IBEC Quality Assurance Procedures.pdf - IBEC Training and ...

IBEC MANAGEMENT TRAINING & 

DEVELOPMENT SERVICE 

HETAC QUALITY MANAGEMENT SYSTEM 

Quality Management system, Rev: 002 Date: 4/01/2007 Training and Development Unit Page 1 of 69

Quality Management System - IBEC Training Unit 

TABLE OF CONTENTS 

Topic 

HETAC 

Clause 

Supporting Documents 

SECTION A 

Introduction to document 3 

Continuous Improvement Cycle 5 

Profile & Mission Statement A – 1 6 

Quality Policy 

Section B Quality Policy 8 

1.1 – 1.7 

Self Evaluation Policy Self Evaluation Policy 11 

Communications Policy Communications Policy 12 

Recruitment Policy Recruitment Policy 13 

SECTION B 

Management Structure 16 

Staff Responsibilities and 

Organisation Chart 

B - 2.1 Org Chart 17 

Page 

Monitoring of Quality Objectives 

Effective actions from monitoring 

No quantifiable monitoring 

B - 2.2 

2.3 

2.4 

QP011 Management Review 20 

Programme for design and approval, 

subjects and Modules 

B – 3.1 

Stages in Design,Approval and 

Delivery of New Programmes 

QP007 Programme Design 

QP007A Pilot Programme 

QP007B Training Programme 

QP007C Planning Training 

22 

23 

29 

30 

32 

Assessment of learners 

B – 3.2 

QP010 Assessment of Learners 

NCI Exam Regs 

33 

37 

Ongoing monitoring of programmes B – 3.3 QP008 Programme Monitoring 44 

Evaluation of each programme at 

regular intervals B – 3.4 

QP011 

QP012 

SOP04 

Internal Evaluation 

External Evaluation 

Presenters Checklist 

46 

49 

51 

Selection, appointment, appraisal B – 3.5 QP006 Staff Selection & Appraisal 53 

and development of staff 

Evaluating premises, equipment and 

facilities B – 3.6 

QP009 Service Evaluation 

SOP005 Confederation House 

57 

60 

Evaluating services related to 

programmes of higher education B – 3.7 

Quality Manual 

62 

and training 

Evaluating the effectiveness of quality 

QP003 Internal Audit 

63 

assurance procedures B – 3.8 QP004 Corrective Actions 

65 



SECTION C 

General Agreement with Collaborating 

Bodies C - 1 67 

SECTION A 

INTRODUCTION & BACKGROUND 



Development of a Quality Management System for IBEC 

In reviewing the requirements of Quality Standards for HETAC. We need to 

ensure that the documentation we put in place adds value to our organisation 

and provides a framework for continuous improvement and learner satisfaction. 

HETAC are aware as per section 2.3 of their Mission Statement that there is no 

single correct model for quality assurance and the pressure to write and comply 

with procedures which do not focus their attention on the pursuit of excellence 

must be avoided. 

We define Quality as the design development and deliver of academic courses 

which meet and exceed the expectations of the learner. 

We have therefore developed a Quality Assurance System which addresses the 

HETAC criteria for Quality Assurance in Higher Education and focuses its 

attention on the pursuit of excellence and continuous improvement in high 

academic achievement 

System Configuration 

The System comprises of: 

1. A Quality Manual which addresses or references all clauses of the 

Standard 

2. Quality Procedures, which define in detail how specific requirements are 

addressed 

3. Continuous improvement process flowchart 

4. Policies 



Quality System 

Quality 

Procedures 

Quality 

Manual 

Forms 

Flow 

Charts 

Staff Training 

Internal Monitoring 

External Monitoring 

Corrective Actions 

Learner Feedback 

Tutor Feedback 

Monitoring Records 

Purchasing 

Resources 

MONTHLY 

REPORTS 

Quality Review 

Programme Review 

Resources 

Management Commitment 

SWOT Analysis 

6 Monthly 

Management 

Review 



INTRODUCTION 

ORGANISATION PROFILE & MISSION STATEMENT 

IBEC will vigorously promote the interests of Irish business and employers by 

working to create and sustain a competitive business environment that 

encourages enterprise and growth. 

As the recognised independent voice of business, IBEC is dedicated to meeting 

members needs by providing leadership and excellent services through its team 

of committed and professional staff. 

The Irish Business and Employers Confederation (IBEC) is an independent 

organisation representing companies from all sectors of economic and 

commercial activity. IBEC is funded entirely by subscriptions and fees from 

members. 

IBEC’s expertise, member involvement and network of access to Irish and EU 

policy makers, allows the Confederation to represent business at all levels. IBEC 

provides vital ‘hands-on’ services, mobilises sectoral associations and other 

groupings to pursue common goals: responds effectively to current issues and 

protects members’ interests. A vital function of the Confederation is to influence 

the agenda and the policies that affect Irish business and employers. 

This service is provided by highly qualified staff through a regional network that 

includes the headquarters in Dublin and offices in Cork, Waterford, Galway, 

Limerick, Donegal, along with an EU office in Brussels. 

IBEC provides: 

Effective representation in relations with the Government, trade unions and 

EU Institutions on all commercial, economic, industrial and employee 

relations issues; 

Professional advice, information and immediate hands on assistance on 

human resource issues; 

Essential information and advice on other areas affecting the organisation, 

such as taxation, environmental affairs, transport, energy and trade; 

An opportunity to influence policymaking at national and European levels; 

Constant monitoring of political, economic and social developments; 

A forum to generate ideas, contacts and business opportunities 

Membership of the appropriate sectoral body with direct links to 

corresponding European associations; 

Conferences, seminars, specialist publications, statistics, business sector 

profiles and customised research 

A comprehensive range of specialist and technical consultancy services such 

as human resource management, health, safety and environment training 

and development. 



THE TRAINING AND DEVELOPMENT UNIT 

Mission 

IBEC aims to deliver high quality, relevant, practical and accredited training 

programmes to members with the aim of raising the standard of management 

education among those organisations that are part of our network. Our goal is to 

become the supplier of choice in the delivery of executive education programmes 

of both short and long duration. 

Training Background and Philosophy 

The Training Unit within IBEC was established in 1986 as a result of the demand 

from member organisations for IBEC's assistance in the area of management 

development. The objective was to encourage member companies to be more 

proactive in the development of their people management expertise. 

Traditionally IBEC had a reactive role, which involved advising companies when 

industrial relations issues arose. By providing training for managers and 

supervisors in the area of human resource management, IBEC's vision was that 

member organisations would then become more proactive in the way in which 

they managed their people. 

The services provided by the Training Unit have expanded over the past twenty 

years. Initially the focus was solely in areas of core competence which 

encompassed training in industrial relations and employment legislation. This 

training was delivered solely by IBEC staff whose expertise and practical 

involvement in these areas gave our brand its’ reputation for quality and 

relevance. Although IBEC has built a reputation for quality and excellence in 

these two key areas, our programmes have now expanded to include many other 

areas of management development and interpersonal skills training. This growth 

in our service was prompted by the demand from members for training to include 

these elements of development along with our core areas of expertise. 

Traditionally, IBEC aimed the majority of their training programmes at front line 

managers as the hands-on experience of IR executives was most suited to this 

level of management. Increasingly there has been an expansion in the levels of 

programmes offered, with a range of courses now available to middle and senior 

management. Also, this broader range of programmes was introduced as part of 

IBEC's strategy of enhancing our reputation in the HR field as well as providing 

another tangible value-added service to IBEC members and potential members 

in both unionised and non-unionised organisations. 

The purpose therefore of the training service is to add value to our members by 

providing a range of practical and relevant management development 

programmes at competitive rates, whilst generating an agreed contribution 

towards overall income. This is the philosophy guiding all decision making in the 

training function in the past and going forward. 



Quality Policy 

The goal of IBEC’s Management Training unit is to identify the current and future 

training requirements of its members, to initiate and develop training programmes 

to satisfy these needs and to market these programmes accordingly. 

Quality is defined by our members as well as a range of internal standards and 

procedures which operate within the training unit. There is a clear need, therefore, to 

accurately establish member’s requirements, and to respond rapidly and effectively to 

meet them. 

The quality of our management development programmes is achieved through 

detailed planning, monitoring of legislative changes, analysis of member 

feedback and a continuous improvement ethos. 

The unit focuses its attention on the development of a number of quality related 

issues and ensures that measurable quality objectives are established each year 

at function level in order to maintain our focus on continuous improvement 

The objectives for 2006/2007 are as follows 

To have all accredited programmes on the National Framework 

To develop and maintain a Quality Management System which meets the 

requirements of HETAC certification. 

To ensure that all IBEC staff, involved in FAS funded programmes are 

registered on the National Register of Trainers. 

To monitor and evaluate the feedback from training to ensure the learning 

outcomes are achieved. 

To provide continuous monitoring of trainers skills in the delivery of 

programmes to ensure that materials/content are up to date. 

The policies, organisation and procedures detailed in the Quality Manual are 

designed to achieve our quality goals in the most efficient manner. 

Our quality objectives are established on a bi-annual basis and are continuously 

monitored by senior management throughout the year to ensure their 

achievement. 



