Stakeholder involvement
With the stakeholders’ contributions to the meaningful mechanism or essential decision-making, the University understands that strengthening the relationships with influential stakeholder groups is particularly important to develop and maintain the quality of education. FPT University has used various methods to determine stakeholders’ satisfaction and dissatisfaction. These methods include surveys, feedback, evaluations, and information exchange through formal and informal meetings. These collected data are then analyzed so that problems, issues, concerns, changes for further satisfaction, and areas needed for improvement in the future can be raised and solved.
Surveys
The process of conducting different types of surveys in FPTU follows the Plan-Do-Check-Act cycle (PDCA). The process as follows:
Survey planning
- – Conduct surveys need to be planned with contents as in the Survey Plan Form 04.03-BM/DH/HDCV/FE (used for all types of surveys): stating the survey object, survey method, survey time, response rate, risks, ways to overcome risks, and implementation resources, etc.
Types of surveys, methods, and time of conduction as the following table:
Table: Stakeholders’ involvement in the Quality Assurance process
| Stakeholder group | Satisfaction Measure | Purpose | Data collection method | Period |
|---|---|---|---|---|
Students | Evaluate lecturers of each course | Online questionnaire via FAP system | Toward the end of the course | |
Students | Evaluate the overall experience of senior students | Online questionnaire via email | The last semester of the senior year (the 12th week of the semester) | |
Students | Evaluate the quality of the business where students conduct the OJT | Online questionnaire via email | After the OJT | |
Alumni | Feedback from alumni on the program and survey on their employment status | Online questionnaire via email | 12 months after graduation | |
Employer | Feedback from employers on programs | Paper/ Online questionnaire via email | Annually | |
Employer | Evaluate the students’ skills and knowledge in their OJT period | Evaluation from the employer via email | After the OJT | |
Faculty members and Staff | Evaluate faculty members’ and staff’s satisfaction with the supporting activities | Online questionnaire via email | Annually (in December) | |
Faculty members and Staff | Evaluate syllabi, textbooks, and materials | Via email and reports of the faculty members’ Heads | The 13th week of the semester |
Evaluate survey results
Data will be synthesized, classified, and transferred to relevant departments to evaluate survey results, offer handling plans or take corrective and preventive actions. The final report will be sent to the Management Board and related stakeholders.
Details as follows
- – Departments conducting surveys reviews, analyzes, and evaluates the survey results after the survey results are available.
- – Departments conducting surveys report on survey results to the Board of Directors and Board of Management within 7 working days after the survey is completed. The survey report must include the following information: total number of survey sample, total number of responses, assessment scores for each survey content, information on analysis of survey results, comparison of scores/results of each criterion over periods (average of 3 years) and other information at the request of the Management.
- – No more than 7 working days from the end of the survey, the departments conducting the survey send the survey results related to the departments for joint handling. A meeting shall be held to review and evaluate the survey results and take action to handle, remedy and prevent according to the survey results.
- – Implement actions after analyzing and evaluating.
- – Monitor the performance and report to the Board of Directors.
Improved surveying process
- – Based on the results of the analysis and evaluation of survey results, relevant departments identify and offer improvement actions for related activities.
- – Make improvements.
- – Track improvement actions and report to the Board of Directors.
Feedback
Students can also provide feedback through other channels, such as the Facebook group of all FPT University Students, or emails to [email protected] (specifically for general feedback) or the Academic Head, Vice Rector, or Rector of the University. Likewise, the faculty members can raise their voices to institutional and department leaders in regular meetings each week and at the end of each semester. The IT Depart also organizes regular workshops/ seminars/ talks for all lecturers to deliver presentations on disciplinary matters.
The process of handling stakeholders’ feedback is illustrated in the fig above. QA procedures are informed through the University website, the internal system for QA activities, and the FAP system.