ExecUtive Self-evaluation Report - Chevron Training

FOREWORDDear Stakeholder,I would like to take this opportunity to welcome you asan interested party in the operations and management ofChevron Training & Recruitment Limited (‘Chevron’).Chevron is one of Ireland’s leading private training providers and we are accredited byQQI, Quality and Qualifications Ireland. Chevron was originally established in 2005 tomeet the mandatory training needs of people across a number of specialist sectors inIreland. Since that time Chevron’s operations have expanded to include a wide range oftraining and education activities in both the Further and Higher Education sectors.Chevron is committed to excellence in education and we seek to ensure that all ourlearners receive appropriate high quality support. We have a culture of continuousimprovement within Chevron and we continue to invest in our people and systems to makesure that our activities and processes continue to keep pace with the changingrequirements of interested parties. As part of our quality improvement efforts we alsobenchmark ourselves against other training organisations to compare experiences andoutcomes as a means of identifying best practice and opportunities for improvement.This QQI Quality Assurance System is designed to document and explain the QualityAssurance System in place for all QQI programmes delivered by Chevron. This QQI QualityAssurance System uses a framework based on the 11 core sections of QQI’s Core StatutoryQuality Assurance Guidelines, replacing the previous manual which was based on theprevious QQI framework. Chevron’s QQI Quality Assurance System is an integral part ofthe organisation’s overall ISO9001:2015 certified Quality Management System. Allinterested parties and stakeholders are reminded that nothing in the overarching ISO9001:2015 Quality Management System may override the specific requirements of theQQI Quality Assurance document in relation to the delivery of QQI programmes.We are here to assist and guide all our stakeholders, so please free to contact any of ourteam members with any query that you may have.Karl FitzpatrickManaging DirectorChevron Training & Recruitment Limited

1 P ag eLIST OF ABBREVIATIONSChevronChevron Training and Recruitment Limited*CPDContinuing Professional DevelopmentETBEducation & Training BoardFEFurther EducationHEHigher EducationKPIKey performance indicatorISOInternational Standards OrganisationLMSLearning Management SystemQAQuality AssuranceQAAQuality Assurance Agency for Higher Education (UK)QQIQuality and Qualifications IrelandNFQNational Framework of QualificationsSEOSearch Engine OptimisationUELUniversity of East LondonVLEVirtual Learning Environment* Note: all references to ‘Chevron’ in the following pages refer to the legalentity ‘Chevron Training and Recruitment Limited’Chevron Training QA Manual v5 19 Nov 18Chevron Training & Recruitment 2018

1 P ag eCONTENTS1. THE CONTEXT OF QUALITY ASSURANCE WITHIN CHEVRON . 11.1PURPOSE AND SCOPE OF THE QUALITY ASSURANCE SYSTEM . 11.2BACKGROUND AND CONTEXT OF CHEVRON. 21.2.1LAUNCH AND DEVELOPMENT . 21.2.2EXPANSION AND QUALITY FOCUS. 21.2.3RECRUITMENT SERVICE . 21.2.4TRAINING DELIVERY MODES . 31.2.5BLENDED LEARNING . 31.2.6HIGHER EDUCATION . 41.3ORGANISATION AND MANAGEMENT . 51.3.1BUSINESS OVERSIGHT . 51.3.2MANAGEMENT REVIEWS. 61.4QUALITY INITIATIVES & ACADEMIC AUTHORITIES. 71.4.1BENCHMARKING . 71.4.2LEADERSHIP AND ALIGNMENT. 81.4.3MISSION STATEMENT . 81.4.4SERVICE QUALITY AND LEARNER CHARTER . 91.4.5SERVICE DELIVERY . 101.4.6ACADEMIC COMMITTEE . 111.4.7PROGRAMME REVIEWS . 121.4.8PROGRAMME DELIVERY . 131.5MONITORING THE EFFECTIVENESS OF THE QA SYSTEM . 131.5.1INTERNAL QA AUDITS . 131.5.2RISK MANAGEMENT . 131.5.3THE ROLE OF FEEDBACK . 141.5.4COMMITMENT TO CONTINUOUS DEVELOPMENT AND IMPROVEMENT . 141.5.5TEAM BUILDING AND COMMUNICATIONS . 142. TRAINING & EDUCATION: ROLES AND RESPONSIBILITIES . 162.12.2TRAINING . 162.1.1TRAINING MANAGER ROLE . 162.1.2PROGRAMME LEADER ROLE . 172.1.3PROGRAMME TUTOR/LECTURER ROLE . 172.1.4PROGRAMME ADMINISTRATOR ROLES . 182.1.5QA COORDINATOR & PROJECT MANAGER ROLE . 18SALES & MARKETING ROLES. 18Chevron Training QA Manual v5 19 Nov 18Chevron Training & Recruitment 2018

