The application of quality standards and performance at lebanese Universities : the experience of AUL in applying quality standards

الملخص EN

The application of quality is not limited to production firms.

Nowadays quality standards have moved heavily into health, food, transportation, finance as well as educational services.

The idea of applying ISO standards in universities is still not widely spread in Lebanon.

All universities in Lebanon are almost providing the same standards of educational services.

To have competition among universities and to focus on the highest quality educational services, AUL committed itself to adopt quality standards.

Commitment from Board of Trustees has issued in the year 2010, the quality department has started immediately.

Condensed and intensive quality ISO awareness has elicited from the main branch and moved to all Branches and study centers.

Over a period of one year, majority of academic and co academic staff received training in the basic principles of ISO 9001/2008 quality standards.

The establishment of processes, the assigning of process owners, the creation of policies, procedures, work instructions, key performance indicators has been established.

KPIs have been monitored, corrective and preventive action plans have been taken until the year 2011 where the university has been certified as ISO 9001/2008 quality standards.

A qualitative study has been conducted at AUL by interviewing academic and co academic directors; it reveals a recognizable change in the performance of the university.

The behavior of employees showed a positive change and students are more satisfied as evidenced by their evaluation to the educational services of the university.