HC Quality Manual

PROFILE OF HOLLAND COLLEGE .................................................................................................
HOLLAND COLLEGE STATEMENT OF MISSION .................................................................... 5
HOLLAND COLLEGE QUALITY POLICY...................................................................................... 5
QUALITY MANAGEMENT SYSTEM................................................................................................ 6

GENERAL REQUIREMENTS ........................................................................................................................ 6
DOCUMENTATION REQUIREMENTS .......................................................................................................... 6
General (4.2.1) ......................................................................................... 6
Quality Manual (4.2.2) ............................................................................... 7
The Procedures Manual .............................................................................. 7
Control of Documents (4.2.3) ...................................................................... 7
Control of Quality Records (4.2.4) ............................................................... 8
MANAGEMENT RESPONSIBILITY ................................................................................................ 8
MANAGEMENT COMMITMENT (5.1) ........................................................................................................ 8
CUSTOMER FOCUS (5.2)......................................................................................................................... 9
QUALITY POLICY (5.3) ...........................................................................................................................10
PLANNING (5.4)......................................................................................................................................11
Quality Objectives (5.4.1) ......................................................................... 11
Quality Management System Planning (5.4.2) ............................................. 13
RESPONSIBILITY, AUTHORITY AND COMMUNICATION (5.5) ...............................................................14
Responsibility and Authority (5.5.1) ........................................................... 14
Management Representative (5.5.2) .......................................................... 14
Internal Communications (5.5.3) ............................................................... 15
MANAGEMENT REVIEW (5.6) .................................................................................................................15
General (5.6.1) ....................................................................................... 15
Review Input (5.6.2) ................................................................................ 16
Review Output (5.6.3).............................................................................. 16
RESOURCE MANAGEMENT (6) .....................................................................................................16
PROVISION OF RESOURCES (6.1) .........................................................................................................16
HUMAN RESOURCES (6.2) .....................................................................................................................16
General (6.2.1) ....................................................................................... 16
Competence, Awareness and Training (6.2.2) ............................................. 17
INFRASTRUCTURE (6.3) .........................................................................................................................18
WORK ENVIRONMENT (6.4) ..................................................................................................................18
PRODUCT REALIZATION (7) ........................................................................................................19
PLANNING OF PRODUCT REALIZATION (7.1) ............................................................ 19
Marketing & Recruitment .......................................................................... 20
Admissions & Registration ........................................................................ 20
Student Exit & Graduation ........................................................................ 21
Provision of Student Support Services ........................................................ 21
Design and Development of Programs and Curriculum.................................. 21
Delivery of Programs................................................................................ 22
CUSTOMER RELATED PROCESSES (7.2) ................................................................. 23
Determination of Requirements Related to the Product (7.2.1) ...................... 23
Issued: April 9, 2009 Revision: Six Page 2 of 45

© Holland College, 2009
Review of Requirements Related to the Product (7.2.2) ................................ 24
Customer Communication (7.2.4) .............................................................. 24
DESIGN AND DEVELOPMENT (7.3) ........................................................................................................26
Design and Development Planning (7.3.1) .................................................. 26
Design and Development Inputs (7.3.2) ..................................................... 27
Design and Development Output (7.3.3) .................................................... 27
Design and Development Verification (7.3.5) .............................................. 28
Design and Development Validation (7.3.6) ................................................ 29
Control of Design and Development Changes (7.3.7) ................................... 30
PURCHASING (7.4) .................................................................................................................................30
Purchasing Process (7.4.1) ....................................................................... 30
Purchasing Information (7.4.2) ................................................................. 30
Verification of Purchased Product (7.4.3) .................................................... 31
PRODUCTION AND SERVICE PROVISION (7.5).....................................................................................31
Control of Production and Service Provision (7.5.1) ...................................... 31
Program/course Planning and Delivery ....................................................... 31
Post-program Processes ........................................................................... 32
Equipment Maintenance and Repair ........................................................... 32
Student Support ...................................................................................... 32
Assessment of Students ........................................................................... 33
Validation of Processes for Production and Service Provision (7.5.2) .............. 33
Student Feedback and Review ................................................................... 34
Identification and Traceability (7.5.3)......................................................... 34
Customer Property (7.5.4) ........................................................................ 34
Preservation of Product (7.5.5) ................................................................. 34
CONTROL OF MONITORING AND MEASURING DEVICES (7.6) ............................................................35
MEASUREMENT, ANALYSIS AND IMPROVEMENT .............................................................36
GENERAL (8.1) .......................................................................................................................................36
MONITORING AND MEASUREMENT (8.2) ..............................................................................................36
Customer/Client Satisfaction (8.2.1) .......................................................... 36
Internal Quality Audits (8.2.2) .................................................................. 36
Monitoring and Measurement Processes (8.2.3) ........................................... 37
Monitoring and Measurement of Product (8.2.4) .......................................... 38
CONTROL OF NONCONFORMING PRODUCT (8.3) .................................................................................38
ANALYSIS OF DATA (8.4) ......................................................................................................................39
IMPROVEMENT (8.5) ...............................................................................................................................39
Continual Improvement (8.5.1) ................................................................. 39
Corrective Action (8.5.2) .......................................................................... 40
Preventive Action (8.5.3) .......................................................................... 41
SUMMARY REFERENCE COMPARISON OF QUALITY MANAGEMENT SYSTEM AND ISO 9001:2000
STANDARD................................................................................................................................................42

Profile of Holland College ∆
Holland College, Prince Edward Island’s community college, was
established in April 1969 under a mandate from the Province and as
part of a re-organization of post-secondary education. Since opening
its doors in September of that year, its annual student intake has
grown from 102 to in excess of 10,000.
The College provides a comprehensive range of full-time and part-time
programs, short courses and night classes. College centers are based
at Charlottetown, Souris, Montague, Slemon Park, Summerside,
Georgetown and Tignish. The College also includes the Atlantic Police
Academy located at Slemon Park.
The College has developed close links with numerous organizations
and institutions. It has also established academic partnerships with
the University of Prince Edward Island and other institutions and
organizations both locally and internationally.
The cornerstone of Holland College programs is CBE, Competency-
Based Education. CBE is an educational system which emphasizes the
specification, learning and demonstration of those competencies -
skills and knowledge - that are central to a given career, activity or
task.
Among the features that distinguish CBE are the identification of skills
by industry and student evaluations based on performance of these
skills.
Program areas include business, health, bioscience, media studies,
engineering, manufacturing, trades & construction, adult education,
tourism, culinary, computing, justice/law enforcement, aircraft and
marine studies. In its commitment to providing life-long learning
opportunities, the College offers relevant, practical training for its
students who are drawn from the Island’s community, other Provinces
and beyond.

Holland College Statement of Mission ∆
“Dedicated to excellence in performance, Holland College is committed
to providing quality educational opportunities and services that meet
or exceed the needs of learners, industry/business and our
community.”
Holland College Quality Policy ∆

HOLLAND COLLEGE QUALITY POLICY (BP-60-04)
Holland College will meet its statement of mission by:

• committing to a structured Quality Program that satisfies the
requirements as outlined in ISO 9001;
• involving industry/business in both the development and
evolution of our training programs and courses;
• ensuring that programs and services are designed and
implemented with a commitment to meeting customer
requirements;
• ensuring staff are highly qualified through ongoing recruitment,
development and training;
• developing and delivering training that emphasizes Competency
Based Education principles;
• ensuring that standards are maintained and improved by active
monitoring, reviewing and improving all activities;
• ensuring that measurable and realistic quality objectives are
established annually, communicated to all staff, and evaluated,
reviewed and revised (as needed) on an on-going basis.
The Quality Management System will operate with the following
“Permissible Exclusion” to the ISO 9001:2008 standard:
Section 7.6 Control of Monitoring & Measuring Devices
Any monitoring or measuring devices used, are used for the purposes
of training. Students are often required to calibrate and adjust these
devices as part of their training. The absence of accurately calibrated
equipment and devices would not constitute a failure in the process of
designing and delivering education/training to students.
Brian McMillan
PRESIDENT

Quality Management System ∆
General Requirements (4.1)

The College operates a documented Quality Management System
designed to ensure that specified educational, training and support
requirements are met. The effectiveness of the Quality Management
System is monitored through a process of internal auditing, client
feedback and the analysis of that feedback and management review.
Feedback from staff, who are integral in the application of the various
components of the QMS, alert the Quality Coordinator to potential
problems and appropriate and timely revisions are made to correct the
deficiency. Areas of nonconformance are addressed by raising
corrective action requests and areas of potential nonconformance are
addressed by initiating a preventive action request. College may also
make suggestions for improving any aspect of the College by
submitting an improvement initiative proposal.
Scope
The design and delivery of education and training to students including
support services.
Documentation Requirements ∆ (4.2)
General (4.2.1)
The College maintains electronic copies of a Quality Manual,
Procedures Manual and supporting documentation. These are available
to staff at all sites via the College’s website.
The operation of the Quality System is subjected to audit and review in
order to monitor, maintain and improve its effectiveness. Quality
System documentation is kept abreast of educational and College
developments. Measures are taken to ensure continuing compliance
whenever the ISO 9001 Standard itself undergoes revision.
The College has established Quality Objectives that are monitored on a
continual basis and reviewed annually. The process of monitoring the
objectives is one mode by which the College can evaluate the
effectiveness of the Quality Management System and to determine if
client requirements are being satisfied. The Quality Objectives are
included in section 5.4 of this Manual.

