Microsoft IT Academy Programme

Quality Assessment and Improvement Manual

V 3.0

Quality Assessment and Improvement Manual

Contents

Overview for IT Academies 1

Responsibilities: 2

Quality Standards: 2

Quality Process: 3

Quality Audits and Site visits: 3

Role of the Quality Representative: 3

Role of the Assessor 3

Visit Guidance Notes 5

The Visit 5

Prior to the visit 5

During the visit 5

After the visit 5

Areas Reviewed during the Visit 6

Appendix

Assessor Guide……………………………………………………………………………………………..1

Related Documents…………………………………………………………………………………………5
Overview for IT Academies

1.  Identify a Quality Representative. The role is defined in more detail later in this document.

2.  Ensure that this manual and the related checklist are available to the Quality Representative.

3.  Make sure that, where appropriate, the “Programme Guide” and “Terms and Conditions” are available to the Quality Representative. They define the programme benefits and responsibilities.

4.  Attend the induction session for newly recruited IT Academies given by The Microsoft Academy Team.

5.  Make sure that all appropriate staff of the IT Academy are aware of the quality responsibilities, in particular, the appointment of a Quality Representative and the need for self assessment.

6.  Assessment visits to IT Academies and other related activities take place at regular intervals. The quality assessment and improvement process should be used to maintain the highest quality standards from the date of joining. Where improvements are identified through self-assessment or assessment visits, the Academy Quality Representative has responsibility for the successful completion of the improvements.

7.  Contact the Microsoft Academy Team if you need assistance on quality issues, or if you wish to escalate a problem related to the quality assessment and improvement programme.

Microsoft IT Academy Quality Requirements

Responsibilities:

The Microsoft Education Group Manager holds responsibility for the definition and maintenance of quality standards.

The appointed Independent Third Party Assessor assists the Microsoft Education Group Manager in defining the appropriate quality procedures and standards, and verifies the implementation of these standards.

The Microsoft Academy Team administers the Quality System for the Programme. This includes the definition of quality requirements, maintenance of documentation, agreement with IT Academies for verification inspections by the Independent Third Party Assessor, and the maintenance of quality records.

Quality Standards:

The standards reflect exemplary industry practice and cover the following key areas:

·  Centre Facilities

·  Equipment

·  Classroom Facilities

·  License Control

·  Student Feedback

·  Complaints and Compliments

·  Marketing

·  Certification

·  Programme and Candidate Benefits

·  Administration

and most importantly, customer satisfaction.

IT Academies should maintain records that are necessary to support the aims of the assessment programme. These records should include:

·  Software Licensing

·  Student feedback

·  Complaints and compliments

·  Course and candidate records

·  Trainer records

Quality Process:

Quality is a responsibility at all levels, and a key feature of the process is self-assessment. A self-assessment checklist is provided as an aid to quality control. Self-assessment is a mandatory part of the process. Each IT Academy should designate a member of staff to be the Quality Representative. This person administers the quality process on behalf of their organization

Quality Audits and Site visits:

A major benefit of The Microsoft Academy Programme is the site visit.

Assessment visits:

·  Provide an independent account of the quality of the programme

·  Bring about improvement, by identifying strengths and weaknesses and highlighting good practice

·  Promote a culture of self-assessment for Academy members, leading to continuous improvement or maintenance of very high quality standards.

The visits engage members of the IT Academy staff, and form a joint process involving the Assessor and the IT Academy Quality Representative.

Assessment visits are conducted so that:

·  Sufficient evidence is gathered from observation, candidates, Academy staff and from documentation, to sustain effective judgments

·  Judgements are consistent with the evidence, and overall findings reflect the collective view of those taking part in the assessment process

·  The reporting and communication of findings is clear, convincing and is part of the development and improvement process.

Where assessment visits identify issues for improvement, these form the basis for agreed action plans.