A management review meeting is held every six months to review the entire 

workings of the quality management system. During these reviews the quality 

objectives will be scrutinised and assessed against targets. 

Where objectives have been achieved new ones are established for the following 

year as part of our drive towards continuous improvement 

The results of the review will be made available to external evaluators in order to 

ensure objectivity. The evaluators will also independently assess our systems 

and programmes and produce a report for management. 

All external parties will be required to give an undertaking that in reviewing any 

documentation and records that they are totally independent and are not placing 

themselves in a position where a conflict of interest may arise. 

A quality manager has been appointed to ensure that all processes required for 

the quality management system are established, implemented and maintained. 

She reports directly to the head of training on the performance of the quality 

management system and any need for improvement. 

The academic staff, chosen by IBEC to deliver its programmes are recognised 

experts in their fields and fall into two categories: 

1. Internal Tutors who are members of IBEC staff 

2. External Tutors are appointed on the basis of qualifications, business expertise 

and the ability to impart their knowledge to a receptive student body 

All tutors must be qualified to a level above the programme they are delivering. 

On completion of programme each tutor is rated on performance by analysis of 

student feedback reports. 

All learning material required for the successful completion of courses such as 

course handouts, copies of legislation and prescribed reading matter are supplied 

by IBEC 

In order to facilitate our members we will endeavour to deliver our courses at a 

regional level in venues, which have previously been rated and approved by us 

on the basis of: 

Facilities 

Location 

Cuisine 

Staff support 



The Training and Development Service consider the quality aspects of all training 

delivery and design to be of paramount importance, as only service which 

provides on-going customer satisfaction will guarantee the continuing success 

and growth of this service within IBEC. 

Jenny Hayes Date: 17 August 2006 

Carol Kenna Date: 17 August 2006 



Self Evaluation Policy 

At the beginning of each year the Training Unit will draw up an internal audit 

schedule, indicating when Programmes and areas of the Quality System will be 

assessed. 

The schedule will be posted on the computer network in order that all staff are 

made aware in advance as to when the evaluation of their section is taking place. 

The focus of the evaluation will be, to gather objective evidence to confirm that: 

a) The processes are working as documented 

b) The courses fulfil the requirements of the learners and Evaluation Bodies 

c) Feedback from learners and tutors is analysed and acted upon 

d) That all staff are aware of their roles and responsibilities within the Unit 

In order to insure objectivity, personnel independent of the area being examined 

will conduct the evaluation. 

Learners will be interviewed and their progress assessed to ensure that the 

programme is meeting their expectations. 

The resulting report will focus on the effectiveness of the programme, highlighting the 

strengths and weaknesses and recommendations for improvement. 

An improvement plan will be drawn up on foot of the evaluation report and 

submitted to senior management for approval. 





Communications Policy 

It is the policy of IBEC to communicate effectively with our Staff, Learners and 

Stakeholders. We believe that in order to be effective, communications must be a 

two way process and with this in mind we ensure that staff, learners and 

stakeholders are kept fully informed of all activities and courses which may be of 

interest to them. 

We will communicate with our staff through: 

memos and internal Intranet 

regular staff meetings, emails, 

We communicate with our learners and stakeholders through our Website, which 

is updated weekly 

At the beginning of each year the unit will draw up a course prospectus outlining: 

Programme Titles 

Programme Objectives 

Dates and Venues 

Duration 

Cost 

The prospectus is posted to all members and made available on the IBEC 

Website. 

Mailshots are posted on a regional basis to all IBEC members informing them of 

upcoming events in their regions. 

Feedback is also seen as a vital source of information, which enables us to 

monitor our services. Course evaluation forms are analysed on completion of our 

programmes in order to identify areas for improvement. 

Signed: 

Date: 

Jenny Hayes (Head of Management Training) 



Recruitment and Selection Policy 

Policy Objective: 

To provide clarity relating to conditions and rules regarding appointments. To 

ensure appropriate procedures are in place to facilitate effective recruitment and 

selection in the Confederation that is in keeping with best practice 

Appointments and Promotion 

It is IBEC policy to encourage all employees to compete for 

vacancies/promotions within the Confederation for which they have the 

necessary experience, qualifications, ability and potential and from which they 

are not precluded from applying by reason of their employment contract 

Ordinarily vacancies for long term positions (Permanent or Fixed Term of 12 

months or more) that arise within the Confederation will be advertised internally 

on the IBEC Intranet. 

In the case of organisational restructuring, IBEC may make internal 

appointments without recourse to competition. 

IBEC reserves the right to advertise or source candidates externally for all 

positions. 

It is IBEC’s policy that all staff and potential staff have equality of opportunity 

regardless of gender, age, ethnic origin, race, family status, marital status, 

religious or political beliefs, sexual orientation, membership of the traveller 

community or disability. 

Internal candidates should inform their IBEC Director prior to formally applying for 

a vacancy. 

An up to date Curriculum Vitae should accompany formal applications which 

should be sent to the Assistant Director, Internal HR. Except in exceptional 

circumstances, secondment from permanent positions to fixed term positions 

cannot be accommodated 

In the case of internal appointments/promotions, unless otherwise agreed in 

writing, the option of returning to a previous position or indeed to an alternative 

position will not be available. Where the person’s performance in their new role 

does not meet expectations, all reasonable assistance and support will be 

provided by the Confederation. 

A position description and person specification will be available for all positions 

advertised. The person specification will form the basis for the selection criteria. 



IBEC is an equal opportunities employer and candidates for 

recruitment/promotion will be assessed solely on the basis of their ability, 

qualifications and suitability for the position applied for. 

Advertisements, liaising with agencies, interviews and assessments relating to 

recruitment are co-ordinated and managed by the Assistant Director, Internal HR 

in consultation with relevant Directors 

Decisions relating to selection will be made by the relevant IBEC Director and 

the Finance Director; final decisions for all appointments rest with the Director 

General. Final decisions and offers of employment will only be made following 

reference checks and medical assessment co-ordinated by the Assistant 

Director, Internal HR. 

Unsuccessful internal candidates will receive personal feedback regarding their 

application from the Assistant Director, Internal HR or the relevant IBEC Director. 





SECTION B 



IBEC’s Management Structure / Systems 

Introduction 

IBEC’s management will play a key role in the development and maintenance of 

a quality assurance culture by ensuring effective implementation of the 

procedures in this Handbook. By proactively fostering a quality assurance ethos, 

management will guarantee that the culture takes root and becomes part and 

parcel of all IBEC’s activities. 

The Training team meets once per month. Procedures and protocols for the 

preparation, running, and follow-up to the meetings have been agreed and 

include; formal minute-taking; all proposed additional items for agenda to be 

supported by advance documentation; formal communication of decisions taken 

and actions proposed, including responsibilities and review of actions taken. The 

training team is led by the Head of Mgt Training, and is comprised of 

Management Training Executive, Training Project Officer and two Executive 

Support Staff. The role of this group is to oversee the progress, evaluation and 

design of new and existing programmes, ensuring all comply with the quality 

standards outlined earlier. 

We are committed to the development and improvement of the quality 

management system. 

Weekly Review meetings are held, focusing on the service we provide to our 

members. Meetings cover topics such as: 

Review upcoming events and assign responsibilities 

Update Training diary (in soft copy on Lotus Notes) 

Feedback from courses 

Performance and related issues 

The output of the meeting results in an action plan for the coming week. 

The quality policy, which has been established, is reviewed every six months to 

address continuing quality objectives. 

To ensure the highest level of service, all necessary resources are made 

available, including highly qualified and dedicated presenters and support 

services. Such management commitment ensures a high quality service and 

subsequent member satisfaction. 

Each Training team meeting is provided with a progress report on actions from 

the previous meeting. 



Organisational Chart & Responsibilities (HETAC 2.1) 

IR/HR DIRECTOR 

HEAD OF MANAGEMENT 

TRAINING 

COURSE PRESENTERS 

MANAGEMENT 

TRAINING EXECUTIVE 

PROGRAMME BOARD 

External Evaluators 

PROJECT OFFICER 

EXECUTIVE SUPPORT 

EXECUTIVE SUPPORT 

Head of Management Training 

The Head of Training is a member of the middle management team and is 

responsible for the overall management of training programmes, ensuring they 

meet member needs. She has a key role in the design of IBEC’s Training Policy 

Document which aims at ensuring that training is a key focus in all IBEC’s 

training activity going forward. 

The Head of Management Training oversees arrangements with other institutions 

for the purpose of offering joint courses of study. She makes arrangements to 

develop any consultancy or training development work undertaken by IBEC, 

either separately or jointly including participation in training with third level 

institutions. She represents IBEC on a range of external committees and Boards, 

ensuring the Training agenda is one that maintains a key position across the 

business community. She heads up the internal training committee responsible 

for programme design, quality, evaluation and development. 



