QUALITY ASSURANCE IN  SEAMEO VOCATIONAL AND TECHNICAL EDUCATION AND TRAINING (VTET)

Delivered by:

Noorhaizamdin bin Haji Mosbi
 Director, SEAMEO VOCTECH Regional Centre
Brunei Darussalam

 

INTRODUCTION

Quality assurance is a commonly used buzzword in business and industry arena.  It is now becoming a business strategy to effectively managed business processes in such a way that both the supplier and customer are satisfied with the quality and consistency of the goods or services being produced/provided. 

Quality as spelled out in the ISO 9001 Quality Assurance - New Site, is an essential ingredient in building successful businesses and marketing.  Not only to products and services to be of high quality, but potential customers also need to have assurance that the products will be of high quality.   Kusaba (1995, 5) corroborated the idea by citing that  quality is a workmanship of various activities.  For instance,  production and manufacturing activities, it is not only measured in terms of   the product itself, but also the process of the production.  It is therefore important that the services that go into the product are also of high quality.

A Project Team from the Deployment Bank of Japan (DBJ) and Japan Economic Research Institute (JERI) explained, "quality is not just functional excellence of products or services, but it is about the whole aspects of product characteristics".  The team cited  as an  example the high quality watches/clocks, even if the craftsmanship is exceptionally high, if the production cost and sales price are so high that nobody can afford to buy such watches, no one can claim that the watch quality is high.  In other words, quality assurance is not just functional excellence, but includes all aspects of production.

The SEAMEO VOCTECH:  Southeast Asian Minister of Education Organisation Regional Centre for Vocational and Technical Education and Training,  in its efforts to provide quality assurance in its products and services, has  instituted   the six (6) Strategic Goals reflected in the its 3rd Five Year Development Plan (2004/5-2008/9), as follows:   

• Developed and implemented relevant, innovative and quality capability building    programmes geared towards sustainable development 
  
  
• Institutionalised research and development initiatives
  
  
• Enhanced human resource development
  
  
• Instilled a dynamic organisational culture
  
  
• Intensified networks and partnership
  
  
• Optimised resources and operation of information services

These goals are being operationalised   through the application of quality management to  facilitate   continuous upgrading/improving  of the different programme areas to  strengthen VTET institutions in the SEAMEO VOCTECH member countries,    e.g., training, research and development, ICT and information services,  thus,    achieving quality assurance in the process.  It is recognised in the field of   VTET  that  quality assurance  can be measured  through the  quality inputs, process and outputs of the learning institutions in terms of   producing  skilled and competent  workforce.  With  this, the Center has attempted to go beyond   achieving its   vision "As the Centre of Excellence" by  endeavoring into the  following initiatives, such as   undertaking a certification process (ISO 9001:2000),  employing the F.R.E.S.H. Concept in its programme implementation, institutionalising relevant training programmes and  other services  in VTET.

 

SEAMEO VOCTECH's ISO 9001:2000 CERTIFICATION

The ISO 9001:2000 Certification which  was  awarded to the Center   on March 3 2005  through the Standard Australia International (SAI Global)  is now the  vehicle of the centre to pursue  quality assurance  in its products/services.  Likewise, it became the building block and inspiration of the Centre to continuously improve/enhance  the  implementation of  VTET  training programmes for its SEAMEO participating countries.  The relevance and  quality of training programmes to satisfy participant's needs is the main consideration of the Centre  in designing and implementing   training courses which are demand - driven,  need- based and customer-focused.

Accordingly, the following ISO 9001:2000 components were  significantly instituted in the SEAMEO VOCTECH programme's implementation to respond to the needs and satisfaction of its target clients.

Quality Management System

Kaneko ( 2000b, 5) asserts that management is "a series of activities that plans and controls the daily work in order to achieve objectives in the most efficient and most effective way by keeping balance between quality, quantity and cost.  

