Quality management systems - Guidelines for the application of ISO 9001:2000 in education

International Workshop Agreement IWA 2:2003 provides guidelines for the application of ISO 9001:2000 in educational organizations providing educational products. These guidelines do not add to, change or modify the requirements of ISO 9001:2000, and are not intended for use in contracts for compliance assessments or for certification. Each clause of ISO 9001:2000 is included before the corresponding text of IWA 2:2003. The whole text of ISO 9004:2000 is also included to provide a complete vision of the continual performance improvement of organizations.

Systèmes de management de la qualité -- Lignes directrices pour l'application de l'ISO 9001:2000 dans l'éducation

Sistemi vodenja kakovosti – Smernice za uporabo standarda ISO 9001:2000 v izobraževanju

Ta dogovor mednarodne delavnice (IWA) podaja smernice za uporabo standarda ISO 9001:2000 v izobraževalnih organizacijah, ki zagotavljajo izobraževalne proizvode. Te smernice zahtevam standarda ISO 9001:2000 ničesar ne dodajajo, niti jih ne spreminjajo in niso namenjene uporabi v pogodbah za ugotavljanje skladnosti ali certificiranje. Posamezna točka standarda ISO 9001:2000 se v okvirju iz polne črte pojavlja pred ustreznim besedilom IWA. Celotno besedilo standarda ISO 9004:2000 pa je vključeno v okvirju iz črtkane črte in omogoča popoln pregled nad nenehnim izboljševanjem delovanja organizacij.

General Information

Status
Replaced
Publication Date
05-Nov-2003
Withdrawal Date
05-Nov-2003
Current Stage
6060 - International Standard published
Start Date
21-Jul-2003
Completion Date
06-Nov-2003

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International Workshop
Agreement
IWA 2
Quality management systems —
Guidelines for the application of
ISO 9001:2000 in education
* * * *
Based on ISO 9001:2000,
Second edition, 2000-12-15
Quality management systems —
Requirements
ISO 2003
All rights reserved
Reference number
IWA 2:2003(E) Corrected 2004-03-01
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IWA 2:2003(E)
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ISO 2003

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ii © ISO 2003 — All rights reserved
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Quality Management Systems — Guidelines for the IWA 2:2003(E)
application of ISO 9001:2000 in education
Contents

Foreword............................................................................................................................................................iv

Supplement.........................................................................................................................................................v

Introduction ........................................................................................................................................................ 1

0.1 General......................................................................................................................................................... 1

0.2 Process approach in educational organizations..................................................................................... 3

1 Scope for educational organizations........................................................................................................ 5

3 Terms and definitions in educational organizations............................................................................... 7

4 Quality management system ..................................................................................................................... 8

4.1 General requirements in the educational organization .......................................................................... 8

4.2 Documentation requirements.................................................................................................................. 11

5 Management responsibility ..................................................................................................................... 14

5.1 Management commitment in the educational organization ................................................................. 14

5.2 Customer focus in the educational organization .................................................................................. 17

5.3 Quality policy in the educational organization ...................................................................................... 19

5.4 Planning..................................................................................................................................................... 20

5.5 Responsibility, authority and communication....................................................................................... 22

5.6 Management review in the education sector ......................................................................................... 25

6 Resource management ............................................................................................................................ 28

6.1 Provision of resources in the educational organization....................................................................... 28

6.2 Human resources in the educational organization ............................................................................... 29

6.3 Infrastructure in the educational organization ...................................................................................... 32

6.4 Work environment in the educational organization .............................................................................. 34

7 Product realization.................................................................................................................................... 36

7.1 Planning of product realization in the educational organization......................................................... 36

7.2 Customer-related processes ................................................................................................................... 40

7.3 Design and development ......................................................................................................................... 42

7.4 Purchasing ................................................................................................................................................ 49

7.5 Production and service provision........................................................................................................... 51

7.6 Control of monitoring and measuring devices in the educational organization ............................... 56

8 Measurement, analysis and improvement ............................................................................................. 57

8.1 General guidance in the educational organizations ............................................................................. 57

8.2 Monitoring and measurement ................................................................................................................. 59

8.3 Control of nonconforming products in the educational organization ................................................ 66

8.4 Analysis of data in the educational organization .................................................................................. 68

8.5 Improvement ............................................................................................................................................. 70

Annexes

A Guidelines for self-assessment............................................................................................................... 75

B Process for continual improvement ....................................................................................................... 82

Bibliography ..................................................................................................................................................... 83

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IWA 2:2003(E) Quality Management Systems — Guidelines for the
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Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies

(ISO member bodies). ISO's technical work is normally carried out through ISO technical committees in which

each ISO member body has the right to be represented. International organizations, governmental and non-

governmental, in liaison with ISO, also take part in the work.

In order to respond to urgent market requirements, ISO has also introduced the possibility of preparing

documents through a workshop mechanism, external to its normal committee processes. These documents

are published by ISO as International Workshop Agreements. Proposals to hold such workshops may come

from any source and are subject to approval by the ISO Technical Management Board which also designates

an ISO member body to assist the proposer in the organization of the workshop. International Workshop

Agreements are approved by consensus amongst the individual participants in such workshops. Although it is

permissible that competing International Workshop Agreements exist on the same subject, an International

Workshop Agreement shall not conflict with an existing ISO or IEC standard.

An International Workshop Agreement is reviewed after three years, under the responsibility of the member

body designated by the Technical Management Board, in order to decide whether it will be confirmed for a

further three years, transferred to an ISO technical body for revision, or withdrawn. If the International

Workshop Agreement is confirmed, it is reviewed again after a further three years, at which time it must be

either revised by the relevant ISO technical body or withdrawn.

Attention is drawn to the possibility that some of the elements of this International Workshop Agreement may

be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights.

International Workshop Agreement IWA 2 was approved at a workshop held in Acapulco, Mexico, in October

2002, and hosted by the General Bureau of Standards (DGN), with the support and cooperation of the

organizations in charge of coordinating the Mirror Subcommittee for Quality Management Systems within the

Mexican ISO Committee, the Mexican Institute for Standardization and Certification (IMNC) and the National

Committee for Standardization on Quality Management Systems (COTENNSISCAL). The meeting was

facilitated by the Latin-American Institute for Quality (INLAC).