Training Executive 

The Training Executive is responsible for Managing the running of public and in 

company training programmes. Managing the weekly meetings and workload of 

the training unit, responsibilities include the setting up of in company training, 

monitoring customer service, provision of monthly accounts for Management 

Training and Quality manager for the quality system. The Training Executive 

also represents IBEC on the FAS/EI National Register of Trainers Committee 

Training Project Officer 

Training Project Officer is responsible include administration of management 

training programmes for National Centre of Excellence including liaising with 

training providers, venues, event booking, customer service, 

Internal Auditor for quality system. Systems used include Purchase order 

system, Event Management System, Evaluation/Ratings. 

Executive Support 

Administration for management training programmes. Event booking, customer 

service. 

Systems used include: Purchase order system, Event Management System, 

Evaluation/Ratings. 

Programme Board 

The Programme Board is made up of Training Unit Representatives, Academic 

Staff, Learner and Stakeholder Representatives 

The Board meet at the end of each term to review the courses delivered under 

the following headings: 

Achievement of objectives 

Learner outcomes 

Course content and changes in legislation 

Analysis of learner geedback 

Quality of handouts and training material 

Quality of support systems 

Suitability of venues 

Administration facilities 

Analysis of stakeholder feedback 

Tutor rating 

Corrective/Preventive Actions 

On completion of their review the board will produce a report of the findings and 

recommendations and present it to the senior management in IBEC. 

External Evaluators 

The external evaluators ensure that internal evaluations are working effectively 

and independently appraise the system to ensure that it complies with best 

practice within Higher Education. 

They will independently audit the systems and programmes and compile a report 

for senior management. 



Course Presenters 

The course presenters, in conjunction with the Training Unit are responsible for 

designing the courses and determining the Syllabus, Inputs, Outcomes, Learning 

and Assessment methodologies 

They are also responsible for delivering the course to the learners. 



Quality Objectives (HETAC 2.2) 

IBEC set measurable quality objectives at our Unit Review Meetings, which are 

held every six months. The quality objectives are consistant and supplement 

those set on our Quality Policy. The Programmes objectives are established and 

documented during the course design process. These objectives are 

continuously monitored throughout the year at our monthly meetings to ensure 

that they remain realistic and that they are being achieved. 

Ref: QP011 Management review 

Supporting Documents: (Monthly Meeting of Training Team) 

(Management Review) 

Internal Audit (HETAC 2.3 & 2.4) 

We conduct regular internal system and process audits in order to objectively 

monitor our processes and identify areas for improvement: 

(Internal Audit Number 1) 

The auditor responsible for the monitoring process is always independent of the 

area being monitored. 

A procedure has been documented describing how we control the process for 

conducting periodic audits of the quality system and programmes. 

Ref: QP003 (Internal Audit) 

QP005 (Corrective Actions) 

Monitoring and Measurement of Processes 

We ensure that the QMS system has been developed around our operations and 

not just around HETAC Standards, in this way we can assure that the QMS is a 

practical working, beneficial tool and not "Stand Alone". 

IBEC continually monitor political, economic and social developments and 

through our partnership in government we are in the position to influence the 

agenda and the policies that affect Irish business and employers 

This information allows us to continually monitor and develop our programmes in 

light of changing legislation at national and European level, which will affect Irish 

industry. 

It can be seen from the above list that some of the items listed are tangible 

whereas others are subjective. It is a combination of both aspects, which allow 

us to measure & monitor our processes. 

The quality of our service delivered to our Learners is as stated, constantly 

monitored through the results of attention to: Learners feedback, internal & 

external audits, Corrective Actions, etc. 



Monitoring and Measurement of Service (HETAC 2.5) 

IBEC is an independent organisation representing companies from all sectors of 

economic and commercial activity. We are funded entirely by subscriptions and 

fees from members. 

We operate a manned help desk during business hours five days a week and 

unmanned service covering the remainder of time. 

We monitor our service performance by examining and analysing feedback from 

Course Presenter & Member/Learners. The rating of Venues and ancillary 

services is also assessed to ensure that they complement and are conducive to 

the learning experience 

In the absence of direct feedback, we monitor 

Renewal of membership 

New members and referrals 

Non renewal of membership 

Booking history on programmes i.e which courses are of interest to 

particular companies 

Course progression i.e Certificate to Diploma 

The results of such monitoring are recorded in our monthly review minutes. 

QP008 (Programme Monitoring) 

QP005 (Corrective Actions) 



Design, Approval and Delivery of New Programmes 

Stage 4: 

Planning Programme 

Training 

Stage 1: 

Procedures for the 

Design and External 

Validation of New 

Programmes 

Stage 3: 

Running a Training 

Programme 

Stage 2: 

Running a Pilot 

Programme 



Design, Approval and Delivery of New Programmes (HETAC 3.1) 

Courses are planned, designed and developed in accordance with the following 

procedures 

QP007 Programme Design and Approval 

QP007A Running a Pilot Programme 

QP007B Running a Training Programme 

QP007C Planning Training Programmes 

Industry 

Requirements 

Demand Standards Legislation 

Programme Design 

Validating 

Body 

Pilot Programme 

Results 

Analysed 

Course included 

In Training Plan 



QMS PROCEDURE 

Subject: Programme Design 

Number QP007 

Issued By: Carol Kenna Approved By: Jenny Hayes 

Effective Date 1 st August 2006 Rev: 001 

Procedures for the Design and External Validation of New Programmes 

The procedures outlined below guide the Management Training Unit in the 

approval and validation of new programmes. These procedures and guidelines 

also apply to any significant changes to existing programmes. 

1. PURPOSE 

1.1 The purpose of these procedures and guidelines is to ensure the proposed 

programme : 

2. SCOPE 

Is consistent with IBEC’s Strategic Plan and contributes to achieving 

IBEC’s aims and objectives 

Offers a valuable educational experience to learners 

Meets the needs of members in the area of training and development 

Takes cognisance of the National Qualifications Framework and 

implements the procedures of collaborating institutions in relation to 

access, transfer and progression 

Complies with all requirements of the relevant approved external 

validating bodies where applicable in joint venture courses. 

2.1 The document refers to all courses offered by IBEC where there is 

responsibility for curriculum development and the assessment of learners. 

3. PROPOSALS ON NEW PROGRAMMES SUGGESTED INTERNALLY 

Upon receiving an idea for a new programme from an IR/HR Executive, the 

Management Training Unit will meet to discuss the viability of the programme. 

We will look to previous feedback forms on related programmes to gauge the 

demand for such a programme. 

We will meet with the Executive to discuss the proposed programme in more 

detail (i.e. content, who the programme is pitched at, the need for such a 

programme etc). 



We will liase with other IBEC departments to ensure that there is no overlapping 

in such a programme. Plans for a pilot programme will be put in place and the 

programme will be reviewed and maintained regularly from then. 

4.1 The proposal for any new programme design takes into account the 

following: 

Demand from industry 

Demand from prospective members 

Institute and School/Department Strategy 

Course design – Modules, subjects, learning outcomes, teaching 

methodologies and assessment methodologies 

Aims and learning outcomes - general details 

Course schedule - examination subjects, component subjects, 

contact hours, credit rating and level, marks per subject 

Suggested reading material 

Resources - accommodation implications, staffing implications. 

When the Head of Training and the Management Training Unit are satisfied that 

the proposal document adheres to both IBEC’s standards and the appropriate 

validating body’s standards, she will review the programme with the IBEC training 

team. 

The IBEC training team will examine any new training proposal in terms of any 

National standards requirements or other appropriate validating body, and also 

the national qualifications framework. 

The following measures are adhered to when designing a new training 

programme… 

Need is assessed 

Where the programme fits into the national framework 

Credit entitlements against other programmes 

Learning objectives stated behaviourally 

Draft programme outline drawn up 

Views of colleagues sought on content and design 

Programme design includes following 

o Hook 

o Understand the gap 

o Objectives of programme outlined clearly 

o Learning identified 

o Exercises designed 

o Learning outcomes 



o Guide participants in the process of learning 

o Recap key learning regularly 

o Action identified as to what participants need to do 

Handouts and papers drafted 

Case studies and role plays designed 

Timings agreed 

Brochure designed and printed 

Pilot programme organised and run 

Feedback monitored and reviewed 

Programme modified to include feedback 

The Head of training will submit to the validating body the submission as 

approved internally by the IBEC team and the Director of HR/IR. Therefore, the 

procedure for approving all new programmes is : 

Demand from industry or members 

IBEC Training Team’s strategy 

Course Design outlining: Evidence of demand for the course, Course 

syllabus, Aims, Inputs, Outputs, Location within the national framework, 

Resources 

Method of monitoring and assessment 

Course approval by Head of Training and then Director of HR/IR 

Approval of the programme to be run on a pilot basis subject to approval by 

an accrediting body where Certificate or Diploma programmes are being 

run 

The rules of the validating body will govern the process from application to 

final determination 

Market and promote the course to members 

Run the pilot 

Make amendments/changes based on feedback from the pilot 

Finalise the programme and agree schedule for the year ahead 

The Training Executive will maintain a file on each proposal for course approval. 

Following the approval by the validating body and funding approval by FAS, the 

Training Executive, in conjunction with the Head of Training will begin marketing 

the programme. 



5. NEW PROGRAMMES LINKED TO BUSINESS PLAN 

Every year, the goals for the Management Training Unit are clarified. These 

include growing the business in terms of income generation, HR services, and 

Industrial Relations. 

