal of Education, vol. 43, No. 4, 2008, pp. 427-442

• Short historical account of “culture”: anthropology• Culture = system of shared beliefs, values, customs,

behaviours, and artefacts, developed along three lines (civilised, artistic, way of life with subcultures)

• Cultural relativism = no absolute standards• No culture can be judged superior to another• Q culture as a part of broader organisational culture

(having or being)

Harvey & Stensaker kwaliteitscultuur in Europa

Ideal-type Quality cultures in “Cultural Theory” framework

degree of group-control STRONG WEAK

Intensity of external rules

STRONG responsive reactive

WEAK regenerative reproductive• Responsive QA: led by external demands (learning to improve from

accountability issues and compliance requirements and culturally similar good practices)

• Reactive QA: reacts to external demands (taking advantage when action is linked to reward, so driven by compliance but reluctant to accountability, because of doubts about any improvement potential resulting from evaluation, mourning the loss of trust and autonomy; QC not owned but imposed)

• Regenerative QA: focused on internal developments, aware of external expectations (coordinated, dynamic plan for improvement and reconceptualisation in a learning organisation approach and wide-spread QC)

• Reproductive QA: focused on status quo (do best along established norms, but no (re)thinking; QC is based on individual aspirations and not transparent)

besluiten kwaliteitscultuur in Europa

• Veel verwarring, geen definitie, weinig onderzoek• Wel uiterst belangrijke onderbouw• Organisatiecultuur en/of kwaliteitscultuur• Altijd cultuur, welke?• Één cultuur of verschillende (sub)culturen?• Verschil tussen perceptie/werkelijkheid en wens/beleid• Verschil tussen procedures, systematische en

operationele KZ en KC en “verhaal”• gericht naar collectief, mens of specialisatie

gericht naar systeem, innovatie of traditie gericht naar binnen of/en naar buiten

• Band tussen kwaliteitscultuur, IKZ en resultaten?

“KWALITEITSCULTUUR” in Europa Vlaams Bolognaproject 2008-2009 Bolognaseminarie Brussel | 3 juni...

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