SQT Quality Manual

7/31/2019 SQT Quality Manual

1/82

SQTs Quality Manual

Section 1 Communications

Section 2 Equality

Section 3 Staff Recruitment and DevelopmentSection 4 Access Transfer and Progression

Section 5 Programme Development, Delivery and Review

Section 6 Fair and consistent assessment of learners

Section 7 Protection for Learners

Section 8 Sub-contracting/Procurement Programme Delivery

Section 9 Evaluation of Programmes and Services/Quality Management System

Section 10 Quality

Section 11 Data Protection


2/82

Section 1

Communications


3/82

SQT-P1 Rev 3

Communications Policy

SQT Training is committed to facilitating effective communications with all stakeholders in

our work. Our policy is to ensure that communication with tutors, administrative staff,

learners, customers and external agencies is clear, accurate and timely.

SQT Training believes that good communication is a two-way process that involves

providing clear, accurate information and receiving constructive feedback. To this end we

are committed to providing relevant information on our courses and services to all

stakeholders and encouraging and capturing their feedback, which we utilise to ensure that

our services consistently meet or exceed the needs and expectations of learners and other

stakeholders.

All key SQT records are kept for a minimum of three years.

Relevant Procedures and Work Instructions are:

SOP-P1-1 - SQT Communications with Learners

SOP-P1-2 - SQT Communications with staff

SOP-P1-3 - SQT Communications with Stakeholders

WI-002 Public Course Administration

WI-005 In-House Course Administration

WI-003-Communications-Marketing to Customers

WI-007 Course Assessment Forms


4/82

Procedure Title: SOP-P1-1 Communication with Learners Rev 2

SOP-PI-!

Purpose: This procedure describes how SQT Training ensures there are effective, relevant, accurate and tlearners.

Staff Involved: Course Managers and Tutors

Method(s) used to carry out this procedure Who does it Evidence generated

SQT Trainings website provides information on all availablecourses plus a 6 monthly course schedule with traininglocations, cost and detailed tutor profiles.

Marketing Manager Course Brochure

SQT Website

6-monthly Course T

Course Assessment Forms are completed by each delegateon completion of a course to provide feedback on coursestrengths and weaknesses to both Course Tutor and SQTmanagement. Similar form completed by course tutors.

Learners

Tutor

Course Assessmen

Tutor Report

Communications-Marketing to Customers (WI-003) Marketing Manager Monthly email and f

Advertising in print

Course Assessment Forms (WI-007) Managing Director

Course Managers

Course Assessmen

Course Organisers

Access DatabaseTutor Reports

Weekly KPI Report


5/82

Procedure Title: SOP-P1-1 Communication with Learners Rev 2

SOP-PI-!

Public Course Administration (WI-002) and In-House CourseAdministration (WI-005) detailing all aspects of learnercommunication with SQT training at all stages of the bookingand training process.

Course Manager Enquiry mailsBooking forms

Records of Course

Monitoring

Monitor (Job Title) Frequency Monitoring Method(s)

Course Managers Daily

Weekly

Review of booking system and enquiries

Review of Course Assessment Forms and T

Managing Director Weekly Review of Course Assessment Forms and T

Managing Director Weekly Review Company KPIs (Key Performance I

Tutor Per Course Review of Course Assessment Forms


6/82

Procedure Title: SOP-P1-2 Communication with Staff Rev 2

Purpose: This procedure describes how SQT Training ensures there are effective, relevant, accurate and tTraining Staff.

Staff Involved: Managing Director, Tutors, Administration Staff


Weekly Staff Meetings Administration Staff Meeting Minutes

Open Items Databa

Email confirmations to tutors will full details of course

arrangements and logistics

Course Managers Email records

Access Database R

Tutor Report completed by course tutor following coursedelivery to provide feedback and suggestions forimprovement

Course Tutors Tutor Report

PIN (Potential for Improvement Notice) completed for anyimprovements to be implemented in either the logistics,organisation or running of a particular course. It showsresponsibility, action and timeframe for completion.

Administration Staff PIN Reports

Academic Committee Meetings Managing DirectorProgrammeManager

Meeting Minutes

Monitoring


SOP-PI-2


7/82

Managing Director Weekly Meeting Minutes

Open Items Database

Managing Director Weekly Review KPIs (Key Performance Indicators)

SOP-PI-2


8/82

Procedure Title: SOP-P1-3 Communication with Stakeholders Rev 2

Purpose: This procedure describes how SQT Training ensures there are effective, relevant, accurate and tStakeholders (Training venues, Employers of Learners, Awarding bodies etc.) in our Training Act

Staff Involved: Administration Staff, Managing Director, Tutors

Method(s) used to carry out this procedure Who does it Evidence generated by

Weekly Staff Meetings Administration Staff Meeting Minutes

Open Items Database

Course arrangements and confirmations to hotels and

other training venues as appropriate

Course Managers Email confirmations fro

Course Programme review and discussion with Companycourse organisers

Course Managers

Tutors

Course Brochures/Rev

Marketing of 6-monthly SQT Course Calendar (Ref WI 003)

Marketing Manager SQT Training Calendar

Communication with Awarding bodies e.g., FETAC,HETAC, IRCA, FAS, Chamber Ireland, NEBOSH, IOSH,IEMA.

Managing DirectorCourse Managers

Exam Secretary

Reports/Written Corres

Website showing all SQT course offerings and details ofcourses delivered

Marketing Manager Current Website

SOP-P1-3


9/82

Email instructions on layout and logistic requirements forHotel Training Facilities

Course Managers Training Facilities Spec

Approved Venue Log

Emails of course confir

Communications-Marketing to Customers (WI 003)

showing course offerings, dates, locations etc.

Marketing Manager Mailshots/Fax shots

Monitoring


Managing Director /

Course manager

Weekly Review KPIs

Weekly Staff Meetings

Review Website

Review Calendar (prior to publication)

SOP-P1-3


10/82

Section 2

Equality


11/82

SQT-P2 Rev 3

Equality Policy

SQT Training is committed to providing equality to all learners and staff regardless of their

age, gender, marital status, disability, religion, sexual orientation, race, nationality, or

ethnicity.

SQT Training aim to provide learners and staff with an environment free from discrimination

and harassment and ensures that its policies, procedures and practices do not create any

disadvantage or disincentive to any staff, learners or potential learners.

SQT Training recognise that the learning environment for both staff and learners must be

one that values and promotes individual differences.


SOP-P2-1 - SQT Equality Training

SOP-P2-2 - SQT Equality Planning

WI-010-Staff Recruitment & Development


12/82

Procedure Title: SOP-P2-1 Equality Training Rev 2

Purpose: This procedure describes how SQT Training ensures that staff are aware of equality issues and hequality and combat discrimination

Staff Involved: Tutors, Administrative Staff, Managing Director


All administrative staff and tutors are provided with a copy ofthe SQT Equality policy. Staff Induction Training (Ref WI -010)

Managing Director Equality Policy (SQ

Training Records

Information to tutors to make tutors aware of equality issuesto combat discrimination and understand their role inembracing diversity

Managing Director/

Marketing Manager

Record of informati

Weekly Staff Meetings Administrative Staff Meeting Minutes

Open Items Databa

Weekly KPIs

Monitoring


Managing Director/Course

Managers

Per Course Feedback on Course Assessment Forms

Tutor Reports

Customer visits

Managing Director 6-monthly Review Training Records

Managing Director Annually Review Equality Policy

SOP-P2-1


13/82


14/82

Section 3

Staff Recruitment and

Development


15/82

SQT-P3 Rev 3

Staff Recruitment and Development Policy

SQT Training will pursue employment policies and practices that will promote equality of

opportunity. In addition, SQT Training will ensure that personnel practices, covering such

areas as recruitment and selection, training and development, terms and conditions of

employment of full-time and part-time staff, reflect the principles of our Equality and other

policies.

Selection for employment, promotion, training or any other benefit will be based solely on

aptitude and ability.