Quality Manual (4.2.2) ∆
The Quality Manual is a policy document, containing a summary of
how the College addresses the requirements of ISO 9001. It contains
the College’s quality policy, and cross-references College procedures to
the elements of ISO 9001.
Most staff members have access to the electronic web-based version
of the Quality Manual, which is controlled centrally by the Quality
Coordinator. Where Web access is not available, paper-based copies of
the Quality Manual are made available. A paper-based master copy of
the Quality Manual is maintained by the Quality Coordinator, who
ensures that the electronic version is kept in alignment with its
contents.
Amendments to the Quality Manual are controlled and published by the
Quality Coordinator. Changes in content are normally agreed with the
functions responsible for their implementation. Paper-based copies of
quality documents are uncontrolled documents and as such it is the
responsibility of holders of paper-based manuals to incorporate
authorized amendments and disposing of obsolete pages.
The Procedures Manual
The Procedures Manual incorporates procedures, information and
forms relating to staff activities. Procedures describe educational and
student-support processes, including documentary and record-keeping
requirements, and identify the functions responsible for their
implementation.
Procedures are categorized under six main headings:
A. Program Design, Organization and Delivery
B. Student Entry and Exit
C. Support Services
D. Quality Assurance and Strategy
E. Human Resources
F. Miscellaneous.
Control of Documents (4.2.3) ∆

The College maintains documented procedures (A14, A17 & D04) to
control the review, approval, issue, amendment and availability of
documentation and data relating to the operation of its Quality
Management System. Related Board Policies, Board Regulations and
Administrative Regulations are also maintained in a similar fashion. All
staff are required to use and refer to current issues of these
documents in performing their duties.

Specified documents and data are controlled to ensure that up-to-date
information is available and accessible to staff involved in the
organization and delivery of courses and programs. Where documents
and forms are used within an individual program or program unit, it is
controlled internally. All documents issued have an issued date or
revision status indicated on the document.
Staff receiving important new or revised documents from external
sources are required to make them available to appropriate members
of staff, and to ensure that obsolete material is updated, withdrawn or
destroyed. If retained, obsolete material is required to be suitably
identified to prevent its inadvertent use.
The electronic copies of the Quality Manual and other computer data
essential to the operation of the Quality Management System, is
backed-up on a regular basis.
Control of Quality Records (4.2.4) ∆

The College maintains such records as are necessary to demonstrate
the quality of its provision, compliance with procedures and the
effectiveness of the Quality Management System.
Members of staff are responsible for ensuring that the records for
which they have responsibility are clearly labelled or otherwise
identified, legible and readily retrievable. (D04) Quality records are
required to be stored in ways that minimize the risk of their
deterioration or loss.
A quality records procedure (D09) lists documents whose retention is
necessary for reference purposes and to provide evidence of the
Quality Management System's effectiveness. The procedure identifies
the confidentiality status and minimum retention time for each record,
and the function responsible for its maintenance, storage and disposal.
Where contractually agreed, customers are afforded access to
appropriate quality records.
Management Responsibility ∆
Management Commitment (5.1)

Members of the Management Executive Committee are committed to
the development and implementation of the Quality Management
System (QMS) and to continually improving its effectiveness.
Management reviews the College's Quality Policy annually. All staff
are encouraged to seek ways to continually improve the College's
processes and the service provided to clients. In addition to this

commitment by staff, College Management, on an annual basis,
identifies organizational quality objectives. These objectives are
established based on results of audit findings, the analysis of data
generated by various forms of client feedback and management
reviews of the quality system.
Quality objectives are communicated by senior management to all
levels of the organization. Divisions, departments and individual staff
are tasked with identifying methods and processes for achieving
quality objectives that are applicable to them and documenting the
results. The results of activities undertaken to realize the quality
objectives are documented and reviewed by College Management on
an ongoing basis.
College Management annually reviews the quality objectives
established the previous year with regard to their suitability, adequacy
and effectiveness. Each year the quality objectives and the outcomes
from the objectives are reviewed. The quality objectives may be
continued for the next year, revised, or new objectives may be
identified and implemented.
Section 5.4 of this Quality Manual contains the College's most current
“Quality Objectives” that have been established and approved by the
Management Executive Committee.
Customer Focus (5.2) ∆

College Management is committed to determining that customer
(client) requirements are met with the aim of enhancing customer
(client) satisfaction. While the primary customer or client of the
College is the student, secondary clients are the businesses,
organizations, industries and government agencies that hire the
graduates.
Programs and courses are designed and developed with input from
those secondary clients. Students benefit from receiving education
and training that has been developed under those conditions. Clients
from all levels, both external and internal, provide feedback regarding
the programs, courses and services provided by the College. There
are a number of procedures (B01, B02, B03, B09, B12, D01, D02,
D03, D05, D11 & D12) that provide processes for gathering and
utilizing this feedback. The College in general and individual
departments within the College has implemented various processes for
monitoring and measuring client satisfaction.
When customized or contract training courses are designed and
developed, the requirements of the client are an integral part of that

process (A03 & A16). As an educational institution, the College is
aware that students have other needs and there are other factors that
may influence their ability to be successful in the program or course
they have chosen. To this end, the College provides, through several
procedures (C03, C06, C10 & C11) a range of services that includes
providing accommodation for students who have a disability, providing
a wide range of bursaries and scholarships, accommodations lists and,
academic assistance, counselling and other support services.
Procedures also provide clients with the opportunity to register
complaints (D02) regarding any service provided by the College and
for students who may not be satisfied with a decision regarding their
academic status, to appeal that decision (A10). Student review
meetings with student representatives or groups of students may also
be held to address specific concerns or to obtain input with regard to a
specific issue or issues (A06).
The College’s website also provides an “Electronic Feedback”
submission form that is submitted directly to the Quality Office.
Through this form anyone can submit a suggestion, comment, or
concern regarding any information or service provided by Holland
College. Submissions received are documented and forwarded to the
appropriate member of College staff. All complaints received through
this means are formally documented as a complaint and handled
through Procedure D02.
Quality Policy (5.3) ∆

The College's Quality Policy (Board Policy 60-04) was established by
the Management Executive Committee and approved by the Board of
Governors. The policy is reviewed annually during a Quality
Management Review meeting to ensure it continues to:
a) be appropriate to the purpose of the College;

b) include a commitment to comply with requirements and to
improve the effectiveness of the Quality Management
System;
c) provide a framework for establishing and reviewing quality
objectives;
d) be communicated and understood within the College, and;
e) be suitable.
The Holland College Quality Policy, Board Policy 60-04, states:

Holland College will meet its statement of mission by:
• committing to a structured Quality Program that satisfies the
requirements as outlined in ISO 9001;
• involving industry/business in both the development and
evolution of our training programs and courses;
• ensuring that programs and services are designed and
implemented with a commitment to meeting customer
requirements;
• ensuring staff are highly qualified through ongoing recruitment,
development and training;
• developing and delivering training that emphasizes Competency
Based Education principles;
• ensuring that standards are maintained and improved by active
monitoring, reviewing and improving all activities;
• ensuring that measurable and realistic quality objectives are
established annually, communicated to all staff, and evaluated,
reviewed and revised (as needed) on an on-going basis.
The Quality Management System will operate with the following
“Permissible Exclusion” to the ISO 9001:2008 standard:
Section 7.6 Control of Monitoring & Measuring Devices
Any monitoring or measuring devices used, are used for the purposes
of training. Students are often required to calibrate and adjust these
devices as part of their training. The absence of accurately calibrated
equipment and devices would not constitute a failure in the process of
designing and delivering education/training to students.
Planning (5.4) ∆
Quality Objectives (5.4.1)

College Management annually reviews the quality objectives
established the previous year with regard to their suitability, adequacy
and effectiveness. Each year the quality objectives and the outcomes
from the objectives are reviewed. The quality objectives may be
continued for the next year, revised, or new objectives may be
identified and implemented.
The following Quality Objectives have been established, reviewed and

approved by the Management Executive Committee on April 2, 2008:

Quality Objectives
1) With respect to the following two student survey questions:
• “The overall quality of this program is high.”
• “I would recommend this program to someone I know.”
Objective: all programs to achieve a rating of 80% or higher
(80% of students responding have either mildly agreed or
strongly agree with this statement.)
(Note: each of the above questions are also reported as Critical
Performance Indicators.)
2) With respect to the following two questions on the New Student
Survey (yes/no response):
“During my orientation I was provided with information regarding:
• An outline/description of the Program content.
• An outline/description of how I will be assessed (ratings or
grades).”
Objective: all programs to received a 80% or better yes
response.
3) With respect to the following question on the New Student Survey:
• “I am very satisfied with the whole application and enrollment
process.”
Objective: to achieve a rating of 90% or higher (90% of
students responding have either agreed or strongly agree with
this statement.)
4) With respect to the graduate survey question:
• “How likely would you be to recommend the program you were
in to someone you know?”
Objective: to achieve a overall mean satisfaction score of 4.25
or higher.
(Note: Graduate surveys are conducted each year in May on the
previous year's graduates. Therefore this objective is being
established for the graduate survey conducted in 2005 for the
2004 graduates.)