The text which is in italics and not boxed represents the text approved at the workshop. For the benefit of the

user, the ISO 9001 requirements are included in boxed text before the comparable clause in this International

Workshop Agreement. Information marked “NOTE” is for guidance in understanding or clarification.

The text of ISO 9004 is also provided to allow those users who wish to move beyond the requirements of

ISO 9001 to enhance the efficiency of their quality management system in pursuit of continual improvement of

performance. The ISO 9004 text is in dashed boxes following the comparable clause.

This corrected version of IWA 2:2003 incorporates a second page to the Supplement, which was omitted by

mistake.
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Quality Management Systems — Guidelines for the IWA 2:2003(E)
application of ISO 9001:2000 in education
Supplement

This proposal was prepared in Mexico during the workshop held in Acapulco, and was created under the

leadership of the National Committee for Standardization on Quality Management Systems

(COTENNSISCAL) with the participation of the following organizations:
ASECAD de México
Centro de Investigación y Desarrolo de la Formación para el Trabajo (CIDFORT)
Colegio de Calidad Empresarial, S.C.
Consultoría Profesional en Sistemas de Calidad
CAAP
CSC
Grupo Raloy
Instituto de Ciencias, Humanidades y Technologías de Guanajuato (ICYTEG)
Instituto Latinoamericano para la Calidad (INLAC)
Instituto Mexicano de Normalización y Certificación (IMNC)
Instituto Politécnico Nacional (IPN)
 Centro de Estudios Científicos y Tecnológicos No. 7 “Cuauhtémoc”
 Centro de Investigación e Innovación Tecnológica
 División de Metrología, Normas y Calidad Industrial
 Unidad Profesional Interdisciplinaria de Biotecnología
Instituto Tecnológico de Oaxaca
Instituto Tecnológico y de Estudios Superiores de Monterrey (ITESM)
Qualitec Internacional, S.A. de C.V.
Secretaría de Educación Pública (SEP)

 Coordinación de Asesores de la Subsecretaría de Educación Superior e Investigación Científica

 Coordinación General de Universidades Tecnológicas

 Unidad Administradora del Proyecto para la Modernización de la Educación Técnica y la Capacitación

Sindicato Nacional de Trabajadores de la Educación
Tecno-Ingeniería Computacional, S.A. de C.V.
Universidad Nacional Autónoma de México, UNAM
 Facultad de Ingeniería
Universidad de Colima
Universidad Tecnológica de Tula Tepeji
Universidad Tecnológica Fidel Velázquez

Delegates and observers from the following countries and organizations participated during the workshop held

in Acapulco.
Delegates:
Argentina, Instituto Argentino de Normalización (IRAM)
Australia, Standards Australia International (SAI)
Brazil, Petrobras and DS
Canada, Canadian Center for Management Development
Colombia, Instituto Colombiano de Normalización Técnica y Calidad (ICONTEC)
Denmark, TQM I/S
Germany, DIN
México, COTENNSISCAL, IPN, SEP, INLAC and ITESM
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IWA 2:2003(E) Quality Management Systems — Guidelines for the
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Spain, AENOR
Sweden, RFK AB
United Kingdom, British Standards Institution
United States, DPA Training and INFORM
Venezuela, FONDONORMA
Observers:
Centro de Investigación y Desarrollo de la Formación para el Trabajo (CIDFORT)
Colegio Nacional de Educación Profesional Técnica (CONALEP)
Det Norske Veritas
Instituto Argentino de Normalización (IRAM)
Instituto Chapultepec
Instituto de Ciencias, Humanidades y Tecnologías de Guanajuato (ICYTEG)
Instituto Latinoamericano para la Calidad (INLAC)
Instituto Politécnico Nacional
 ESIME Azcapotzalco
INTERPRO Consultores
Secretaría de Educación del Estado de Tabasco
Secretaría de Educación Pública
 Coordinación General de Universidades Tecnológicas
 Dirección General de Centros de Formación para el Trabajo
 Dirección General de Educación Tecnológica Agropecuaria
 Dirección General de Educación Tecnológica Industrial

 Unidad Administradora del Proyecto para la Modernización de la Educación Técnica y la Capacitación

Colegio de Posgraduados
TESCAP
Universidad ETAC
Universidad Nacional Autónoma de México
 Facultad de Ingeniería
Universidad Tecnológica de Aguascalientes
Universidad Tecnológica de Tula Tepeji
Universidad Tecnológica de Tecámac
Universidad Tecnológica de Torreón
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Quality Management Systems — Guidelines for the IWA 2:2003(E)
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Quality management systems — Guidelines for the application
of ISO 9001:2000 in education
Introduction
ISO 9001:2000, Quality management systems — Requirements
0.1 General

The objective of this International Workshop Agreement is to provide guidelines to assist organizations that

provide educational products to implement an effective quality management system that meets the

requirements of ISO 9001:2000.

NOTE 1 The text of ISO 9004:2000 is provided without comment for those educational organizations that wish to go

beyond meeting the requirements of ISO 9001:2000 to enhance the efficiency of their quality management system. It is

well known that the cost of implementing an efficient and effective quality management system is a single cost whereas

the consequent benefits continue indefinitely. Educational organizations are encouraged to have a good understanding of

the ISO 9004:2000 guidelines and the eight quality management system principles when implementing the quality

management system that suits their needs.

NOTE 2 To ensure that the overall cost of implementation is properly rewarded by the success of organization-wide

continual gain, the implementation should be planned and carried out as a project or programme of projects depending on

the size and individual circumstances of the educational organization.

The following general guidance is provided to help educational organizations to relate the concepts in ISO

quality management system standards to education practices.

