A quality management system for an online learning program at an academic institution

Abstract

The COVID 19 pandemic had a profound impact on the education sector worldwide, prompting a rapid transition to online learning. This shift highlighted both the potential of digital education and the significant inequalities in access to technology and the internet. In addition, there was the concern of what impact the change could possibly have on the quality assurance of online learning programs. Therefore, the aim of this study was to evaluate a Quality Management System (QMS) for the online learning program at the Durban University of Technology’s (DUT) Business School. The study adopted a mixed method research approach, employing both quantitative and qualitative techniques for data collection. A survey questionnaire was administered to students at the DUT Business School to identify their challenges, needs and expectations with online learning. Interviews were conducted with experts in the field of Quality and higher education to gain insights into best practices and standards. In addition, a gap analysis was conducted on the current quality assurance protocols in place at the DUT Business School. The study identified challenges such as technological barriers, cyber security concerns, connectivity issues and increased data costs. The students were satisfied with the program and valued the support from lecturers. The perceptions of the academics highlighted the importance of robust quality management frameworks in maintaining educational standards. The gap analysis revealed that despite having a clear vision, mission statement, and commitment to leadership and continuous improvement, the DUT Business School lacks a dedicated quality management system and other essential contributing elements. The study proposed an ISO 21001:2018 framework enhanced by Total Quality Management (TQM) principles to serve as a guideline for educational institutions seeking to implement effective management systems. The framework is intended to establish comprehensive quality assurance measures aligned with international standards and best practices to ensure effective delivery and continuous improvement of online learning.