As feedback from clients is a central part of our business, suggestions for new 

programmes are reviewed at the end of each year. Where these ideas fit in with 

the business plan, the programmes are considered for inclusion in our suite of 

course for the year ahead. 

In order to test the market, a sample number of companies are contacted, either 

on a one to one basis or in focus groups. The new programme idea together with 

suggested outline and content are discussed with this core group. 

If the programme looks viable and is one that may have a potential market, a pilot 

is organised whereby brochures are designed and the course content and goals 

agreed. 

Once the pilot has been run, the evaluations are collated to assess feedback and 

how the course helps to achieve the business plan. 

Plans for a pilot programme will be put in place and Steps 1-8 in SOP001 

- Running a Pilot Programme 

6. PROGRAMMES AND BUDGETS 

6.1 Before November each year, the Head of Training, in conjunction with the 

training committee will prepare draft programmes and budgets for circulation 

to the IBEC membership. The programme proposals may include 

continuation of existing courses, introduction of new courses, significant 

amendments to existing courses or discontinuation of existing courses. 

6.2 Copies of the drafts will be circulated to members of the Senior 

Management Team and they will be invited to make any recommendations 

for change by end December. 

6.3 Draft programmes and budget will be discussed with the Financial Controller 

for approval in December. The Senior Management Team will verify and 

approve budgetary targets. 



7. PROSPECTUS 

Preparation of IBEC’s prospectus is a matter for the training department. 

Management will ensure that the prospectus: 

Does not include a course which has not been properly researched, 

developed and fully approved 

Gives an accurate description of each course on offer taking into account 

that it represents the offer part of a potential contract 

Reflects the demands described by members when their views have been 

invited in the annual training needs analysis. 

8 FUNDING BODY REQUIREMENTS: 

As FAS is the only funding body for a range of IBEC programmes, a number of 

criteria must be met to ensure funding takes place. Currently funding approval 

will not be given by FAS without a certificate of attendance from an academic 

body ie Institute of Leadership and Management, The Dublin Institute of 

Technology and the National College of Ireland. 



QMS PROCEDURE 

Subject: Running a Pilot Programme 

Number QP007A 


Effective Date 4 th . January 2007 Rev: 002 

1.Following feedback from presenters, participants, requests from members and 

brainstorming sessions, a new programme will be agreed 

2. Once we have identified a need requirement we must then assess the 

potential income from the programme and the associated costs. The, maximum 

cost ratio is 40%. This means that the expenditure must not exceed 40% of the 

income in order to ensure the programme is profitable. During this period, we 

must look at the price we will charge participants, any discounts we would offer 

members for multiple participants, hotel costs, presenter costs and material 

costs. 

3. Once the viability of running a programme has been ensured, we will run a 

pilot programme to gauge the level of interest. 

4. Presenters will be chosen on basis of experience and knowledge in the area of 

the training and their availability. 

5. A programme outline and content will be agreed and dates set. Venues will be 

chosen on basis of location and their rating on the approved suppliers list. 

6. IBEC members will be selected and invited to attend the pilot based on 

previous training undertaken and their level of interest in the topic 

7. The main reason for the pilot is to gather feedback in order to identify strengths 

and weaknesses marking criteria and the time allocations for assignments and 

modules. 

8. The feedback from learners and presenters is analysed and evaluated by the 

staff of the training unit and programme changes are implemented where areas 

for improvement are identified. 

9. The course will then be included in our programme schedule. 



QMS PROCEDURE 

Subject: Running a Training Programme 

Number QP007B 



1. In deciding to run a training programme, we must first assess the potential 

income from the programme and the associated costs. The maximum cost ratio 

is 40%. This means that the expenditure must not exceed 40% of the income in 

order to ensure the programme is profitable, During this period, we must look at 

the price we will charge participants and any discounts we would offer members 

for multiple participants, hotel costs, presenter costs, material costs. 

2. Once the viability of running a programme has been ensured, we must 

organise the potential dates liaising with presenters and hotel availability. 

3. Presenters will be chosen on basis of experience and knowledge in the area of 

the training and their availability. 

4. Venues will be chosen on basis of location and their rating on the approved 

suppliers list. 

5. Once the presenters and venues are confirmed, we would draft a copy of a 

brochure with our printers to advertise the programme. This would be given to 

several people to proof (Head of Management Training, the presenters involved 

and IBEC's Press Office). 

6, Once the brochure has been passed and printed, we will then send it out to 

IBEC members. The type of recipient can be chosen by title (i.e. CEO, HR 

Manager, Training Manager), by Location (i.e. Cork, Dublin, South East) or by 

Size (i.e. small - medium enterprises, large multinationals, over 100 employees). 

7. The brochure is then sent out to the mail list with a cover letter from the 

Training Unit. 

8. An event is set up on our Events Management System (EMS), which will 

manage bookings, invoices, lists of participants etc. 

9. Bookings sent to the Training Unit will be entered into the EMS. The number of 

bookings will be monitored closely to ensure that a minimum is achieved. 

Maximum numbers are in place on all programmes to ensure that the dynamics 

of the programmes will be maintained. 

10. The programme may also be advertised on the IBEC website, IBEC 

publications (IR Databank, IBEC News, Elink), by fax list and email list. 



11. Confirmation letter will be sent to all registered participants confirming their 

place on the programme and venue, start/finish times etc. Participants are also 

asked if they have any special requirements to notify the training unit, so that 

we may accommodate them. If the particular programme is in conjunction with 

the NCI or funded, additional forms must be completed by the participant). 

12. We will liaise with presenters to confirm the materials needed for the 

workbook to be handed out to all participants. This includes papers, PowerPoint 

presentations, case studies and exercises. 

13. All workbooks are printed at least one week in advance of the programme 

and given to the presenter along with a checklist to endure they have all the 

materials they need (e.g. equipment, floppy disks, pens, name cards, evaluation 

forms, list of participants) 

14. After the programme, all feedback forms are evaluated by the Training Unit 

and the programme is discussed with the presenter for their feedback. 

15. The participants are invoiced with a letter thanking them for choosing IBEC 

as their training provider and offering assistance in the future. 



QMS PROCEDURE 

Subject: Planning Programme Training 

Number QP007C 



A Training plan is drawn up each year in May to schedule courses for the 

forthcoming year. The criteria used to formulate the plan are as follows: 

Which programmes will continue 

What new programmes will be added 

Set dates for all programmes 

Agree dates with presenters and regions 

Book venues 

Look at design for brochure – if new design is needed 

Follow up with regions - July/August 

Send text of brochure to printer – late August 

Check text on all 4 page brochures 

Proof and finalise annual brochure – early September 

Proof and finalise 4 page brochures 

Brochure printed by end of September 

Have majority of 4 page brochures printed – end October 

Arrange mailout to members (with IBEC News/other) – October 



Assessment of Learners (HETAC 3.2) 

Learners are assessed in accordance with the following procedures 

QP010 Assessment of Learners 

NCI Exam Regulations 

EXAM Papers 

Model Answers 

Review 

Calaborating Body 

Formatted Papers 

EXAMINATION 

Correction of Scripts 

Results to 

Collaborating Body 

Results and Certification 



QMS PROCEDURE 

Subject: Assessment of Learners 

Number QP010 



1.0 Reference Documents: 

Attendance Sheet, Learner Questionnaires, Evaluation Sheet, Examination 

Questions, Model Answers, Assessment Records, Tutors Profile, Application 

Form, Rules and Regulations, Learner Certification Records, Reports from 

External Verifier. 

Project work undertaken during the course, Work-based assignments 

2.0 Responsibility: 

Head of Training, Course Presenters, Examination Body. 

3.0 Purpose: 

To describe the methods used to assess learners. 

4.0 Glossary of terms 

Internal Examiners are the class tutors and are appointed by IBEC. 

Examination Body of Collaborating Institution 

5.0 Assessment 

5.1 Planning 

The planning, organising, setting of examination papers, monitoring and 

conducting the examinations are the responsibility of IBEC. 

Planning meetings are held to ensure that all necessary requirements for the 

assessment have been addressed. During the meeting it is confirmed that 

a. The examination papers are set, giving due regard to the topics covered on the 

course. 

b. Model answers are prepared and compared against the examination 

questions to ensure no ambiguity. 

c. The head of training will review the examinations questions and the model 

answers to ensure that the examination relate to the course in accordance 

with the approved syllabus. 

d. The examination questions are then sent to the collaborating body for 

appropriate formatting and verification of standards 



e. Examination papers shall provide clear instructions to all learners 

specifying the number of questions to be attempted and the marks 

allocated for each question or part thereof. 

f. Where applicable special needs of students have been addressed. 

g. All examination paperwork is in place. 

h. The availability of assessors and invigilators. 

5.2 Information to Learners 

Information in relation to the assessment will be conveyed to learners through the 

following. 

A Course handbook 

B Course tutor 

C Assessment schedules 

D Rules and regulations 

E Tutors profile 

F Appeals process 

Information will be given to participants in advance of attending our programmes. This 

information is then given to participants again on the first day of the course. 