A curriculum can specify what is expected to be learnt and how the learning is to be assessed. However, the

curriculum by itself does not ensure that needs and expectations will be met if deficient processes exist in

educational organizations. The need to prevent these deficiencies has led to the provision of this International

Workshop Agreement to help educational organizations implement a quality management system that is

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IWA 2:2003(E) Quality Management Systems — Guidelines for the
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known to be effective. Continuing assessment of the curriculum and educational processes that support

instruction can ensure the effectiveness of the learning process. Internal quality audits provide verification of

the fulfilment of requirements, for example, stated claims of achievements

The quality management system should be the simplest one that works well. It need only be comprehensive

enough to meet the quality objectives for the educational organization. Quality control is an essential process

in a quality management system. Accurate measurement is not easy when assessing human performance,

and appraisal is usually conducted during the educational process.
ISO 9001:2000, Quality management systems — Requirements
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Quality Management Systems — Guidelines for the IWA 2:2003(E)
application of ISO 9001:2000 in education
Figure 1 — Model of a process-based quality management system
0.2 Process approach in educational organizations

Educational organizations that provide educational products should define their processes. These processes,

which are generally multidisciplinary, include administrative services and other forms of support, as well as

those concerning assessment, such as:

 a strategic process to determine the role of the educational organization in the socio-economic

environment;
 provision of the teaching capability of the learning providers;
 maintenance of the working environment;
 developing, reviewing and updating study plans and curricula;
 admission and selection of applicants;
 student’s education follow-up and assessment;

 final assessment aimed to grant the student an academic degree, a degree that will be supported by a

diploma, acknowledgement, bachelor’s degree or certificate of competencies;

 support services for the teaching-learning process carried out for the satisfactory accomplishment of their

curricula, and support to the student until he/she can succeed in obtaining his/her academic degree or

certificate;
 internal and external communication; and
 measurement of educational processes.
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ISO 9001:2000, Quality management systems — Requirements
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Quality Management Systems — Guidelines for the IWA 2:2003(E)
application of ISO 9001:2000 in education
ISO 9001:2000, Quality management systems — Requirements
1 Scope
1 Scope for educational organizations

This International Workshop Agreement (IWA) provides guidelines for the application of ISO 9001:2000 in

educational organizations providing educational products.

These guidelines do not add to, change or modify the requirements of ISO 9001:2000, and are not intended

for use in contracts for conformity assessment or for certification.

Each clause of ISO 9001:2000, framed with a continuous solid line, appears before the corresponding text of

this IWA. The whole text of ISO 9004:2000, framed with a dashed line, is included to provide a complete

vision of the continual performance improvement of organizations.

ISO 9004:2000, Quality management systems — Guidelines for performance improvements

1 Scope
ISO 9001:2000, Quality management systems — Requirements
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ISO 9001:2000, Quality management systems — Requirements
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Quality Management Systems — Guidelines for the IWA 2:2003(E)
application of ISO 9001:2000 in education
ISO 9001:2000, Quality management systems — Requirements
3 Terms and definitions in educational organizations

For the purposes of this IWA, the terms and definitions given in ISO 9000:2000 and the following apply.

3.1
customer
organization (3.3.2) or person that receives a product (3.4.2)
[ISO 9000:2000]

EXAMPLE A customer can be a consumer (in education, generally a learner), a client or purchaser (in education,

generally a person or body funding the learner who may also be the learner), an end-user (in education, generally the

person or organization that benefits from the learning achieved by the learner).
3.2
interested party

person or group having an interest in the performance or success of an organization

[ISO 9000:2000]

EXAMPLE An interested party can be a customer (3.1), parents’ association, other related educational organization

(3.5) or society.

NOTE A group can comprise an organization, a part thereof, or more than one organization.

3.3
educational process
process resulting in educational product (3.4)
3.4
educational product
product concerned with education

NOTE An educational product generally involves the provision of a service that includes intellectual software of

information and some form of computer software or paper-based hardware assisting the transfer of information and

retention for continuing reference.
3.5
educational organization
organization that provides an educational product (3.4)
3.6
education provider
person who delivers an educational product (3.4) to learners

NOTE The education provider is referred to by customary titles which vary on national and educational hierarchical

grounds including for example, teacher, trainer, lecturer or professor.
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ISO 9001:2000, Quality management systems — Requirements
4 Quality management system
4 Quality management system
4.1 General requirements in the educational organization

Due to the fundamental character of this clause and the fact that it sets the basis for the rest of ISO 9001, the

guidelines are limited to the following:

a) educational organizations should define and manage those processes included in the educational design,

educational development, and the educational delivery processes, the procedures for implementation,

and the measurement of results;

b) the conditions for the acceptance of the education at the time of delivery; and

c) continual improvement of these processes and provision of resources.

The educational organization should define very clearly the intended “organization” to which the proposed

quality management system is to apply. For example, is it to be a department or school within a larger

educational organization, an entire educational organization or all the educational organizations in a given

government or local government division.

Establishing the intent will help the educational organization to identify who serves as “top management” and

the nature of the systems and processes that have to be understood if continual improvement and customer

satisfaction are to be achieved.

They will also help to identify what services are delivered, which is essential in the identification and

separation of customers and other interested parties.
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Quality Management Systems — Guidelines for the IWA 2:2003(E)
application of ISO 9001:2000 in education

An instructional quality management system should be understood in terms of the curriculum, a system of

learning processes, the organizational structure, responsibilities, processes, and resources that ensure the

quality of instruction. This includes most activities of the educational organization’s employees or appropriate

suppliers. Control of instruction may be exercised during the following processes:

a) instructional needs analysis;
b) instructional design;
c) instructional development;
d) delivery of instruction;
e) instructional evaluation;
f) educational faculty organization development; and
g) operation of libraries, workshops, and laboratories.