The aim of this policy is to help all staff to develop their full potential so the talents and

resources of SQT Training can be fully utilised to maximise the efficiency of our organisation

and the services we provide to our customers.


SOP-P3-1 - SQT Staff Recruitment and Allocation

SOP-P3-2 - SQT Staff Induction

SOP-P3-3 - SQT Staff Development

SOP-P3-4 - SQT Organisation

WI-010-Staff Recruitment & Development


16/82

Procedure Title: SOP-P3-1 Staff Recruitment and Allocation Rev 2

SOP-P3-1

Purpose: This procedure describes how SQT Training recruits, allocates and monitors new members to the

Staff Involved: Managing Director, Programme Managers/Tutors, Administrative Staff


Website (Vacancies section) Marketing Manager Current Website

Selection of Programme Managers/Tutors Managing Director

ProgrammeManagers

Details of Academic

Meeting minutes

References

Tutor Business Agr

Course Tutors Competency Criteria to ensure trainers areselected for their academic, training and practical hands-onexperience relevant to their field of training.

Managing Director Programme Delivercourse tutors

Course Assessmen

Selection of Administration Staff Managing Director Job Advertisements

Job Descriptions

Applicant CV Datab

Shortlists of Applic

Interview Records

Monitoring


17/82

Procedure Title: SOP-P3-1 Staff Recruitment and Allocation Rev 2

SOP-P3-1


Managing Director Per Course Review Course Assessment Forms per tuto

Managing Director Every 6 months Review Meeting with Programme Managers


18/82

Procedure Title: SOP-P3-2 Staff Induction Rev 2

Purpose: This procedure describes how SQT Training provides induction training

Staff Involved: Administration Staff, Programme Managers, Tutors, Managing Director


Meetings/Induction Pack for all new ProgrammeManagers/Tutors

Induction training for all new Administration staff

Competent Staff Minutes meetings

Training Records

Monitoring


Managing Director Weekly KPI performance

SOP-P3-2


19/82

Procedure Title: SOP-P3-3 Staff Development Rev 2

Purpose: This procedure describes how SQT Training ensures that our staff training, development and supaddressed.

Staff Involved: Administration Staff, Tutors, Managing Director


Review of training, development and support needs Managing Director Review meetings toratings/feedback antraining and develo

Training Plan

Training budget

Consultancy Tutors Various Data

Attendance on training Courses All Updated Tutor CVs

Training Records

Monitoring


Managing Director 6 monthly Review meetings with Tutors/Administration

SOP-P3-3


20/82

Procedure Title:SOP-P3-4

SQT Organisation Rev 5 Date: 25 Nov08

SQT Governing Body

Academic Committee Examination Board SQT AdministrationTutors

SQT Governing Body

Lily Collison MA, MSc

Siobhan Cunningham ND Electronics


21/82



SQT Academic Committee

There are ten SQT Academic Committees. The Academic Committees report to the SQT Governing

Body.

In each case, the Academic Committee consists of the relevant Programme Manager and SQT

Director. The current Programme Managers are as follows:

Subject Area Programme Manager

Six Sigma / Lean John RyanContinual Process Improvement Albert Plant

Project Management Liam Dillon

Quality / Health & Safety / Environment / Management Systems /Energy Management

Gerry Higgins

Occupational Health Gloria Grace

Leadership & Personal Development Skills Janet Grene

Food Safety / Nutrition Denis Kiely

Laboratory Liam O'hAlmhain

Healthcare 1 Mary Rose O'Mahony

Healthcare 2 John Lafferty

Role of the Academic Committee

The Academic Committee is responsible for all aspects of the academic integrity of all

programmes/courses. A number of formal meetings of the committee are held to ensure

compliance with SQT and relevant external procedures.

For the approval of new programmes, the Academic Committee for that subject area meets each

time there is a proposal to ensure that it is designed and approved in accordance with SOP-P5-2.

For the ongoing monitoring of programmes, the Academic Committee for HETAC accreditedcourses meets twice per year to conduct the biannual review in accordance with SOP-P5-1. For

other courses, the Academic Committee meet at an appropriate frequency.

SQT Examination Board HETAC accredited courses

The SQT Exam Board consists of:

- SQT Director

- SQT Examination Secretary- Relevant Programme Manager- Relevant External Examiner

SQT Examination Board FETAC accredited courses


22/82



The SQT Exam Board (Results Approval Board) consists of:

- SQT Director- SQT Examination Secretary

Role of SQT Examination Board:

- Ensure the fair and consistent assessment of learners

Role of External Examiner:- Moderate assessment process to ensure fair and consistent assessment of learners- Evaluate effectiveness of assessment of learners to ensure compliance with awarding bodys

standards

- Issue annual external examiners report


23/82



SQT Administration

Eilish CumminsCourse / Systems

Manager

Aishling KellyCourse/Marketing

Manager

Lisa KeatingCourse Manager

Kim FeehanAccounts

Administrator /Course Manager

Frances KilleenCourse Materials

Manager

Margie SheehanCourse Materials

Mgt. SystemDevelopment

Process Efficiency

IT SystemAdministration, Server,

Network, Telephone

Website / AccessMaintenance

Outside Agency ExamSecretary Co -ordinator

Database Administration

Marketing Administration(Mailshots, Faxshots,

Calendar)

Website / AccessMaintenance

In-House Sales / AdminPublic Courses Sales/

Admin

Searches/Key words/speed

Website Development

In-House Sales / AdminPublic Courses Sales/

Admin

QuickbooksAdministration

Accounts PayableAccounts Receivable

Procurement AdminSuppliers/Pricing Neg

Master LibraryMaintenance

Course Manual PrepCourse Training Kits

PhotocopierMaintenance



In-House Sales /Admin

Public Courses Sales/Admin

Tutor ReportingCourse Quality Metrics

Marketing Administration(Mailshots, Faxshots)


In-House Sales / Admin

SQT Administration Staff

Sinead ClintonCourse Manager


In-House Sales / Admin

Ann GriffinCourse Materials




24/82

Section 4

Access Transfer and

Progression


25/82

SQT-P4 Rev 3

Access, Transfer and Progression Policy

SQT Training aim to ensure that all potential learners can avail of fair and transparent entry

arrangements to all courses. This will be achieved by providing learners with accurate and

reliable information that will enable them to plan their learning on the basis of clear

understanding of information such as the awards available, the objectives of the courses, themain subject matters covered and timescales involved.

As a provider of Special Purpose/Minor FETAC/HETAC Awards, at present SQT Training

does not grant credits for recognition of prior learning. We are committed to meeting

FETAC/HETAC requirements in this regard.


SOP-P4-1 - SQT Information Provision

SOP-P4-2 - SQT Learner Entry Arrangement


WI-024-Review of Course Applications


26/82

Procedure Title: SOP-P4-1 Information Provision Rev 2

Purpose: This procedure describes how SQT Training ensures that learners have sufficient information on associated services to allow them to make informed choices

Staff Involved: SQT Administration Staff, Programme Manager, Tutors, Managing Director


Course Brochures

These give an overview of the course, the mainlearning objectives of the course and a description of

the types of learners e.g. job function, priorknowledge/experience etc. who should considerattending.

These also identify any certificates or professionalqualifications that will be achieved by attending thecourse.

Discussion with delegates at course booking stage on coursecontent and assessment methods

Introduction to course by tutor at course commencement

Administration Staff


Course Tutor

Course Description

Course Objectives

Who should attend?Assessment Metho

6-monthly calendar (dates, locations, durations, costs) Marketing Manager Calendar records (o

Website Marketing Manager Current website (ww

SOP-P4-1


27/82

Monitoring


Managing Director /

Programme Manager

6 monthly Review of course brochures prior to publica

calendars

SOP-P4-1


28/82

Procedure Title: SOP-P4-2 Learner Entry Arrangements Rev 2

Purpose: This procedure describes how SQT Training ensures that learner entry requirements are clearly iprospective delegates and these arrangements are fair and transparent.