All learners will be required to keep a learning journal, which will be checked by 

the course tutor on a regular basis to ensure that outcomes are being achieved. 

A Quiz will be held each morning focusing on the previous day’s lectures to 

ensure that all topics covered were clearly understood. 

The assessments and assignments are marked by the course tutors. The results are 

sent to the collaborating body with the exam scripts and overall marks. 

Sample scripts, course work and tutor’s grading are examined by collaborating body’s 

examinations board to ensure consistency of marking between assessors 

The collaborating body contacts the individual students to advise them of their results 

and gradings 

5.4 Security 

The examination documentation is received from the collaborating body in sealed 

envelopes and dispatched by courier to the examination centre or the invigilator’s 

home. 

The examination questions are not opened until the exam is about to commence. 

On completion of the exam, the scripts are placed in a sealed envelope and 

returned to the training unit in IBEC for assessment by the course tutor. 

When the assessment is completed the marks are recorded and the 

documentation together with the marking results are sent to the collaborating 

body for conformation. 



5.4.1 Appeals 

If a learner feels that the results achieved are not consistent with the work 

submitted, they may appeal and request a recheck. 

The appeals process shall be governed by the collaborating body’s appeals 

procedure 

5.5 Consistency between Assessors 

In general, the course tutor is the appointed assessor but if different assessors 

are required the following guidelines are in place to ensure consistency. 

a Model answers are prepared for each question at the planning stage 

b. Designated marks are allocated to question 

c. The answers and the allocation of marks are agreed at the planning 

stage with all staff involved in assessments 

The assessments and assignments are marked by the course tutors. These then 

go to the collaborating body with the exam scripts and overall marks, where they 

are randomly checked by the exam boards for each course. 

5.6 Consistency with National Standards 

The scripts are held by the collaborating body for further examination by HETAC if 

required. 

Learner certification will be kept on file. 

Records of staff training relating to assessments will be held in their personnel 

files. 

5.7 Learner Feedback 

Upon completion of the assessment the learner will receive direct feedback from 

the course tutor and their results from the collaborating body. 



Examination Regulations 

1.0 These regulations apply to all examinations. 

1.1.1 The term “examination” in these Regulations should be construed to 

include reference, as appropriate, to written and oral examinations, 

assessment of programme work, project-work, etc., examination of theses, 

dissertations and similar work, and such other forms of assessment of 

candidates’ performance as may have been approved or prescribed by the 

College in relation to any programme of study or instruction, and cognate 

expressions should be construed accordingly. 

1.1.2 A breech of examination and assessment regulations should be deemed 

to have occurred when any actual or attempted form of: 

Cheating 

Plagiarism, as defined in section 4.4 of this document 

Misrepresentation 

Bribery 

Falsification 

Impersonating or other such form of deception 

Possession of copies of examination question or examination 

paper, in advance of the examination being held 

Untrue claims to have carried out experiments / research 

is perpetrated by a candidate whether acting alone or with any other 

person or persons. 

1.1.3 Candidates should assemble 10 minutes before the advertised time of an 

examination but should not enter the examination room until requested to 

do so. 

1.1.4 Smoking in the examination room is not permitted. 

1.1.5 Except with prior approval, no eating or drinking is permitted in an 

examination room. 

1.1.6 No candidate shall bring into the examination room or have in his/her 

possession while in the room, any materials other than those expressly 

permitted for that examination. Pencil cases are not permitted on desks. 



1.1..7 Candidates should seat themselves at the desk indicated by their 

designated desk number as displayed on the notice board at the 

examination room entrance. They should not move any of the papers on 

the desk or commence writing until requested to do so. 

1.1.8 Candidates are asked to leave their student identity cards visible on their 

desks for the purpose of checking. 

1.1.9 The Invigilator will advise all candidates on how to complete the cover 

sheet of the answer booklet and will indicate that their registration 

numbers and/or any other number should be used. Candidates are 

requested to read the instructions at the top of the examination paper 

before starting work. 

1.1.10 Candidates must comply with an Invigilator's directions at all times. 

1.1.11 Candidates may use slide rules, drawing instruments, dictionaries and 

other reference books/documents if expressly permitted. Mathematical 

tables, if required, will be supplied. Candidates may not bring their own 

mathematical tables or statistical tables into the examination room. If a 

candidate wishes to use anything other than that is expressly permitted for 

that examination, this must have been previously agreed with the 

Academic Affairs Office. 

1.1.12 

4.2.12 Silent non-programmable calculators may be used provided that the rules 

of any relevant external examining body do not specifically exclude them, 

module to any regulations that may be imposed. It is the responsibility of 

each student to ensure that his or her calculator is in working order. It is 

advisable to bring a spare battery. Candidates will not normally be 

permitted to borrow materials from another candidate. 

4.2.13 Candidates shall not bring into the Examination room, nor have in their 

possession while in such examination room, any computing equipment, 

including electronic organisers and programmable calculators, mobile 

phones, recording equipment, radio, books, notes, paper or any source of 

information pertinent to the examination or which might influence 

examination performance. Retention of any unauthorised material shall be 

construed as a serious breach of Exam Regulations. You are reminded 

that severe sanctions are attached to any such breach of regulations 

under the Code of Discipline. 

4.2.14 No candidate will be admitted to the examination room more than thirty 

minutes after the start of the examination; in exceptional circumstances, 

however (and provided that no other candidate has left the examination 



room) a candidate may be admitted later, at the discretion of the 

Invigilator. Extra time is not normally allowed. 

4.2.15 If, after reading the examination paper, a candidate wishes to leave the 

examination room, he or she may not be allowed to do so until after thirty 

minutes from the start of the examination. 

4.2.16 Candidates wishing to temporarily leave the examination room may not do 

so unless accompanied by a nominated attendant. In any event, no person 

may leave the examination room without the Invigilator’s permission and 

no candidate may leave within the last thirty minutes of the examination 

period. 

4.2.17 At the end of the examination candidates must remain in their place until 

an Invigilator has collected their script(s). It is a candidate’s responsibility 

to ensure that his/her script(s),answer sheets and unused answer books 

are handed to the Invigilator before leaving the examination hall. 

4.2.18 If a candidate is absent from the examination for medical or other 

unavoidable reasons, a Medical Certification Personal Circumstances 

Form, Appendix 4 (AR3) must be submitted to your Programme Coordinator 

without delay, together with a medical certificate if the absence 

was due to illness. Details of submission of this form are listed on the 

form. This form is an Appendix to this manual. 

4.2.19 A candidate must not, on any pretext whatsoever, speak to or have any 

communication with any other candidate; such communications will be 

regarded as a breach of the examination regulations. If candidates need to 

ask questions they should raise their hands and one of the invigilators will 

attend to them. Spare paper, etc. is to be obtained only from the 

Invigilator. 

4.2.20 A candidate who is found to have unauthorised materials in her or his 

possession in the examination room shall be deemed to be in breach of 

the examination regulations. Books, notes, bags and coats must be left in 

the designated area. 

4.2.21 Any written or printed materials not written on the official answer booklets 

or examination paper(s) shall be considered to be unauthorised materials. 

The unauthorised materials shall be removed and retained by the 

Invigilator. The same procedure will be followed where a candidate or 

candidates is or are considered by the Invigilator to have copied or 

attempted to copy another candidates answer(s) to an examination 

question(s). 



4.2.22 In cases of impersonation, the impersonator and the personated shall be 

deemed to be in breach of the examination regulations. 

4.2.23 If any candidate shall be adjudged to have violated any of the examination 

regulations, or in any other way acted improperly, the Academic Council 

will refer such matters to the Disciplinary Committee, as set out under the 

Code of Discipline (www.ncirl.ie). 

4.2.24 An invigilator shall be empowered to inspect any material in the 

possession of a candidate during an examination. 

4.2.25 Rough work should be included in the answer book and identified as such. 

4.2.26 The candidate may NOT remove from the examination hall any items 

provided by the College other than the examination paper. 

4.2.27 Examination Results: The official result of your examinations will be sent 

to you at the Address shown on our college records. You should ensure 

that the record is correct. Do not telephone the college as results will not 

be given over the telephone. 



Pass By Compensation 

Pass by compensation means that a student who has failed to attain the pass 

mark (40%) in a module, may, at the discretion of the Examination Board, pass 

the examined module by compensation. 

Pass by Compensation rule 

The pass by compensation range is 35% - 39%. 

The rule can only be applied if it is your first sitting. Therefore it cannot be 

applied in a sitting of repeat attempts at passing a module. 

The rule will NOT apply if ANY of your individual module results is a mark 

below 35%. In this case all module results below 40% must be repeated. 

The rule can only be applied if you will PASS overall. 

The rule can only be applied to a certain number of modules: 

If you are examined in five modules or more in a semester, you may compensate 

in up to two modules in that semester. If you are examined in less than five 

modules in a semester, you may compensate in up to one module in that 

semester. 

The total number of marks, above the pass mark (40%), gained in the 

modules passed must at least equal double the difference of the marks 

being considered for compensation. 

e.g One mark of 36% and one mark of 37% would mean you have a 

deficiency of 7 marks. Therefore, in order to be considered for 

compensation you would need a total of 14 marks above the pass mark in 

the aggregate of the other passed modules. 

