Der folgende Beitrag beschreibt die Situation der Fremdsprachenausbildung und -zertifizierung an den Instituts Universitaires de Technologie (IUT) in Frankreich. Die auf die Berufswirklichkeit ausgerichteten Ausbildungsziele und Kursinhalte unterscheiden sich von der externen Prüfung zur Zertifizierung. Die Prüfungsaufgaben einer Zertifizierungs-organisation für das Englische konzentrieren sich auf rezeptive Kenntnisse und Fertigkeiten, bieten aber den in den Fremdsprachenkursen ausgebildeten produktiven Fertigkeiten wenig Raum. Deshalb wird den IUT empfohlen, ein eigenes Zertifikat für die Sprachausbildung einzuführen, ein CLIUT (Certificat en langues pour les IUT). Das Zertifikat soll eine Fremdsprachenkompetenz bescheinigen, die auf die berufliche Verwendung der Fremdsprache ausgerichtet ist. Es wird jedoch vom Arbeitsmarkt nur dann anerkannt, wenn es mit einem transparenten Qualitätssicherungssystem verbunden wird und wenn es gelingt, die Niveaustufen nachprüfbar am Europäischen Referenzrahmen für Sprachen auszurichten. / La contribution ci-dessous essaie d’expliciter quelques pistes de réflexion présentées lors de la conférence plénière sur les certifications en langue du 34e congrès de l’APLIUT à Strasbourg. Il s’agira donc de s’attarder sur les considérations du Conseil d’administration de l’APLIUT (CA d’APLIUT : 2007). La 1ère partie présentera de manière succincte des exemples de mise en situation professionnelle des étudiants dans les cours de langues étrangères en IUT. L’application de cette méthode demande de développer des compétences plus complexes que celles développées dans un cours se limitant à des sujets du vécu quotidien. Il conviendra ensuite de se demander dans quelle mesure les effets souhaités de cette approche font l’objet des épreuves de certification recommandées par les Programmes Pédagogiques Nationaux (PPN) des DUT. En raison de l’incohérence entre les cours et les épreuves de certification, la question de la certification a l’air d’être sans issue. Du fait qu’à ce jour la recherche d’une certification validant l’enseignement dans les IUT n’a toujours pas abouti au résultat escompté, il faudrait peut-être envisager de créer une attestation propre destinée aux IUT. L’atteinte de cet objectif passe par l’aboutissement d’importants travaux préliminaires et également par la valorisation d’une certification grâce à un système d’assurance qualité, voir la 3e partie.

My essay begins with two stories showing two different perspectives when looking at learning in preschool. These two different learning styles I have chosen to call, the measurable and the difficult to measure learning. As a pedagogue I am involved in both events. In these events I describe how different we pedagogues interpret our governing documents on children's learning. By describing how the educational activities are designed differently in the two events, I try to highlight the pedagogues views on learning in preschool. Although we have the same governing document, we differ in our work with children. In my study, I look at how educators Piaget and Vygotskij regard the child and its development from a socio-cultural and a cognitive perspective. I want to see if there is any connection between their views on child development and what is happening in my two events. In the essay, I also try to find out how we work with children in preschool when it comes to both the measurable and the difficult to measure learning and why we do it so differently. Our society has recently become more focused on measurable results in order for us to assure the quality of the work we do. In preschool we also have a duty to assure the quality of our educational activities. I examine whether that is the reason we have different views on learning. The measurable learning makes it easier for pedagogues to see what children have learned while the difficult to measure, makes it more complicated to measure results.