Quality Management System Planning (5.4.2) ∆
The planning and preparation of education, training and related
activities is carried out in accordance with documented procedures.
Necessary resources are allocated, and staff training provided,
whenever new programs or requirements are introduced.
Quality planning within Holland College is an integral part of several
Quality Procedures culminating in the establishing of Quality
Objectives. Feedback from our customers (students, industry and the
community) via Procedure D01 (Program/Course Monitoring,
Evaluation and Review) and the program/course advisory committees
(A06), provides a basis for planning within individual
programs/courses, departments and the College as a whole.
Procedure D02 (Complaints Procedure) allows the College to respond
to real or perceived problems with our service and implement
preventive measures to preclude future occurrences.
Management is provided with information regarding program
performance and trends via Procedure D11 (Performance Indicators).
Procedure A06 (Program Related Meetings) provides a process for
staff, management and industry to review all aspects of a
program/course. Industry also plays a vital role in the development of
new programs/courses through the occupational analysis process
(Procedure A01 - Program & Curriculum Development) and the
ongoing review and revision process through annual advisory
committee meetings.
One aspect of Procedure D08 (Continual Improvement) is
implementing steps to prevent problems from recurring and identifying
any problem trends. Sometimes the prevention of a problem or
dealing with a negative trend may require a strategic initiative. To
facilitate this process the Quality Coordinator presents a summary of
data from this Procedure to all scheduled Management Review
meetings. (D05)
All the Procedures noted above ultimately feed into the planning
process. One Procedure that helps this process is Procedure D05
(Management Review). Management Review meetings give
management an overall picture of the College’s Quality System that
reveals:
• strong and weak points;
• what we do well and what we can improve on;
• what our customers like and dislike about how we do business;
• whether or not we are meeting our quality objectives.

Management can then identify and integrate issues of a strategic
nature into the planning process for the coming year.
The College recognizes that a trained staff is essential to growth and
development of the organization. One facet of Procedures E03
(Performance Appraisal), E04 (Staff Training and Development), E06
(Instructional Development) and E14 (Approval & Delivery of Staff
Professional Development Courses), identifies the training needs of the
organization as a whole, the individual needs of staff members, and
includes a strategy for inclusion of training needs in the yearly
planning processes.
Changes to the Quality Management System occur after careful
planning and consultation with staff and relevant members of
management. All procedural changes are approved by the President
prior to release. All changes are coordinated by the Quality
Coordinator who ensures other relevant documents are updated
accordingly to reflect the latest revisions. (D04)
Responsibility, Authority and Communication (5.5) ∆
Responsibility and Authority (5.5.1)

The responsibility, authority and interrelation of staff who manage,
perform and verify work affecting quality, is described in the
Procedures Manual. The duties of key functions are described in
Procedure D06 entitled Staff Roles and Responsibilities but quality-
related responsibilities are also an integral feature of all other
procedures.
Management Representative (5.5.2) ∆

The Quality Coordinator is responsible for the oversight and day-to-
day operation of the Quality Management System, and for reporting on
its performance to Executive Management. The Quality Coordinator
reports to the President. The Senior Executive Assistant is the
Management Representative on the Management Executive
Committee.
The authority and responsibility of the Quality Coordinator is defined in
the Staff Roles and Responsibilities Procedure (D06). The Quality
Coordinator's duties can be summarized under the following
statements of responsibility:
• for ensuring that processes needed for the Quality Management
System are established, implemented and maintained;

• for reporting to the Management Executive Committee on the
performance of the Quality Management System and any need
for improvement; and
• for promoting an awareness of customer requirements
throughout the College.
Internal Communications (5.5.3)

Communications channels are established through the use of a
College-wide electronic mail system that is accessible to most staff. In
those few remote sites where access is not available appropriate steps
have been taken to ensure staff are informed via printed format.
A directory of all staff with phone numbers and email addresses is

provided on the College’s website.
Administrative Regulations and Operational Procedures have been
established to deal with crisis and emergency situations and to ensure
that appropriate communication channels have been organized.
Management Review (5.6) ∆
General (5.6.1)
Members of the Management Executive Committee (MEC) and other
designated personnel meet to review the adequacy and effectiveness
of the College’s Quality Management System on an ongoing basis
throughout the year. Review meetings are chaired by the President
and meeting agenda items over the period of the year cover all the
requirements identified in Procedure D05 (Management Review).
A Management Executive Committee meeting may occasionally be
designated as a Quality Management Review Meeting, however,
regular (generally weekly) MEC meetings often deal with items relating
to the Quality Management System. Minutes of MEC meetings are
forwarded to the Quality Coordinator on a regular basis. The degree to
which the requirements of ISO 9001 and the College quality policy and
objectives are being satisfied is reviewed on an annual basis.
Review meetings are minuted, and necessary corrective action,
preventive action and improvement are initiated. Summaries of
review minutes and other information regarding the effectiveness of
the Quality Management System are posted on the College's Quality
Website. Any items that are considered to be proprietary or sensitive
in nature are excluded.

Review Input (5.6.2) ∆
The input to management review includes information on: (D01, D02,
D03, D05, D08, D10, & D11)
a) results of audits;
b) customer feedback;
c) process performance and product conformity;
d) status of preventive and corrective actions;
e) follow-up actions from previous management reviews;
f) changes that could affect the quality management system;
and
g) recommendations for improvement.
Review Output (5.6.3)

The output from management review includes any decisions and
actions related to:
a) improvement of the effectiveness of the quality
management system and its processes;
b) improvement of product/service related to customer
requirements; and
c) resource needs.
Resource Management (6) ∆
Provision of Resources (6.1)

Adequate physical and human resources are provided for managing,
performing and verifying activities affecting quality and to enhance
customer (client) satisfaction by meeting customer (client)
requirements.
Human Resources (6.2)
General (6.2.1)
All employees, including members of management, performing work
that affects the quality of any service related to the design and
delivery of education and training to students including support
services, are hired on the basis of appropriate education, training,
skills and experience.

Documented procedures have been established for the recruitment of
permanent and temporary staff (E01). Verification of candidate
qualifications and/or experience normally precedes confirmation of an
appointment. Staff orientation, appraisal, training and development
are carried out and recorded in accordance with documented
procedures (E02, E03, E04, E05, E06, E07, E08, E10, E11, & E14) to
ensure that the College:
• employs staff with relevant qualifications and experience; (E01)
• keeps abreast of developments in education and training; (E03,
E04, E06, E14)
• enhances and up-dates the skills of its staff; (E03, E04, E06,
E14)
• maintains the relevance and appeal of its programs and courses
(E06);
• strengthens and improves the service provided to its students
and customers.
A college-wide training needs analysis is performed annually, and
culminates in the preparation of a College Staff Development Plan
(E04, E14). Individual development and training needs are identified
through evaluations and performance development reviews (E03 &
E04). There is also a separate procedure covering the process of
instructional development for instructors across the College (E06).
Staff members are allocated to duties for which they are suitably
qualified, trained and/or experienced. Where necessary, appropriate
prior or on-the-job training is given.
Competence, Awareness and Training (6.2.2) ∆

