Recognised Quality

A worldwide operating quality manager has been appointed to collect all feedback data, inform BSN’s board of directors on a regular basis about the results, and sees to it that actions are taken when needed and reported on. Also this manager sees to it that innovations/changes in the whole MBA programme are on the agenda as agreed and well taken care of. She also monitors the effects of improvements so as to decide whether the goal has been met or not.

So, quality improvements are embedded in a PDCA cycle, innovations/changes are seen to on a regular basis. Via students’ – and tutors’ feedback questionnaires (SFQ TFQ) information is gathered about all the items students are offered (tutor performance, materials, services, feedback on assignments, coaching by AL coach, administration, marketing, use of internet and so on). When improvements are needed rather urgently (bad performance of tutor, mistakes in materials) the programme manager, who receives a summary of the SFQ and the TFQ immediately will take actions.
Quality requirement for almost all items for which BSN asks for feedback is a minimum score within an MBA set on average of 7 out of 10. Is the score lower, the department that is responsible for the specific item(s) is informed, the problem is investigated and actions are taken.

Every six months the board of directors is informed about the SFQ and TFQ results and actions already undertaken, and proposed actions. The board decides and sees to it that the actions are taken and results are implemented. This is all part of our QAS (Quality assurance system). In this system there is also a planning of a two year revision of the MBA programmes, and planning for the making and execution of a quality improvement plan every two years. Input for the improvement plan is all summarised SFQ’s and TFQ’s, info from accreditation boards/ CEDEO, meetings with alumni, the group of tutors and individual meetings with tutors. Heads of several departments are part of this two yearly quality group. The group decides what is important, not so important, urgent and not so urgent. The group prepares a quality improvement proposal for a lot of items and also makes suggestions to the board for further investigation of improvements needed. The board decides on this plan and sees to it, together with the international quality manager, that the plan is executed/ implemented. The plan holds very different items, from changing items of the lunches offered, to digitalisation, changing assignments, adding new programme items, marketing improvements, registry improvements and so on.