Staff Involved: Administration Staff, Programme Managers and Managing Director


Course Brochures

These give an overview of the course, the main learning

objectives of the course and a description of the types oflearners e.g. job function, prior knowledge/experience etc.and who should consider attending.

Training proposals also identify any maximum coursedelegate numbers.

Administration Staff Course Description

Course Objectives

Assessment Metho

Who should attend?

6-monthly calendar (dates, locations, durations, costs) Marketing Manager Calendar records (o

Website Marketing Manager Current website (ww

Monitoring


Managing Director/Programme Managers

6 monthly Review of course brochures prior to issuing

SOP-P4-2


29/82

Section 5

Programme

Development, Delivery

and Review


30/82

SQT- P5 Rev 3

Programme Development, Delivery and Review Policy

SQT Training aim to ensure that the courses they offer are developed, delivered and

reviewed consistently, professionally and safely. SQT Training believe that programme

development and delivery should focus on a number of critical criteria, namely;

Identification of learner needs i.e. knowledge, skills and behaviour to be disseminated.

Development of effective evaluation methods to assess learning achieved.

Determination of learning methodologies that facilitate the learning process.

Generation of learning materials of the highest quality.

Delivery of programmes in a relevant, competent and consistent manner in a safe

environment.

To this end, SQT Training has developed detailed guidelines and procedures that detail the

processes required when developing, delivering and reviewing approved programmes.

SQT Training pay particular attention to the feedback of our learners, staff and tutors as a

method of identifying opportunities to continually improve the quality and effectiveness of the

courses and services we deliver.


SOP-P5-1 Ongoing Monitoring of Programmes (Programme Review)

SOP-P5-2 Programme Development

SOP-P5-3 Programme Delivery and Maintenance of Learner Records

WI-002 Public Course Administration

WI-005 In-House Course Administration

WI-006 Management of Course Materials


1


31/82

Procedure Title: Ongoing Monitoring of Programmes Rev 2 Date: 26 NovSOP-P5-1 (Programme Review) 2008

1.0 PURPOSE

To outline the process to be applied for ongoing formal monitoring of SQT training

courses.

2.0 DEFINITIONS

Programme Review The process whereby SQT reflects on its courses to ensure

their continued relevance

3.0 PROCEDURE

3.1 Ongoing monitoring of Programmes is carried out in two ways:

- Weekly Programme Review

- Biannual Programme Review for HETAC accredited courses. At

appropriate frequency for all other courses

3.2 The Weekly Programme Review is conducted to monitor the performance of each

individual course immediately following delivery. The Course Assessment Forms

(completed by the Learners on the course), are reviewed by the Tutor, the Course

Manager and the SQT Director. The Tutor report is reviewed by the Course Manager

and the SQT Director. The feedback from these reviews are actioned and changes

made to course materials/delivery where appropriate. Quality course ratings are

inputted into weekly KPIs which are reviewed at weekly meetings.

3.3 The Biannual Programme Review is conducted by the Academic Committee after the

January to June and July to December delivery periods (and at other times as

deemed necessary). The Academic Committee shall review SQTs training and

development portfolio to ensure its current offerings continue to be relevant to

learners and match the need of the markets and sectors it serves. This review shall

include that courses remain current and valid in the light of developing knowledge in

the discipline and practice of its application.


32/82

Procedure Title: Ongoing Monitoring of Programmes Rev 2 Date: 26 NovSOP-P5-1 (Programme Review) 2008

3.4 Inputs to Biannual Programme Review include :

Feedback from awarding bodies ( eg IRCA, NEBOSH, IOSH, FETAC, HETAC, IEMA,

ILM)

Tutor reports

Course Assessment Forms (completed by Learners)

KPIs (Key Performance Indices, completed weekly)

PINs (Potential for Improvement Notices)

Assessment Pass Rates

Review of course brochure

Verbal/written communications from companies who book learners onto training

courses

Feedback from SQT Tutors and Course Managers

Review of new developments in training delivery

Research into programmes offered by other providers

3.4 Outputs from Biannual Programme Review include:

No change to existing course. A hard copy of the course brochure will be signed by

the Managing Director and Programme Manager as evidence of the course brochure

having been reviewed and no change required.

Plans for changes to existing courses. (Plans for changes will be submitted to

awarding bodies as required)

Plans for design of new courses. (Ref SOP-P5-2)


33/82

Procedure Title: Programme Development Rev 4 Date: 15 Jan 08SOP-P5-2

1.0 Purpose

To outline the process for Programme Development within SQT Training.

Programme Development is carried out in two phases:

Design, development and approval of Course Specification (For HETAC approved

courses, the Programme Submission Document is the course specification. For

other SQT courses, the course brochure is the course specification.)

Design, development and approval of Course Materials

2.0 Definitions

Academic Committee SQT Managing Director and Programme Manager in

that subject area

Course Manager The individual assigned with the administrative

responsibility for a course

Programme Manager The individual assigned with the academic

responsibility for a group of courses. (This person may

also be the tutor and the subject matter expert)

Course Material This includes Delegate manuals; Tutor Manuals;

Powerpoint slides; Case study (where applicable);

Assessment (where applicable); Standards (where

applicable); Handouts. etc.

Master Course A master list of courses. This shows SQTs current

Register portfolio of courses. It is maintained on SQTs access

database

Programme Submission The Document describing a course in detail submitted

Document to HETAC for course approval

Course Brochure Course specification including background, courseobjectives, who should attend, course programme,

course tutor and course times


34/82


Course File File containing course specification; design and

development review meeting minutes; course approval

letters etc.

3.0 Design, Development and Approval of Course Specification

The following flowchart provides an overview of the process for the design,

development and approval of new or revised course specifications.


35/82


Process

Create Course

Design Specification

Approved ?

No

Make Amendments

Yes

Record

Communication from

Outside Body / Customer

Course File

Course Design

Specification

Specification Sign

Off

Responsibility

Academic Committee

Programme Manager

Academic Committee

Idea

Open Course File

Market Demand/

Demand for

Change(s)

External Approval

Required ?

Correspondence

from External Body

Systems Manager

Academic Committee

Design, Development and Approval of Course Specification

Submit to External

Body

Approved ?

No

Make Amendments

Yes

Managing DirectorCorrespondence

from External Body

No

Yes

Add to Master

Course Register


36/82


3.1 Ideas for the development of new courses come from Customers, Course Tutors,

Programme Manager, SQT Director or Course Manager. They often result from the

ongoing monitoring of courses (SOP P5-1).

3.2 Each proposal is evaluated by the Academic Committee for the course to see if it

satisfies the following criteria:

Relevance of course to SQTs mission statement and strategic plans

Alignment with National Framework of Qualifications

Accreditation body requirements

Relevance of the course to the Irish, European and International

labour markets

Learner demand for course

Implications of providing new courses including human resources, IT

requirements, financial implications, physical and support facilities

Relationship of proposed course to be developed with other courses

offered by SQT.The outcome of this deliberation can be to approve the development of a new

course.

3.3 When the decision has been taken to develop a new course, a course file shall be

opened under the Systems Manager, and shall be updated as design and

development progresses.

3.4 The Programme Manager shall create a course specification.

3.5 (a) A design review meeting shall be held by the Academic Committee to approve all

newly developed course specifications. Minutes shall be maintained to record all

actions identified and agreed.

(b) If a course specification is not approved, the Programme Manager is responsible

for making any necessary amendments and the revised course specification is

resubmitted to the Academic Committee. The course file shall be updated

accordingly.


37/82


3.6 For courses requiring external accreditation (e.g., IRCA, NEBOSH, IOSH, IEMA, ILM,

FETAC, HETAC), the Managing Director is responsible for ensuring that all

accreditation requirements of the external body are met.

3.7 Design, Development and Approval of Course Materials

The following flowchart provides an overview of the process for the design,

development and approval of course materials.