Managers within the organization are responsible for ensuring that
employees have the necessary competence for the effective and
efficient operation of the College. In order to maintain the level of
competence required, Managers ensure that employees under their
responsibility remain current in the field of expertise for which they are
employed and that employees, together with their immediate
supervisor, plan their education and training needs in order to
maintain the competencies necessary for the position.
Employees essential to the achievement of stated quality objectives
are made aware of their role and responsibility towards the
achievement of the objectives through their manager. Where
necessary, managers organize meetings with employees to determine

the approach that will be taken to meet the relevant objectives (E03 -
QF006, QF053, QF059).
The College maintains a training and development file for each
employee. A record of the employee's education, skills, experience
and training is maintained in this file. All new staff are requested to
complete a Professional Development Database Information Form
(QF066). Any internal staff training and development provided through
the College is tracked by the Admissions Office Student Information
System. Staff are asked to retain a record of the external workshops,
conferences, seminars, and industry training sessions in their personal
portfolio. Staff who complete training, achieve professional
recognition, earn a certificate/diploma/degree, etc, are asked to
forward this information, along with a copy of any credentials received,
to Human Resources. Managers also update their staff files during the
annual review process (E03).
Infrastructure (6.3) ∆
The College reviews the requirements for facilities and equipment
through the Strategic and Operating Planning and budgeting
processes. A Computer Greening Project managed by the Manager of
Computer Services annually reviews the currency of computers in the
College and provides a process for keeping student computer labs and
computers used by individual staff current. This process involves an
assessment of what the requirements of all users are and the
allocation of more technically advance computers to those areas where
they are most needed, and the reallocation of other computers to
other areas of the College as needed.
The Computer Services Department maintains the College's computer
network system and provides an electronic mail system for all staff
and full-time students. (C09) The Department also provides support
for a number of general software programs utilized by College staff
and students. (C04)
The College also maintains a website that provides information on
many aspects of the College including registration information, current
marketing information and College job postings. There is also an
internal staff website that provides staff with relevant information and
links.
Work Environment (6.4) ∆

The College's Board Policies BP-30-04 (Institutional Safety) and BP-40-
03 (Health and Wellness) provides direction to members of the College

community for the maintenance of safety awareness in programs and
within College facilities and for the promotion of wellness activities.
Administrative Regulation 30-04-1 (Occupational Health & Safety) was
constituted to promote safety awareness, to establish Health and
Safety Committees or Safety Representatives and to ensure
compliance with the Occupational Health & Safety Act of Prince Edward
Island.
The Wellness in the Workplace initiative was established to promote
physical activity, improve nutrition, and the reduction of stress and
smoking. Committees at various centres plan activities and events to
encourage staff participation in this program. There is also a Wellness
in the Workplace website that promotes various activities and provides
wellness related information.
An Employee Assistance Program provides a confidential counselling
and information service to employees and their families who seek
assistance.
Product Realization (7) ∆
Planning of Product Realization (7.1)

The scope of the College's Quality System states: “The design and
delivery of education and training to students including support
services.”
Product realization then applies to those processes which impact
directly on the College's provision of education and training and
related student support services. The following processes have been
identified as being relevant to supporting product realization:
• Marketing & Recruitment (B01 & B02)
• Admissions & Registration (A16, B03, B09, B10, B12 & B13)
• Student Exit & Graduation (A16, B04, B06, B09, B10 & B12)
• Provision of Student Support Services (C03, C06, C08, C09 &
C10)
• Design and Development of Programs and Curriculum (A01, A03,
A15 & A16)
• Delivery of Programs (A04, A03, A11, A15, A16 & A18)
• Purchasing of Equipment (C01) (See section 7.4, Purchasing, of
this manual)

• Other Support Services (includes Library, Bookstore, computer
services (C09) & student finance related services)
Documented procedures, as indicated in parenthesis above, cover
some of these processes and those responsible for overseeing the
administration of the process ensure that objectives are established
and requirements identified.
Marketing & Recruitment ∆:
The process of marketing and recruitment within the College is
controlled by Procedures B01 & B02.
Program marketing information is obtained and verified through a
defined process involving one or more forms that requires individuals
to sign off to verify approval & acceptance of the information. All
marketing information is coordinated through the Executive Director of
Foundation & Corporate Communications who approves all recruitment
related materials.
The process is controlled to ensure that:
• all marketing materials for Holland College are completed in such
a manner as to provide accurate, consistent and timely
information and convey a positive and attractive image;
• the Registrar, Admissions staff and Marketing staff are provided
with accurate, consistent and timely information regarding
programs and courses offered by the College;
• Holland College programs and courses are promoted.
Admissions & Registration
Several procedures control the admissions and registration processes.
All students registering at the College for the first time are assigned a
unique number. This number, referred to as the client number or
student ID number is assigned by the Student Information System
(SIS) to the individual. The SIS maintains a permanent electronic file
for each student and provides a quick reference of the individual’s
history with the College.
The process of admitting and registering full-time, part-time and
continuing education students into diploma/certificate programs is
controlled under Procedure B03 while the registering of all other
students is as follows:
• All marine navigation and marine/power engineering related
courses offered at or through the Marine Centre under Procedure
B12.

• All applications for the Police Science (Cadet) program under
Procedure B13.
• In-Service Training courses offered by Atlantic Police Academy
under Procedure A16.
• Courses offered through the Adult & Community Education under
Procedure B09.
• Block Release courses under Procedure B10.
Student Exit & Graduation ∆
Student exit and graduation processes for students enrolled in any
diploma/certificate program are controlled through Procedures B04
and B06. All other student exit processes are controlled through the
same procedures noted above under the admission & registration
process (A16, B09, B10, B12, & B13).
Provision of Student Support Services ∆ (C03, C06, C07, C08,
C09, C10, C11, & C12)
Through various procedures the College makes support services such
as Professional Counselling, Career Counselling, Employment
Assistance (TCC only) (C03) and Assessment Services (C11) available
to students. Each year the Student Services Department advertizes in
local newspapers requesting members of the general public who may
have accommodations available for students to rent, to submit
information for the purposes of developing an accommodations list
(C06). This list is made available on the College Website and also to
students on request.
A process for establishing, implementing and monitoring agreements
for accommodating learners with a disability is provided under
Procedure C10. Under this Procedure, applicants to the College may
make requests for accommodation to the Registrar, the request is
assessed and, if it is deemed appropriate under the Procedure, an
Individual Educational Accommodation Agreement (IEAA) is prepared.
Procedure C09 provides a process for enabling and regulating student
access to College computing and networking resources and Procedures
C07, C08 and C12 detail the requirements regarding College-related
student travel and other off campus activities/events involving
students.
Design and Development of Programs and Curriculum
Design and development processes are controlled under Procedures
A01, A03, A15, & A16 and described under section 7.3 of this manual.

Delivery of Programs ∆
The processes for delivery of programs and courses are controlled
under Procedures A04, A03, A11, A15, A16, & A18.
A Curriculum Delivery Plan or equivalent is developed for each
diploma/certificate program (A04). The plan, at a minimum provides
or describes:
• approved course outlines
• each assessment tool that will be used
• a detailed grading scheme
• where possible, a schedule of classes
• a list of resources, supporting collections and technologies
• each assignment or other learning activity that will be used
• assignment guidelines
• detailed learning plans/lesson plans
• any self-directed learning paths designed for students as they
build ongoing expertise in subject matter
• how the curriculum will be delivered;
• a reference to the content of the curriculum and where that
information is stored or maintained;
• a progress review schedule.
Records of the status of the delivery plan and the status of individual
student progress are kept. Staff who may have to cover for an absent
colleague can access these records and the delivery plan. Section 7.5,
Production and Service Provision, of this manual provides further
details with regards to the delivery of programs.
The process of providing on-the-job training to students enrolled in
those diploma/certificate programs where it is required is controlled
under Procedure A11. The control and delivery of contract/customized
training is controlled by Procedure A03 and the establishment,
approval and delivery of Continuing Education Courses, with the
exception of summer camps and Block Release courses (B10), is
covered by Procedure A15. Separate procedures control delivery
processes for adult education courses (A18) and in-service training
courses provide by the Atlantic Police Academy.
Purchasing of Equipment Used in Delivery of Education And/or Training
(C01) See section 7.4, Purchasing.

Customer Related Processes (7.2) ∆
Determination of Requirements Related to the Product (7.2.1)

The College's “product” is the educational programs, courses and
services that it provides. The College's primary client, the student,
expects:
• the product to meet stated standards and outcomes;
• the product to be current & relevant;
• the product to provide them with the opportunity to receive
education & training that will assist them in meeting the
requirements of the industry or business of their chosen career;
• any support services to meet or exceed the normal standard for
that service;
Educational programs and courses can essentially be divided into two
broad types:
• applied degree/diploma/certificate programs;
• continuing education courses.
New applied degree/diploma/certificate programs are subject to
approval by the College Board of Governors and Management
Executive Committee. Applied degree programs are also subject to
the approval of the Minister (A01). Continuing education courses,
such as night courses, customized training and contract training (A03,
A15 & A16), are subject to authorization by designated managers.
For applied degree/diploma/certificate programs the determination of
requirements related to the product is a result of several processes.
First and foremost the primary objective of any of the College's
programs and courses, is to provide an educational product that is
relevant to the applicable industry or business. During the
development and delivery of applied degree/diploma/certificate
programs this is attained through the contribution by representatives
from the related industry/business /government to the occupational
analysis and the program advisory committee processes. Factors such
as any regulatory requirements are also identified and included in the
delivery of the programs. Other requirements, identified and delivered
by the College, are part of the normal service of providing post-
secondary education to students.
Course outlines are developed for all continuing education courses and
outcomes are identified. This information is either included in the
marketing information and/or is provided in writing to participants at
the start of the course.