If you have any queries, please consult your Programme Director or the 

Academic Affairs Office. 



Examination Recheck Procedure 

The process of rechecking the recording and addition of marks( Note this 

process does NOT entail a remarking or re-evaluation of an examined 

assessment). 

Within 5 working days of receipt of your official result transcript you can 

apply using the Recheck application form available on the website. The 

fee involved in €32 per module. This fee will be refunded if the recheck is 

deemed successful. 

Examination Review Procedure 

The re-consideration in detail of all or part of the existing examination 

material where feasible by internal and external examiners 

Within 5 working days of receipt of your official result transcript you can 

apply using the Review application form available on the website. The fee 

involved in €120 per module. This fee will be refunded if the review is 

deemed successful. 

An application for a review will only be considered if it is based on one of 

the following grounds: 

The examination regulations of the college have not been properly 

implemented 

Compassionate circumstances related to the candidates examination 

situation were not made known to the college for a justifiable reason 

An error in the recording and addition of marks on the particular paper 



Ongoing Monitoring of Programmes (HETAC 3.3) 

We monitor our programmes on an ongoing basis in accordance with the 

following procedure: 

QP008 Programme Monitoring 

Course Material Changing Legislation Feedback on Course 

Presenters 

Reference Docs 

Programme 

Monitoring 

Feedback from 

Callaborating Bodies 

Inputs Vs Outcomes 

Feedback from 

Learners 

Corrective Actions 

Course Improvements & 

Updates 



Programme Monitoring 

Number QP008 




Training literature, Course documentation, Web site, Monitoring Report, 

Feedback reports Course schedule and learner outcomes 


Programme Board, Head of Management Training, IBEC Information Unit and 

Training Unit 

3.0 Purpose: 

To ensure that our high standards are being maintained and that course content 

remains current. 

4.0 Procedure 

All courses will be monitored on an on-going basis to ensure that the syllabus 

and reference documentation remains current in light of changing legislation. 

In order to achieve this, the course contents are reviewed by IBEC’s legal and 

information units. 

5.0 Course Updates 

When legislation changes, the legal information units within IBEC notify the 

training unit to inform us of the relevant changes. 

They then send undated slides together with case studies and scenarios. 

Once received, the course material is updated to reflect the changes and the 

presenters are briefed on the impacts 

6.0 Course Monitoring 

We monitor our courses on an on-going basis by: 

Reviewing the course materials in light of changing legislation and best 

practice 

Comparing the inputs with the expected learning outcomes. 

Changes in legislation 

Performance of course presenters 

Learner feedback 

Facilities 

Administration 

Feedback from collaborating bodies 

Feedback from members 



6.1 Monitoring by Programme Board 

The Programme Board meet at the end of each semester to review the planning 

delivery outcomes and internal analysis of all courses delivered over the previous 

six months. 

6.1.2. The training unit will ensure that all information in relation to the 

programmes and all internal analysis reports are made available in a timely 

manner to the programme board in order for them to reach objective conclusions 

as to the running of courses. 

6.1.3. The Programme board will use as an aid, the monitoring checklist Form 

:PBCK 001 in their deliberations 

6.1.4 On conclusion of the review the board will produce a report of their findings 

and where appropriate recommendations for improvement. The report will be 

presented to the head of the training unit 

7.0 Corrective Actions 

Where problems or areas for improvement are identified, these will be 

documented in our corrective actions file. The head of the training unit will be 

requested to address such issues and inform the board in writing when they have 

been resolved. 

The corrective actions will also incorporate documented objective evidence that 

the actions taken have been effective. 

A review of the corrective action file will be the first point on the agenda of any 

sitting of the programme board. 



Evaluation of Programmes (HETAC 3.4) 

Programmes are evaluated in accordance with the following Procedures and 

Flow Charts 

QP011 Internal Evaluation 

QP012 External Evaluation 

SOP004 Presenters Checklist 

Internal 

Review 

New Goals & 

Objectives 

SWOT Analysis & 

Report 

Corrective 

Actions 

External 

Review 

Doc Changes 

If required 

Report 

Corrective 

Actions 



QMS PROCEDURE 

Subject: Internal Evaluation & Management Review 

Number QP011 



Internal Evaluation and Management Review 


Presenter’s checklists, Presenter’s feedback, Learner feedback, Training unit 

feedback, Analysis reports, Supplier rating, Results of Internal monitoring and 

Corrective Action requests 


Training Unit 

3.0 Purpose: 

To ensure that all areas of the quality management system are effective and 

working as documented. 

4.0 Planning 

Ensure all documentation referenced above is available for analysis 

5.0 General 

The quality management system is reviewed bi-annually so as to ensure its continuing 

suitability, adequacy and effectiveness. The review, which is recorded, evaluates the 

complete workings of the unit, the need for changes to the Quality Management 

System, including quality policy and quality objectives coupled with the need for any 

improvements / changes etc. that may be required. 

Detailed minutes are maintained of all management reviews and records of each 

item on the agenda are maintained by the Quality Manager/Training Executive 

5.1 Review Input 

The bi-annual management review meeting includes the following information: 

a) Results of Internal and External audits 

b) Course feedback both positive and negative 

c) Process performance and any non-conformances 

d) Status of preventive and corrective actions 

e) Follow-up actions from earlier management reviews 

f) Staff Training Requirements / Analysis / Competency 

g) Changes that could affect the quality management system 

h) Areas for improvement 

I) Legal and regulatory requirements 

j) Supplier performance ( Presenters, Services Venues) 



k) Resource Management such as premises and equipment 

l) Document and Data Changes 

m) Quality Policy and Objectives 

n) Communications (Internal / External) 

o) Work Environment 

The list is not definitive and will change depending on the problems / issues that 

are current at the time of the review. 

5.2 Review output: 

The outcome of the quality review is that 

(A) New goals and objectives are set. 

(B) Corrective actions are implemented if required. 

(C) Resources are identified and budgeted for. 

(D) Changes are made to quality documentation and processes if required 

On conclusion of the review a detailed analysis will be drawn up showing our 

Strengths 

Weaknesses 

Opportunities 

Threats 

The Minutes of the review are recorded and signed by the head of the training unit. 



QMS PROCEDURE 

Subject: External Evaluation 

Number QP012 




Management Review Minutes Audit Reports External Evaluation 


Head of Training 

3.0 Purpose: 

To ensure that internal evaluations are working effectively and to independently appraise 

the system to ensure that it complies with best practice within Higher Education. 

4.0 Planning 

IBEC have set-up an external evaluation team to independently assess our internal 

evaluation report and conduct their own assessment of our systems and programmes. 

5.0 Composition of the Review Team 

The external evaluation team will comprise of experts in the fields of Higher Education 

training and in the subject matter of the programmes being delivered. 

The size of the team will be commensurate with the volume work under review. 

6.0 Brief 

On completion of our internal evaluation, the external review team will assess the 

report. 

They will then conduct their own audit on our systems, procedures and programmes 

and compile a report of their findings. 

The report will focus on: 

Results of Internal Evaluation 

Quality policy and Achievements of objectives 

Results of Internal Audits 

Feedback from Learners and Tutors 

Course content and achievement of results 

Staff competency and development 

Ongoing course updates in respect of changing legislation 

Document changes 

Work environment and resource management 

Status of Corrective and Preventive actions 

Communications both internal and external 

Areas for improvement 

SWOT analysis 



Where problems are encountered, a corrective action request will be raised detailing 

the nature of the problem and a member of the training unit will be requested to 

suggest a corrective action. 

Upon completion of the corrective action, the area will be re-audited to ensure that the 

resolution put in place has been effective. A final report will then be produced. 

The report will then be submitted to the head of the training unit for approval and in 

turn to the Council for consideration. 



Operating PROCEDURE 

Subject: Presenters Preparation and Evaluation 

Issued By: Carol Kenna 

Number:SOP004 

Approved By: Jenny Hayes 

Effective Date: 1 st .April Rev: 001 

CONTROL OF SERVICE PROVISION: 

Presenters Checklist - this form must be completed and given to all presenters 

with handout material and returned to us with completed evaluation forms and list 

of participants who attended the programme, on completion of the training. 

This checklist is used to: 

Ensure that all handout materials, videos, equipment etc required are 

correct 

Evaluation Forms – we use two evaluation forms – a two page with the majority 

of the training programmes and a one page for Employment Law seminars. 

The information from these forms is reviewed following each training programme. 

We also review the information in detail twice yearly to: 

Review the content of the programmes 

Quality of material 

Quality of presenter 

Marketing strategy 

Quality of venue/location used 

Email to presenters one week prior to training – a standard email is sent to all 

presenters involved in each training programme one week prior to training giving 

details of: 

Company contact 

Company address 

Venue address 

List of presenters 

Equipment needed 

When the material will be delivered to them 



Selection, Appointment,Appraisal and Development of Staff (HETAC 3.5) 

General 

All staff in the unit are fully competent in all the core aspects of the work involved. 

