Las necesidades de formación de los roles que participan en el sistema de gestión de la calidad de una institución de educación superior

Abstract

Objective. To identify training needs for the involved roles in the quality management system for a Higher Education Institute (HEI). Method. A qualitative case study based on the application of semi-structured surveys to thirteen people whit supporting roles at the institutional quality management system. Results. It was found that training in knowledge is needed, even more than skills training for the different roles, in topics such as: knowledge and understanding of the ISO 9001 standard in its latest version, better handling of the application that supports the quality management system, management and indicators analysis and risk management. Conclusions. A perception of the need to set a training model that contributes to improving performance in the exercise of the role involved in the quality management system processes was evidenced in the subjects. Perceptions of insecurity and permanent doubts regarding management and activities development were also identified, leading to reprocessing and spending more time. It was also possible to identify gaps in knowledge and skills required by the QMS, as well as those to develop through a training route.