This thesis investigates higher education regionalization by studying the case of the Asia Pacific Quality Assurance Network (APQN). In this thesis, higher education regionalization is conceptualized in three ideal-types: 1) as a sub-set of higher education globalization, 2) as a regional form of higher education internationalization, and 3) as an alternative to higher education globalization. Theories of international relations and globalization are used to develop a conceptual framework of the norms, values, ideologies, and concepts of regional identity that underpin these constructs. The main research question asks what can be learned about higher education regionalization through a study of the APQN? A sequential mixed method approach is used to gather data from textual analysis, key informant interviews, participant observation, and an online survey to investigate how the APQN bridges national, regional, and international levels of quality assurance in higher education. A methodological triangulation design is implemented to pinpoint the ideal-type of higher education regionalization that most represents the APQN. An embedded case study of Việt Nam’s QA capacity building activities demonstrates the APQN’s role in one country. The findings suggest that the ideal-type of higher education regionalization as a sub-set of globalization best represents the APQN. The nature of the APQN as a network for QA professionals highlights the transformative role that globalization is playing within the nation state. Instead of globalization being a homogenizing force on higher education systems, this study shows that higher education regionalization as a sub-set of globalization is changing the role of the nation state into a regulator for the global market. Higher education regionalization as a sub-set of globalization does not remove the control of the nation state, but rather reinforces the state’s role as a monitor of higher education for market competition. The study concludes by suggesting opportunities for QA policymakers and practitioners to shape higher education regionalization.

This thesis investigates higher education regionalization by studying the case of the Asia Pacific Quality Assurance Network (APQN). In this thesis, higher education regionalization is conceptualized in three ideal-types: 1) as a sub-set of higher education globalization, 2) as a regional form of higher education internationalization, and 3) as an alternative to higher education globalization. Theories of international relations and globalization are used to develop a conceptual framework of the norms, values, ideologies, and concepts of regional identity that underpin these constructs. The main research question asks what can be learned about higher education regionalization through a study of the APQN? A sequential mixed method approach is used to gather data from textual analysis, key informant interviews, participant observation, and an online survey to investigate how the APQN bridges national, regional, and international levels of quality assurance in higher education. A methodological triangulation design is implemented to pinpoint the ideal-type of higher education regionalization that most represents the APQN. An embedded case study of Việt Nam’s QA capacity building activities demonstrates the APQN’s role in one country. The findings suggest that the ideal-type of higher education regionalization as a sub-set of globalization best represents the APQN. The nature of the APQN as a network for QA professionals highlights the transformative role that globalization is playing within the nation state. Instead of globalization being a homogenizing force on higher education systems, this study shows that higher education regionalization as a sub-set of globalization is changing the role of the nation state into a regulator for the global market. Higher education regionalization as a sub-set of globalization does not remove the control of the nation state, but rather reinforces the state’s role as a monitor of higher education for market competition. The study concludes by suggesting opportunities for QA policymakers and practitioners to shape higher education regionalization.

In this work, a practical approach to assessing bias and uncertainty using patient samples in a clinical laboratory is presented. The scheme is essentially a splitsample setup where one instrument is appointed to being the “master” instrument which other instruments are compared to. The software presented automatically collects test results from a Laboratory Information System in production and couples together the results of pairwise measurements. Partitioning of measurement results by user-defined criteria and how this can facilitate isolation of variation sources are also discussed. The logic and essential data model are described and the surrounding workflows outlined. The described software and workflow are currently in considerable practical use in several Swedish large-scale distributed laboratory organizations. With the appropriate IT-support, split-sample testing can be a powerful complement to external quality assurance.

Syfte: Att undersöka patienters upplevelser av ett besök på en studentmottagning för gynekologi och preventivmedelsrådgivning. Metod: Deskriptiv tvärsnittsstudie i form av en enkätundersökning med frågor rörande bemötande, tillgänglighet och förslag till förbättring. Enkäten hade både öppna och slutna svarsalternativ och delades ut av barmorskan eller gynekologen efter avslutat besök under en period av två veckor, 150 enkäter delades ut. Huvudresultat: 138 personer deltog i denna studie varav 95% var kvinnor, svarsfrekvensen var 92%. Den vanligaste orsaken till att Studentgyn besöktes var preventivmedelsrådgivning. Patienterna var överlag nöjda med det bemötande som givits av personalen på Studentgyn. Vidare upplevde samtliga ett förtroende för vårdgivaren och ansåg att denne var väl förberedd inför besöket. En majoritet av besökarna erbjöds en besökstid inom en vecka, de förbättringsförslag som lämnades handlade dock till stor del om möjligheten att komma i kontakt med Studentgyn för att boka en tid. Patienterna önskade längre telefontider samt tidsbokning via internet. Avslutningsvis uppgav samtliga att de kunde rekommendera Studentgyn till vänner och bekanta. Slutsats: Denna undersökning har kommit fram till att patienterna överlag varit väldigt nöjda med Studentgyn. Dock framkom ett missnöje avseende möjligheten att komma i kontakt med Studentgyn för tidsbokning och många av deltagarna lämnade förbättringsförslag rörande detta.