Develop Course Material

Approved ?Make AmendmentsNo

Yes

1st Course Delivery(Pilot)

Course Management

Review

Approved NoMake Amendments

Yes

Course

Material

Review

Minutes

Course

Assessment Forms

& Tutor Report

Review

Minutes

Programme Manager / Tutor

Programme Manager

Academic Committee

Academic Committee

Academic Committee

Course File

Course Master

Register

Course Approved

Tutor

All ongoing requirements of

external body, (e.g.,

HETAC, FETAC etc.) met.

Managing Directore.g. Self

Evaluation

Report, External

Evaluation Report

Design, Development and Approval of Course Materials


38/82


3.8

e

d

nning of assessment to

nsure that the course meets its intended learning outcomes. Refer to procedure

3.9

first course delivery for inclusion in the course management

review. Learner Course Assessment Forms shall be maintained and subject to a

3.10 e

ms, and

tutor feedback but shall include a rigorous review of delegate and tutor manuals.

.13 Any actions arising from a Course Management Review shall be implemented by the

.1 The use of any copyrighted marks for advertising is agreed in advance with the

The Programme Manager shall develop the relevant course material working with

other subject matter experts where appropriate. Where tutors other than the

Programme Manager will be involved in course delivery, they should be involved

where practical in the course development. All new course material shall be

consistent with the layout and style of existing material and should be electronically

backed-up at regular intervals during course development. Development of course

material shall include consideration of mode of delivery and pedagogy relevant to th

course (skills and knowledge required in the science and principles of education an

training). Development of course material shall include pla

e

SOP-P6-1 Fair and Consistent Assessment of Learners.

In all cases, the Programme Manager is responsible for briefing Tutor(s) prior to

delivery. Tutor(s) shall be responsible for making appropriate notes, in the Tutor

Report, during the

rigorous review.

The Programme Manager shall convene a Course Management Review following th

first delivery of a new course. The purpose of the review shall not be limited to

reviewing the performance of the course, Learner Course Assessment For

Minutes of such reviews shall be maintained and stored in the course file.

3

Programme Manager.

4 ADVERTISING

4

relevant agency/body.


39/82


Programme Development Rev 4 Date: 14 Jan 08

4.2 Any promotion, advertising of approved courses is agreed in advance between SQT

and the relevant awarding body (eg IRCA, NEBOSH, IOSH, FETAC, HETAC, IEMA,

ILM).


40/82


Programme Delivery andMaintenance of Learner Records Rev 4 Date: 1 Oct

2008

1.0 PURPOSEThis procedure describes the process for delivery of SQT courses andmaintenance of learner records.

3.0 DEFINITIONS

N/A

4.0 PROCEDURE

4.1 Course Planning

4.1.1 The Managing Director/Marketing Manager shall develop a 6-monthlytraining calendar with Programme Managers in approximately Marchfor the forthcoming July to December calendar and October for theforthcoming January to June calendar.

4.1.2 The Course Manager shall confirm all public course dates with tutorsvia a course confirmation sheet which the relevant tutor signs. TheCourse Manager is responsible for booking of training facilities (hotels)for public courses.

4.1.3 The Marketing Manager is responsible for the production anddistribution of the training calendar and course brochures. The mostup-to-date copy of each course brochure is available on the website.

4.1.4 The Course Managers are responsible for managing the bookingprocess with customers for both public and in-house courses.

4.1.5 For public courses, tutors may need to contact a prospective delegateto discuss specific technical elements of a course, in advance of adelegate making a booking,

4.1.6 For all in-house courses, the Tutor must contact the client company atleast two weeks in advance of the course to discuss and confirm thecourse content. For courses with on-site practical work e.g. InternalAudit, the tutor must also obtain relevant documentation, procedures,etc

4.1.7 All course material should be submitted to SQT at latest 10 workingdays to course delivery. Materials should be submitted as follows;

1. MANUALEach manual will show a revision level. This revision level will be

referenced on the Contents Page of the manual (ideally as a footer atthe bottom of the page)


41/82


Programme Delivery &Maintenance of Learner Records

Rev 4 Date: 1 Oct 2008

2. TABLE OF CONTENTS PAGEEach manual should have a table of contents page - this contents pageshould contain the "manual revision" as the footer. The course table ofcontents contains the course title, plus a list of all course material,notes and slides.

The following headings are ideally required for the Contents

Section No

Section TitleReference No (if relevant)Rev NoNo of Pages

3. SECTIONS IN THE MANUALEach Section within the manual is to reflect the Contents Page - itshould contain;a) Title of the Section on page 1. Each page of the section shouldcontain a "footer" with the following information;b) Reference - this can be an abbreviation of the section title or aunique numberb) Rev Level of section -again a unique number or date, which willchange as amendments to the section are carried outc) Page numbers as follows. This format would be best. (WordDocuments : 1 of 66, 2 of 66 etc), (PowerPoint Documents : 1 of 66, 2of 66 etc Slide No's)

4. LAYOUT OF TEXT/SLIDE FOR EACH SECTIONIf using Word Documents - maintain a 3 cm Margin on the Left Handside of the page to facilitate the punching process

If using PowerPoint Documents - Ideally Print with 2 slides to a page or1 Slides with Notes sections below. If printing One slide to a page,please ensure it has a 3 cm border from the edge to be punched toavoid infringement on the slide text.

4.1.8 The Material Manager maintains a master copy of course materialcontaining the most up-to-date revision and old versions are madeobsolete.

4.1.9 The Materials Manager is responsible for supplying copies of all

relevant course material including manuals, course assessment forms,


42/82




smile cards, writing instruments, etc. direct to the training courselocation/venue.

4.1.10 The Materials Manager is responsible for providing the tutor with acopy of the course notes for his/her own use during the course.

4.1.11 If a course contains pre-course material, it is the responsibility of theCourse Manager to forward it to all confirmed delegates in a timelymanner, in advance of course commencement.

4.1.12 All course material is to be produced to a consistently high qualitystandard and presented in SQT presentation folders.

4.1.13 The Tutor is responsible for double-checking and ensuring that thecorrect issue and revision of the relevant powerpoint slides are on thelaptop, and a backup copy is available. The Tutor is responsible forensuring that all presentation equipment needed is available andworking.

4.1.14 If a decision is taken by the Course Manager not to proceed with apublic course (mainly as a result of insufficient delegate numbers),delegates are contacted and offered a transfer to a similar course onanother date or course fees are refunded.

4.1.15 Where reasonable, learners will be accommodated and facilitated toundertake courses with SQT without prejudice.

4.1.16 Special requirements should be flagged to SQT prior to a learnerbooking a place on an SQT Training programme so that all efforts willbe made to fully accommodate any special needs and conditions in aco-ordinated and planned way.

4.1.17 SQT Training will accommodate non-English speaking learners wherethis is reasonable. Translators are welcome once a request is madeprior to booking a place on a course and once the translator isapproved by SQT Training.

4.1.18 Where there is a demand for our courses to be delivered in a foreignlanguage (non-English), SQT Training will endeavour to provide thisthrough the use of approved translators.


43/82




4.2 Training Facilities & Resources (incl Health & Safety)

4.2.1 The Course Manager is responsible for selecting course venues whichmust satisfy SQTs training and development requirements. Onlyvenues which satisfy this specification shall be approved and used

4.2.2 Public Training locations are required to provide adequate facilities and

equipment to ensure the health and safety of both SQT tutors andlearners and any non-adherences to this rule should be recorded onthe Course Tutor Report so that immediate corrective action can beimplemented. SQTs Safety Statement ( SQT P10) and Incident &Accident Reporting and Investigation procedures (SOP-P10-1) apply toall SQT specified training locations.

4.2.3 All public training locations must facilitate full and easy access to alllearners regardless of physical disability.

4.2.4 For in-house courses, the Course Manager will work closely with the

client organisation to ensure that the training venue specifications aremet. Responsibility for ensuring these requirements are delivered lieswith the client organisation.

