O9.3.5

=Business plans, associated policies, strategies and service level agreements are coordinated across the institution.=

Evidence
Pawlowksi (2006) also states that an organization’s long term objectives are contained in its vision, strategy and policy. If an organization is committed to quality development then this needs to be written into these statements. A process to improve the vision, strategies and policies needs to be established. This should involve all staff and the strategies and policies should explain what ‘quality of e-learning’ means. Quality development also needs to be a part of everyday operations and related to all activities. Furthermore, in order to personalize ISO/IEC 19796-1 all relevant actors must be identified. This will often lead to changes in job descriptions and agreements. Also, relevant processes need to be identified in the standard. Next, there should be a setting of quality objectives for each process. Finally, instruments and methods should be identified. The selection of adequate instruments is crucial to the success of a quality system. Connected to the choice of instruments and methods metrics and indicators need to be chosen so that success can be assessed and measured.