ISO 9004:2000, Quality management systems — Guidelines for performance improvements

4 Quality management system
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IWA 2:2003(E) Quality Management Systems — Guidelines for the
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ISO 9001:2000, Quality management systems — Requirements
4.2 Documentation requirements
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Quality Management Systems — Guidelines for the IWA 2:2003(E)
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4.2 Documentation requirements
4.2.1 General

When planning a quality management system, educational organizations developing their quality manual

could include or make reference to issues other than the ones established by ISO 9001 (see ISO/TR 10013)

such as but not limited to:
 the terms and definitions required by the organization;
 regulatory and organizational policies;
 applicable laws and regulations;
 the competencies of the teaching staff (educational providers);
 accreditation and certification programmes;
 study plans and curricula;
 competence programmes, awareness, education, training and updating; and
 support services.
4.2.2 Documentation in the educational organization
4.2.2.1 Quality manual

The quality manual should describe the scope of the educational organization’s quality management system

and interactions of its educational and support processes. It should include, or contain, references to all

applicable documented procedures required by ISO 9001 and other criteria upon which the quality

management system is based.
4.2.2.2 Control of documents in the educational organization

The purpose of document control is to ensure that documents from the quality management system are

continually updated and are available for use. To achieve this objective the educational organization should

establish a documented procedure describing the arrangements:

 for editing, reviewing and approving internal documents, including their identification and revision status;

 for controlling external documents, mainly the relevant regulations that should be continuously updated;

 which ensure that documents are available to the organization’s personnel; and

 for managing and controlling the student’s legal documents, for ensuring the traceability of educational

services and verifying the fulfilment of requirements in the established educational stages.

Documents used to define, direct, and control instruction and support activities should be controlled (see 7.1).

Documents generated internally should be reviewed and approved for adequacy and conformity.

Information about the edition of textbooks or learning material, text supplements, workbooks or other

instruction resources should be controlled and traceable to the design and development process.

Procedures for course registration, formats for lesson plans, instructions on research report formats, etc.

should be maintained to provide complete and current documents needed.

The document control system should include provisions for control of external document (for example, but not

limited to, legislation, rules, government circulars, accreditation regulations).

4.2.2.3 Control of records in the educational organization

A record provides information about the activities carried out in the organization, such as the results obtained

in each stage of the teaching/learning process (education provision).
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IWA 2:2003(E) Quality Management Systems — Guidelines for the
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The educational organization should give attention to retention times and record disposal, generally well

established by legislation or regulation.

Student records and instructional records are typically maintained by educational organizations within the

guidelines of privacy protection, such as:
 design report;
 development report;
 instructor certifications or qualifications;
 impact evaluation;
 student performance records
...

SLOVENSKI SIST-TS IWA 2
STANDARD marec 2006

Sistemi vodenja kakovosti – Smernice za uporabo standarda ISO 9001:2000 v izobraževanju (Na podlagi standarda ISO 9001:2000, Druga izdaja, 2000-12-15, Sistemi vodenja kakovosti – Zahteve)

Quality management systems – Guidelines for the application of ISO 9001:2000 in education (Based on ISO 9001:2000, Second edition, 2000-12-15, Quality management systems – requirements

Referenčna oznaka
ICS 03.120.10; 03.180 SIST-TS IWA 2:2006 (sl,en)
Nadaljevanje na straneh od 2 do 139

© 2006-03: Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov standarda ni dovoljeno.

SIST -TS IWA 2 : 2006 2 NACIONALNI UVOD Tehnična specifikacija SIST-TS IWA 2 (sl,en), Sistemi vodenja kakovosti – Smernice za uporabo standarda ISO 9001:2000 v izobraževanju, prva izdaja, 2006, ima status slovenske tehnične specifikacije in je enakovredna dogovoru mednarodne delavnice IWA 2, Quality management systems – Guidelines for the application of ISO 9001:2000 in education, prva izdaja, 2003.

NACIONALNI PREDGOVOR

Dogovor mednarodne delavnice IWA 2:2003 je bil potrjen oktobra 2002 na delavnici v Acapulcu v Mehiki, ki jo je gostil Splošni urad za standarde (General Bureau of Standards – DGN) s pomočjo in v sodelovanju z organizacijami, pristojnimi za koordiniranje Zrcalnega pododbora za sisteme vodenja kakovosti (Mirror Subcommittee for Quality Management Systems) v okviru mehiškega odbora ISO, Mehiškega inštituta za standardizacijo in certifikacijo (IMNC), ter Nacionalnega odbora za standardizacijo sistemov vodenja kakovosti (COTENNSISCAL).

Slovenska tehnična specifikacija SIST-TS IWA 2:2006 je prevod angleškega besedila dogovora mednarodne delavnice IWA 2:2003. V primeru spora glede besedila slovenskega prevoda v tej tehnični specifikaciji je odločilen izvirni dogovor mednarodne delavnice v angleškem jeziku. Slovensko-angleško izdajo tehnične specifikacije je pripravil in potrdil tehnični odbor SIST/TC VZK Vodenje in zagotavljanje kakovosti.

Odločitev za privzem tega mednarodne tehnične specifikacije je 14. septembra 2005 sprejel tehnični odbor SIST/TC VZK Vodenje in zagotavljanje kakovosti. ZVEZE S STANDARDI

S privzemom te tehnične specifikacije veljajo naslednje zveze: SIST EN ISO 9000:2005 (sl,en) Sistemi vodenja kakovosti – Osnove in slovar SIST EN ISO 9001:2000 (sl,en) Sistemi vodenja kakovosti – Zahteve SIST EN ISO 9004:2004 (sl,en) Vodenje sistemov kakovosti – Smernice za izboljšanje delovanja SIST EN ISO 10012:2003 (sl,en) Sistemi vodenja meritev – Zahteve za procese merjenja in merilno opremo SIST ISO/TR 10013:2002 (sl,en) Smernice za dokumentacijo sistema vodenja kakovosti SIST ISO/TR 10014:1998 (en) Smernice za vodenje ekonomike kakovosti SIST ISO 10015:2002 (en) Vodenje kakovosti – Smernice za usposabljanje SIST ISO/TR 10017:2003 (en) Napotki za statistične metode v zvezi z ISO 9001:2000 SIST EN ISO 14001:2005 (sl, en) Sistemi ravnanja z okoljem – Zahteve z navodili za uporabo SIST EN ISO 19011:2003 (sl, en) Smernice za presojanje sistemov vodenja kakovosti in/ali sistemov ravnanja z okoljem.

OSNOVA ZA IZDAJO STANDARDA
– Privzem IWA 2:2003.
OPOMBI

− Nacionalni uvod in nacionalni predgovor nista sestavni del tehnične specifikacije.

− Kadarkoli je v besedilu uporabljen moški slovnični spol (npr. slušatelj), je poleg moškega spola vedno mišljen tudi ženski (npr. slušatelj in slušateljica).