Review of Requirements Related to the Product (7.2.2) ∆
The review of requirements related to new applied
degree/diploma/certificate programs is conducted through the design
and development processes. Programs may also be reviewed by
Advisory Committees, the Curriculum Services Department of the
College and/or by programs staff on an on-going basis. Formal and
informal feedback provided by students, recommendations from
business and industry and a desire to keep programs current and
relevant, all drive an on-going review process. When program
requirements change, a development and implementation plan is
developed (A01).
Potential students are made aware of program requirements through
various marketing information sources and communications from the
Office of the Registrar. Within the first few days of starting their
program, new students are provided with orientation sessions (A05)
and relevant information relating to their chosen program and the
College (A04).
Before any contract or customized training course is finalized (A03,
A16), it is reviewed to ensure that:
• customer requirements are clearly defined;
• where the customer will be supplying facilities equipment and/or
materials, necessary procedures are followed;
• the College has the capability to deliver the training;
• any differences between initial proposals and final specifications
are resolved.
Amendments to existing contracts are formally agreed with customers
and communicated to affected parties.
Customer Communication (7.2.4) ∆

Documented procedures have been established to control program and
continuing education course marketing (B01), student recruitment
(B02), and admissions and registration processes (A16, B03, B08,
B09, B12 & B13). All inquiries regarding programs are initially handled
by the Admissions Office. Admissions staff may redirect inquiries as
appropriate in order to provide customers (clients) with the best
response to their inquiry. Some of the smaller centres and the
affiliates also have on-site support staff that have been delegated
some admissions office functions.
Product requirements are defined through program fact sheets, the
College Calendar and the College Website (B01). These sources

provide clients with accurate information regarding programs and
courses. This information along with occupational job analysis and
course outlines, form the basis for the identification of customer
requirements. Student orientation sessions generally provide students
with a broad range of information on the College, their program, what
is expected of them as students, and the various services provided by
the College.
Student feedback, obtained from various surveys and questionnaires
provided to students both during the program and after graduating, is
also considered in program review and planning. Every continuing
education student is given the opportunity to complete a course
evaluation and provide comments which in turn feed into planning for
subsequent continuing education offerings.
Places in applied degree/diploma/certificate programs are offered to
applicants on the basis of established prerequisites and assessment
criteria. Applicants, whose application does not meet one or more of
the program prerequisites, may be requested to undergo an academic
assessment and/or to meet with an Admissions Officer to review their
application. Applications from mature applicants, who do not meet
normal entry criteria may be considered on an individual basis,
provided they meet program specific minimum requirements and
satisfy specific conditions. All applicants who have their application
rejected are notified by a letter and invited to contact an Admissions
Officer. (B03 & B13)
Most students enrolling in courses offered by the Adult and Community
Education are required to attend an intake interview. (B09) During the
interview the student’s requirements are identified. An individual
learning plan is developed during another meeting (A18) in
consultation with the student to assist them in meeting their objective.
Curriculum requirements for adult education and the Language
Instruction for Newcomers to Canada (LINC) programs prescribed by
the appropriate government department or agency are reviewed and
satisfied on an ongoing basis.
Wherever possible, the College facilitates the transfer of students to
other programs if those for which they register prove inappropriate
(B04).
Procedures (A04, A18) require learning managers and instructors to
review each student's progress at identified intervals, document the
review sessions and provide feedback to the student on their progress.
Students are also encouraged to discuss any problems they may be
experiencing with their learning manager/instructor or other
appropriate College staff.

A procedure is also in place to provide a process for establishing,
implementing and monitoring agreements for accommodating students
with a disability. (C10)
Procedures also provide clients with the opportunity to register
complaints (D02) regarding any service provided by the College and
for students who may not be satisfied with a decision regarding their
academic status, to appeal that decision (A10). Student review
meetings with student representatives or groups of students may also
be held to address specific concerns or to obtain input with regard to a
specific issue or issues (A06).
Design and Development (7.3) ∆
Design and Development Planning (7.3.1)

Program and course initiation, design, development and approval
processes are carried out in accordance with detailed documents that
include a Board Regulation, Administrative Regulations and Quality
Procedures (A01, A03, A15, & A16). Applied degree/diploma
/certificate programs and continuing education (short/evening) courses
are dealt with separately due to their differing levels of complexity. All
new programs are subject to approval by the Holland College Board of
Governors, the Management Executive Committee and the relevant
Executive Director/Director. The process for revision of existing
programs is also included in these documents.
Curriculum design and development of applied
degree/diploma/certificate programs is overseen by the Curriculum
Services Department. Individual program design projects are allocated
to and led by specific members of staff, who are responsible for
opening a Design and Development File and establishing a Design and
Development Plan which at a minimum:
a) provides an overview of the development required;
b) identifies the staff to be involved and their responsibilities;
c) identifies the resources required;
d) includes time frames for various development phases and for
overall completion of the development;
e) identifies and describe, including when they will occur, the
review, verification and validation processes that will be used;
f) includes time frames for implementation of the revision;
g) for program revisions, identifies how the implementation of the
revision will impact on enrolled students and, if applicable, the

next two graduating classes, including the credentials that will be
issued.
The design process includes the generation of occupational
charts/specifications, learning guides and other supporting material.
Contract/customized training and continuing education courses may be
developed to address the general demands of industry or in response
to specific requests for contract training. The lead-time for such
courses is often short, and this is reflected in the streamlined approach
adopted by the design requirements for these courses. A nominated
member of staff acts as project coordinator and ensures compliance
with design, development and approval requirements.
Design and Development Inputs (7.3.2) ∆

For each program being developed or undergoing a major revision,
design input and output requirements are defined, and review,
verification and validation activities are performed at appropriate
stages, in accordance with the Design and Development Plan. Industry
inputs are an important feature of the design process. (A01)
The design and development of the program also considers
appropriate College standards regarding program design and
development, applicable entrance and pre requisite requirements, and
applicable academic, regulatory or other requirements that may be
required.
Inputs are reviewed for adequacy to determine if they meet
requirements and to ensure they are not in conflict with each other.
Design and Development Output (7.3.3)

Design and development outputs for applied degree/diploma/certificate
programs normally consist of a DACUM Chart or Occupation
Specification, Budget, Course Outlines with outcomes and
competencies, Delivery Plan, Instructional Material, and Assessment
Criteria. Prior to delivery of the training, the appropriate Executive
Director/Director, in consultation with the Curriculum Services
Department, ensures the program is sufficiently developed, to permit
delivery of the training to the students. During this process the design
and development outputs are verified against the inputs.
Also, within three to six months of a new program startup or after a
program that has undergone a major revision restarts, the Curriculum
Services Department, conducts a formal internal evaluation. (A01)

Design and Development Review (7.3.4) ∆
Preliminary and Final Design reviews and, when necessary, additional
intermediate reviews, are specified in the program's Development and
Implementation Plan. (A01)
As part of the design review process, outputs are compared with
Design input requirements and any necessary action will be taken to
address discrepancies. Participants of reviews represent the necessary
expertise to perform the review.
All reviews are documented in the form of minutes of meetings which
clearly identify actions to be taken, personnel responsible and
completion dates for actions.
Annual Advisory Committee (Quality Procedure A06) or equivalent
committee meetings review evaluation summaries and other relevant
data. The Committee reviews DACUM charts, occupation specifications,
course outlines or other program design documents in light of this
information and any changes that have occurred in the occupation,
and make recommendations regarding revisions.
Recommendations are forwarded to the appropriate Executive
Director/Director and the Curriculum Services Department. Depending
on the extent of the changes recommended, changes may be able to
be implemented within a short time period or a more long term
strategy will have to be considered.
Design and Development Verification (7.3.5) ∆

The Curriculum Services Department coordinates the verification and
validation of new or revised program development. Verification and
validation activities are included in the Development and
Implementation Plan.
All verification and validation activities are documented and clearly
describe the activity, when it was conducted, what part of the design
was involved, what actions, if any, are to be taken, the personnel
responsible and any follow-up required.
Verification in the design and development of educational programs
may include the following:
• comparing the program to established College standards with
regard to program and curriculum development;
• comparing the program to an existing National Standard or
accreditation standard;
• having the program, or portions of it, reviewed by industry
experts;

• testing all or portions of the program by piloting with a group of
students;
• reviewing the curriculum developed to ensure it meets the
requirements that were identified by the Advisory Committee;
• reviewing the curriculum developed to determine if the desired
outcomes are being met. (This may be accomplished using
various tools/checklists developed by the Curriculum Services
Department.)
Design and Development Validation (7.3.6) ∆