The Microsoft Academy Programme Quality Assessment and Improvement Process have a similar structure to the Internal Verifier (IV) and External Verifier (EV) relationship used in many assessment programmes. In the Academy process, the Quality Representative performs an IV role, with the Assessor acting as the EV.

The current version of all Quality Assurance documentation can be obtained from your Account Manager.

Role of the Quality Representative:

This role is crucial to maintaining exceptionally high standards of quality in the IT Academy programme. The designated person acts as the link between the IT Academy and the Microsoft Academy Team. Their dual role within the Academy Programme is to monitor and maintain standards, and to take responsibility for continuous improvement.

Key requirements for the role are:

·  Locating and monitoring records

·  Carrying out self-assessment of the Academy, and advising the Academy management when quality standards do not meet the Microsoft Academy QA guidelines

·  Working with the Assessor to provide an effective assessment, verification and improvement process.

Role of the Assessor

The role of the Assessor is to support the Quality Representative. The role includes:

·  Research and plan a site visit.

·  Carry out a joint assessment with a suitable staff member from the IT Academy

·  Prepare a “visit record and grading sheet” based on the joint assessment

·  Agree and document a suitable action plan where necessary.

·  Obtain and document feedback on the programme and ensure that it is passed to an appropriate destination.

The Assessment Process

Before the assessment visit, the Independent Third Party Assessor:

·  Confirms the name of the IT Academy Quality Representative and requests that the Academy completes a self assessment check list before the visit.

·  Confirms the status of the quality process and discusses outstanding actions from previous assessments.

·  Agrees the date, time of the visit and the availability of records.

·  Confirm the assessment process, and explains how sampling and verification takes place.

During the assessment visit the following process is followed:

·  A short professional discussion to confirm the status of the quality process.

·  Inspection, verification and sampling of records and facilities, including those listed in the self-assessment check list.

·  The joint completion of a visit record and grading sheet.

·  The creation of action plans to address outstanding issues, with immediate actions to address any shortfall in key indicators. The action plans will include target dates for completion.

·  The documentation of feedback

After the assessment visit:

·  The visit record and grading sheet, including action plans, is filed by the Assessor with the Microsoft Academy Team.

·  The IT Academy will be responsible for the completion of the agreed action plans.

Visit Guidance Notes

The Visit

Prior to the visit

·  The IT Academy is telephoned to arrange the Quality Assessment visit, and the Assessor completes the front page of the “Visit record and grading sheet”. This is to ensure that a suitable member of staff and appropriate access is available. The IT Academy QA representative completes a self-assessment using the Quality Checklist before the Assessor visit.

During the visit

·  The Assessor and The Quality Representative will seek evidence to confirm that the Academy has met the high quality requirements of the Academy Programme. The table in the Quality Manual, “Assessor guide” is used as the basis for grading.

·  The Assessor gives an opportunity for the Academy to provide input to the future direction and delivery of the programme.

·  Where improvements are needed, the Academy is asked to agree an action plan. The action plan should fully detail how the issues will be resolved, who will take responsibility and a completion date. The visit concludes with completion of an action plan. The IT Academy holds responsibility for remedial actions to be completed.

After the visit

·  The content of the “Visit record and grading sheet” and associated feedback or action plans are agreed with the Academy before filing with the Microsoft Academy Team. It is the responsibility of the Assessor to ensure that the feedback is passed to an appropriate destination and it is the responsibility of the Quality Representative that any action plans are implemented.

Areas Reviewed during the Visit

1 Academy facilities

·  Check that the appropriate current Microsoft IT Academy Plaque is displayed in a suitable location. This is to advertise to candidates that they are part of an approved delivery programme. The Plaque should be located in an area that will be visited by candidates.

·  General environment: This should be appropriate, and reflect high standards of training provision.

·  Visitor handling: Reception staff should be able to access information about the training provision provided by The IT Academy Programme

2 Equipment

For all training locations, compliance with the equipment requirements is checked. All Microsoft courses have to be delivered on hardware equal to or greater than that specified in the Setup Guides. This is to ensure that the training is delivered under the best possible circumstances using equipment with a suitable specification relevant to the course.