4.2.5 All SQT public training facilities are set up as per Training FacilitiesSpecification S-001 unless otherwise specified by Course Tutor. Theset-up is designed to maximise learner involvement in the trainingprocess and tutor interaction with delegates.

4.3 Course Delivery

4.3.1 At the start of each course the Tutor must cover health and safetyprecautions to be followed during the course, point out fire exits, etc.

4.3.2 Each delegate who attends a course receives a delegate manual whichincludes a copy of the slides/notes used throughout the course.Handouts may be provided and retained by delegates.

4.3.3 All course assessment must be carried out per SOP-P6-1 (Fair &Consistent Assessment of Learners).


44/82




4.4 Learner Records

4.4.1 Delegates must complete a Course Assessment Form on completion ofthe course. The tutor collects the completed forms and returns them tothe Course Manager for analysis and review.

4.4.2 At each public course the Tutor must mark the delegates attendancelist to indicate all delegates present. On in-house courses anattendance list must be passed around and the tutor should confirmthat all those in attendance have their names accurately recorded. Adatabase of attendees on both public and in-house courses ismaintained by course title and date in SQT Training.

4.4.3 All delegates are issued with an SQT Certificate of Attendance.Records of all certificates issued by SQT Training shall be maintained.

4.4.4 Any data required by any outside body for production of awards,funding of courses, statistical analyses etc (eg FAS, FETAC, ChambersBusiness School) must be collected. The Exam Secretary or CourseManager is responsible for informing the tutor of same.

4.5 Course Performance

4.5.1 The tutor report affords the tutor with the opportunity to reflect on andreview the effectiveness of his/her work and seek improvement. Fromthe course assessment forms any specific delegate comments whichcould improve course performance should be included in the Tutorreport and used as an input to subsequent course reviews.

4.5.2 From the Learner Course Assessment Forms, the Course Manageranalyses and prepares a score for each course delivered.

4.5.3 On In-House training courses, feedback from the course organiser issought by telephone first and failing that by email. (The courseorganiser may/may not have actually attended the course).

4.5.4 The Course Manager shall bring to the Managing Directors immediateattention any adverse course performance gleaned from any of thesources above. The PIN system shall be used for corrective action.

4.5.5 If a course does not achieve the desired minimum rating of 4.0 then adiscussion will take place between the course manager and the tutorand a PIN raised (Performance Improvement Notice). In certain

circumstances, at the discretion of course manager/tutor and subject tono adverse comments being received on the course assessment forms,


45/82




a PIN will be deemed to be unnecessary, notwithstanding the fact thatthe overall score was less than 4.0.

4.5.6 The details of any enquiries re courses received directly by tutors shallbe given to the Course Manger for processing

4.5.7 When visiting a client company, where possible, the Tutor is toascertain the correct contact person for the following functions; training,environment, quality, and health and safety and complete theInformation Sheet. This information is used to ensure the customer

contact details are kept up to date on the SQT Training database.


46/82

Section 6

Fair and consistent

assessment of learners


47/82

SQT- P6 Rev 4

Fair and Consistent Assessment of Learners Policy

SQT Trainings policy is that all learners should receive fair and consistent assessment of

their achievement of the learning objectives defined for our programmes.

SQT Training has developed guidelines and procedures describing in detail the approach to

be taken when assessing learners on approved programmes.

Learners will be made aware of the methods of assessment and their responsibilities for

achieving and demonstrating the achievement of the required knowledge and skills.

Special circumstances of students will be taken into consideration and our procedure will

detail guidelines for approaches and acceptable facilitation of special needs.

Evidence of assessment will be maintained where appropriate to allow verification and

validation of the assessment process by both internal and external agencies and for review

in the case of appeal by learners.

External Examiners and External Authenticators will be appointed in accordance with SOP-

P6-1. They will moderate for all HETAC and FETAC courses respectively.


SOP-P6-1 - SQT Fair and Consistent Assessment of Learners

SOP-P5-3 - SQT Programme Delivery & Maintenance of Learner Records

WI-023-Fair and Consistent Assessment of Learners on HETAC accredited courses

WI-025-Fair and Consistent Assessment of Learners on FETAC accredited courses


48/82

Procedure Title: SOP-P6-1 Fair and Consistent Assessment of Learners Rev 4

SOP-P6-1

Purpose: The purpose of this procedure is to ensure that fair and consistent assessment of learners is provide

Staff Involved: Administration Staff, Programme Manager, Tutors, Examination Secretary, External examine

Method(s) used to carry out this procedure Who does it Evidence gen

SQT manage exams/awards by a number of awarding bodies.The exact requirements of each awarding body will be followedto ensure that the assessment process for each awarding bodyis managed effectively and efficiently.

6.1 Coordinated Planning of Assessment

Assessments are planned at programme design stage to ensurethat they reflect the course content, delivery and the needs oflearners.

Detailed Work Instructions covers HETAC accredited courses(WI-023) and FETAC accredited courses (WI-025)

Examination Secretary

Managing Director

Programme Manager

Managing Director


Course Desigminutes

Assessment R


49/82


SOP-P6-1

6.2 Information to Learners

Detailed information for assessment of learners is available:

- In the course brochure

- On the SQT website www.sqt.ie and

- During the delivery of the training courses.

Tutors

Course Managers


Course Broch

SQT Website

Training progr


50/82


SOP-P6-1

6.3 Security of Assessment Related Processes and Material

All assessment masters are securely stored in SQT Trainingunder the specific Course file and with the course tutor.Learners do not have access to assessment modules prior tothe assessment.

The SQT tutor or SQT administrator directly supervises allassessments either during course or after course completion asappropriate.

Learner assessment material is sent by registered post or it isdirectly hand transmitted by the tutor to the SQT office and viceversa

Records of assessment for each delegate are maintainedsecurely in hard copy files under course name and number.

Results of assessments are maintained electronically andbacked up onto removable media for storage.

Assessment records, whether electronic or paper aremaintained for 3 years.

Tutors


Assessment m

Project/Assign

Course Asses

SQT Access R


51/82


SOP-P6-1

6.4 Reasonable Accommodation

Where reasonable, learners will be accommodated andfacilitated to undertake assessment without prejudice.

Special requirements should be flagged to SQT prior to alearner booking a place on an SQT Training programme so thatall efforts will be made to fully accommodate any special needsand conditions in a co-ordinated and planned way.

Details on reasonable accommodation are available on SQTwebsite

Tutors

Course Managers

Exam Secretary

SQT Website

Training of sta

Management

6.5 Consistency of Marking between Assessors

SQT will endeavour to ensure that assessors are markinglearner assessments in a consistent fashion.

For example on a random audit basis, a tutor not directlyinvolved in the course assessment process, will independentlyreview assessment results to ensure the consistency of markingof paper based assessments. This audit e.g., will evaluate if theassessment is following the model answers and markingschemes for that specific course.

This role is also fulfilled by the External Examiner on HETAC

courses and External Authenticator on FETAC courses

Tutors

External Examiner(HETAC)

External Authenticator(FETAC)

Records of As

Reports of ExAuthenticator

6.6 Assessment performed by Third Parties

At present assessments are not carried out by 3rd partiesemployed by SQT Training.

Managing Director N/A


52/82


SOP-P6-1

6.7 Internal Verification

6.8 External Authentication / External Examiner

SQT operate all FETAC assessments per FETAC guidelines.Refer to WI-025

SQT operate all HETAC assessments per HETAC guidelines.Refer to WI-023

Internal Verific

Reports of ExAuthenticator

6.9 Feedback to Learners

Learners are given timely feedback on their performance

directly by tutors during course delivery.Learners are given timely feedback on results of theirassessment by SQT Exam Secretary. Refer to WI-025/WI-023

Tutors

Exam Secretary

Statement of r

6.10 Learner Appeals

The Learner appeals process is documented on the SQTwebsite for FETAC and HETAC assessment processes.

The Learner appeals process is documented on the NEBOSHwebsite for the NEBOSH assessment process.

