Council of Higher Education





QUALITY MANUAL








APPROVED BY


Prof.  J. Vētra
Chairman
Council of Higher Education
5 May 2011



Contents
  1. 1.0. Copy Holders of Quality Manual
  1. 2.0. Introduction and Overview
    1. 2.1. Rationale for Quality Manual; Its Use and Distribution
    2. 2.2. Definitions of Terms
    3. 2.3. Information about the Institution
  1. 3.0. Quality Assurance Policy and Objectives
    1. 3.1. Description of Policy
    2. 3.2. Quality Objectives
  1. 4.0. Organization
    1. 4.1. Organizational Chart
    2. 4.2. Responsibilities, Powers and Duties
  1. 5.0. Structure of Quality Management System
  1. 6.0. Validation, Measurementand Management of Processes
    1. 6.1. Criteria
    2. 6.2. Methods
  1. 7.0. Interaction of Processes
  1. 8.0. Internal Communication
  1. 9.0. Contents of the Quality Manual
  1. 10.0. Appendices
  1. 11.0. External Services


  1. 1.0. Copy Holders of Quality Manual
  2. The copy holders of the Quality Manual are the Chairman and the Quality Manager of The Council of Higher Education of the Republic of Latvia (in Latvian: Latvijas Augstākās Izglītības Padome, AIP; hereinafter–LCHE). The Quality Manual is available to all LCHE employees in an electronic format. The Quality Manager is responsible for the publication of an updated edition of the manual.
  1. 2.0. Introduction and Overview
    1. 2.1. Rationale for Quality Manual; Its Use and Distribution
    2. 2.1.1. The LCHE Quality Manual and quality management system are based on international quality assurance standards.
    3. 2.1.2. The Quality Manual is the property of LCHE.
    4. 2.1.3. The Quality Manual is intended for the sole use of LCHE employees. It may not be passed on to a third party or copied without the consent of the LCHE Chairman.
  1. 2.2. Definitions of Terms
    1. 2.2.1. External customer – LCHE’s institutions of cooperation.
    2. 2.2.2. Internal customer – an LCHE employee or structural unit.
    3. 2.2.3. Broadly defined products or services – results of LCHE’s activities envisaged by the Law on Institutions of Higher Education.
    4. 2.2.4. Narrowly defined products or services – the LCHE decisions, concepts, proposals for the distribution of budget places, administrative acts related to theaccreditation of higher education institutions, the administrative acts that pertain to the monitoring of elections of professors.
    5. Note: Values that are produced in various stages of implementation of each product or service are also to be considered products (services). The customer considerably affects the processes and quality of product or service delivery, according to the specifics of each respective activity.
  1. 2.3. Information about the Institution
  2. LCHE was established in 1996 as a collegial state institution with the status of a legal person. LCHE members are elected by the Saeima (the Latvian Parliament) for a fixed term of four years. LCHE members are representatives delegated from the following institutions: the Latvian Academy of Sciences; the Association of Higher Education Institutions of Art; Latvian Association of EducationManagers; Latvian Chamber of Commerce and Industry; the Latvian Association of Colleges; the Latvian Rectors’ Council; Latvian Association of University and College Professors; the Employers’ Confederation of Latvia; the Latvian Trade Union of Education and Science Employees; the Association of Latvian Private Higher Education Institutions; Student Union of Latvia. The Minister of Education and Science is an LCHE member ‘ex officio’. LCHE’s functions are defined by the Law on Institutions of Higher Education.
  1. 3.0. Quality Assurance Policy and Objectives
    1. 3.1. Description of Policy
    2. The quality assurance policy for LCHE is developed in accordance with LCHE’s Mission Statement and is updated as necessary by the LCHE Chairman. Responsibility for the publication of an updated edition of the manual lies with the Quality Manager.
    3. 3.2. Quality Objectives
    4. The strategic/quality objectives are set and defined according to the LCHE mission and its Quality Assurance Policy, and are regularly reviewed at quality management review meetings of all levels. The defining of objectives, responsible parties and deadlines, review and analysis of objectives, and the setting of new objectives are recorded in meeting minutes.
  1. 4.0. Organisation
    1. 4.1. Organisational Chart
      The chart of the LCHE structure, and any changes to it, are approved by LCHE and are reflected in the LCHE Statute (Appendix No 3). Responsibility for the publication of the current Statute on the LCHE website rests with the LCHE Quality Manager and the webmaster of the LCHE website.
    2. 4.2. Responsibilities, Powers and Duties
      Responsibilities, Powers and Duties are included in each employee’s job description, employment contract, and other documents that regulate the staff’s legal relationships with LCHE.
    3. 4.2.1. The LCHE managers have assumed the responsibility to provide all the resources that are necessary for an efficient operation, maintenance and improvement of its quality management system, as well as for the implementation of the goals envisaged by the LCHE mission and policy, in accordance with the ENQA quality standards.
    4. 4.2.2. The overall responsibility of the LCHE quality management system lies with the LCHE Chairman, who determines the quality assurance policy, secures appropriate resources and approves the Quality Manual.
    5. 4.2.3. The quality management system is monitored by the Quality Manager who is responsible for:
      1. a) the development, maintenance and improvement of the quality management system;
      2. b) the analysis of services that do not meet the specific requirements, as well as the analysis of other processes incompliant with effective operation of the quality management system, with laws and regulations, with the requirements set forth by the LCHE, and with the demands of the customers;
      3. c) the monitoring of the established corrective and preventive activities and the analysis of their efficiency;
      4. d) informing the management on the operations of the quality management system and its compliance with the international standards.
    6. 4.2.4. The LCHE employees:
      1. a) actively participate in and are interested in the design, implementation and maintenance of the LCHE quality management system;
      2. b) report to the Quality Manager any discrepancies, disclosed or potential, in the quality management system, and any services provided by LCHE that do not meet the specific requirements;
      3. c) prevent any current and potential discrepancies and their causes in accordance with the orders given by the direct supervisor, the owner of the process.
  1. 5.0. Structure of Quality Management System