SIST-TS IWA 2 : 2006 3

Vsebina Stran Contents PagePredgovor.........................................................5Dopolnilo...........................................................6Uvod.................................................................90.1 Splošno.....................................................90.2 Procesni pristop v izobraževalnih organizacijah...........................................121 Predmet standarda za izobraževalne organizacije.............................................143 Izrazi in definicije v izobraževalnih organizacijah...........................................164 Sistem vodenja kakovosti.......................184.1 Splošne zahteve v izobraževalni

organizaciji..............................................184.2 Zahteve glede dokumentacije.................225 Odgovornost vodstva..............................275.1 Zavezanost vodstva v izobraževalni organizaciji..............................................275.2

Osredotočenost na odjemalce v izobraževalni organizaciji 5.3 Politika kakovosti v izobraževalni organizaciji..............................................355.4 Planiranje................................................375.5 Odgovornost, pooblastila in

komuniciranje..........................................395.6 Vodstveni pregled v izobraževalnem sektorju...................................................426 Vodenje virov..........................................466.1 Priskrba virov v izobraževalni

organizaciji..............................................466.2 Človeški viri v izobraževalni

organizaciji..............................................486.3 Infrastruktura v izobraževalni

organizaciji..............................................536.4 Delovno okolje v izobraževalni

organizaciji..............................................557 Realizacija proizvoda..............................587.1 Planiranje realizacije proizvoda v izobraževalni organizaciji........................587.2 Procesi, povezani z odjemalci................667.3 Načrtovanje in razvoj..............................687.4 Nabava....................................................787.5 Proizvodnja in izvedba storitev...............82

Foreword...........................................................5Supplement.......................................................6Introduction .......................................................90.1 General......................................................90.2 Process approach in educational organizations...........................................121 Scope for educational organizations.......14 3 Terms and definitions in educational organizations...........................................164 Quality management system...................18 4.1 General requirements in the educational organization.............................................184.2 Documentation requirements..................225 Management responsibility .....................275.1 Management commitment in the educational organization..........................275.2 Customer focus in the educational

organization ............................................175.3 Quality policy in the educational organization.............................................355.4 Planning...................................................375.5 Responsibility, authority and communication........................................39 5.6 Management review in the education sector.......................................................426 Resource management ..........................46 6.1 Provision of resources in the educational organization.............................................466.2 Human resources in the educational organization.............................................48 6.3 Infrastructure in the educational organization.............................................536.4 Work environment in the educational organization.............................................557 Product realization...................................587.1 Planning of product realization in the educational organization..........................587.2 Customer-related processes...................667.3 Design and development.........................687.4 Purchasing...............................................78 7.5 Production and service provision............82

SIST -TS IWA 2 : 2006 4 7.6 Obvladovanje nadzornih in merilnih
naprav v izobraževalni organizaciji.........898 Merjenje, analize in

izboljševanje...........................................908.1 Splošno navodilo za izobraževalne organizacije.............................................908.2 Nadzorovanje in merjenje.......................938.3 Obvladovanje neskladnih proizvodov v izobraževalni organizaciji......................1048.4 Analiza podatkov v izobraževalni organizaciji............................................1068.5 Izboljševanje.........................................109Dodatek A: Smernice za samoocenjevanje..118Dodatek B: Proces nenehnih

izboljšav................................................134Bibliografija...................................................138 7.6 Control of monitoring and measuring devices in the educational organization..898 Measurement, analysis and

improvement............................................908.1 General guidance in the educational organizations ..........................................908.2 Monitoring and measurement..................938.3 Control of nonconforming products in the educational organization........................1048.4 Analysis of data in the educational organization...........................................1068.5 Improvement..........................................109Annex A: Guidelines for self-assessment.....119Annex B: Process for continual

improvement..........................................135Bibliography...................................................139

SIST-TS IWA 2 : 2006 5
Predgovor

Foreword ISO (Mednarodna organizacija zastandardizacijo) je svetovna zveza nacionalnihorganov za standarde (članov ISO). Tehničnodelo ISO ponavadi opravljajo tehnični odboriISO, v katerih ima pravico biti zastopan vsakčlan ISO. Pri delu sodelujejo tudi mednarodne vladne in nevladne organizacije, povezane zISO.

ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). ISO's technical work is normally carried out through ISO technical committees in which each ISO member body has the right to be represented. International organizations, governmental and non governmental, in liaison with ISO, also take part in the work. V odgovor na vse glasnejše zahteve trga je ISOuvedel možnost, da se dokumenti pripravijo vdelavnicah, in to zunaj postopkov, običajnih zadelo v odborih. ISO te dokumente objavlja kotdogovore mednarodnih delavnic (InternationalWorkshop Agreements – IWA). Izvedbo takedelavnice lahko predlaga kdorkoli, potrditi pa jomora Strokovni odbor ISO (ISO TechnicalManagement Board), ki tudi imenuje člana ISOza pomoč predlagatelju pri organizacijidelavnice. Dogovore mednarodnih delavnic skonsenzom potrdijo sodelujoči na delavnicah.Čeprav lahko obstaja več konkurenčnihdogovorov mednarodnih delavnic na isto temo,le-ti ne smejo biti v nasprotju z obstoječimstandardom ISO ali IEC.

In order to respond to urgent market requirements, ISO has also introduced the possibility of preparing documents through a workshop mechanism, external to its normal committee processes. These documents are published by ISO as International Workshop Agreements. Proposals to hold such workshops may come from any source and are subject to approval by the ISO Technical Management Board which also designates an ISO member body to assist the proposer in the organization of the workshop. International Workshop Agreements are approved by consensus amongst the individual participants in such workshops. Although it is permissible that competing International Workshop Agreements exist on the same subject, an International Workshop Agreement shall not conflict with an existing ISO or I EC standard. Član, ki ga je imenoval Strokovni odbor, jeodgovoren, da po treh letih pregleda dogovormednarodne delavnice in odloči, ali naj bopotrjen še za nadaljnja tri leta, poslantehničnemu odboru ISO v revizijo ali umaknjen.Če je dogovor mednarodne delavnice potrjen,ga ponovno pregledajo čez tri leta. Takrat gamora ustrezni tehnični odbor ISO revidirati aliumakniti.

