Process Reference Model for ETOs

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Process Reference Model for ETOs
annual planning
market needs analysis
continuous improvement
strategic develop-ment
marketing publications
research development
employment
public relations
programme planning
HR deployment
HR development
teaching/learning processes
quality manage-ment
recruitment teaching staff
customer data processing
knowledge management
customer satisfaction
satisfaction stakeholders
programme review
buildings, rooms, equipment, materials
project management
IT network
purchasing
complaint management
finance controlling
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Process Reference Model for ETOs
Leadership
market needsanalysis
publicrelations
strategicdevelopment
continuous improvement
marketing
Policy and Strategies
satisfaction other stakeholders
research and development
annual planning
customer satisfaction
controlling
People
human resources development
human resources deployment
recruitment of teaching staff
knowledge management
employment
Partners and Resources
co-operation companies/ providers/
institutions
buildings, rooms, equipment, materials
publications
IT network
purchasing
Key Processes
customer data processing
teaching/ learning process
programme planning
programme review
project management
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SAETO Process Reference Modell for ETOs
strategic development
annual planning
Leadership
quality management
communication
market needs
marketing
events
publications
Public Relations
teaching/learning processes
programme review
programme planning
Key processes
customer data administration
RD
project management
Human Resources
employment
HR development
Recruitment of teaching/instruction staff
co-operation/other providers
co-operation/institutions
Partners
co-operation/companies
Information/Communication
external knowledge management
internal knowledge management
building and rooms
Infrastructure
purchasing
IT network
Controlling
accountancy
planning
statistics
monitoring
Evaluation
customer satisfaction
CIP
satisfaction other stakeholders