    Quality Manual

     

    LCHE Mission
    LCHE Quality Assurance Policy

    Documentation of structural unit

     

    LCHE Statute  

    Descriptions of current LCHE processes

     

    Descriptions of Processes

    Elements of support

    Job descriptions
    External regulations
    Internal regulations
    Forms and other notes

  1. 6.0. Validation, Measurement and Management of Processes
    1. 6.1. Criteria
      1. a) as set by the descriptions of processes;
      2. b) as set by projects and research;
      3. c) as set by agreement;
      4. d) compliance with defined quality objectives;
      5. e) decrease / increase of discrepancies after performance of internal / external audits;
      6. f) changes in the level of customer satisfaction;
      7. g) changes in the numbers of internal problems.
    2. 6.2. Methods
      1. a) Internal / external audits;
      2. b) Customer surveys, complaints;
      3. c) Data analysis at multiple levels;
      4. d) Management reviews and decisions at multiple levels.
  1. 7.0. Interaction of Processes
    The interaction of processes is specified in the description of each process.
  1. 8.0.Internal Communication
    The institution has established an internal communication system in order to ensure efficient exchange of information both horizontally and vertically. Any important information that affects the normal work order is delivered to each LCHE employee in the form of an order. In each structural unit, information is exchanged on a regular basis depending on the specifics of the activity and the required frequency of information exchange. For its work and internal communication LCHE uses the LCHE email system.
  1. 9.0. Contents of the Quality Manual
    Descriptions of all processes that take place in LCHE are developed and approved by order of the LCHE Chairman.
  1. 10.0. Appendices
  2. The Quality Manual has the following Appendices:
    1. No 1 – LCHE Mission;
    2. No 2 – LCHE Quality Assurance Policy;
    3. No 3 – LCHE Statute;
    4. No 4 – Descriptions of the LCHE processes.
  1. 11.0. External Services
  2. All outside services used for LCHE’s key activities and its overall business activity, which are purchased and regulated according to LCHE’s internal and current external laws and regulations.

 

LCHE Quality Manager                                                                     Ā. Konstantīnova

 

 

 
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