An International Workshop Agreement is reviewed after three years, under the responsibility of the member body designated by the Technical Management Board, in order to decide whether it will be confirmed for a further three years, transferred to an ISO technical body for revision, or withdrawn. If the International Workshop Agreement is confirmed, it is reviewed again after a further three years, at which time it must be either revised by the relevant ISO technical body or withdrawn. Opozarjamo, da so nekateri elementi tegadogovora mednarodne delavnice lahko predmet patentnih pravic. ISO ne prevzemaodgovornosti za identificiranje nobene od takihpatentnih pravic.

Attention is drawn to the possibility that some of the elements of this International Workshop Agreement may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Dogovor mednarodne delavnice IWA 2 je bilpotrjen oktobra 2002 na delavnici v Acapulcu,Mehika, ki jo je gostil Splošni urad za standarde(General Bureau of Standards – DGN) spomočjo in v sodelovanju z organizacijami,pristojnimi za koordiniranje Zrcalnegapododbora za sisteme vodenja kakovosti International Workshop Agreement IWA 2 was approved at a workshop held in Acapulco, Mexico, in October 2002, and hosted by the General Bureau of Standards (DGN), with the support and cooperation of the organizations in charge of coordinating the Mirror Subcommittee for Quality Management Systems within the

SIST -TS IWA 2 : 2006 6 (Mirror Subcommittee for Quality ManagementSystems) v okviru mehiškega odbora ISO,Mehiškega inštituta za standardizacijo incertifikacijo (IMNC), ter Nacionalnega odboraza standardizacijo sistemov vodenja kakovosti(COTENNSISCAL). Sestanek je omogočilLatinskoameriški inštitut za kakovost (INLAC). Mexican ISO Committee, the Mexican Institute for Standardization and Certification (IMNC) and the National Committee for Standardization on Quality Management Systems (COTENNSISCAL). The meeting was facilitated by the Latin-American Institute for Quality (INLAC). Besedilo, ki je bilo sprejeto na delavnici, je v poševnem tisku in ni okvirjeno. V pomočuporabnikom je v okvirju pred ustreznimpoglavjem iz tega dogovora mednarodnedelavnice navedena zahteva standarda ISO9001. Informacije pod »OPOMBO«so namenjene kot napotek za boljše razumevanjeoziroma pojasnilo.

The text which is in italics and not boxed represents the text approved at the workshop. For the benefit of the user, the ISO 9001 requirements are included in boxed text before the comparable clause in this International Workshop Agreement. Information marked "NOTE" is for guidance in understanding or clarification. Za tiste uporabnike, ki želijo več kot samoizpolnjevati zahteve ISO 9001, je navedeno tudi besedilo standarda ISO 9004, da bi lahkoizboljšali učinkovitost njihovega sistemavodenja kakovosti v prizadevanju za nenehnoizboljševanje delovanja. Besedilo standarda ISO 9004 je v črtkanih okvirjih in slediustreznemu poglavju.

The text of ISO 9004 is also provided to allow those users who wish to move beyond the requirements of ISO 9001 to enhance the efficiency of their quality management system in pursuit ofcontinual improvement of performance. The ISO 9004 text is in dashed boxes following the comparable clause. V tej, popravljeni verziji dogovora IWA 2:2003 jepod naslovom Dopolnilo vključena še drugastran, ki je bila v prejšnji verziji po pomotiizpuščena.

This corrected version of IWA 2:2003 incorporates a second page to the Supplement, which was omitted by mistake. Dopolnilo

Supplement Ta predlog je bil pripravljen v Mehiki meddelavnico v Acapulcu, izdelan pa je bil podvodstvom Nacionalnega odbora zastandardizacijo sistemov vodenja kakovosti(COTENNSISCAL) s sodelovanjem naslednjihorganizacij:

This proposal was prepared in Mexico during the workshop held in Acapulco, and was created under the leadership of the National Committee for Standardization on Quality Management Systems (COTENNSISCAL) with the participation of the following organizations: ASECAD de México Centro de Investigación y Desarrolo de la Formación para el Trabajo (CIDFORT) Colegio de Calidad Empresarial, S.C. Consultoría Profesional en Sistemas de Calidad CAAP CSC

Grupo Raloy Instituto de Ciencias, Humanidades y Technologías de Guanajuato (ICYTEG)

Instituto Latinoamericano para la Calidad (INLAC) Instituto Mexicano de Normalización y Certificación (IMNC)

ASECAD de México Centro de Investigación y Desarrolo de la Formación para el Trabajo (CIDFORT) Colegio de Calidad Empresarial, S.C. Consultoría Profesional en Sistemas de Calidad CAAP CSC Grupo Raloy Instituto de Ciencias, Humanidades y Technologías de Guanajuato (ICYTEG)

Instituto Latinoamericano para la Calidad (INLAC) Instituto Mexicano de Normalización y Certificación (IMNC)

SIST-TS IWA 2 : 2006 7 Instituto Politécnico Nacional (IPN) – Centro de Estudios Científicos y Tecnológicos No. 7 »Cuauhtémoc« – Centro de Investigación e Innovación Tecnológica – División de Metrología, Normas y Calidad Industrial – Unidad Profesional Interdisciplinaria de Biotecnología

Instituto Tecnológico de Oaxaca Instituto Tecnológico y de Estudios Superiores de Monterrey (ITESM) Qualitec Internacional, S.A. de C.V. Secretaría de Educación Pública (SEP) – Coordinación de Asesores de la Subsecretaría de Educación Superior e Investigación Científica – Coordinación General de Universidades Tecnológicas – Unidad Administradora del Proyecto para la Modernización de la Educación Técnica y la Capacitación

Sindicato Nacional de Trabajadores de la Educación Tecno-Ingeniería Computacional, S.A. de C.V. Universidad Nacional Autónoma de México, UNAM

– Facultad de Ingeniería Universidad de Colima Universidad Tecnológica de Tula Tepeji

Universidad Tecnológica Fidel Velázquez Instituto Politécnico Nacional (IPN) – Centro de Estudios Científicos y Tecnológicos No. 7 "Cuauhtémoc" – Centro de Investigación e Innovación Tecnológica – División de Metrología, Normas y Calidad Industrial – Unidad Profesional Interdisciplinaria de Biotecnología