Outsourcing och specifikt callcenter outsourcing diskuteras bland företag. Tyngden i diskussionen ligger på kvalitén, som är en aktuell aspekt av fenomenet callcenter outsourcing. Frågan berör flera parter; de företag som outsourcar, callcenter och konsumenter. Callcenters är organisationer som är specialiserade inom kundkontakt och har i uppgift att kommunicera med företags konsumenter, genom att svara på frågor eller bidra med övrig information och hjälp som konsumenten är i behov av. Teorier som ligger till grund för vår uppsats, rör callcenter outsourcing, kvalitet och kvalitetssystem. Vidare har vi diskuterat var forskningen står idag och utifrån det identifierat vårt valda forskningsområde, där vi ämnar besvara frågan gällande vilka olika kvalitetskrav som kunden ställer och hur dessa säkerställs hos den outsourcade callcenterfunktionen, det vill säga leverantören av tjänsten. Kvalitetsaspekten är av stor vikt, därför att dålig service direkt reflekteras på det företag som outsourcar tjänsten, trots att det inte själva utför den. Bristande kvalitet kostar stora summor för verksamheter, närmare bestämt 10 – 30 procent av dess omsättning och därav är det av vikt att företag som outsourcar tjänster och leverantörer som levererar tjänsterna, är införstådda i vikten av kvalitetsaspekten. Det slutsatser vi dragit i uppsatsen, är att kunderna ställer olika krav på leverantörerna beroende på den typ av tjänst som ska levereras. Kraven kan handla om bemötande, sekretess, tillgänglighet och att hålla en specifik standard. Dessutom har vi i uppsatsen kommit fram till att leverantörerna använder sig av olika kvalitetssystem för att säkra kvalitén på tjänsterna som outsourcas, allt från kvalitetssystemet ISO9000 och COPC till egenutformade kvalitetssystem och avtal. / Outsourcing, especially call centre outsourcing, is discussed in many companies. One topic in the discussion is the quality of the service provided. The quality is important for all involved parties, companies who outsource their call centre, the call centre and especially for the consumers. Call centres are companies specialized in customer contact, undertaking the communication between the consumer and the company, through answering questions, providing information or support. The theories that initiates this essay is based on call centre outsourcing, quality and quality systems. Through a discussion of previous research, we specify our main area of the study. We intend to answer the question of how the quality requirements set by the company is guaranteed by the call centre. Quality is an important topic since the company outsourcing is directly affected by bad service quality. Poor quality is a high cost driver for companies, and research has shown that deficient quality can reduce the company’s turnover by 10-30 percent. The conclusion in this essay is that companies set different demands on the call centre, depending on what type of service they agree on. The demands could be about behaviour, secrecy, availability or maintaining a specific level of standard and quality. To secure the level of quality, call centres use different quality systems, such as ISO9000, COPC, systems developed by the call centre it self or service level agreements.