The Assessor selects one or two courses, and the Academy is asked to identify the relevant hardware that was used for the training. The following categories (where applicable) are checked:

·  Processor

·  Hard Disk

·  RAM

·  DVD/CD ROM

·  Monitor

The equipment should be clean, safe and provide an effective working environment.

3 Classroom facilities

It is important that the training location has suitable facilities. For all training locations, the facility requirements (listed below) are inspected (where applicable):

·  Projection equipment (including brightness and visibility)

·  One PC per student

·  Provision of black/whiteboard

·  Lighting control

·  Temperature control

·  General classroom layout

4 License control

It is a legal requirement to comply with license limitations. The Academy has to keep suitable records to show compliance with correct registration under the Limited Software License. Suitable records could include the recording of volume license key holders, the source material for duplicated software, number of installed users and the understanding of End User Licence Agreements (EULA).

5 Student Feedback

·  The Academy will outline the procedure for collecting student evaluation.

·  The Assessor selects one or two courses and the Academy is asked to provide records of the student evaluations or other types of feedback obtained from the candidates. This could include feedback forms, group discussion notes or other suitable documented comments.

·  The Academy describes and provides reports from any analysis and tracking of student evaluations, and demonstrates the process for using this feedback to support continuous improvement.

6 Complaints and Compliments

·  The Academy will outline their Complaints and Compliments Procedure and produce copies of the associated documentation including tracking and resolution.

7 Marketing

It is important that the marketing guidelines are followed and that the use of the Academy logo is widespread but controlled. The Academy will produce samples of documentation to confirm that the marketing is appropriate, for example:

·  Course Schedule

·  Web Page

·  Prospectus

·  Stationary

·  Other

The Academy should be able to demonstrate growth or progression within the Microsoft Academy Programme.

8 Certification

The Academy describes how students are provided with information on Microsoft certification as an aid to individual career progression. This information would typically include the location, content, frequency and cost of examinations and the current achievement rates.

9 Programme and candidate benefits

The Academy produces examples of all documentation relating to the provision of information to students on Microsoft Student Licenses, career development, and other benefits that may occur within the Microsoft Academy Programme.

10 Administration

All Academies must maintain course or learning records. The minimum information required is:

·  Names and dates of courses or learning programmes.

·  Student names and contact details

·  Name of trainer

·  Achievement rates

All Academies are required to maintain Academy administration records. The minimum information required is:

·  Name and contact details of all trainers (including sub contractors)

·  Copies of relevant certifications for trainers including MCT or MMI.

·  Quality Assurance records

·  All changes to registration information communicated to the Account Manager

·  Records to support the use of approved learning materials

The Academy is asked to describe the procedure used to ensure that the trainers are adequately prepared to deliver Microsoft courses to a high standard, and provide copies of any reports or analysis which are used to track trainer development. The Academy should be able to demonstrate the use of this information to support continuous improvement.

Feedback

During the visit, IT Academies are given the opportunity to comment on any aspects of The Programme or of the visit by The Assessor

Version 3.0 June 2004

- 5 -

Quality Assessment and Improvement Manual

Appendix

Assessor guide to the award of grades

The interpretation of the quality indicators should be influenced by their potential effect on a candidate. The figure in parentheses can be used as a guide to the component value of key indicators. This is the value that should be deducted for non-compliance. Where it is expected that there will be supporting records, an indication of the type of record has been made in the appropriate section.
Score 5 if all relevant conditions are met. If the description is not relevant there should be no penalty applied.
Category / Key quality indicators - / Maximum score
1. Academy facilities – Academy plaque / ·  The plaque is displayed where it is clearly visible to candidates. Score 0 if it is not displayed, or displayed in an area where candidates or members of the public have no access (5) / 5
1. Academy facilities – General environment / ·  Cleanliness and maintenance of the training facility and reception area (1)