Following this concept, the Centre has developed, implemented  and documented a quality management System (TQM)  that meets the requirements of ISO 9001:2000 standard.  This  supports the Centre's Quality Policies and Objectives which are geared towards quality assurance in VTET.  Critical in carrying out  TQM,  is the  quality   documentation  process which include documentation of quality manuals, quality management procedures/standard operating procedures, work instruction, and records  and business forms which became the basis  in the  implementation of programmes and activities.  Guided by the two management implications of Hosotan (1984), which are "maintenance and kaizen (continuous improvement)",   the Centre sees to it that the  inputs and processes/procedures implemented    complied  with the standards.  It employs the Plan-Do-Check-Act  (PDCA) cycle,   which facilitated the continuous maintenance  and  improvement of  the systems in accordance with the Quality Policies and Objectives set. 

Management Responsibility

Management's responsibility  and commitment in the attainment of organisational goals and objectives are indispensable in achieving quality  management.    For an organisation to achieve and deliver quality assurance,  it  should at  all times be able to   maintain  competent managers/leaders  that lead rather than manage people.  That is why the Centre's leadership has to be in close consultation with the management committee in the approval and directions relative to the   implementation of a management system that is process-centered and customer-focused, thus, promoting  an environment that fosters continuous improvement.  As spelled out in the SEAMEO VOCTECH ISO 9001:2000 Quality Manual, the Management Committee is committed to develop programmes, which are customer-centered,  and develop measurable quality objectives that are applicable to the Centre's operation.  To do this, a Quality Management Planning has been  utilised by the  management committee to formulate the following objectives to support the operationalisation of the Centre's policies:

1. Provide excellent training, research, consultancy and other services for all Centre's customers; 
   
   
2. Initiate and maintain mutually beneficial long-term partnership with suppliers, customers and relevant institutions in the country and world wide, and
   
   
3. Offer all resources within the Centre to achieve a culture of continual improvement toward the goal of becoming a Leading Center of Excellence in VTET.

Other critical components of the Management Responsibility aside from the Quality Planning are:  Responsibility, Authority and Communication and Management  Review.  The Centre through its Management Committee has defined the responsibility and authority to the Centre's staff in organisational charts, procedures and work instruction, as appropriate.  Communication regarding the operation of the system and its effectiveness are done through management meetings, general assemblies, and intranet and email notifications to all concerned.

To determine quality programmes implementation and  to ensure the realisation of quality assurance, the Centre  has used the following:  conducts reviews through internal/external audits, customer feedback, process performance and conformance, preventive and corrective actions, unresolved corrective actions, carry over items from earlier meetings, any changes that could affect the system and recommendations for improvement.

The Management review outputs are used to improve the effectiveness of the system and related processes; improve the services provided by SEAMEO VOCTECH; and improve/increase resource requirements/needs.

Resource Management

Resource Management, as employed by  SEAMEO VOCTECH is the effective and wise use of  the Centre's resources such as human, infrastructure and work environment.    The Centre has ensured that all the essential resources have been implemented and maintained according to standards and procedures.

In terms of human resource management, it is the responsibility of the division managers in close coordination with the Personnel and Administration Manager to recruit competent and qualified personnel .  The managers, likewise is responsible for the continuous upgrading of the competencies of their staff.

The provision of capability programmes for the SEAMEO VOCTECH officials and staff varies such as in-house, staff exchange, seminars and conferences on areas like internal auditor training, teambuilding, motivation and communication skills development, management, ICT, etc.  Mentoring, couching and counseling particularly in documenting, recording, filling, and other administrative matters were also explored to develop the skills of new the staff.   This process has contributed in the efficient and effective implementation of the progammes undertaken by the Centre.

In terms of infrastructure, the Centre is continuously upgrading its facilities and equipment as support in the provision of a quality products and services to its target customer, thus, effecting quality assurance in the process. 

Product/Service Realisation

Product or service realisation focuses on the fulfillment of the demands and expressed needs of the service providers and the customers. The customers here refer to the participants of the training programmes conducted by the Centre.   In order to achieve customer satisfaction, the customer requirements must be determined and identified first through needs identification and other training need strategies.  SEAMEO VOCTECH has also recognised the necessity for a customer communication and feedback as a major contributing element for service realisation and customer satisfaction.  Responsiveness to any service non-conformity is a key indicator of the Centre's commitment to address customer needs.

