Glossary Definitions

A systematic way of checking that the policies, processes and procedures within a quality management system are being adhered to. Audits may be internal, carried out by staff from within the organisation, or external.

A standard or point of reference against which things may be compared or assessed (Oxford Online Reference).

Practising one’s trade in order to produce results of the most excellent or desirable type or quality - in the most appropriate, advantageous, or well advised way (Oxford Online Reference).

The recipients of our product or service. In EI, we have two populations of ‘customers’ or ‘clients’:

the lecturers whom we support in designing and developing learning opportunities

the students, who are our ultimate clients, or end users of e-learning products.

E-education/

The design, development and delivery of technology enhanced learning experiences, using a variety of media, for example web-based (online), interactive television broadcasting, video, multimedia CD-Roms, video conferencing etc.

An international quality standard which specifies requirements for certification against which a Quality Management system can be assessed. The assessment (or audit) is carried by an external company known as a certification body.

A way of analysing the records and feedback built up from carrying out processes and procedures. Improvements can be driven by formulating new targets and objectives, based on the information in the measurements.

Use of the Internet and the World Wide Web (WWW) to deliver interactive learning experiences to students, independent of distance, time and place. This includes both synchronous and asynchronous modes of interaction. The medium should ideally be used to build a vibrant virtual learning community.

An iterative way of feeding management information based on measurements and targets into an ongoing cycle of continuous improvement by completing the ‘feedback loop’. Developed by W. Edwards Deming in the 1950’s.

An agreed description of a stage or part of a process, which gives sufficient information for an existing or new staff member to understand what steps must be carried out, what inputs or supporting documents are required, and what outputs should be produced. Procedure steps are described to allow trained and competent staff sufficient discretion in how they are carried out.

The overall set of stages or activities, which transform inputs into outputs in order to add value, and produce the product or service supplied to customers. Processes are usually subdivided into procedure documents. They frequently transcend functional or departmental boundaries, where many people are required to co-operate together. The process for Project based E-education activities is the Project Timeline.

The ‘product’ is the e-learning opportunity designed, developed and delivered to the students at the university.

The main process in E-education depicting the stages of transforming the ‘raw materials’ from Academic Departments into telematic products and services.

The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

A quality product or service is one that consistently satisfies the customer’s requirements.

Achieving fitness for purpose at an economic cost.

Right first time, on time, every time.

A planned and systematic set of procedures which are designed to build quality into a product or service, i.e. carry it out correctly first time.

All activities and functions concerned with the attainment of quality.

A group of colleagues in any field, who meet regularly to review and discuss examples of best practice, in order to ensure continuous improvement in the services and products they offer.

A procedure for checking work after it is done and correcting it if faulty.

A QMS is a way of formally ensuring that an organisation is consistently in control of the quality of the products or services that it supplies to its customers. It is formal because it consists of a system of controlled, documented processes and procedures which can be audited.

An objective which may be specified along with other management objectives, in order to target an improvement in a specific area.

A Quality Pledge, or Quality Policy is a meaningful statement drawn up by an organisation, to reflect their commitment to quality processes, procedures, services and products.

The documented outputs of the Quality Management System

The South African Bureau of Standards, which is the custodian of ISO 9000 in South Africa.

The set of qualities or measures by which performance, skills or products are judged. These measures can vary along a set of dimensions, including objective-subjective, absolute-relative, or substantive-comparative (Spady, 1994).

“a set of two or more interrelated elements of any kind. It is not an ultimate indivisible element but a whole that can be divided into parts” (Fourie, 2000).

“any and every effort to work out the implications of using the concept of an irreducible whole, a ‘system’ in any area of endeavour” (Checkland, 1999).

“a discipline for seeing wholes. It is a framework for seeing interrelationships rather than things, for seeing patterns of change rather than static ‘snapshots’” (Senge, 1990).

A management philosophy which harnesses the efforts of everybody to achieve continuous improvement.

Doing the right things right first time on time every time.

“TQM ensures maximum effectiveness and efficiency within a business and secures commercial leadership by putting in place processes and systems which will promote excellence, prevent errors and ensure that every aspect of the business is aligned to customer needs and the advancement of business goals without duplication or waste of effort” (British Quality Association)

A method of ensuring that every activity contributes to achieving the key objectives of the business, and is carried out efficiently.

Use of the Internet and the World Wide Web (WWW) to deliver interactive learning experiences to students, independent of distance, time and place. This includes both synchronous and asynchronous modes of interaction. The medium should ideally be used to build a vibrant virtual learning community.

If required, work instructions provide a detailed breakdown of instructions required to carry out one or more steps or tasks in a procedure. An example would be a detailed description of how to fill in a particular form correctly.