Syfte: Syftet med studien var att undersöka bröstcancerpatienters tillfredsställelse med vården under utredning av sin sjukdom samt att utforska vilka förbättringsbehov av vården patienterna uppgav. Metod: Samtliga patienter som rapporterades till Kvalitetsregistret för bröstcancer i Uppsala- Örebroregionen under 2007-2008 tillfrågades om deltagande i en enkätstudie. Undersökningsgruppen bestod av 165 kvinnor som i enkäten kommenterat den utredande vården. Enkätsvaren analyserades med kvalitativ innehållsanalys enligt Graneheim och Lundmans metod. Resultat: Bröstcancerpatienternas kommentarer gällde kategorierna organisation, kompetens, bemötande, information och generellt. Angående organisation uppgav patienterna behov av bättre samordning, högre personalkontinuitet, tillgång till en kontaktperson inom vården samt utökad psykosocial vård. Hög tillfredsställelse med vårdens kompetens rapporterades men även misstag samt upplevd bristande professionalitet hos vårdpersonalen. Vårdpersonalens bemötande uppgavs mestadels som tillfredsställande. Lägre tillfredsställelse rapporterades då vårdpersonalen förbisett patienten som individ. Tillfredsställelsen med information under utredning var hög då information getts personligen med tid för frågor och återkoppling. Då information varit svårtillgänglig, bristande eller ej anpassad efter patientens behov var tillfredsställelsen lägre. De generella kommentarerna indikerade hög tillfredsställelse. Slutsats: Bröstcancerpatienterna uppgav hög tillfredsställelse med kompetens och bemötande under utredningen. Lägre tillfredsställelse uppgavs med vårdens organisation och information. Förbättringsbehov som tydligast framgick var av ökad samordning av utredningens faser samt utökad psykosocial vård. / Purpose: The purpose was to examine breast cancer patients’ satisfaction with care during diagnostic process and to investigate their identified needs for improvement. Method: Patients reported to the Quality register for breast cancer in Uppsala- Örebro during 2007-2008 were asked to participate in a questionnaire study. The study population was 165 women who commented on the diagnostic process. Answers were analyzed using qualitative content analysis by Graneheim and Lundman. Result: Patients commented diagnostic services regarding organization, competence, interpersonal skills, information and general. Concerning organization they reported needs for better coordination, better personnel continuity, a contact person and more psychosocial care. High satisfaction with health care competence was reported but also mistakes and lack of professionalism. Personnel’s interpersonal skills appeared mostly satisfactory. Lower satisfaction was reported when personnel overlooked the patient as an individual. Satisfaction with information was high when information was given in person with time for questions and feedback, and lower when information was hard to access, lacking or not adjusted to the patients’ needs. General comments indicated high satisfaction. Conclusions: Patient satisfaction with competence and interpersonal skills was high while satisfaction with organization and information was lower. Diagnostic services can be improved by coordination and more psychosocial care.

Performance-based Maintenance Contracts (PBMCs) are increasingly being used for roadway maintenance as an alternative to method-based specifications. However, this technique is still relatively new and several issues have not been adequately addressed in the literature. The paper provides a systematic process for developing quality assurance measures to be used within these contracts. The process addresses key issues, including the development of performance standards and targets, a method for monitoring the roadside performance, and a methodology for developing pay adjustment factors. The developed performance standards presented in the paper are easily measured and assigned grades of pass, fail, or not applicable. The required sample size is a function of the project characteristics, including performance variability along the project, required confidence level, and allowable tolerance. Finally, the pay adjustment curves are a function of the initial project LOS, the target LOS, and the maintenance cost to achieve the target LOS.

The purpose of this study is twofold: firstly, it aims to explore the perceptions of quality and quality assurance of key stakeholders in intensive English programs in higher education and examine how these perceptions reflect in what is being done to achieve and assure quality in their programs. Secondly, the study intends to survey and describe the existing quality assurance processes and explore the impact of these processes on establishing a quality culture within the institution. Furthermore, the study aims to find out if and how these quality assurance processes contribute to the improvement of language education and to what extent they meet the expectations of managers, teachers and students. The research study employed qualitative and descriptive methods of data collection and analysis. Managers, teachers and students of intensive English language programs in higher education institutions were the target informant groups in the study. It is hoped that the conclusions drawn from the findings of the research will allow the design of a quality assurance framework which will serve as a guide to intensive English programs in Turkish higher education institutions to develop their own quality assurance processes. The suggested framework aims to provide guidelines for individual institutions to develop processes that are in congruent with the perceptions and expectations of the key stakeholders in their institutions and reflect the realities of their unique contexts.