Tutors

Exam Secretary

Course Managers

External Examiner(HETAC)

External Authenticator(FETAC)

Records of ap

Records of de


53/82


SOP-P6-1

6.11 Results Approval

All approved results will be submitted to FETAC and HETAC bythe Exam Secretary per FETAC and HETAC guidelines and WI-023 and WI-025

Exam Secretary

Managing Director

Results record

6.12 Corrective Action

Any non-conformance identified during the assessment processwill be recorded on a PIN form (Potential for Improvement). Thiswill identify the course/programme, the date, the details of non-conformance.

SQT staff will meet to review the non-conformance to determineits validity, root cause and potential impact.

Based on this meeting a corrective action will be agreed toinitiate immediate response and action required to preventrecurrence of the cause.

FETAC/HETAC will be notified as required of any identified non-conformance and the agreed corrective actions

Tutors

Course Managers

Exam Secretary

Managing Director

PIN forms

Minutes of Co

Record of notappropriate)


54/82


SOP-P6-1

Monitoring


Tutors

Course Managers

Exam Secretary

Managing Director

External Authenticator (FETAC)External examiner (HETAC)

Every six months Course Review Meetings

Review of Records

Training Records

Review of Internal Audit Reports

Minutes exam board meetingsExternal Authenticator report

External examiners annual report


55/82

Work InstructionTitle: WI-023

Title : Fair and ConsistentAssessment of Learners onHETAC accredited courses

Rev 4 Date: 12 Aug2008

Page 1 of 5

Purpose: This work instruction covers requirements for HETAC accredited coursesover and above requirements specified in SOP-P6-1.

1.0 SCOPEThis work instruction describes the process for assessment of learners onHETAC accredited Courses

2.0 REFERENCES / ATTACHMENTSN/A

3.0 DEFINITIONSN/A

4.0 RESPONSIBILITYThe Examinations Board is responsible for the fair and consistent assessmentof Learners on HETAC accredited courses. The examinations board willoperate per HETAC guidelines.

5.1 Assessment of Project Proposal and Written Project Report

One Lecturer assesses the Project Proposal and Written Project Report. Internalcalibration is carried out between Lecturers by Programme Manager to ensure thereis fair and consistent assessment of Learners.

5.2 Assessment of Oral Presentation (Black Belt Level 8 and Black Belt Service &Transaction Level 8)

A Project Presentation day is organised by SQT Training. The Formal OralPresentation is made by the Learner to an audience drawn from:

Class peers

Project Champion from the Learners own organisation

SQT Managing Director, and

Programme Lecturer

Marks are allocated by SQT/ASST personnel based on the quality of the Learnerspresentation demonstrating their use and understanding of Six Sigma Methodologyand Tools and their ability to handle questions from the audience. If the audience do


56/82




Page 2 of 5

not have questions, the Programme Lecturer will ask questions of the Learner. Againinternal calibration is carried out by Programme Manager to ensure there is fair andconsistent assessment of Learners.

5.3 All course Lecturers will meet with the Programme Manager at 6 monthlyfrequency to ensure that there is fair and consistent assessment of Learners. Thepurpose of this meeting is to ensure that there is:

Common understanding of the marking scheme

The reliable application of the marking scheme.

This meeting will be chaired by the Programme Manager

5.4 Lecturers will submit the results for course assessments in advance of theExamination Board meeting

5.5 An Examinations Board meeting will be held in the SQT offices twice per year.The attendees at the Examination Board meeting will include:

SQT Director (Chairman)

SQT Examinations Secretary

Programme Manager

Course Lecturers External Examiner

The External Examiner will be invited to attend both meetings. Attendance at oneexamination Board meeting per year will be expected.

5.6 The Examination Board will consider all the examination results to:

Ensure the fair and consistent assessment of Learners (including butnot limited to: consistency of marking between lecturer, consistency ofmarking between courses, consistency of standards with CourseLevels)

Consistency of marking with National Standards as applicable

Role of External Examiner:- Moderate assessment process to ensure fair and consistent assessment of

learners- Evaluate effectiveness of assessment of learners to ensure compliance with

awarding bodys standards- Issue annual external examiners report, and- Any other duties or responsibilities set down by HETAC

5.7 A learner may appeal their result, if they fail. In the event of an appeal, a


57/82




Page 3 of 5

different Lecturer will blind mark the project report. The first and second marks arecompared by the Programme Manager and a decision is made. If the original markstands, the learner will be afforded the opportunity to do further work on their project,within the time constraints of the course. A pass will be awarded either through theoriginal mark being upgraded or the satisfactory resubmission of their project. Thismark will be ratified at the next exam board meeting.


58/82




Page 4 of 5

Flow Chart HETAC Assessment Process

1 AssessmentTutors conduct assessments precisely per Programme Submission Document

2 Submitting entries to HETAC. (Learner registration)At least 6 weeks prior to the examinations, (before end October for 15

thDecember

exam Board meeting), Examination secretary submits to HETAC: The Learner Registration Declaration Form

A detailed Fee Breakdown Full fee payment by cheque

3 HETAC uploads learner files to HETAC database and issues broadsheet inadvance of the exam board meeting date

4 Agenda for Exam Board meeting sent to Martina Collins

5 All examination materials for learners are collated by end of Oct in ASST

6 Internal Verification completed by ASST- Verify that all assessment procedures have been applied- Check all exam marks- Completed Boxes transferred to SQT

7 SQT enter results on broadsheet, which is presented at exam board meeting

8 Exam Board meeting is held per HETAC Examination Board MeetingGuidelines. External examiner (and possibly HETAC representative for initialexam board meeting) will be present

9 SQT send broadsheet to HETAC. Provisional results may be communicatedto Learners.

10 HETAC uploads broadsheet files to database and issues Result lists to SQTto confirm that data transfer is accurate. Approved results may becommunicated to Learners

11 HETAC issues Parchments. SQT 100% check each on receipt.

12 Conferring


59/82




Page 5 of 5

Reference documents:Letter Martina Collins to Lily Collison dated 15

thMay 2008

HETAC Awards Office Administration ProceduresExamination Board Meeting GuidelinesHETAC Examinations Marks and Standards 2001Requirements and guidelines for the Order of Conferring, Academic Dress and TestimonialDocumentation


60/82


Fair and ConsistentAssessment of Leanerson FETAC accreditedcourses

Version: 2 Date: 5 Sept08

Page 1 of 5

Purpose: This work instruction describes the process of achieving certification forlearners who attend FETAC courses.

1.0 SCOPEThis work instruction describes the process for administering FETAC learnerassessment evidence through to requesting FETAC Certification.

2.0 REFERENCES / ATTACHMENTS- N/A

3.0 DEFINITIONSAssessor / Tutor are interchangeable

4.0 RESPONSIBILITYThe Exam Secretary is responsible for ensuring this work instruction iseffectively and efficiently implemented.

5.0 WORK INSTRUCTIONSQT Assessment Process

Overview: 5 Key Stages

1. Assessment

establish and implement assessment policies, processes and procedures devise assessment instruments, marking schemes and assessment criteria assess and judge learner evidence record outcome


61/82




Page 2 of 5

2. Authentication Process

a) Internal verification- verify that all assessment procedures have been applied

- monitor the outcome of the Assessment Process i.e. the assessment results on a

sample basis

b) External authentication- assign an external authenticator per award based on broad award/field of learning

expertise- external authenticator to moderate assessment results by sampling learner

evidence according to the providers own sampling strategy

3. Results Approval establish a Results Approval Panel approve and sign-off assessment results make results available to learners

4. Appeals Process establish an Appeals Process allow a minimum of 14 days for learners to lodge an appeal of the assessment

process or result

process all appeals

5. Request for Certification submit all learner results to FETAC when doing so, flag results under appeal

5.1 Assessment Process

5.1.1 The tutor implements SQT assessment guidelines for FETAC programmes inline with FETAC Assessment Guidelines for Tutors S-018.


