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«Using EFQM in higher education: Ten years of experience with programme auditing at Hanzehogeschool Groningen Evert Bisschop Boele, Hiltje Burgler, ...»

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Related to the previous point, it sometimes happens that programmes treat the audit process as a “trick to be performed”. Management, teachers, externals and sometimes even students know how the audit works, which paperwork is expected from them, and which answer they have to give in order to satisfy the committee. Honesty is crucial in auditing, and the quality assurance department of the university does its best to keep honesty and self-criticism at the heart of the process. The less threatening an audit is, the easier this becomes. In the actual audit processes we therefore stress constantly the fact that the process is owned by the programmes themselves, that the results are their results and the conclusions drawn are their proper conclusions.

8.6 The quality assurance of internal quality assurance

Finally, the quality assurance of the internal quality assurance system is crucial. Feedback on the quality of internal quality assurance is one of the items looked at in programme accreditation, and this feedback is positive. Including externally trained auditors in the pool of auditors is a concrete measure to ensure a high level of expertise. However, no surveys on “customer” satisfaction with internal quality assurance processes at Hanzehogeschool Groningen, or on auditors’ views on the auditing system exist so far. This may

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be an area of future improvement. Quality awareness at Hanzehogeschool Groningen should extend to all areas and levels – including quality assurance processes themselves.

References Bakker, Renco; Hardjono, Teun (2002): Management van processen: Identificeren, besturen, beheren en vernieuwen. Deventer/Zaltbommel Borgdorff, Henk; Van der Vos, Johannes; Van Staa, AnneLoes (2007): Kennis in context.

Onderzoek van hogescholen. In: Thema, 2007, 5, p. 10–17.

Expertgroep HBO (1995): Methode voor kwaliteitsverbetering van het hoger onderwijs naar het EFQM-model. Groningen Expertgroep HBO (2004): Methode voor kwaliteitsverbetering van het hoger onderwijs naar het EFQM-model. Vierde versie. Groningen Expertgroup HBO (2006): Method for Improving the Quality of Higher Education Based on the EFQM Model. Translation Fourth Version. Groningen Hanzehogeschool Groningen (2005): Focus 2010. Strategic Plan 2005–2008. Groningen Hanzehogeschool Groningen (2007): HG-kader kwaliteitszorg. Groningen Inspectie van het Onderwijs (2005): Accreditatie: Introductie. Utrecht Inspectie van het Onderwijs; Auditdienst OCW (2005): Accreditatie 2: De kosten in kaart.

Utrecht

Markerink, Frank; Tillema, Kees (2004): Gericht presteren met het INK-managementmodel:

Van visie naar actie. Deventer Ministerie van OCW (1985): Hoger onderwijs: autonomie en kwaliteit. Den Haag Ministerie van OCW (2006): Op weg naar volledige instellingsaccreditatie. Den Haag Ministerie van OCW (2007): Het hoogste goed: Strategische agenda voor het hoger onderwijs-, onderzoek- en wetenschapsbeleid. Den Haag OECD (2007): Thematic Review of Tertiary Education: The Netherlands. Paris Zoontjes, Paul (2007): Toelichting. In: WHW 2007. Wet op het hoger onderwijs en wetenschappelijk onderzoek, tekst & toelichting. Den Haag, p. 7–61

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Contact to authors:

Evert Bisschop Boele Hanzehogeschool Groningen Zernikeplein 7 9747 AS Groningen The Netherlands Email: e.h.bisschop.boele@pl.hanze.nl Hiltje Burgler, Henriette Kuiper Hanzehogeschool Groningen Zernikeplein 4 9747 AN Groningen The Netherlands Email: h.g.burgler-feenstra@pl.hanze.nl h.m.kuiper@pl.hanze.nl Evert Bisschop Boele is advisor to the Executive Board of Hanzehogeschool Groningen.

Henriette Kuiper and Hiltje Burgler are members of the quality assurance team of the General Office of Educational Affairs of Hanzehogeschool Groningen.

110 Beiträge zur Hochschulforschung, Heft 1, 30. Jahrgang, 2008



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