2 P ag e2.2.1SALES MANAGER ROLE . 182.2.2TRAINING CONSULTANTS’ ROLE . 192.2.3WEB MARKETING & ANALYSTICS TEAM ROLES. 192.3OPERATIONS MANAGEMENT ROLES . 192.3.1OPERATIONS MANAGER ROLE . 192.3.2FINANCE TEAM ROLES . 192.4LEARNER SUPPORTS . 202.5EXTERNAL ACADEMIC COMMITTEE MEMBERS’ ROLES . 203. THE QUALITY ASSURANCE SYSTEM . 214. GOVERNANCE AND MANAGEMENT OF QUALITY (QA POLICY 1) . 224.1POLICY POSITION & OWNERSHIP . 224.2CHEVRON’S GOVERNANCE STRUCTURE . 224.3MANAGEMENT BOARD AND GOVERNANCE . 234.4ACADEMIC GOVERNANCE . 244.4.14.5PROGRAMME LEADERS . 26NEW PROGRAMME DEVELOPMENT AND VALIDATION . 264.5.1PROGRAMME DEVELOPMENT BRIEF AND BUSINESS CASE . 274.5.2PROGRAMME DEVELOPMENT TEAM . 284.6PROGRAMME MONITORING . 294.7MANAGEMENT OF QUALITY ASSURANCE . 294.7.1ROLE OF QUALITY COMMITTEE. 304.7.2EMBEDDING A QUALITY CULTURE . 305. DOCUMENTED APPROACH TO QUALITY ASSURANCE (QA POLICY 2) . 325.1POLICY POSITION & OWNERSHIP . 325.2QA PROCEDURES COMMITTEE . 325.3DOCUMENTED POLICIES AND PROCEDURES . 325.3.1POLICY TEMPLATES . 335.3.2DOCUMENT CONTROLS . 336. PROGRAMMES OF EDUCATION AND TRAINING (QA POLICY 3). 366.1POLICY POSITION & OWNERSHIP . 366.2NEW PROGRAMME DEVELOPMENT – NEEDS IDENTIFICATION . 366.2.1PROCESS AND OUTCOMES APPROACH . 376.2.2PRELIMINARY APPROVAL OF THE BUSINESS CASE . 386.3PROGRAMME DELIVERY . 406.3.1LEARNER ADMISSION AND PROGRESSION OPPORTUNITIES . 406.4PROGRAMME REVIEWS . 436.5PROTECTION OF ENROLLED LEARNERS (PEL) . 44Chevron Training QA Manual v5 19 Nov 18Chevron Training & Recruitment 2018

