Integrating student and staff feedback

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Integrating student and staff feedback using the
EFQM Excellence Model to support the development
and enhancement of teaching, learning and the
whole student experience Lee Harvey Mirror of
Truth 3 Sheffield Hallam University 3-4 June 2003
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Aims

• To focus on the Customer Results part of the EFQM
  model
• To explore the types and operation of student
  feedback
• To explore staff feedback
• Consider the potential for integration

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Types of feedback
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Types of feedback from students
Formal questionnaire module/teacher programme whol
e experience
Informal chats e-mails impromptu class sessions
Formal discussion lecturer led student led focus
group facilitated discussion
Representation system students union study
boards JCR
Complaints and appeals procedures
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Levels
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Module-level feedback
Student Student Student
Student Student Student Student
Teacher Teacher
Public realm
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Teacher assessment
Student Student Student
Student Student Student Student
Teacher Teacher
Line manager/staff developer
Public realm
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Typical teacher assessment questions

• Presents material in a well-organised way.
• Communicates clearly.
• Is responsive to the learning needs of students.
• Returns graded coursework on time.
• Makes assessment criteria clear.

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Programme-level feedback
Student Student Student
Student Student Student Student
Module
Module
Module
Module
Learning resources
Programme organisation
Public realm
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Student satisfaction survey
Student Student Student
Student Student Student Student
All aspects of the learning experience
Institution-wide
Annual
Satisfaction
Importance
Public realm ISBN/Web but rarely to programme
level
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Timing

• During the year/module
• End of year/module
• Graduate survey

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Operation
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Feedback cycle
Stakeholder- determined questions
Feedback to stakeholders
Questionnaire distribution
Implement- ation and monitoring
Analysis of results
Action plan
Report noting areas for action
Consultation process
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Consultation
Consultation process
Identify responsibility for action
Top-down and bottom-up
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Consultation process UCE
Annual satisfaction report
Student representatives
VC
Board of Governors
Senate
DD
Faculty Boards
Centre for Research into Quality
Heads
Programme Boards
Module feedback formal and informal
All staff
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Integrating feedback
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Triangulation
Triangulation
Local student feedback module level
Student satisfaction results
Management information financial, recruitment
External context
Staff feedback
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Example of local integration
Institution-wide satisfaction survey
Programme-level quantitative data and
qualitative comments
Staff feedback
Published report
Correspondence with PD
Programme annual report
Module-level Feedback Staff and students
Student and staff reps on programme board
Module-level Feedback Staff and students
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Types of feedback from staff
Formal questionnaire
Informal chats e-mails meetings
Formal consultation performance
reviews operational meetings major changes focus
group, facilitated discussion Unions
Representation system Academic Boards Staff
Governors study boards SCR?
Complaints and appeals procedures
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Staff feedback questionnaires

• Less used than student questionnaires
• IR issues
• Different questions to those for students

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DISCUSSION

• How to integrate student and staff feedback?
• to support the development and enhancement of
  teaching, learning and the whole student
  experience

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lee.harvey_at_shu.ac.uk http//www.shu.ac.uk/cre