62/82




Page 3 of 5

5.2 Authentication (Internal Verification)5.1.1 The Internal Verification process involves two key elements:

A) The Internal verifier (SQTs Exam Secretary) checks that the assessmentprocedures have been applied across the range of assessment activities

B) confirms assessment results by checking learner evidence exists and

marks and grades are recorded accurately. Cross checkDelegate Name,Date of BirthPPS NosTotal Marks on Individual Candidate Marking Sheet(s) vs Assignments.Total Individual Candidate Mark Sheet vs Summary Sheet

C) Complete delegate details under Global/ FETAC / FETAC AssessmentResults - mmm-yy.xls.

Delegate work is then stored in individual coloured wallets (to distinguish

course from course) until assessment time.

5.1.2 Internal Verification is carried out in line with FETACs Guidelines for InternalVerifiers by the Exam Secretary.

5.1.3 At the end of this process an Internal Verification Report is completed. ThisReport should be made available toa) External Authenticatorb) Results Approval Panel andc) FETAC Monitor, whenever visit is conducted

5.1.4 Preparation of work for External Authenticator

a) Create a Roll Class for each course (year and No). Attendee records arekept in date order, so the number each class sequentially starting with theoldest date.

b) Once an authenticator has been employed, create labels for Roll ClassBoxes using FETAC/Docs Needed at Assessment Time/ExternalAuthenticator Checklist - Master Doc

c) Create labels which contain, Roll Class, Surname, First Name from


63/82




Page 4 of 5

Global/ FETAC / FETAC Assessment Results - mmm-yy.xls for colouredwallets. Add a separate label which has Module Title & Code (Labelsunder FETAC/Docs Needed at Assessment Time)

d) Box the coloured wallets into their relevant boxes. Using the ExternalAuthenticator Checklist check off the the rest of the information requirede.g. FETAC Module Descriptor, Assignment / Exam Brief, MarkingScheme, etc. Wallets should laid out in alphabetical order by surname for

easy reference.

5.2 Authentication (External Authenticator)5.2.1 Ann external authenticator will be employed. Their purpose will be to;

A) Moderate assessment resultsB) Ensure fair and consistent assessment of learners consistent with

providers procedures and FETAC requirementsC) Sample learner evidenceD) Produce an external authentication report and sign-off on results

5.3.2 In the event that an external authenticator has concerns regarding the

results, he/she will outline their concerns and identifying the irregularitiesfound on their report. SQT will then take appropriate corrective action.

5.4 Results Approval Panel (Exam Board Meeting)5.4.1 The panel which includes the managing director, tutor (where possible) and

the exam secretary willa) meet as required to review and approve assessment resultsb) review reports of the internal verification and external authenticationprocessc) agree to the submission of final results to FETAC to request certificationd) identify any issues arising in relation to the results and makerecommendations for corrective action.

5.5 Processing Appeals5.5.1 Refer to SQT Website Appeals:

the assessment process, if they perceive any irregularities/inequality inimplementation

the assessment results (Only approved results can be formallyappealed)

5.6 Requesting Certification

5.6.1 Final approved results are submitted to FETAC via the Candidate web entry


64/82




Page 5 of 5

systemwww.fetac.net See FETAC Folder at Exam Secretaries desk forinstructions and passwords etc.

5.6.2 Follow on screen instructions for entering Learner information i.e. name,PPSN etc

5.6.3 FETAC will issue certificates to all learners

5.6.4 Following notification of the outcome of the providers appeals process, anew certificate will be reissued if required

RECORDS

Title Description Retention period(Where applicable)

FETACAssessmentsFolder

Records of learners who havesubmitted evidence forassessment held in FilingCabinet

Indefinite

FETACAssessmentBox(es)

Assessment to be submitted totutor until after the deadline. Inplace at Exam SecretariesDesk

Indefinite

FETAC HETACAssignmentReport.xls

Report to record status ofevidence being assessed byTutor

Indefinite

InternalVerificationReport F-027

Report used to record qualitychecks made by the InternalVerifier

Indefinite

ExternalAuthenticationReport F-028

Report used to record qualitychecks made by the ExternalAuthenticator

Indefinite

Results ApprovalProcess Report F-029

Report used to approve resultsbefore submitting the to FETACfor certification

Indefinite
http://www.fetac.net/http://www.fetac.net/http://www.fetac.net/


65/82

Section 7

Protection for Learners


66/82

SQT- P7 Rev 3

Protection for Learners Policy

SQT Training is committed to completing courses once they have commenced. In its 18

years of operation to date, SQT Training has never failed to complete a course once it had

commenced.

SQT Training is committed to ensuring that Learners are protected by offering a credit or a

full refund of fees to companies who book learners on courses in the event of

cancellation/cessation of a course.


SOP-P7-1 - SQT Cessation of Programme

WI-002-Public Course Administration


67/82

Procedure Title: SOP-P7-1 Cessation of Programme (Protection for Learners) Rev 2

Purpose: This procedure describes how SQT Training ensures learners are protected in the event of cance

Staff Involved: Administration Staff, Managing Director


The main cancellation which occurs on public courses occursprior to Learner commencement on the course due to lownumbers booking on the course. WI-002 Public CourseAdministration covers the procedure to be followed in the

event of the cancellation of a public course. Delegates areoffered a credit or full refund of fees paid, whichever is theirchoice.

Should a tutor be forced to exit a course during delivery, wewill endeavour to replace the tutor immediately or completethe course at the nearest available date.

Course Manager Cancelled Course c

Email and receipt.

Monitoring


Managing Director 6 monthly Review of cancelled courses

SOP-P7-!


68/82

Section 8

Sub-contracting /

Procurement

Programme Delivery


69/82

SQT- P8 Rev 2

Sub-contracting/Procuring Programme Delivery Policy

SQT Training is committed to ensuring that all our programmes are delivered consistently

and within the framework of our various policies and procedures. When SQT engage a

second provider to provide an approved programme we will ensure that they are;

Competent in the subject matter of the programme and competent to deliver the

programme.

Aware of our policies and procedures and their responsibilities under these.

Have agreed (via contract/written agreement) to follow our approaches and

requirements defined and detailed within our Quality System.

Are aware of all requirements for reporting and recording evidence of compliance with

our policies and procedures.

Are reviewed and monitored appropriately to ensure compliance.

At present SQT Training do not sub-contract the delivery of any programme so detailed

procedures supporting this policy have not been developed at this time.


70/82

Section 9

Evaluation of

Programmes and

Services/QualityManagement System


71/82

SQT- P9 Rev 3

Evaluation of Programmes and Services/Quality Management System Policy

SQT Training is committed to ongoing periodic evaluation of its training programmes and

services and auditing of its quality management system to;

Identify opportunities for improvement.

Assess the effectiveness of our Policies and Procedures in achieving a consistent and

high quality service in line with our business goals and objectives.

Ensure we are meeting commitments and requirements of our business, customers,

external agencies and staff.

Evaluations/Audits will be carried out by individuals who are;

Competent in the activity of evaluation/audit

Independent of the activity to allow for objectivity and impartiality.

Professional and systematic in their approach.

Evaluations/audits will be scheduled and carried out at an appropriate frequency.


SOP-P9-1 - SQT Evaluation of Programmes and Services

SOP-P9-2 - SQT Evaluation of Quality Management System

WI-004-System Auditing, Preventive, Corrective Action & Customer Complaints


72/82

Procedure Title: SOP-P9-1 Evaluation of Programmes and Services Rev 2

SOP-P9-1

Purpose: This procedure describes how SQT Training evaluates its training programmes and additional su

Staff Involved: Tutors, Administration Staff, Managing Director, External Evaluators, Learners, Graduates o


Formal evaluations of the provision of courses and relatedservices will be carried out to ensure:

- Quality improvements are made to courses- Courses remain relevant to learner needs

Self Evaluation

The internal phase of evaluation will be a Self Evaluation. TheSelf Evaluation Checklist will be used to evaluate theeffectiveness of the courses and the supporting systems inplace. A Self Evaluation Report will be written based on thefindings of the Self Evaluation. Self Evaluation will be carriedout at frequencies specified by FETAC/HETAC. The SelfEvaluation Report will be forwarded to FETAC/HETAC asrequired.