Instituto Tecnológico de Oaxaca Instituto Tecnológico y de Estudios Superiores de Monterrey (ITESM) Qualitec Internacional, S.A. de C.V. Secretaría de Educación Pública (SEP) – Coordinación de Asesores de la Subsecretaría de Educación Superior e Investigación Científica – Coordinación General de Universidades Tecnológicas – Unidad Administradora del Proyecto para la Modernización de la Educación Técnica y la Capacitación

Sindicato Nacional de Trabajadores de la Educación Tecno-Ingeniería Computacional, S.A. de C.V. Universidad Nacional Autónoma de México, UNAM

– Facultad de Ingeniería Universidad de Colima Universidad Tecnológica de Tula Tepeji

Universidad Tecnológica Fidel Velázquez Na delavnici v Acapulcu so sodelovali delegatiin opazovalci iz naslednjih držav in organizacij.

Delegates and observers from the following countries and organizations participated during the workshop held in Acapulco. Delegati: Argentina, Instituto Argentino de Normalización (IRAM)

Australia, Standards Australia International (SAI)

Brazil, Petrobras and DS Canada, Canadian Center for Management Development Colombia, Instituto Colombiano de Normalización Técnica y Calidad (ICONTEC)

Denmark, TQM I/S Germany, DIN México, COTENNSISCAL, IPN, SEP, INLAC and ITESM Spain, AENOR

Delegates: Argentina, Instituto Argentino de Normalización (IRAM)
Australia, Standards Australia International (SAI)

Brazil, Petrobras and DS Canada, Canadian Center for Management Development Colombia, Instituto Colombiano de Normalización Técnica y Calidad (ICONTEC)

Denmark, TQM I/S Germany, DIN México, COTENNSISCAL, IPN, SEP, INLAC and ITESM Spain, AENOR

SIST -TS IWA 2 : 2006 8 Sweden, RFK AB
United Kingdom, British Standards Institution
United States, DPA Training and INFORM

Venezuela, FONDONORMA Opazovalci: Centro de Investigación y Desarrollo de la Formación para el Trabajo (CIDFORT)

Colegio Nacional de Educación Profesional Técnica (CONALEP) Det Norske Veritas Instituto Argentino de Normalización (IRAM) Instituto Chapultepec Instituto de Ciencias, Humanidades y Tecnologías de Guanajuato (ICYTEG)

Instituto Latinoamericano para la Calidad (INLAC) Instituto Politécnico Nacional
– ESIME Azcapotzalco
INTERPRO Consultores
Secretaría de Educación del Estado de Tabasco

Secretaria de Educación Pública – Coordinación General de Universidades Tecnolôgicas – Dirección General de Centros de Formación para el Trabajo – Dirección General de Educación Tecnológica Agropecuaria – Dirección General de Educación Tecnológica Industrial – Unidad Administradora del Proyecto para la Modernización de la Educación Técnica y la Capacitación

Colegio de Postgraduados TESCAP
Universidad ETAC
Universidad Nacional Autónoma de México
– Facultad de Ingeniería Universidad Tecnológica de Aguascalientes
Universidad Tecnológica de Tula Tepeji
Universidad Tecnológica de Tecámac
Universidad Tecnológica de Torreón Sweden, RFK AB
United Kingdom, British Standards Institution
United States, DPA Training and INFORM

Venezuela, FONDONORMA Observers: Centro de Investigación y Desarrollo de la Formación para el Trabajo (CIDFORT)

Colegio Nacional de Educación Profesional Técnica (CONALEP) Det Norske Veritas Instituto Argentino de Normalización (IRAM) Instituto Chapultepec Instituto de Ciencias, Humanidades y Tecnologías de Guanajuato (ICYTEG)

Instituto Latinoamericano para la Calidad (INLAC) Instituto Politécnico Nacional
– ESIME Azcapotzalco
INTERPRO Consultores
Secretaría de Educación del Estado de Tabasco

Secretaria de Educación Pública – Coordinación General de Universidades Tecnolôgicas – Dirección General de Centros de Formación para el Trabajo – Dirección General de Educación Tecnológica Agropecuaria – Dirección General de Educación Tecnológica Industrial – Unidad Administradora del Proyecto para la Modernización de la Educación Técnica y la Capacitación

Colegio de Postgraduados TESCAP
Universidad ETAC
Universidad Nacional Autónoma de México
– Facultad de Ingeniería Universidad Tecnológica de Aguascalientes
Universidad Tecnológica de Tula Tepeji
Universidad Tecnológica de Tecámac
Universidad Tecnológica de Torreón
SIST-TS IWA 2 : 2006 9 Sistemi vodenja kakovosti – Smernice za uporabo standarda
ISO 9001:2000 v izobraževanju

Quality management systems – Guidelines for the application of ISO 9001:2000 in education Uvod

Introduction ISO 9001:2000, Sistemi vodenja kakovosti –
Zahteve
0.1
Splošno
ISO 9001:2000, Quality management systems – Requirements 0.1

General Privzem sistema vodenja kakovosti naj bo strateška odločitev organizacije. Na načrtovanje in izvajanje sistema vodenja kakovosti organizacije vplivajo spreminjajoče se potrebe, posebni cilji, ponujeni proizvodi, izvajani procesi ter velikost in struktura organizacije. Ni namen tega mednarodnega standarda, da bi zahteval enotno strukturo sistemov vodenja kakovosti ali poenotenost dokumentacije.

The adoption of a quality management system should be a strategic decision of an organization. The design and implementation of an organization's quality management system is influenced by varying needs, particular objectives, the products provided, the processes employed and the size and structure of the organization. It is not the intent of this International Standard to imply uniformity in the structure of quality management systems or uniformity of documentation. Zahteve za sistem vodenja kakovosti, specificirane v tem mednarodnem standardu, so dopolnilo zahtevam za proizvode. Besedilo, označeno z »OPOMBA«, predstavlja napotek pri razumevanju ali razjasnitvi zahtev.

