First cycle
degree courses
Second cycle
degree courses
Single cycle
degree courses
School of Human and Social Sciences and Cultural Heritage
MANAGEMENT OF EDUCATIONAL SERVICES AND LIFE LONG EDUCATION
Course unit
SERVICE QUALITY ASSESSMENT AND EVALUATION (MOD. B)
SUP6074507, A.A. 2018/19

Information concerning the students who enrolled in A.Y. 2017/18

Information on the course unit
Degree course Second cycle degree in
MANAGEMENT OF EDUCATIONAL SERVICES AND LIFE LONG EDUCATION
SU2089, Degree course structure A.Y. 2015/16, A.Y. 2018/19
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Number of ECTS credits allocated 6.0
Type of assessment Mark
Course unit English denomination SERVICE QUALITY ASSESSMENT AND EVALUATION (MOD. B)
Department of reference Department of Philosophy, Sociology, Education and Applied Psychology
Mandatory attendance No
Language of instruction Italian
Branch ROVIGO

Lecturers
Teacher in charge CRISTINA ZAGGIA M-PED/04

Integrated course for this unit
Course unit code Course unit name Teacher in charge
SUP6074506 RESEARCH METHODOLOGY AND QUALITY OF EDUCATIONAL SERVICES (C.I.) CRISTINA ZAGGIA

ECTS: details
Type Scientific-Disciplinary Sector Credits allocated
Core courses M-PED/04 Experimental Pedagogy 6.0

Course unit organization
Period First semester
Year 2nd Year
Teaching method frontal

Type of hours Credits Teaching
hours
Hours of
Individual study
Shifts
Lecture 6.0 42 108.0 No turn

Calendar
Start of activities 01/10/2018
End of activities 18/01/2019
Show course schedule 2019/20 Reg.2015 course timetable

Examination board
Examination board not defined

Syllabus

Common characteristics of the Integrated Course unit

Prerequisites: Experimental pedagogy
Target skills and knowledge: At the end of the module the students will be able:
1.to know and apply research methods and tools
2.to define a research design (quantitative and/or qualitative)
3.to carry on a project research and make a report
4.to define, discuss and apply evaluation indicators and criteria of activities and products
5.to make peer assessment, judgements and feedback
6.to define and use appropriate vocabulary concerning research, evaluation and quality of services
7.to classify evaluation goals, types, tools and stakeholder
8.to introduce and compare the different models of quality evaluation (management, social and environmental)
9.to discuss the critical aspects of applying quality models to educational services
10. to recognize the accreditation criteria of healthy and social organisations
11.to identify indicators to evaluate the quality of activities, projects and services
12.to define a tool of evaluation
13.to define a project of evaluation of an educational service
Examination methods: The exam (which is 2/3 of the final grade) is composed by:
-an online multiple choice test concerning the bibliography (learning outcomes 1,6,7,8,9 and 10)
-a work group (a research report - learning outcomes 1,2 and 3 / and a tool of evaluation - learning outcome 12)

The grade of the compulsory online activity counts 1/3 of the final grade. The assessment of online activities will be based on quantitative and qualitative criteria (learning outcomes 4,5,11 and 13)
Assessment criteria: Assessment criteria of the multiple choice test:
-correctness and completeness of the answers

Assessment criteria of the research report:
-completeness of the description
-clarity of the explanation
-critical capacity
-appropriateness of the vocabulary

Assessment criteria of the project of evaluation of an educational service:
-completeness of the project
-sustainability of the project

Specific characteristics of the Module

Course unit contents: The main topics of this course are educational services evaluation and quality. These services are based on human relations and their quality can't depend just on customer satisfaction. Education is an universal right that should be promoted by academic and scientific communities. The models of evaluation, accreditation and certification of quality have some advantages and disadvantages that must be discussed and criticized.
The themes of the course are the following:
-services evaluation
-quality of services
-quality sustainability
-ISO 9000:2015
-accreditation
-EFQM
Planned learning activities and teaching methods: Teaching activities:
-lectures
-discussions
-work group
-documents and website research
-conferences of experts

Learning activities:
-individual study
-work group
-internet research
-thematic forum
-on line activities
Additional notes about suggested reading: All the documents that the students will find in Moodle must be studied.
Textbooks (and optional supplementary readings)
  • ZAGGIA CRISTINA, Una comunità educativa da soddisfare. Accreditamento, certificazione e valutazione della qualità.. Lecce: PensaMultimedia, 2007. Capitoli 1,3,4,6 e 7 Cerca nel catalogo
  • BEZZI CLAUDIO, Cos'è la valutazione. Un'introduzione ai concetti, le parole chiave e i problemi metodologici. Milano: FrancoAngeli, 2007. Capitoli 1,2,3 e 5 Cerca nel catalogo
  • FARNE' STEFANO, Qualità sostenibile. Strategie e strumenti per creare valore, competere responsabilmente e ottenere successo duraturo. Le norme ISO 260. Milano: FrancoAngeli, 2013. Capitoli 1,2,3,4,5

Innovative teaching methods: Teaching and learning strategies
  • Laboratory
  • Problem based learning
  • Working in group
  • Flipped classroom
  • Peer feedback
  • Peer assessment
  • Auto correcting quizzes or tests for periodic feedback or exams
  • Active quizzes for Concept Verification Tests and class discussions
  • Use of online videos
  • Loading of files and pages (web pages, Moodle, ...)
  • Students peer review

Innovative teaching methods: Software or applications used
  • Moodle (files, quizzes, workshops, ...)

Sustainable Development Goals (SDGs)
Quality Education Decent Work and Economic Growth Responsible Consumption and Production