1. Carmen C. Menes - ASAIHL International Conference 2015

Maximizing the Opportunities in CrossBorder Education through ISO 9001
Certification
Carmen C. Menes, Ph.D.
La Consolacion College Bacolod
LA CONSOLACION COLLEGE BACOLOD
Galo corner Gatuslao Streets,
Bacolod City 6100 Negros Occidental
Philippines
The oldest Catholic school in Negros Occidental
Founded in March 19, 1919
Administered by
The Augustinian Sisters of Our Lady of Consolation
Accredited by:
Philippine Accrediting Association of Schools, Colleges and Universities
Philippine Association of Colleges and Universities Commission on Accreditation
ISO 9001:2008 Certified
EVANGELIZE…
EDUCATE…
…. TRANSFORM THE COMMUNITY
….. MEET WORLD’S CHALLENGES
GLOBALLY COMPETITIVE
STEWARDS OF CREATION
Maximizing the Opportunities in Cross-Border
Education through ISO 9001 Certification
INTRODUCTION
The ASEAN integration this year 2015 would impact all
organizations in the region.
The integration does not exempt academic institutions in the
Philippines.
It includes in its mandate the ASEAN Universities Network
to enhance cooperation among member universities and
facilitate the mobility of both students and staff in the region
INTRODUCTION
Since the education systems among ASEAN countries are
different from one another, the lack of unified standard in
university education system is the key challenge faced by
universities in the ASEAN Economic Community
With the mutual recognition agreement, the Philippine
Qualifications Framework should be parallel with that of the
other member countries.
To gain competitive advantage and enhance quality and
efficiency, ISO certification can be of great help.
FRAMEWORK
Create
Urgency
Anchor the
changes in
corporate culture
Form a powerful
coalition
Build on the
change
Kotler's 8-Step Change Model
Leading Change (1996)
Create a vision
for change
Create shortterm wins
Communicate
the Vision
Remove
Obstacles
DESIGN
• Qualitative Research
• Case Study Approach
• Explanatory (Yin,
2009) Case Study
Protocol
DATA COLLECTION AND
TRIANGULATION
• OBSERVATION
• Orientations (4)
• Writeshops (4)
• Internal (4) and External (2)
Audits
• DOCUMENT REVIEW
• Internal audit results
• Minutes of management
review meetings
• External audit results
• Interview
• Deans (2), Heads (2),
Internal Auditors (2)
DATA ANALYSIS
• Pattern matching
• Explanation building
Organizational and Managerial Processes
• Implementing ISO 9001 Conformant Processes
• Training
• Orientation
• Procedures Writeshop
• Documented processes – enhance
• Undocumented processes – write from scratch
• Consolidate Writeshop outputs into Manuals
• Control documents and records
• Apply the processes/Implement the Manuals
• Conduct Internal audit
• Management Review – plan for implementation of corrective and/or
preventive actions
• Submit for external audit/certification
• Series of orientations were conducted
• Orientations were not followed up with
understanding check
• Fear of the voluminous work ahead
• Unfounded fear that ISO certification is a
difficult and stringent process
• Willingness and excitement to be ISO
certified
• Misconception that:
• only a few personnel are
involved
• what should be written in the
procedures manual are the
ideal processes
• Journey together
• Make our way to ISO certification
EASY
• Four batches: administrators,
non-teaching personnel,
academic services cluster,
academic cluster
• Discrepancies between
practices and provisions in
the existing manuals
• Difficulty in converting
written procedures into
flowcharts due to lack of
training on flowcharting
• Very short period given in
documenting the procedures
(Huwag madaliin! Huwag ipilit kung
hindi tayo handa! (don’t rush! Don’t
push if we are not ready)
• Fear of not meeting the timeline
• Writing the ideal procedure, not
what is being done
• Hope to finish as scheduled
Preparation and Review of Documentation
(Policy Manuals – Levels 1 to 4)
• Impossible to read, understand and
apply all processes prior to audit
• Reviewers did not pay attention to
details
• Several process owners led to
confusion (due to varying practices
across departments)  whose
practice will prevail
• Not all process owners were
involved in the writeshop; made to
review what they have not written
Apply Processes/Implement Manuals
• Personnel were used to old practice
• At the onset, we did not follow the ISO adage which says:
• SAY WHAT YOU DO, DO WHAT YOU SAY AND PROVE!
• Confusion
• Use of forms (old or new forms)
• Who will supply the forms (budget constraints – office
supplies)
• Too short period of time given to personnel to read, understand or review the voluminous
documents (Manuals – Levels 1 to 4)
• Some process owners not aware of the procedure
• Apprehension they might not pass the audit
• Fear of not being able to comply with CARs (corrective action requests)
• Extension for close out
• Conflicting schedules
• Very strict auditors
• Realization: lots of unacceptable practices
• Confusion who will be followed the internal auditors or the QMR and
consultant?
• Compliance is beyond control
of the auditee/audited unit
• Long list of CARs is
threatening
• Request for
extension of
compliance
•Request for extension
•Limited budget
•Conflicting schedules
•Fear: Meeting the requirement; comply on
time/as scheduled
External Audit
• Fear: not being able to make it; too expensive to repeat the
process
• Zero NCs (non-compliance)
• Long list of OFI (opportunities for improvement)
• Misconception: strict and intimidating auditors; however,
friendly and non-threatening auditors
• Keen eye (tanda!) seasoned by experience
• Aspirations: pass and be certified
An interesting area of future research would be
the (continual) improvement activities after
certification of quality management system.
ISO certified, documented and implemented
processes paved the way for efficient
management, monitoring, and improvement of
various areas of operations of an academic
institution.
Our ISO certification offers us many
opportunities, to mention a few – this qualifies
us to offer TNE (Transnational Education) as per
CMO #2 s 2008 and CMO#2 s 2015
Enhancement of delivery of ETEEAP
Liberty to offer continuing education in various
modes of delivery
• The college has opened the gate to a systematic approach
of improving processes; a constant process of improving the
college in all areas of its operations.
• At present, the certified system of the college is the main
guide of administrators in carrying out their functions.
• We can be granted permit by the Commission on Higher
Education to offer TNE (Trans National Education)
• If a process has not been established for a particular undertaking, it is
automatically recommended by concerned officer/administrator that a
procedure be documented, approved and disseminated for
implementation.
• The raising of prestige and better position in the ranking of the college
is a result of its quality management system and having ISO certified.
• Our success can serve as a starting point to other academic
institutions with up to standard procedures and processes but without
the underpinning framework needed to be ISO 9001.
Sister Gavina F. Barrera, OSA, PhD
President, LCC Bacolod
Sister Jennifer R. de la Cruz, OSA
Vice President for Finance and Administration
Sister Maria A. Garcia, OSA
Administrative Officer, Academic Affairs Office
Mr. Joji Linaugo
Head, Research Office (Research Director)