Learner Involvement in programme evaluation will befacilitated via the review of completed Course Assessmentforms as well as specific interviews of previous learners.


Tutors

Managing Director

Learners

Graduates

Self Evaluation Che

Self Evaluation Rep

Course AssessmenLearner interviews

Communications w


73/82


SOP-P9-1

External Evaluation

An External evaluation will be carried out after the SelfEvaluation.

Selection of External Evaluators SQT will choose people familiar with the courses who canbring support, recognition and positive suggestions forimprovement. The External Evaluators selected will be peoplewho have no personal, professional, academic or businessinterest with SQT that could conflict with their role as ExternalEvaluator. The roles and responsibilities of the external

evaluator are to ensure that the courses meet national andinternational standards and are in line with the NationalFramework of Qualifications.

The external evaluators shall review the Self EvaluationReports and conduct their own evaluations. The externalevaluation shall culminate in an External Evaluation Report.SQT can comment on the final draft of the External EvaluationReport before it is formally submitted to SQT for considerationand action. SQT shall forward a copy of the final ExternalEvaluation Report to HETAC/FETAC. SQT will implement anyrecommendations from HETAC/FETAC

Managing Director

External Evaluators

Profiles of chosen E

External Evaluation

A Programme Improvement Plan resulting from theProgramme Evaluation Reports will be drawn up highlightingthe areas for improvement to be addressed. The Plan willidentify the priorities for action and detail how, when and bywhom they will be addressed.

Managing Director


Tutors

Programme Improve


74/82


SOP-P9-1


Managing Director On completion Review and take action arising from:

Programme Self Evaluation Report

Programme External Evaluation Report

Programme Improvement Plans

Recommendations from HETAC/FETAC


75/82

Procedure Title: SOP-P9-2

Evaluation of Quality ManagementSystem

Rev 3 Date: 15 Jan2008

SOP-P9-1Page 1 of 1

1.0 Purpose:

This procedure describes how SQT Training evaluates its quality management system and qualityassurance procedures.

2.0 Staff Involved:

SQT Governing Body, Managing Director, System Manager, Internal Auditors

3.0 PROCEDURE

3.1 Internal Audit of procedures

Internal audits are conducted by the managing director and internal auditors to

1. Determine the level of compliance to SQT Policies, Procedures and Work Instructions

2. Determine the level of compliance to awarding body requirements including IRCA, NEBOSH,IOSH, IEMA, FETAC, HETAC, FAS

3. Evaluate the effectiveness of those procedures

The Managing Director and System Manager produce an Annual Internal Audit Schedule.

Internal auditors must have completed an auditor training course. They are selected by the ManagingDirector on the basis of their auditing skills and personal suitability.

Audits and audit reports are completed in compliance with Work Instruction WI-004

Auditing findings are discussed at staff meetings.

3.2 Annual Management Review of Quality Management System

Once per year, the Governing Body of SQT will review its quality management system to ensure itscontinuing suitability, adequacy and effectiveness. This review shall include assessing opportunities forimprovement and the need for changes to the quality management system, including the quality policyand quality objectives.

The output from this review is the Management Review Minutes detailing the actions that have beendecided.

3.3 Periodic External Review of Quality Management System

As required, SQT will have its quality system evaluated by an awarding body e.g., IRCA, FETAC, HETAC.


76/82


System Auditing,Preventive, CorrectiveAction & CustomerComplaints

Rev 4 Date: 15/1/08

WI 004 Page 1 of 3

Purpose: This work instruction describes the process for System Auditing, Potentialfor Improvement, Preventive and Corrective action and dealing withCustomer Complaints within our quality management system.

1.0 DEFINITIONS- N/A

2.0 RESPONSIBILITYThe Systems Manager is accountable for ensuring this work instruction iseffectively and efficiently implemented.

3.0 WORK INSTRUCTION

3.1 Systems AuditingSQT audits its Policies, Procedures and Work Instructions on an annual basisAudits are carried out by people who are:

Formally trained in auditing Independent of the activity being audited

At the beginning of the year, an audit plan is drawn up of the areas to beaudited.

3.1.1 A Procedure/work instruction is selected

3.1.2 Draw up an audit checklist of records to be checked for compliance againstthe procedure / work instruction

3.1.3 Make records of observations, answers to questions etc on the Audit Check

List.

3.1.4 After the audit, summarise the findings on the Audit Plan.

3.1.5 Feedback the findings of the audit to that area including suggestions forfurther improvement and make the relevant changes (if required).

3.1.6 Close out Audit by completing the details on the Audit Plan. Date and Sign.

3.1.7 If there are major discrepancies between the document and actual, completea PIN Form. This form records the proposed action required, who is


77/82



Rev 4 Date: 15/1/08

WI 004 Page 2 of 3

responsible for implementing the change, how the change is recorded withinthe operation and the timeframe in which the change should be implemented.The form must be approved by the Company Director.

3.1.8 Follow Up a month later to confirm that any changes identified are nowworking.

3.2 Review of Procedure for Process Improvement3.2.1 After the audit, review the existing procedure with the process owner to

remove non value add actions or include new actions.

3.2.2 Review all forms, record templates and specifications relevant to theprocedure for continuing relevancy and updating as necessary

3.2.3 Update the procedure and change the relevant Rev nos, date etc. and updatethe R-012 - Master List of SQT Documents.xls

3.2.4 Notify other process owners of the change

3.3 Potential for Improvement (PIN)3.3.1 This is the process used within SQT for structured approach to problem

solving; identify a problem clearly, work out cause and then corrective action.Corrective actions are also followed up to ensure they are effective. The PINform F-015 is used to record all the steps. The PIN is a 4 step process:1 Details of Non-Conformance2 Immediate Follow-up action3 Corrective Action4 Corrective Action Follow Up and Close Out

3.3.2 All PINs raised must be recorded in KPIs (WI-011) and followed up at weeklymeetings until closed out. A copy of each PIN must be stored in the PIN file.

3.4 Preventive Action3.4.1 Preventive action is action which may be taken to prevent a problem arising.

An example would be a downward trend in a measure. Preventive action maybe taken before and to prevent the measure going outside specification e.g., ifthere is a negative trend observed in KPIs. The PIN (Potential for

improvement) system is used to record all actions.


78/82



Rev 4 Date: 15/1/08

WI 004 Page 3 of 3

3.5 Corrective Action3.5.1 When a problem is identified from any source e.g., Tutor report, Course

Assessment Forms, the PIN (Potential for improvement) system is used torecord all actions taken as above.

3.6 Customer Complaints3.6.1 If we receive a customer complaint, record the details under Standard

Documents/Customer Complaints File and again complete a PIN Form torecord actions taken.


79/82

Section 11

Quality


80/82

SQT- P11 Rev 2

Quality Policy

SQT Training Quality Policy (Mission Statement)

SQT Training Ltd. develops and delivers training courses which meet the needs of ourlearners.

We are committed to quality throughout our operation. Our policy of excellence will be

achieved through:- Selection of and continual vetting of course tutors- Continual assessment of training courses delivered- Active listening, communicating and interfacing with our customers- Reviewing Key Performance Indicators- Providing the resources to meet the requirements of awarding bodies which accreditcourses

Lily Collison

Managing Director


81/82

Section 12

Data Protection


82/82

SQT-P12 Rev 1

Data Protection Policy

Information obtained by SQT becomes part of the data held by SQT for the purposes of

training course administration in accordance with Data Protection Acts 1988 and 2003. This

information will remain confidential to SQT and in all cases will be carefully controlled and

restricted to the minimum necessary for the purpose.


SOP-P1-1 - SQT Communications with Learners

