Quality Indicator annual summary report
Learner engagement and employer satisfaction surveys
RTO No. RTO legal name
0667 MAXNetwork Pty Ltd (Trading as Maximus Solutions Australia)
1. Survey response rates
Surveys issued (SI) Surveys received (SR) % response rates = SR *100 / SI Learner engagement 251 251 100% Employer satisfaction 15 10 66.66%
Trends of response statistics:
• which student/employer cohorts provided high/low response rates
• how did response rates compare with previous years (if applicable)
Maximus Solutions Australia predominately works with our JSA Provider MAX
Employment providing jobseekers with training and assessment services. The cohort of students who completed the Learner engagement surveys are predominately jobseekers. Of the 251 surveys received, only 11 of those were from external students undertaking training through funding streams such as User Choice/Traineeships.
The collection method utilised by Maximus Solutions Australia has been highly successful for our Learner Engagement surveys. This has been demonstrated by the fact that in previous years (2011, 2012) we have achieved a 100% response rate for Learner Engagement Surveys. Maximus Solutions Australia value the feedback and comments received from it’s learners, and obtaining this information and it’s importance to our continuous improvement approach is discussed with each individual student/learner. In addition, we build a strong rapport with our students throughout the duration of their training and assessment provision.
Maximus Solutions Australia has dedicated staff members who ensure issuance of all Learner Engagement/Student Questionnaires to each individual student, and ensure the collection of these completed surveys are conducted by our Training Team at the completion of each course. All surveys are recorded in our database on a regular basis and discussed collectively within the Maximus Solutions Australia Training Team. With regards to our Employer Satisfaction Survey, there has been a decrease compared to last year Quality Indicator Annual Summary Report. Maximus Solutions Australia has implemented a systematic approach to obtaining feedback from employers which
Quality Indicator annual summary report, 20 April 2012 Page 2 of 5
commenced in 2014. This approach will ensure our response rated for Employer Satisfaction Surveys meets our target of 90-100% response rate.
2. Survey information feedback
What were the expected or unexpected findings from the survey feedback?
Maximus Solutions Australia implements an ongoing systematic approach to it’s
continuous improvement. As a Registered Training Organisation, we strive to improve all training and assessment services offered to our students, employers and industry. Based on this committed approach, and the continuous improvement items actioned in 2013 (for example, quality trainer recruitment, organisational restructure, review of training
resources and materials) 251 surveys received are reflective of the improvement
approaches we have undertaken. This clearly demonstrates the strategies and approach Maximus Solutions Australia has put into place have a positive outcome for our learners. Of the 251 surveys, the ranges of results demonstrated that 89.2%-100% of students surveys for LQ1-35 were in the range of Strongly Agree and Agree.
An unexpected finding was that 10.8% of students looked for “my own resources to help me learn”. Maximus Solutions Australia has worked extensively with it’s trainers to ensure full resourcing of all courses. A reason for this finding could be proactive and engaged students who wish to obtain further knowledge above the qualification requirements. The later seems to be the main reason due to the fact when we analyse the responses for these students for questions around training resources and materials, in which the responds were in either “Agree” or “Strongly Agree” range.
It was expected, but pleasing to be confirmed by students and employers, that our trainer quality to be of a high standard. This was particularly evident in the responses provided in the “Best Aspects” section of the Learner and Employer Questionnaires. Maximus
Solutions Australia has invested considerable time to our trainers through mentoring and coaching support. Our mentoring and coaching processes have been implemented by our National Training Manager in conjunction with the Compliance and Operations Manager. In addition, we promote and encourage professional development of all our
trainers/assessors to assist in developing their knowledge and skills within the VET industry and the industry sector which they deliver training for (e.g., Retail, Employment Services).
What does the survey feedback tell you about your organisation’s performance?
From the analysis of the 2013 data for both Learner Questionnaires and Employer Questionnaires, there has been a continue increase in the satisfaction of our Students and Employers in the provision of training and assessment by Maximus Solutions Australia.
Maximus Solutions Australia 2012 data identified improvement areas including: • Resources
• Delivery Strategy
• Development and engagement of our Trainers • Practical application of training
Since the 2012 quality indicator data and upon review of feedback through our Student and Employer Questionnaires, Maximus Solutions Australia has invested resources to improve the areas above, which is supported by the feedback provided in our 2013 data. Excluding LQ8 (I looked for my own resources to help me learn), the responses provided
for LQ1-35 saw the response rate for “Strongly Agree” and “Agree” being 93-100%. This range is supported by the feedback provided by Students in the “Best Aspect” section of the questionnaire. Maximus Solutions Australia has been able to action and rectify many of the improvements items that have been provided through our continuous improvement processes such as review of student/employer questionnaires, trainer feedback and industry consultation.