3 P ag e6.6REVALIDATION OF PROGRAMMES. 447. STAFF RECRUITMENT, MANAGEMENT AND DEVELOPMENT (QA POLICY 4) . 457.1POLICY POSITION & OWNERSHIP . 457.2STAFF RECRUITMENT . 457.2.1DEVELOPING ONLINE COMPETENCIES & EXPERTISE . 477.3STAFF TRAINING & DEVELOPMENT . 477.4STAFF COMMUNICATIONS . 498. TEACHING AND LEARNING (QA POLICY 5). 508.1POLICY POSITION & OWNERSHIP . 508.2PROMOTING A LEARNING ETHOS. 508.3BENCHMARKING . 528.4PEDAGOGICAL METHODS AND THE LEARNING EXPERIENCE . 528.4.18.5MONITORING THE LEARNING EXPERIENCE . 52LEARNING ENVIRONMENT & ONLINE DELIVERY . 558.5.18.6ONLINE & BLENDED LEARNING . 55LEARNER SUPPORTS . 578.6.1ACCESSING & REVIEWING LEARNER SUPPORTS . 579. ASSESSMENT OF LEARNERS (QA POLICY 6) . 589.1POLICY POSITION & OWNERSHIP . 589.2CONTEXT OF ASSESSMENT OF QQI PROGRAMMES. 589.3OVERVIEW OF ASSESSMENT PROCESS WITHIN CHEVRON . 599.4ASSESSMENT TECHNIQUES . 609.5CHEVRON’S ASSESSMENT FRAMEWORK . 609.5.1PLANNING ASSESSMENTS . 619.5.2ASSESSMENT INFORMATION FOR LEARNERS . 629.6SECURITY AND INTEGRITY OF ASSESSMENT. 639.7ASSESSMENT FACILITIES . 649.7.1REASONABLE ACCOMODATION . 649.8CONSISTENCY OF ASSESSMENT. 679.9INTERNAL VERIFICATION. 689.10CROSS MODERATION PROCESS . 699.11EXTERNAL AUTHENTICATION . 699.12FEEDBACK TO LEARNERS. 719.13LEARNER APPEALS . 719.14RESULTS APPROVAL . 729.15CORRECTIVE ACTIONS. 73Chevron Training QA Manual v5 19 Nov 18Chevron Training & Recruitment 2018

4 P ag e10. SUPPORTS FOR LEARNERS (QA POLICY 7) . 7410.1POLICY POSITION & OWNERSHIP . 7410.2LEARNER SUPPORTS . 7410.3REVIEWS OF LEARNER SUPPORTS . 7511. INFORMATION AND DATA MANAGEMENT (QA POLICY 8) . 7611.1POLICY POSITION & OWNERSHIP . 7611.2INFORMATION TYPES AND FORMATS . 7711.3SERVICE PROVIDERS AND DATA MANAGEMENT. 7711.3.1 TRANSMISSION OF QQI CERTIFICATION DATA. 7811.4DATA PROTECTION & PRIVACY POLICY . 7811.5MANAGEMENT INFORMATION SYSTEMS (MIS) AND DECISION-MAKING . 7911.5.1 MEASURING LEARNER PROGRESS . 8011.6MIS AND FUTURE PLANNING . 8011.7RECORDS MAINTENANCE, RETENTION & DISPOSAL . 8211.8ONLINE CONTENT . 8312. PUBLIC INFORMATION AND COMMUNICATION (QA POLICY 9) . 8412.1POLICY POSITION & OWNERSHIP . 8412.2APPROVAL OF COMMUNICATIONS . 8412.3LEARNER INFORMATION. 8512.3.1INFORMATION FOR ONLINE LEARNERS . 8613. OTHER PARTIES INVOLVED IN EDUCATION AND TRAINING (QA POLICY 10) . 8713.1POLICY POSITION & OWNERSHIP . 8713.2PEER RELATIONSHIPS. 8713.3MANAGING CONFLICTS OF INTEREST . 8813.

Quality Assurance Guidelines, replacing the previous manual which was based on the previous QQI framework. Chevron’s QQI Quality Assurance System is an integral part of the organisation’s overall ISO9001:2015 certified Quality Management System. All interested parties and stakeholders are reminded that nothing in the overarching ISO