The process of designing educational programs has two primary
objectives:
• to meet the needs of the recipient of the education (the
student); and
• to meet the requirements of the industry or business where the
student will ultimately work.
Therefore the objective of validating an educational program is to
determine if the program is meeting both of these primary objectives.
Some validation in the early stages of the design process, such as
having an industry advisory group validate the course outlines, may be
necessary, while the primary validation occurs during and immediately
after the initial program offering. (A01)
Validation may occur through a number of defined processes such as:
• formal internal evaluation by the Curriculum Services
Department within three to six months of program startup or
restart;
• review by industry/business advisory committees or
industry/business experts;
• when the program is required to meet an existing National
Standard or an accreditation review by an external body, this
may form part of the validation requirements;
• conducting student reviews such as through questionnaires,
progress and success reviews, and other feedback mechanisms,
on an ongoing basis during the initial offering (this may be a
combination of internal reviews by the program Learning
Manager/Instructor, Program Manager and/or Curriculum
Services Department);
• ongoing evaluation, review and adjustment, when necessary, of
curriculum by program Learning Managers/Instructors;

• graduate and employer surveys or other feedback mechanisms.
Control of Design and Development Changes (7.3.7) ∆

Minor changes to curriculum design and delivery are generally part of
the day to day program delivery process and are made as required by
Learning Managers/Instructors. However, when the need for more
significant changes, such as the addition or deletion of courses or
significant rewriting of the developed curriculum is indicated by staff or
from the results of evaluations, the Curriculum Services Department,
the originators of the program design, and/or the Program Advisory
Committee will be consulted. Any changes to the design will be
reviewed and approved as required by College Regulations before any
material is reissued. (A01)
Design changes are formally reviewed, recorded and implemented. A
majority of the programs offered by the College are competency-based
and occupational analysis and specifications are important outcomes of
the design process. Once these documents have been approved, they
are subjected to regular review and revision in association with
representatives from the relevant industries. Records of changes are
maintained by the Curriculum Services Department.
Purchasing (7.4) ∆
Purchasing Process (7.4.1)

The purchasing and leasing of equipment with a value over $1000 is
controlled through Procedure C01.
All suppliers are designated as Approved Suppliers and remain so
unless a reason arises that causes their designation to be reviewed.
An Executive Director, Program Manager or other Manager can initiate
a review of a supplier's performance and as a result of the review the
supplier's status may change to “Non-Approved” or be subject to a six
month monitoring period.
Contracts for instructional services are covered through the Collective
Agreement between the College and its Faculty.
Purchasing Information (7.4.2)

Purchasing documents are required to contain clear descriptions of the
goods ordered. Such documents are reviewed and endorsed by an
authorized signatory prior to release.
All computer purchases are reviewed and approved by the Manager of
Computer Services. Through the Computer Greening Project,

computers are replaced on a rotating basis throughout the College.
The supplier of computers is determined through an evaluation process
conducted by the Manager of Computer Services.
The tendering process for other major purchases is controlled through
normal tendering processes. Contracts signed with suppliers who have
been awarded a tender are reviewed and approved. Suppliers who
have a “non-approved” designation are not considered during any
tendering process.
Verification of Purchased Product (7.4.3) ∆

Delivered goods are checked for correctness against the original
purchase order, and examined for damage or faults. Defective items
are segregated and/or labelled to prevent their inadvertent use. The
originator of the purchase requisition or appropriate designate checks
the items received to ensure they are working and are capable of
performing the intended function. The originator of the Purchase
Requisition, or designate, inspects/tests the equipment for damage or
malfunction. Problems with the equipment are reported to the
Purchasing Department.
Production and Service Provision (7.5)
Control of Production and Service Provision (7.5.1)

The planning, delivery, monitoring and review of programs and
courses are controlled in accordance with a comprehensive range of
procedures. The Quality Management System also includes, where it
is applicable, provision for equipment maintenance and various
student support mechanisms.
Program/course Planning and Delivery ∆
A Curriculum Delivery Plan is required for all full-time programs. (A04)
For continuing education courses a course outline is prepared. Where
appropriate, Planning, Advisory and Review meetings are held.
Program Executive Directors/Program Managers oversee the delivery
of all programs and courses. A range of procedures set out
requirements for:
• program planning and delivery (A03, A04, A15, A16, A18);
• scheduling of student activities; (A04, A18)
• student orientation (A03, A05, A15, A18);
• reviewing student progress and dealing with concerns (A07);

• dealing with situations of student misconduct (A09);
• program-related meetings, including student review meetings
(A06);
• monitoring student attendance (A08, A18);
• on-the-job training (A11).
Post-program Processes
Procedures control student exit and graduation processes, including:
• the issuing of records of achievement, transcripts and
diplomas/certificates (B04, B08, B09, B10, B12);
• the processing of requests for transcripts (B07);
• the release of student information (B07);
• the planning of graduations (B06).
Post-course guidance and assistance could also potentially occur as
part of contract training, and would be covered by relevant contractual
arrangements.
Equipment Maintenance and Repair ∆
Equipment used in the delivery of education and training is suitably
maintained to ensure minimum disruption of learning activities. A fault
reporting process ensures that unsafe equipment is removed from
service and repaired or replaced. (C04)
A computer Help-Desk has been established to provide assistance on
hardware and software problems. It also coordinates the reporting of
problems with audio-visual equipment. (C04)
A procedure (C02) has been established to control the storage,
requisition, issue and return of firearms and ammunition. This
procedure complies with the requirements of the Canadian Firearms
Act and is overseen by the Executive Director of the Atlantic Police
Academy. Weapons and ammunition may only be issued to authorized
personnel.
Student Support
Procedures control the provision of support services to students (C03,
C05, C06, C10, & C11), including:
• professional counselling;
• career counselling;
• academic assistance services;
• employment assistance;

• student testing and assessment;
• maintenance of an accommodations list;
• accommodating learners with a disability.
Assessment of Students
Students are assessed against established program prerequisites prior
to entry to the College as part of the admissions procedure (B03).
Applicants to Holland College programs who do not meet academic
pre-requisites may be referred by an Admissions Officer to Assessment
& Counseling Services for an academic assessment (B03 & C11).
In-program/course assessment methods and schedules are
implemented according to the demands of the particular program or
course. Student assessments and progress are recorded and regularly
reviewed. Students experiencing difficulties may be referred by the
College Counsellor for assessment (C11) to Assessment & Counseling
Services. An appeals procedure exists for students who are dissatisfied
with their ratings or grades.
Validation of Processes for Production and Service Provision (7.5.2) ∆

As noted earlier in 7.2.1 of this document, the College's “product” is
the educational programs, courses and services that it provides.
Section 7.1 described product realization as applying to those
processes which impact directly on the College's provision of education
and training and related student support services. The following
processes were identified as being relevant to supporting product
realization:
• Marketing & Recruitment (B01 & B02)
• Admissions & Registration (A16, B03, B09, B10, B12, B13)
• Student Exit & Graduation (A16, B04, B06, B09, B10 & B12)
• Provision of Student Support Services (C03, C06, C08, C09, C10
& C11)
• Design and Development of Programs and Curriculum (A01, A03,
A15 & A16)
• Delivery of Programs (A04, A03, A11, A15, A16 & A18)
• Purchasing of Equipment (C01)
• Other Support Services (includes Library, Bookstore, computer
services (C09) & student finance related services)

The output from each of the above processes, with the exception of
“Design and Development of Programs and Curriculum”, is verified by
monitoring and/or measuring during the delivery of the service.
Validation of program design and development is done through various
means already described in section 7.3.6 (Design and Development
Validation).
The procedures identified next to each of the processes listed above
include defined responsibilities for review.
Student Feedback and Review
Student feedback is sought via questionnaires (D01) and student
review meetings (A06). The results are analyzed and, where
appropriate, acted upon by the staff delivering programs, courses and
student services.
Identification and Traceability (7.5.3) ∆

Tracking is achieved via a number of different procedures (A04, A08,
A18, B03, B04, B08, B09, B10, & B12), which record:
• student applications, registrations and transfers;
• the status of program/course delivery;
• individual student progress;
• attendance, where this is a requirement;
• exits from courses;
• graduations and the issuing of diplomas/certificates.
Customer Property (7.5.4) ∆

The suitability of facilities or materials (may include intellectual
property) provided by customers for incorporation into courses,
programs or events is established before any contract is finalized.
Such facilities and materials are verified before use, and any damage
or loss is reported to the customer. (A12)
Preservation of Product (7.5.5)

The conformity of educational programs and the graduation credentials
provided by the College is controlled through the Board Policies, Board
Regulations, Administrative Regulations and Quality Procedures listed:
• Board Policy 70-02 (Programs and Courses)
• Board Policy 70-03 (College Credentials)