New staff with previous experience are hired on the basis of: 

(A) Qualifications already achieved with another employer or training body. 

(B) Previous work experience in a similar company / industry. 

(D) Willingness to be flexible and attend further internal or external training courses. 

New recruits without previous experience are recruited as per Procedure QP006 

Ref: QP006 Staff Recruitment and Development 

Competence, Awareness and Training 

All IBEC staff undergo an annual internal assessment and review with their 

immediate superior. The basis for the assessment is to review performance over 

the previous year, identify the level of competency required to be an effective 

member of the team and identify a career path . 

On completion of the review, competency charts are updated showing current 

levels of competency verses levels required. Training plans are then formulated 

in order to achieve the competency levels required. 

Evidence of "Personal Development" is recorded on Specific Training 

Employee files and consist of: 

Competency Chart/Training Plans 

Training Courses completed 

Qualifications achieved 



QMS PROCEDURE 

Subject: Staff Recruitment & Development 

Number QP006 



Graduate Recruitment Programme 

To select 8 graduates per year, all of whom work in the HR Division, the following process is applied: 

Stage I 

Approx 400 

Candidates 

down to 40 

Candidates complete an online scorable application form 

The main difference with this phase is that the application form will be updated to 

assess the competences of the role. We are using validated and normed questions, 

which will yield a numerical score for key competency areas, thus providing a 

scientifically valid way of short-listing candidates. 

This is a leading edge method; Denise Mullan an associate of KGA will be working on 

this stage. She has completed this process previously with Ulster Bank, AIB Capital 

Markets in Ireland and Johnson and Johnson in India, among others. 

Stage ii 

40 down to 

12 

candidates 

(as opposed 

to 24) we will 

have enough 

information 

about 

candidates 

to be able to 

shortlist to 12 

Process 

Group Assessment centre 

Exercises to be completed: 

Numerical reasoning questionnaire (30 mins) 

Verbal reasoning questionnaire (30 mins) 

Personality profile (1 hour) 

Group discussion (1 hour) 

The psychometrics will allow us to deselect 

candidates in terms of capacity to handle 

information in IBEC (intellectual capability is 

the strong predictor of being able to get up to 

speed on things and the ability to assess 

situations correctly) and the group discussion 

will allow us to select in terms of interpersonal 

fit with IBEC. 

Logistics 

Candidates will be invited along to a 

½ day group assessment. They will 

be divided into groups of 10 for the 

purpose of the group discussion. The 

maximum number of candidates we 

can assess will be determined by the 

number of rooms available (we will 

need one room for each group of 10). 

For example if four rooms are 

available and 8 assessors a total of 

40 candidates could be assessed in 

one ½ day centre. 

Stage iii 

12 down to 6 

Process 

Individual and group assessment 

Indicative exercises to be completed: 

One-to-one Roleplay (on a relevant topic) or a 

appropriate group exercise which measures 

the ability to influence in groups which is 

important for dealing with client interactions 

Logistics 

Individuals will be assessed 

simultaneously using a carousel 

method. For example while one 

person is doing their presentation 

another will be doing an interview and 

another person will be doing an 

interview (Please see example in 

appendix 1) 



1 Fact-find exercise which candidates write a 

report on and make a presentation on 

Competency based interview 

Please note: this is only a guide, the 

contents of the day will be guided by the 

competency behaviours we are looking to 

identify 

Stage iv 

Process 

Final interview (it is also possible to 

incorporate this into stage three) 

Logistics 

KGA would recommend that this is a 

competency based interview 

1 Fact Find exercise involves candidates ascertaining information by asking an assessor questions about a given topic. 

This exercise demands effective behaviour in seeking pertinent data, identifying possible causes of problems, reaching 

a decision and committing oneself. 



Staff Training and Development 

The agreed route to acquiring training expertise in the delivery of a particular session 

is outlined below. 

Staff first complete a presentations skills programme to develop their personal 

skills in this core area. 

In some instances, training needs are now being assessed using the Thomas 

International System of personality profiling which can help in the specific 

identification of the development needs of staff in both the training area as 

well as the core elements of the job. This area of competency profiling could 

be further developed in the future with staff's skills as trainers being measured 

and developed against the trainer competency profile. The agreed 

developmental goals stemming from this process then need to be included in 

the individual's personal development plan going forward. 

Staff then identify a module or input they would like to learn. They are 

responsible for ensuring they watch the delivery of this session a number of 

times until they feel comfortable themselves about delivering the input. 

A mock session is then organised using CCTV which gives the executive an 

opportunity to deliver the session whilst getting feedback on their style and 

delivery from the training practitioner. Also, a presenter's guide is available 

for each input which gives an outline of how the session should be managed 

and delivered. 

Feedback is then given to the presenter when they present a session "live" so 

that they can build on their strengths going forward. This system works 

effectively however, due to time constraints and work pressures, sometimes 

the presenter may deliver a session without going through all of the stages 

outlined above. 

Selecting External Course Presenters 

Course presenters are selected on the basis of being recognised experts in a 

particular field and must be on the FAS register list of trainers 

Their qualifications must be one step up from those they are teaching. 

Development 

It is the responsibility of each presenter to regularly update their skills and 

knowledge throughout the year. . Evidence of this ongoing training shall be 

recorded in a continuous professional development log and shall include 

seminars and training courses attended. 

This log is submitted to the head of training on a yearly basis in order for their 

files to be updated. 



Each has their own equipment for delivering any training programmes – 

laptop and projector. 

Monitoring 

A contract is set out outlining IBEC’s expectations of them while they work as 

external presenters for the organisation. 

A trial presentation is then held with the Head of Training assessing their skills 

and competence as a trainer. CCTV is used to monitor and record their 

inputs. 

If the person is successful, a short input is offered to them on a public 

programme with a ‘live’ group. Based on this input and the assessment of the 

group, further work may be offered to the person. 

The quality of the presentations and content is assessed on an on-going basis 

by the learners using feedback forms which concentrate on the following key 

points 

Trainers knowledge of the subject matter 

Ability to impart his/her knowledge to the learners 

Presentation skills. 

Presenters are also assessed by the Head of Training throughout the year as 

she monitors the delivery of a programme periodically as it progresses. 



Evaluation of Premises, Equipment and Facilities (HETAC 3.6) 

The training unit operates with the full support of IBEC’s facilities, which includes 

offices and administration support, computer systems and communications. 

All prescribed reading material considered necessary to complete our courses 

are provided in the course handouts and manuals. 

Our courses are delivered in Head Office and in approved venues throughout the 

country. 

IBEC’s membership database has up to date details on all of its members, which 

enables us to target specific clients within regions areas for our mailshots 

Confirmation letters are sent to participants prior to the training date. 

On-line booking are confirmed automatically. 

Checklists are given to all presenters with the relevant training material. 

(Presenter Checklist) 

Ref: QP009 Service Evaluation 

SOP005 Confederation House 



QMS PROCEDURE 

Subject: Service Evaluation 

Number QP009 




Presenter’s checklists, Presenter’s feedback, Learner feedback, Training unit 

feedback, Analysis reports, Supplier rating and Corrective Action requests 


Presenters and Training Unit 

3.0 Purpose: 

To ensure that the services we offer to our clients are of the highest calibre. 

4.0 Planning 

All products and services used by IBEC to deliver our courses are purchased 

from suppliers on our approved suppliers list. 

Hotels and Conference Centres are rated on the basis of : 

o Facilities 

o Quality of Service and Support 

o Location 

o Hygiene 

o Cuisine 

o Accessibility 

Lighting and Sound Systems are rated on the basis of how much they either added or 

detracted from the presentation 

All equipment such as Laptops, Projectors, Flipcharts, Markers, Course literature and 

Workbooks will be thoroughly checked prior to the commencement of the programme. 

5.0 Evaluation 

Services will be evaluated throughout the duration of the programme by the Course 

Presenter, The Learners and Members of the Training Unit 

A feedback form will be used to record the findings. 

A full analysis will be conducted on all feedback records and the results will be used to 

update the supplier’s rating on the approved suppliers list. 

The service suppliers will be informed as to their rating outlining strengths, 

weaknesses and areas for improvement. 



If major problems arise during the course of a programme, they will be rectified 

immediately and a post mortem conducted at a later stage. 

Where unfavourable results emerge from the analysis, a corrective action request will 

be raised as per Quality Procedure QP005. 

All services used in delivery of our programmes will be audited twice yearly as per our 

Internal monitoring and Audit schedule 



Operating PROCEDURE 

Subject: Confederation House Procedures 

Issued By: Carol Kenna 

Number: SOP005 

Approved By: Jenny Hayes 

Effective Date: 1 st .April 2005 Rev: 000 

Clean up 

after event 

and collect 

evaluations 

and materials 

Book training 

rooms 

through 

Intranet 

Keep in 

contact with 

presenter 

during the 

event 

Book 

equipment and 

refreshments 

through 

Intranet 

Meet presenter 

and 

participants 

before event 

commencement 

Confirm 

presenter and 

materials for 

programme 

Set up 

training room 

and 

equipment 

before event 



Evaluating services related to programmes (HETAC 3.7) 

Marketing process 

Training programmes are advertised in 

- IBEC News 

- Elink (monthly e-mag sent to members) 

- Annual brochure on stand in reception of Confederation House 

- Annual brochure distributed at Employment Law Conferences 

- Brochures regularly sent out in mailshots. 