Service realisation therefore in SEAMEO VOCTECH  can be achieved through a holistic, collaborative planning  processes involving all the managers and staff of the different offices of the Centre. The Centre is strengthening also its partnership among  SEAMEO  Regional Centres to facilitate the  easy  generation of  information regarding VTET  training requirements to address  customers' needs and demands.  The Centre's management acknowledged the importance of quality planning in all aspects of the Centre's undertakings to guarantee quality programmes, services and products. 

Service/product realisation  could  be attained by  undertaking the following:  quality planning, formulating  quality objectives for services, the need for process, adequate and appropriate facilities, documentation of processes and other resources required for service realisation.  Vital also in service/product realisation are  service verification and  validation, monitoring, inspection activities, criteria for product acceptability, and the records to demonstrate and process conformance.  These aspects can determine the  level and degree of service/product realisation  in VTET.

Measurement, Analysis and Improvement

SEAMEO VOCTECH has established a systematic monitoring, analysis and improvement processes following these objectives: 1) demonstrate conformance of services to customers' requirements and needs, 2) ensure conformity of the quality management system, and 3) continually improve the efficiency and effectiveness of the quality management system.   Since the centre is concentrating on training services, the clients satisfaction can be determined by the following:  conducting needs assessment, using evaluation and survey forms, and carrying impact study. 

The monitoring of academic process is carried out during the conduct of the training activities and the monitoring of academic service is based on the level of understanding and applicability of knowledge and skills gained during  the training. The Centre is persistently improving the effectiveness of the quality management system through the use of quality policy, clear and defined objectives, audit results, analysis of data, corrective and preventive actions and management review.   The corrective action and or auditing process are used to formally identify, respond to, verify acceptability of actions and track the corrective action requests of internal audit findings.   Preventive action has been clearly emphasised in order to prevent occurrence of non-conformities and intricacies  in the implementation of  programmes and activities.

 

F.R.E.S.H. CONCEPT IN VTET

Complementing the Centre's ISO 9001:2000 process is the F.R.E.S.H.  Concept, which I myself conceptualised  in 2000.  The acronym  stands for Futuristic, Relevant, Enterprising, Sustainable and Holistic.  The F.R.E.S.H. concept has become a  catchword in all the training programmes conducted by the Centre.  In fact it is now  one of the content areas  for discussion in  the different training activities undertaken by the Centre.

To give you a bird's eye view  about  the F.R.E.S.H. Concept, may I start with the meaning of  F.R.E.S.H.  Actually, these are words  that describe  intentions or expected outcomes that can be applied in the implementation of programmes not only in VTET but also in  other fields.  It can also be used as an approach or strategy  that can be applied  in all  the phases of   programme delivery starting from the planning phase to evaluation.   F.R.E.S.H. stands for   F - futuristic, R- relevant,  E - enterprising, S - sustainable,  H - holistic.  It  is a very flexible  can also be an approach

Following the definition in the dictionary,  'fresh' implies a brand new thing or new  ideas"  which can be applied in programme delivery to facilitate the improvement and attainment of  set objectives and  goals towards quality implementation and quality  assurance.  There may  be other meanings that  we can deduced from the word FRESH, it does not matter, though,  as long as we will be able to achieve  the intentions and expected outcomes set for our initiatives.  To narrow down  the explanation,  FRESH  signifies the following:  Futuristic - proactive, progressive forward looking, innovative, being aware of new yet appropriate to VTET trends; Relevant - appropriateness to suit existing VTET condition, pertinent, useful and responsive to national aspirations and goals;  Enterprising -  pioneering or venturing  into  practical VTET initiatives geared towards service providers and customers satisfaction, Sustainable - continuity of efforts  using  existing and systematic  processes, maintaining  a better quality of work/performance as a result of the VTET training programmes. And Holistic - not bits and pieces,  smooth integration of all vital  aspects of  programme planning and implementation, thus assimilating all components  in VTET.

The  application of  F.R.E.S.H. concept  in VTET,  can stir up efficiency and effectiveness, reduction of  rework and wastages,  building of identity and credibility,  promoting global  competition in   terms of outputs/products and services in the field of technical, vocational and training. The concept can also be used to ensure  quality management,  install  quality assurance toward  customer’s satisfaction in VTET.

