Stakeholders Feedback

At CTU and in COET, there is a system to collect stakeholder feedback; however, collection of feedback from the labor market and alumni is not a good point in this system.

13.1. There is adequate structured feedback from the labour market and alumni

Figure 8: Flow chat for structured feedback from the labour market and alumni (for 13.2&13.3)

CTU and COET have activities to collect feedback opinions from the labour market/alumni about study program and as adequate structured feedback system (Exh.13.01, Exh.11.02, and Exh.11.02).

These activities are very difficult, because CTU and COET receive opinions from outside institution, so they need to have adequate organization.

For organizations: The Quality Assurance center and Quality Assurance Team (QAT)

together design common stipulated points (as rules are deployed in the whole CTU) for feedback from the labour market/alumni and process for collecting these feedbacks (see Quality Assurance Handbook). QAC consults with QAT and together design a common plan based on common processes above. Collecting feedback opinions is a very necessary activity for study program improvement. COET also has plans to keep a relationship with alumni and labor.

For activities: there are some main steps:

Step 1: QAC designs and revises common

questionnaires basing on QA-AUN at program level guidelines and there is a private questionnaire in each QAT team.

Step 2: The survey is currently carried out, by

QAT, mainly through the postal system and by hands or by phone, by e-mail or assistants of QAT directly come to employers to collect opinions. When there is a need, the College sends questionnaires to companies and enterprises to collect feedback and comments (Exh.13.02).

Step 3: CTU or COET (private questionnaire

forms) process data and provide results of statistics to use for development and improvement. The Department of Electrical Engineering is sending the survey to the labor market and alumni, and designing a survey on the department's website to get feedback from the labor market and alumni online (Exh.13.08).

13.2. There is adequate structured feedback from the students

CTU and COET have activities (as adequate structured feedback) to collect opinions from students about courses and as an adequate structured feedback system. Program ELOs clearly express the requirements from stakeholders and covers both generic and specialized skills and knowledge (See criterion 1). Course ELOs are modules/components of program that students must achieve, so it is very necessary to have a structured feedback system from students. For organization: QAC and QAT have Common Stipulated Points (as rules are deployed in the whole CTU) for feedback from students and the Process of collecting feedback (see Quality Assurance Handbook). For

activities: In 2001 deployed activities to collect opinions from students and then stopped.

Since 2006, the QAC and QAT have collected students’ feedback on courses. In 2009, the survey was largely carried out for over 1.700 courses per semester (about 200.000 questionnaires) in the whole university through a questionnaire called “Course Evaluation Form”. There are some main steps:

Step 1: QAC has some very necessary preparation, such as collection of numbers of

courses (student/lecturers/ courses codes); designing or revision of questionnaires, printing, etc.

Step 2: QAC changes questionnaires to QAT. Lecturers or Academic assistant bring to

classroom, where students answer questions at the end of course. Also, students can answer via questionnaires, students can submit/write more their feedback via email to staff, teaching staff, department and college leaders, or the Board of Rector of the university.

Step 3: QAT collects questionnaires again and returns them to QAC. QAC processes

data and provides results of statistics to use for the development and improvement for a course. Results are shared with the College with statistics at the College level. QAC also shared with the Rectorate Board with statistics at University levels. QAC only sends to lecturers a closed envelop with rates of private results of each criteria for the course in which students provided their helpful comments/opinions (Exh.13.04, Exh.13.05, and Exh.11.03). An adequate structured feedback from the students will be replaced next time by online.

13.3. There is adequate structured feedback from graduates

CTU and COET have an adequate structured feedback to collect opinions

from graduates and as an adequate structured feedback system. Program ELOs clearly

express requirements from stakeholders (…graduates) and covers both generic and specialized skills and knowledge (See criterion 1). Graduates have spent their students’ life by/through the whole program, so it is very necessary to have a structured feedback system from graduates (Exh.13.06). For organization: QAC and QAT have Common Stipulated Points (as rules are deployed in the whole CTU) for feedback from graduates and the Process of feedback collection (see Quality Assurance Handbook). The university has organized Alumni Association and Students Association Branch in each college. The college also held annual traditional alumni meetings of the Electrical Engineering program. Through the meeting, alumni contributed their ideas for the program and training mission of the department through comments and a questionnaire. For activities: Since 2009, in the whole university feedback from graduates through a questionnaire titled “Comments for study program” (Exh.13.07). There are some main steps:

Step1: QAC has some very necessary preparation, such as collection of numbers of

graduates; designing or revision of questionnaires, printing.

Step 2: QAC sends questionnaires to QAT or QAC and QAT-Academic assistants

work together on the day before the graduation ceremony so that the graduates answer questions, when all graduates return the questionnaire to university they will be allowed to register for the graduation ceremony.

Step 3: QAC or QAT collect questionnaires. QAC processes data and provides

results of statistics to use for development and improvement for a program. Results are sent to the College with statistics at College level. QAC also changed to Rectorate Board with statistics at University levels. An adequate structured feedback from the students will be replaced next time by online. Activity has to improve, because its results are not high.

13.4. There is adequate structured feedback from the staff (teaching and support)

CTU and COET have adequate structured feedback from leaders, the teaching and support staff via questionnaire, meeting, workshop, conference, forum via online. The (teaching and support) staff, who participate in the whole teaching and learning process of study program, play a very important role in feedback to development and improvement for the program (Exh.13.03) through meetings of specialized discussion, training workshops on teaching methods, annual staff conference, meeting on writing/composing manual, textbook or schoolbook, research conference and other. Also, every week, the department has a meeting with all staff so that they can show their opinions and proposals to all relevant issues in the department. During work, staff can exchange with each other and with leaders about their ideas via small seminars or emails whenever and wherever.

Table 9: Process and quality of composing of questionnaires

PDCA process Description

Plan - Identifying aims, objectives - Necessary needs; - People/Board, - Rules, policies; - Tools; - Budget. Do

Set up content and questionnaires Check - Comments 1 to n - Practice Act/Adjust - Edit 1, 2 …n a) Strengths

§ Department of Electrical Engineering has a good relationship with the industrial sector that facilitates the feedback system so much.

§ The university has QATC which plays a consultative role in building the system to get feedback.

b) Weaknesses

§ No funding for implementation of alumni and labor market surveys. § The number of responses collected from stakeholders is low.

c) Act

§ In 2012 and later, the university has to allocate funds and build a system for surveys from the labor market.

§ In 2012 and later, the department will design a forum to receive more feedback from stakeholders.