All courses and programmes delivered by the unit are carefully planned and 

special consideration is given to the following: 

(a) Market need 

(b) Course objectives 

(c) Selection of Lecturers/Presenters 

(d) Venues 

(e) Course material 

(f) Target audience 

(g) Ancillary services 

The course-ware we supply to our learners contains sufficient information and 

reference material to successfully complete any of the courses we deliver. 

IBEC operate a help desk manned by experienced staff with in-depth practical and 

academic knowledge of employment law. 

This service is available to all learners who attend our courses 

Course presenters make their E-mails addresses and mobile numbers available to 

learners should they need clarification of issues or advice outside of the classroom 

environment. 



Evaluating the effectiveness of Procedures (HETAC 3.8) 

In order to ensure the effectiveness of our quality procedures we ensure they are 

audited on a six monthly cycle. 

QP003 Internal Audit 

QP004 Corrective Actions 

An annual review of all programmes accredited by HETAC will take place to 

review all material and requirements are up to date. 

The process for this review will be: 

Meeting of Head of Management Training, Training Executive and 

programme leaders to review feedback from participants and discuss 

changes/amendments, where necessary. 

A full review of all programmes accredited by HETAC will be carried out every 3 

– 5 years. 

The process for this review is: 

Expert panel will meet with independent chairperson, head of 

management training, training executive, representative from industry and 

an academic expert 

Representatives from past programmes and present learners will be asked 

to evaluate the programmes and feedback to the committee 

Changes/amendments will be made to each programme, where necessary 

following this review. 



QMS PROCEDURE 

Subject: Internal Audit 

Number QP003 


Effective Date 4 th January 2007 Rev: 002 

PURPOSE & SCOPE: 

The purpose of the Internal Audit is to provide objective evidence that the system 

and procedures are: 

A. Documented accurately and understood by staff 

B. Working effectively 

C. Continuously improving in light of recommendations and changing policied 

Firstly, to provide evidence to management that the system is working effectively and 

is understood and continues to meet all requirements 

Secondly, measurement of procedures – outcome of processes, and that each 

procedure has measurable objectives. 

Responsibilities: 

It is the responsibility of the Q.M. and the internal auditor to ensure this 

procedure is carried out in accordance with the agreed schedule. 

Planning: 

An audit schedule will be drawn up each year covering all programmes, 

procedures and systems run by the training unit. 

The audit schedule will define the various processes within the QMS to be 

audited. 

The timing of programme audits will be determined by the start and finish dates 

of the individual programmes. 

This audit schedule will be subject to change to reflect the perceived needs of the 

business, particularly where evidence of system deficiency indicates a need for 

additional audits, which may not have been planned at the start of the cycle. 

To be effective it is essential that audits are planned, executed and reported in a 

systematic manner. 

Audit planning requires a review of all the related documentation pertaining to the 

operation of the area being audited, including a review of previous audit results 

and corrective actions implemented. 

Audit Execution: 

For a QMS to be effective it must reflect the requirements of the standard and be 

understood and followed by staff. 

The auditor should gather objective evidence, of conformance to the requirement. 

During the audit, staff must demonstrate to the auditor an understanding of the 

QMS and the processes they are involved in. 



Personal awareness of the process provides evidence that procedures are 

currently being applied. Certified records of completed work and results achieved 

provide evidence that procedures have been applied in the past. 

5. Audit Reporting: 

The output of the audit will be a report which will contain, as a minimum: 

a) A statement of the audit investigation performed, the activity audited, 

standards, procedures, individuals and processes 

b) The evidence gathered 

c) Any deficiencies or areas for improvement identified. This will be recorded 

in sufficient detail to permit subsequent independent re-audit. 

6. Corrective Action: 

Where problems are discovered during the audit, a corrective action request will 

be raised and brought to the attention of the Head of Management Training. 

It is the responsibility of the Head of Management Training to investigate the 

problem and implement a suitable corrective action within a given timescale 

It is the responsibility of the auditor to follow up and re-audit the corrective 

actions and record formally when the action has been satisfactorily completed 

and the audit closed. 



QMS PROCEDURE 

Subject: Corrective & Preventive Actions 

Number: QP005 



QP005 Corrective Action Procedure 

Reference Documents: 

QM008 Ref 8.5.2 

Problem / Corrective & Preventive Action Report (Form 007) 

Responsibility: 

Quality Manager, Programme Monitors, Internal Auditors and Course Tutors 

Purpose: 

This procedure has been put in place to eliminate the causes of actual or 

potential problems identified through programme monitoring, Internal Auditing 

and by analyses of our logs and reports. 

The Corrective/Preventive action taken will be appropriate and robust enough to 

resolve the problems encountered and prevent re-occurrence. 

Ref.: QP004 Control of Problems Procedure 

General: 

Corrective actions are instigated to eliminate the causes of actual or potential non 

conformances by analysis of our logs, systems, processes and reports. 

Corrective Actions are processed resulting from: 

1. System or process problems. 

2. Results of programme monitoring 

3. Results of internal and external evaluation 

4. Internal audits 

5. Learner feedback 

6. Changes to the quality system 

7. Management reviews 

Corrective Actions requests may be initiated by any staff member and may be 

product, system or process related. 

1. Once a problem has been identified, it will be documented on Problem Report 

Form 007 

2. The type of problem will be identified ie Supplier, Member, Learner, Presenter 

System or Programme 



QMS PROCEDURE 

Subject: Corrective & Preventive Actions 

Number: QP005 



3. The nature of the problem will be clearly documented 

4. In order to reach a resolution, a thorough investigation will be initiated. 

5. The resolution of the problem will be documented in the corrective action 

section of Form 007 

6. When the resolution has been completed, the Head of the Training Unit will 

review it for effectiveness. If she is satisfied with the response, she will close off 

the request. 

Problems and Corrective Action reports will be analysed each month in order to 

identify possible trends and implement preventive actions where necessary 

Our continuous monitoring ethos also allows us to implement preventive actions 

prior to problems occurring 



SECTION C 



GENERAL AGREEMENT 

between 

IBEC and Collaborating Bodies 

___________________ 

THE PARTIES 

IBEC Training Unit 

Address: 

Head of Training 

IBEC 

Confederation House 

Baggot St. 

Dublin 2 

Collaborating Body 

Address: Chief Executive’s Office 

etc 

Both Organisations agree to pursue co-operation under the terms in this Agreement. It 

is based on the principles of equality and reciprocal benefit. This General Agreement 

sets out broad co-operative arrangements and specific areas of academic co-operation. 

1. CONTENT OF THE AGREEMENT 

1.1 This Agreement sets out the relationship between the Collaborating Body and 

IBEC, by which IBEC and COLLABORATING BODY will validate programmes 

delivered by IBEC, as provided for in course documentation approved by the 

Academic Council of COLLABORATING BODY. 

2. RESPONSIBILITIES 

COLLABORATING BODY and IBEC shall be jointly responsible for the 

maintenance of academic standards, in accordance with policy laid down by the 

Academic Council of COLLABORATING BODY. 

Where appropriate, COLLABORATING BODY shall approve and appoint 

External Examiner(s) to the programmes/courses provided for under this 

Agreement following nomination through the relevant Faculty in accordance with 

policy laid down by the Academic Council. 



A representative of the relevant School of COLLABORATING BODY shall liaise 

with IBEC and shall provide advice with respect to quality assurance and to the 

integration and implementation of COLLABORATING BODY quality assurance 

procedures, and for the oversight and monitoring of academic standards 

The head of the relevant department within IBEC where the programme is to be 

conducted and co-ordinated, shall have responsibility for delivery and 

management, subject to general oversight by the Head of the relevant 

COLLABORATING BODY School. 

Graduates of the programme will be conferred with their awards at a conferring 

ceremony either held at IBEC or the premises of the COLLABORATING BODY, 

3. QUALITY ASSURANCE 

All procedures in relation to programme validation, review, monitoring, evaluation 

and modification shall comply with the Quality Assurance procedures of 

COLLABORATING BODY. 

The Assessment Regulations to be applied on the course shall be those 

approved from time to time by the Academic Council of COLLABORATING 

BODY. 

4. FINANCIAL AND ADMINISTRATIVE ARRANGEMENTS 

IBEC shall pay an initial fee and then a fee per student registered with the 

COLLOBORATING BODY. 

5. PUBLICITY 

5.1 All publicity material bearing the name or logo of IBEC or COLLABORATING 

BODY must first be approved by IBEC or COLLABORATING BODY respectively. 

6. INTELLECTUAL PROPERTY RIGHTS 

Intellectual Property Rights in relation to modules developed exclusively by IBEC 

within a programme are retained by IBEC. Intellectual Property Rights in relation 

to modules developed exclusively by COLLABORATING BODY within a 

programme are retained by COLLABORATING BODY. 

Any Intellectual Property Rights in the logos or names remains the property of the 

respective Party.

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