Applying the concept in its entirety, therefore, means that VTET to consistently provide skilled workers, enhance skills levels continuously, meet the needs of new industries and production patterns, help overcome unemployment and underemployment, cope with the demands and needs of the end users, thereby, advocating quality assurance in the field of VTET.

 

PROGRAMMES /SERVICES DELIVERY SYSTEM

Vital and the primary consideration in the  operationalisation of the ISO 9001:2000 and integration of the FRESH Concept in SEAMEO VOCTECH initiatives are programmes and services specifically  designed to address the needs and demands of  VTET institutions of the SEAMEIO VOCTECH member courtiers:

Training Programme

The Centre in collaboration with the Ministry of Education of the SEAMEO member countries has determinedly undertaken the capability building activities taking into consideration the processes for quality assurance, e.g., quality management, management responsibility, resource management, product realisation, and measurement, analysis and improvement.  The training programmes implemented by the Centre are categorised into four, as follows:  regular, customised, in-country and specialised training programmes.

The focus of the regular training programmes are on curriculum design and development, management, in-service teacher training, information and communications technology (ICT) and research development.  It is conducted in Brunei Darussalam involving participants coming from the SEAMEO VOCTECH member countries.

The customized or Fee Paying training programmers are tailored and packaged courses for specific clients from the government and private sectors.  While the special training programmes are joint projects with requesting parties consisting of national and international agencies, government and private institutions as well as partners through a Memorandum of Agreement (MOA) signed with the Centre.  In addition, the Centre is also conducting the so-called in-country training programmes, which cater to the specific needs of member countries.  These training programmes are conducted outside of SEAMEO VOCTECH, Brunei, Darussalam.

Under these programmes, specialists and trainers need to spend a great deal of time in developing course outlines, teaching methods, managing wisely educational resources, competencies improvement, etc.  All this in turn will positively affect the quality improvement of the training programmes undertaken by the Centre focusing primarily on the areas of curriculum design and development, management, in-service teacher training, information and communications technology (ICT) and research and development. 

Research and Consultancy Services

Through the application of the F.R.E.S.H. concept in the research activities of the Centre, it is envisioned that VTET can utilise the results findings to reduce shortages of skilled workers, continuously upgrade workforce skills levels, respond to new forms of work organization, address unemployment problems, adjust to service sector and micro-enterprise needs and cope with the demands of transition economies for sustainable development, thus, improving the quality of VTET programme implementation in the SEAMEO member countries.

The Centre has provided the SEAMEO member countries with consultancy services in the areas of competency-based curriculum development, micro-enterprise development, among others.   It also spearheaded a project on Distance Learning in Indo-China countries with the aid of the Canadian International Development Agency (CIDA).  It was involved in the European Union project in establishing Internet connectivity among the European union and Asia.  On the local front, the Center secured a national project in providing pre-employment training to unemployed youths in Brunei.

Currently the Centre is undertaking a research project, "Enhancing Skills Recognition Systems in the CLMV Countries" and a training programme on "Training of Trainers for Entrepreneurship Development in East Timor Leste" through an approved  funding assistance from the French Government.

Information Services

To maintain and strengthen collaboration with other SEAMEO VOCTECH  member countries and other interested institutions,   the Centre  has utilised different  medium both print and on-line  to  disseminate  relevant information   about its programmes and services.  Its print publications  include newsletters, brochures, research publications, journals and press releases.  While its digital publications include V-Net on participants’ database, a Virtual Library and a CD file of course outlines and outputs.  A library, reinforced by VTET books and references is open to public and private users.  TV coverage of Centre’s events has further enhanced the  information services. 

 

EXPANDING NETWORKING, COLLABORATION, AND INTERCHANGE

The Centre strived to cultivate a stronger partnership with the  SEAMEO member countries and other relevant VTET institutions  locally and internationally  to ensure the sharing of  expertise, information and other resources that  may  be valuable for the continuous improvements of the VTET programmes.

Currently, the Centre ventured into a number of staff exchange programmes with other SEAMEO Centres through a Memorandum of Agreement (MOA) between and among the Directors of INNOTECH, SEARCA and RETRAC.  The focus of the MOA is on staff exchange and resource sharing particularly on scientific materials and research studies/publications.  