The Survey feedback identifies the improvement in our organisation’s performance, particularly in the way in which we conduct our training and assessment services. In addition the support mechanisms and processes we have put in place have supported this increased improvement of our services.
Our trainers/assessors are critical to our training and assessment service provision. The feedback provided through the questionnaires demonstrates that Maximus Solutions Australia’s trainers/assessors have the skills, knowledge and practical application to pass onto our students. The support mechanisms Maximus Solutions Australia have put in place to support our trainers/assessors, ensures they are able to focus their attention on our students. This is evident in the responses provided by the students and employers is the “What were the best aspects of the training”, whereby comments such as “my trainer make the whole experience worth learning”, “Excellent trainer and experience, I now have confidence in all work and obtaining work”, “very informative and the trainer I have was excellent”, I like the projects that are really close to actual work experience” demonstrates our trainers capacity to engage with our students.
The feedback also demonstrated the students appreciation of engagement with both trainers/assessors and their peers. In addition, the student feedback reported the learning experience more enjoyable. Some students did provide feedback on the improvement of our resources, with room to continue to grow. The feedback did indicate that some of the resources for qualifications such as Retail were repetitive, and at times confusing. Students also felt that aspects of improvement would include more practical application, role plays and group work. Maximus Solutions Australia continues to invest resources in the review of our training and assessment materials, with the resources for our retail qualification undergoing a full review in early 2014.
Quality Indicator annual summary report, 20 April 2012 Page 4 of 5
3. Improvement actions
What preventive or corrective actions have you implemented in response to the feedback?
Maximus Solutions Australia takes a proactive approach to the improvement of our training and assessments services. Our preventive actions that have been implemented based on the feedback provided by our students and employers includes the following:
• Review of our Certificate II in Retail Services training and assessment materials. This includes the development of Role Plays, clustering of units of competency to remove repetition.
• Increasing Trainer access to professional development opportunities including access to VET Industry associations such as VELG, ACPET; implementation of Learning Community Portal – online portal where trainers can obtain resources to assist with delivery, information exchange where they can table questions or discussions points to discuss with other Maximus Solutions Australia Trainers; annual professional development workshop where all trainers come together for two days to discuss all training and assessment components.
• Improvement in the learners experience and access to training – implementation of Orientation and Enrolment Days for classroom based delivered courses. Orientation and Enrolment Days are undertaken 1 week before course
commencement and provide students information on the course, enables them to determine suitability of course, and also for Maximus Solutions Australia to determine if student meets course requirements and are suitable for course/industry.
• Development of online registers (Continuous Improvement, Professional Development, Appeals, etc) which enables our trainers and training
administration team to enter action items directly onto the online register. These registers document steps to be taken, details of improvement/appeals and the date of follow-up.
The above points are an example of the preventive actions Maximus Solutions Australia has implemented in response to feedback provided through the Learner/Employer Questionnaires.
Maximus Solutions Australia conducts regular internal audits to monitor and review the products and processes utilised by the RTO. During an internal audit conducted in November in 2013 and review of the responses provided through the Learner Questionnaires, the following Corrective Actions where identified:
• Review of the Student Code of Conduct, including Disciplinary and Misconduct Procedures (including Student Conduct Agreement)
• Review of Fees and Charges Policy and Procedure
• Review of the Student Handbook and information relayed to students during the Orientation and Enrolment Day and/or Induction Day.
• Review of the Maximus Solutions Australia website content.
As outlined above, Maximus Solutions Australia is committed to the principles of preventive and corrective action to ensure feedback, recommendations and comments received from all relevant stakeholders is responded to and actioned to enable us to continue to provide quality training and assessment services to our students, employers and stakeholders.
How will/do you monitor the effectiveness of these actions?
corrective actions during it’s formalised processes such as regular internal audits,
validation activities, industry forums and student feedback mechanisms. These processes are conducted on a regular basis (quarterly) to ensure we are consistently meeting the needs of not only our students but industry and key stakeholders. The effectiveness of these actions are monitored by Maximus Solutions Australia management through these feedback and review mechanisms, in addition to being reviewed thoroughly by the Compliance and Operations Manager.