The quality management system requirements specified in this International Standard are complementary to requirements for products. Information marked "NOTE" is for guidance in understanding or clarifying the associated requirement. Ta mednarodni standard lahko uporabljajo notranje ali zunanje stranke, vključno s certifikacijski0mi organi, za ocenjevanje sposobnosti organizacije glede izpolnjevanja zahtev odjemalcev, regulative ali zahtev, ki si jih postavi organizacija sama.

This International Standard can be used by internal and external parties, including certification bodies, to assess the organization's ability to meet customer, regulatory and the organization's own requirements. Pri razvoju tega mednarodnega standarda so bila upoštevana načela vodenja kakovosti, pojasnjena v ISO 9000 in ISO 9004.

The quality management principles stated in ISO 9000 and ISO 9004 have been taken into consideration during the development of this International Standard. 0.1 Splošno

0.1 General Namen tega dogovora mednarodne delavniceje organizacijam, ki izvajajo izobraževanje,ponuditi smernice za pomoč pri izvajanjuuspešnega sistema vodenja kakovosti,skladnega z zahtevami standarda ISO9001:2000.

The objective of this International WorkshopAgreement is to provide guidelines to assistorganizations that provide educational productsto implement an effective quality managementsystem that meets the requirements of ISO9001:2000. OPOMBA 1: Za tiste izobraževalne organizacije, ki želijoveč kot samo izpolnjevati zahtevestandarda ISO 9001:2000, je za izboljšanjeučinkovitosti sistema vodenja kakovostinavedeno tudi besedilo standarda ISO9004:2000 brez komentarja. Dobro jeznano, da je strošek uvajanja uspešnega inučinkovitega sistema vodenja kakovostienkraten, medtem ko se koristi nenehnonadaljujejo. Izobraževalnim organizacijampriporočamo, da se pri izvajanju sistema NOTE 1 The text of ISO 9004:2000 is provided withoutcomment for those educational organizationsthat wish to go beyond meeting therequirements of ISO 9001:2000 to enhancethe efficiency of their quality managementsystem. It is well known that the cost ofimplementing an efficient and effective qualitymanagement system is a single cost whereasthe consequent benefits continue indefinitely.Educational organizations are encouraged tohave a good understanding of the ISO

SIST -TS IWA 2 : 2006 10 vodenja kakovosti, ki ustreza njihovimpotrebam, dobro seznanijo s smernicamistandarda ISO 9004:2000 in z osmiminačeli sistema vodenja kakovosti. 9004:2000 guidelines and the eight qualitymanagement system principles whenimplementing the quality management systemthat suits their needs. OPOMBA 2: Da bi bili celotni stroški izvedbe poplačani zuspehom, ki bo nenehno koristil celotniorganizaciji, naj bo izvedba načrtovana inizvajana v obliki projekta ali programaprojektov, odvisno od velikosti in okoliščinposamezne izobraževalne organizacije.

NOTE 2 To ensure that the overall cost ofimplementation is properly rewarded by thesuccess of organization-wide continualgain, the implementation should be plannedand carried out as a project or programmeof projects depending on the size andindividual circumstances of the educationalorganization. Naslednje splošno navodilo je namenjeno vpomoč izobraževalnim organizacijam pripovezovanju načel iz standardov sistemavodenja kakovosti ISO z izobraževalno prakso.

The following general guidance is provided tohelp educational organizations to relate theconcepts in ISO quality management systemstandards to education practices. V izobraževalnem programu je lahkoopredeljeno, kaj naj bi se učilo in kako naj bi seučenje ocenjevalo. Vendar pa izobraževalniprogram sam ne zagotavlja, da bodo potrebe inpričakovanja tudi izpolnjeni, če so procesi vizobraževalnih organizacijah pomanjkljivi. Da bipreprečili te pomanjkljivosti, je bil sprejet tadogovor mednarodne delavnice.Izobraževalnim organizacijam naj bi pomagalpri uvajanju sistema vodenja kakovosti, ki se ježe izkazal za uspešnega. Uspešnost procesaučenja je mogoče zagotoviti z nenehnimocenjevanjem izobraževalnega programa inizobraževalnih procesov, ki podpirajopoučevanje. Notranje presoje kakovosti paomogočajo overjanje izpolnjevanja zahtev, naprimer navedbe o dosežkih.

A curriculum can specify what is expected to belearnt and how the learning is to be assessed.However, the curriculum by itself does not ensurethat needs and expectations will be met ifdeficient processes exist in educationalorganizations. The need to prevent thesedeficiencies has led to the provision of thisInternational Workshop Agreement to helpeducational organizations implement a qualitymanagement system that is known to be effective.Continuing assessment of the curriculum andeducational processes that support instructioncan ensure the effectiveness of the learningprocess. Internal quality audits provide verificationof the fulfilment of requirements, for example,stated claims of achievements Sistem vodenja kakovosti naj bonajpreprostejši, ki dobro deluje. Biti mora ledovolj obsežen, da dosega cilje kakovostiizobraževalne organizacije. Obvladovanjekakovosti je bistveni proces v sistemu vodenjakakovosti. Človekovega delovanja ni lahkonatančno izmeriti, uspešnost pa se ponavadiocenjuje med izobraževalnim procesom.

The quality management system should be thesimplest one that works well. It need only becomprehensive enough to meet the qualityobjectives for the educational organization.Quality control is an essential process in aquality management system. Accuratemeasurement is not easy when assessinghuman performance, and appraisal is usuallyconducted during the educational process. ISO 9001:2000, Sistemi vodenja kakovosti

Zahteve
0.2 Procesni pristop

ISO 9001:2000, Quality management systems – Requirements 0.2 Process approach Ta mednarodni standard spodbuja privzem procesnega pristopa pri razvijanju, izvajanju in izboljševanju uspešnosti sistema vodenja kakovosti z namenom, da bi se z izpolnjevanjem zahtev odjemalcev povečalo njihovo zadovoljstvo.

This International Standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements. Da bi organizacija delovala uspešno, mora identificirati in voditi številne povezane aktivnosti. Aktivnost, ki uporablja vire in ki jo

For an organization to function effectively, it has to identify and manage numerous linked activities. An activity using resources, and

SIST-TS IWA 2 : 2006 11 vodimo z namenom, da omo
...

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