Starting this year,  2 of our staff will undergo study visit/observation tour here in  the Philippines, particularly in SEARCA and INNOTECH.   We are confident  that this  staff  exchange development programmes will  make them more flexible in their approach in adapting to the different cultures and traditions of the different  participants attending trainings conducted by  SEAMEO VOCTECH.

Likewise, consultancy and information services, through the MOA will  be strengthened among the SEAMEO  Regional centers.  The process will  entail the involvement of  Specialists  from the other Regional Centres to serve as consultant or resource persons  in programmes areas requiring their expertise. 

This collaborative process, have greatly enhanced the centre’s visibility both locally and internationally.   This is one of the strategies the Centre employs to achieve a higher level of excellence towards quality assurance.

 

FUTURE PLANS

Pursuant  with ISO 9001:2000 and motivated by the emerging need of the times, that is to conduct training programmes using futuristic, enterprising, sustainable and holistic components or otherwise known as the F.R.E.S.H. Concept, the Centre will embark on specific programmes geared towards quality assurance. They are as follows

• Training programme for  Timorese participants in East Timor on entrepreneurship particularly on small and medium scale business.
  
  
• Research project involving Cambodia, Lao PDR. Myanmar and Vietnam on "Enhancing Skills Recognition" that may enable them to discover further their potential and capabilities as VTET practitioners.
  
  
• Follow-up Seminar of the Connecting Asia and Europe e-learn  Project in March    2006 - a project focusing on the improvement of open and  distance learning, values and pedagogical models via computer technology. This Seminar will help materialize the agreements made during the 13 December 2004 Meeting at the Centre, as participated by representatives from France, Germany and SEAMEO Centres, such as SEAMOLEC, Indonesia and SEAMEO VOCTECH.
  
  
• F.R.E.S.H. Conference in May 2006 - Various applications, apart from VTET  areas on research, ICT, management, curriculum, in-Service teacher training will be explored by educators from countries worldwide. 
  
  
• Acquiring a purpose-built building - This will house the fast increasing number of training programme participants.  These comprise not only local but also ASEAN participants.   
  
  
• Implementing continuous improvement schemes to cope or maintain the Centre’s ISO 9001:2000 certification. While the certification has enhanced the Centre’s image as a SEAMEO Centre and has contributed to better staff performance and service, the need to maintain will be great challenge to face for quality assurance.

 

CONCLUSION

The ultimate objective of quality assurance (TQM Handbook, SEAMEO VOCTECH, 2005) is not only measured through customer satisfaction but also customers’ loyalty through everyday achievement of customer’s satisfaction and fundamental values. To  attain  quality assurance,  an organisation needs to demonstrate its ability to consistently provide product and services that meets customer’s need and applicable regulatory requirements. It also  aims to enhance customer’s satisfaction through the effective application of  a  system, which  includes processes for continual improvement of the system and assurance of conformity to customer and applicable regulatory requirements.

As comprehensively discussed earlier, the achievement of quality assurance in VTET underwent a rigorous processes, which required a lot of changes and improvements in  the systems,  processes and infrastructures of the SEAMEO VOCTECH.  Not to mention  the tedious processes undertaken in the  planning/designing and implementing  of programmes that cater to the needs of the target clients/customers.

Undoubtedly,  all the initiatives and strategies employed by SEAMEO VOCTECH  to continuously improve its services and  products  in order to attain quality assurance are product of  handwork and the   magnanimous dedication/ commitment  of all the SEAMEO VOCTECH management and staff.  

REFERENCES

• Creech, Bill,  The Five Pillar of TQM, 1994, USA
  
  
• ISO 9001 Quality Assurance - New Site, 2005.
  
  
• Handbook for TQM and QCC, Brunei Darussalam, 2005.
  
  
• SEAMEO VOCTECH ISO 9001:2000 QUALITY MANUAL, Brunei Darussalam, 2004.
  
  
• SEAMEO VOCTECH  Digest,  Vol. 11 No.1, 2005, Brunei Darussalam