• Board Regulation 70-02-1 (Applied Degree/Diploma/Certificate
Programs)
• Board Regulation 70-03-1 (Credentials for Applied Degree,
Diploma & Certificate Programs)
• Administrative Regulation 70-02-4 (Articulation Agreements)
• Administrative Regulation 70-02-1 (Development & Approval of
Applied Degree, Diploma & Certificate Programs)
• Administrative Regulation 70-03-1 (Graduation Credentials)
• Administrative Regulation 70-03-2 (Continuing Education
Certificates
• Quality Procedure A01 (Program & Curriculum Development)
• Quality Procedure A15 (Development, Approval & Delivery of
Continuing Education Courses)
• Quality Procedure A03 (Contract/Customize Training)
The recognized official source for all occupational analysis documents,
course outlines, program skill lists/charts, profiles, lists of required
courses, and pass marks is the Curriculum Services Department. The
Curriculum Assistant with this department ensures that any revision to
these documents is recorded and that program staff and the Office of
the Registrar are kept current.
Appropriate members of Management are responsible for designating
individuals to be responsible for development and delivery of
continuing education courses, including contract/customized training.
These individuals, sometimes in consultation with others in the
College, ensure the conformity of these courses to stated standards
and/or requirements.
The Office of the Registrar is responsible for ensuring that all applied
degree/diploma/certificate program graduation credentials and
continuing education certificates meet the official minimum
requirements for the program/course and that the credentials
presented meet the official College regulations for graduation
credentials.
Control of Monitoring and Measuring Devices (7.6) ∆

Permissible exclusion: any monitoring or measuring devices used
are used for the purposes of training. Students are often required to
calibrate and adjust these devices as part of their training. The
absence of accurately calibrated equipment and devices would not

constitute a failure in the process of designing and delivering
education/training to students.
Measurement, Analysis and Improvement
General (8.1) ∆
The College uses a range of performance indicators to evaluate the
quality and success of each program offered by the College. These
indicators are compiled yearly by the Research Analyst from a
combination of internally generated statistical data and graduate
employment and satisfaction surveys (D01) and a report is prepared
and circulated to the Management Executive Committee and the
Quality Coordinator. The indicators are used to identify performance
trends, and provide a basis for strategic decision-making and
improvement. (D11) The indicators are also used to establish Quality
Objectives and provide a basis for measurement of the achievement of
objectives.
In addition to feedback provided by students and graduates of the
College, Industry Advisory Committees and Community Advisory
Committees, also provide the College with a valuable source of
information regarding programs and courses, the curriculum and the
success of graduates. (A06) Minutes of Advisory Committee meetings
are recorded and circulated to program staff, various members of
College management and the Quality Coordinator.
Internal reviews of programs and curriculum by the Curriculum
Services Department and internal quality audits (D10) are used to
ensure conformity within the Quality Management System.
Monitoring and Measurement (8.2) ∆
Customer/Client Satisfaction (8.2.1)

Client satisfaction is measured through various means identified under
section 8.2.3. Processes are in place to ensure information obtained
regarding client satisfaction is analyzed and considered in the College's
planning processes.
Internal Quality Audits (8.2.2)

The operation of the College's Quality Management System is
internally audited in order to determine its adequacy and
effectiveness, and to verify staff compliance with procedures. (D10)

Auditing and follow-up activities are carried out systematically in
accordance with audit plans and a documented procedure. Audits are
performed by trained personnel who are independent of the activities
being audited. Audit results are recorded and submitted to the Quality
Coordinator who communicates the results to those responsible for the
areas and activities audited.
Auditees are required to take timely post-audit corrective action.
Follow-up audit activities are arranged to verify and record the
implementation and effectiveness of corrective action.
The results of quality audits are reviewed by the Quality Coordinator
and are an agenda item at management review meetings.
Monitoring and Measurement Processes (8.2.3) ∆

A number of procedures include steps for determining the satisfaction
of students registered in both applied degree/diploma/certificate
programs and continuing education courses. Students are provided
with information regarding the program/course expectations and
outcomes either through marketing information or program and course
information provided by learning managers and instructors. All
students are given an opportunity either during the program or prior to
completion of a course to provide feedback through the completion of
a program or course evaluation form. (D01)
Students, as well as any individual from the community, can at any
time lodge a formal complaint regarding the College or any of the
services provided by the College. (D02)
Students who are dissatisfied with a rating, grade or other decision
that affects their academic standing may also use one of the appeal
processes defined in the procedures (A10).
Students may at any time express any concerns or dissatisfaction to
programs staff, student services staff, admissions staff or any
administrative staff member. Staff are encouraged to try and solve
any student concerns themselves or direct the student to another
member of staff who may be more appropriate for a particular
concern. Concerns that cannot be resolved by staff are directed to the
appropriate member of College Management. (D02)
Student feedback from surveys and questionnaires are reviewed by
the College's Research Analyst and College Management. (D01) The
Research Analyst makes reports to MEC with regard to any adverse
trends. Any adverse trends with regards to customer satisfaction are
noted and addressed by the appropriate member of management.

The College's Website also provides a forum for providing feedback
regarding the website, the College or any other aspect of the College's
operations. Some departments within the College also conduct their
own internal reviews and satisfaction surveys to gage both student
and staff satisfaction levels.
Monitoring and Measurement of Product (8.2.4)

The College's product (design and delivery of education and training to
students including support services) is delivered through the processes
identified under section 7.1 of this document. Monitoring of these
processes is included in the procedures identified and through the
Management Review process (D05).
Control of Nonconforming Product (8.3) ∆

When possible, any nonconformity with regard to the provision of
service to the College's clients, is dealt with by the staff or
management member(s) who are directly involved. Staff are required
to identify, document, and take timely action to address problems that
fall within the scope of the Quality Management System. Problems that
cannot be handled at a particular level are referred upwards.
Documented procedures address problems associated with:
• program and course organization and delivery (A04, A15, A16,
A18);
• student progress and discipline (A07, A09, A10, A18);
• general administration and services (D02);
• harassment and discrimination (D03);
• purchasing (C01).
Problems may be resolved by:
• suspending, terminating, modifying or repeating certain activities
or processes;
• replacing, substituting or withdrawing staff, facilities, materials
or accommodation;
• amending documentation or data.
Clients or members of the general public who are experiencing
difficulties in resolving a specific nonconformity can bring it to the
attention of the Quality Coordinator, a member of senior management
or the President. Any member of staff can initiate a Corrective Action
Request, CAR (QF001), to address any nonconformance they become
aware of.

Any outstanding Corrective Action Requests that have not been
addressed within a reasonable time frame are forwarded to the next
level of management and eventually to the President if they remain
unresolved.
When situations occur that prevent compliance with normal procedural
requirements, or that result in a deviation in the way a service is
ultimately delivered, the responsible member of staff or management
can make a request to the Quality Coordinator that a concession be
granted to permit the suspension of normal procedural requirements
for that specific occurrence. The Quality Coordinator or designate
monitors the concession until it is closed. Records are kept by the
Quality Coordinator of all concessions requested, whether they are
granted or not. (D07)
Analysis of Data (8.4) ∆

Procedures D01 (Program/Course Monitoring, Evaluation & Review)
and D11 (Performance Indicators) provide a process for analysing data
gathered through the student feedback and evaluation processes
described. The results of the analyses are reported to MEC during
Management Review meetings. Information gathered is also used by
the Executive Director of Foundation & Corporate Communications in
planning future recruitment strategies
Improvement (8.5) ∆
Continual Improvement (8.5.1)

Continual improvement of the Quality Management System is inherent
in many of the system procedures and processes. Through internal
audits, investigations into complaints, users requesting concessions,
management review, monitoring of processes, reviews of feedback,
corrective and prevention action requests and resulting investigations,
improvement initiative proposals, input from Advisory Committees and
accrediting bodies, and ongoing diligence on the part of College
employees, the QMS is under constant surveillance for ways to
improve the delivery of service to the College's clients.
The setting of Quality Objectives tied to the improvement of various
factors that are monitored and measured within the QMS provides
another vehicle for continual improvement.
Actual and potential student, program, service and related problems,
are investigated in accordance with documented procedures (D01,
D02, D03 & D08) to identify the action required to prevent their
occurrence or recurrence. Student feedback and performance

indicators contribute to the identification of opportunities for
improvement and/or remedial action.
Corrective and preventive measures are recorded, and necessary
controls are exercised to ensure their effectiveness.
College staff may also initiate an improvement initiative (D08) by
completing and submitting a QF200 (Improvement Initiative Proposal).
An improvement initiative is an opportunity to improve some aspect of
the College.
Formal student and customer complaints are recorded (D02), and
investigated by an individual assigned by the President. Complainants
are promptly informed of the outcome, including any corrective action
taken or proposed.
Records of complaints received by the College, and the results of
internal and external quality audits, are reviewed periodically by the
Quality Coordinator in order to identify adverse trends. (D05)
Where investigations highlight the need for changes in working
practices or documentation, the Quality Coordinator arranges for
procedures and other documentation to be revised accordingly.
Corrective Action (8.5.2) ∆

There are, within the Quality Management System, several
procedures, listed below, that deal with resolving specific situations or
problems that may occur through the delivery of services to clients of
the College.
Procedure A02 - Student Accidents & Injuries
Procedure A07 - Academic Progress
Procedure A09 - Student Misconduct
Procedure A10 - Student Appeals
Procedure D02 - Complaints Procedure
Procedure D03 - Harassment & Discrimination Complaints
Procedure F01 - Reporting of Incidents & Staff Workplace Accidents
However, when problems that cannot be dealt with by these

procedures or other incidents of nonconformance with Quality System
requirements occur, Quality Procedure D08, Continual Improvement,
provides a process whereby the nonconformance is documented and
action is taken. Under this procedure any factors that are causing, or
have the potential to cause, problems within the Quality System are

investigated, and appropriate corrective action is taken. All Corrective
Action Requests are forwarded to the Quality Coordinator who
generally assigns them to a College employee for action.
Preventive Action (8.5.3) ∆

Whenever a nonconformance, problem or other adverse factor is
investigated, preventive, as well as corrective action is sought to help
prevent future occurrences of the situation. In some situations the
only action that can be taken is preventive. This process is also
controlled under Procedure D08. Preventive actions can also be
initiated under any one of the other procedures listed in section 8.5.2
above.
Users of the Quality Management System are also encouraged to pass
on any comments or suggestions they may have concerning the QMS
or any other aspect of College operations that may potentially affect
the service provided to the clients of the College to the Quality
Coordinator. Suggestions for improvement to any aspect of the College
may also be submitted using a QF200 (Improvement Initiative
Proposal) (D08).
Internal audit reports (QF002) also include a section where auditors
can provide recommendations or make observations for the benefit of
those being audited. (D10)

Summary Reference Comparison of Quality
Management System and ISO 9001:2000 Standard ∆
ISO 9001 Reference Applicable Quality Procedure, Other College
Document or Process
4 Quality management system
4.1 General requirements Quality Manual
4.2 Documentation requirements
4.2.1 General Quality Manual & Procedures Manual
4.2.2 Quality manual Quality Manual
4.2.3 Control of documents Procedures A14, A17, D04
4.2.4 Control of records Procedures D04, D09
5 Management responsibility
5.1 Management commitment Procedures D05, D06 and the Quality Manual
5.2 Customer focus Procedures A03, A06, A10, A16, B01, B02, B03,
B09, B12, B13, C03, C06, C10, C11, D01, D02,
D03, D05, D11, D12
5.3 Quality policy Board Policy 60-04, Quality Manual
5.4 Planning
5.4.1 Quality objectives Planning Processes and Procedure D05
5.4.2 Quality management system Quality Manual and Procedures A01, A06, D01,
planning D02, D05, D06, D08, D11, E03, E04, E06 & E14
5.5 Responsibility, authority and

communication
5.5.1 Responsibility and authority Procedure D06
5.5.2 Management representative Procedure D06
5.5.3 Internal communication Administrative Regulations & Procedures,

College intranet & email system

Document or Process
5.6 Management review
5.6.1 General Procedure D05
5.6.2 Review input Procedures D01, D02, D03, D05, D08, D10, D11
5.6.3 Review output Procedure D05
6 Resource management
6.1 Provision of resources Strategic Planning, Operational Planning and

Budgeting Processes
6.2 Human resources
6.2.1 General Procedures E01, E02, E03, E04, E05, E06, E07,
E08, E10, E11, E14
6.2.2 Competence, awareness and training Procedures E03, E04,
6.3 Infrastructure Strategic Planning, Operational Planning,

Budgeting, Technology Greening Processes,
College Website and Procedures C04, C09
6.4 Work environment Workplace Wellness and Occupational Health &

Safety Committees, Board Policies (30-04 & 40-
03), Administrative Regulations (30-04-1) and
Employee Assistance Program
7 Product realization
7.1 Planning of product realization Procedures A01, A03, A11, A15 , A16, A18, B01,
B02, B03, B04, B06, B09, B10, B12, B13, C01,
C03, C06, C07, C08, C09, C10, C11, C12
7.2 Customer-related processes
7.2.1 Determination of requirements related to Procedures A01, A03, A15, A16

the product
7.2.2 Review of requirements related to the Procedures A01, A03, A04, A05, A15, A16
product
7.2.3 Customer communication Procedures A04, A06, A10, A16, A18, B01, B02,
B03, B04, B08, B09, B12, B13, C10, C11, D02
7.3 Design and development
7.3.1 Design and development planning Procedures A01, A03, A15, A16, Board
Regulation 70-02-1 and Administrative
Regulations 70-02-1 and 70-02-3

Document or Process
7.3.2 Design and development inputs Procedure A01
7.3.3 Design and development outputs Procedures A01 and Administrative Regulations
70-02-3
7.3.4 Design and development review Procedures A01, A06
7.3.5 Design and development verification Procedures A01, Board Regulation 70-02-1 and
Administrative Regulations 70-02-1 and 70-02-3
7.3.6 Design and development validation Procedures A01, Board Regulation 70-02-1 and
Administrative Regulations 70-02-1 and 70-02-3
7.3.7 Control of design and development Procedures A01, Board Regulation 70-02-1 and
changes Administrative Regulations 70-02-1 and 70-02-3
7.4 Purchasing
7.4.1 Purchasing process Procedure C01
7.4.2 Purchasing information Procedure C01
7.4.3 Verification of purchased product Procedure C01, E07,
7.5 Production and service provision
7.5.1 Control of production and service Procedures A03, A04, A05, A06, A07, A08, A09,
provision A11, A15, A16, A18, B03, B04, B06, B07, BO8,
B09, B10, B12, B13, C02, C03, C04, C06, C10,
C11
7.5.2 Validation of processes for production Procedures A01, A03, A04, A11, A15, A16, A18,
and service provision B01, B02, B03, B04, B06, B09, B10, B12, B13,
C01, C03, C06, C08, C09, C10, C11
7.5.3 Identification and traceability Procedures A04, A08, A18, B03, B04, B08, B09,
B10, B12, B13
7.5.4 Customer property Procedure A12
7.5.5 Preservation of product Procedures A01, A03, A15. Board Policies 70-
02 & 70-03. Board Regulations 70-02-1 & 70-
03-1. Administrative Regulations 70-02-1, 70-
02-3, 70-03-1 & 70-03-2.
7.6 Control of monitoring and measuring Permissible Exclusion

devices
8 Measurement, analysis and
improvement

Document or Process
8.1 General Procedures A06, D01, D10, D11
8.2 Monitoring and measurement
8.2.1 Customer satisfaction Procedures A10, D01, D02, Web Site Feedback
Form, Library Services Satisfaction Survey
8.2.2 Internal audit Procedure D10
8.2.3 Monitoring and measurement of Procedures A10, D01, D02, Web Site Feedback
processes Form, Library Services Satisfaction Survey
8.2.4 Monitoring and measurement of product Procedure D05. Also see section 7.1
8.3 Control of nonconforming product Procedures A04, A07, A09, A10, A15, A16, A18,
C01, D02, D03, D07
8.4 Analysis of data Procedures D01, D11
8.5 Improvement
8.5.1 Continual improvement Procedures D01, D02, D03, D05, D08
8.5.2 Corrective action Procedures A02, A07, A09, A10, D02, D03, D08,
F01
8.5.3 Preventive action Procedures A02, A07, A09, A10, D02, D03, D08,
D10, F01


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PROFILE OF HOLLAND COLLEGE .................................................................................................

HOLLAND COLLEGE STATEMENT OF MISSION .................................................................... 5

HOLLAND COLLEGE QUALITY POLICY...................................................................................... 5

QUALITY MANAGEMENT SYSTEM................................................................................................ 6

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Holland College Quality Policy ∆

Holland College will meet its statement of mission by:

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General Requirements (4.1)

Documentation Requirements ∆ (4.2)

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Control of Documents (4.2.3) ∆

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Control of Quality Records (4.2.4) ∆

Management Commitment (5.1)

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Customer Focus (5.2) ∆

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Quality Policy (5.3) ∆

a) be appropriate to the purpose of the College;

The Holland College Quality Policy, Board Policy 60-04, states:

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Quality Objectives (5.4.1)

The following Quality Objectives have been established, reviewed and

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Responsibility, Authority and Communication (5.5) ∆

Responsibility and Authority (5.5.1)

Management Representative (5.5.2) ∆

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Internal Communications (5.5.3)

A directory of all staff with phone numbers and email addresses is

Management Review (5.6) ∆

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Review Output (5.6.3)

Resource Management (6) ∆

Provision of Resources (6.1)

Human Resources (6.2)

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Competence, Awareness and Training (6.2.2) ∆

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Work Environment (6.4) ∆

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Product Realization (7) ∆

Planning of Product Realization (7.1)

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Determination of Requirements Related to the Product (7.2.1)

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Customer Communication (7.2.4) ∆

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Design and Development (7.3) ∆

Design and Development Planning (7.3.1)

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Design and Development Inputs (7.3.2) ∆

Design and Development Output (7.3.3)

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