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ExPerO. A Model to Evaluate the Quality of the Learning Outcome In Higher Technical Education Courses Based on Stakeholders' Expectations and Perceptions

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ExPerO. A Model to Evaluate the Quality of the Learning Outcome In Higher Technical Education Courses Based on Stakeholders' Expectations and Perceptions
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     impaginazioneGabriella ClabotISBN 978-88-8303-217-2  © Copyright 2007 EUTProprietà letteraria riservata.I diritti di traduzione, memorizzazioneelettronica, di riproduzionee di adattamento totale e parzialedi questa pubblicazione, con qualsiasimezzo (compresi i microflm, le otocopiee altro) sono riservati per tutti i paesiEUT Edizioni Università di Triestep.zzale Europa, 1 – 34127 Triestehttp://eut.units.it ExPerO project has been ound by Leonardoda Vinci Funds – code I/05/B/F/PP-154171The ocial website is www.expero.orgThis project has been unded with supportrom the European Commission.This publication refects the views only o theauthor, and the Commission cannot be heldresponsible or any use which may be madeo the inormation contained therein.  ExPerO A model to evaluatethe quality o the learningoutcome in Higher TechnicalEducation courses basedon stakeholders’ expectationsand perceptionsedited bySara Cervai EUT   EDIZIONI UNIVERSITÀ DI TRIESTE  4 Authors (in alphabetical order)  Alicia Berlanga Garde Càtedra Unesco de Direcciò Universitària, Universitat Politècnica de CatalunyaConsultant or Govaq (Spain), expert in quality certication Massimo Borelli PsiQu Group, Department o Political Sciences, University o TriesteLecturer in Statistics, expert in modelling and longitudinal analysis Sara Cervai PsiQu Group, Department o Political Sciences, University o TriesteResearcher and Lecturer in Work and Organization Psychology and Social Psychology Luca Cian PsiQu Group, Department o Political Sciences, University o TriesteLecturer in Social Psychology, expert in Communication Sciences Barbara Anna Fabbro PsiQu Group, Department o Political Sciences, University o TriesteResearcher in Work Psychology and expert in Educational Processes Zdravko Pecˇar Faculty o Business Administration, University o Ljubljana, SloveniaLecturer in New Public Management Lisa Zanin PsiQu Group, Department o Political Sciences, University o Triesteexpert in Adult Education  5 Summary 9 1. ExPerO Theoretical Model   By Sara Cervai, Barbara AnnaFabbro, Luca Cian  9 Introduction 10 1.1 Learning Outcome vs TrainingProcess  13 1.2 The Stakeholders  17 1.3 Quality o Service  17 1.3.1 Expectation and Perception19 1.3.2 Quality o Image20 1.3.3 Quality o Service vs CustomerSatisaction24 1.4 The 2 areas o the model: should  and is 26 1.5 Macro indicators o LearningOutcome 31 1.6 Stakeholders and micro-indicators  36 2. Tools   By Sara Cervai, Barbara AnnaFabbro, Luca Cian  36 2.1 Evaluator tools  Guidelines or the school toevaluate the indicators and listo tools44 2.2 Annex A Focus group – observation grid orOrganizational Processes46 2.3 Annex B Semi-structured interview to studentsand to students with special needsabout Organizational Processes48 2.4 Annex C Semi-structured interview to the potential trainees about theexpectations o the learning outcome51 2.5 Annex D Semi-structured interview toassociations o students withspecial needs about expectationso the learning outcome53 2.6 Annex E Research o standards andindicators to be used to monitor ECexpectations55 2.7 Annex F Semi-structured interview tocompanies about expectations o the learning outcome57 2.8 Annex G Semi-structured interview tocustomers about expectations o thelearning outcome58 2.9 Annex H Indications or documental analyseso Ministries (Education, Economy,Labour) about expectations o thelearning outcome60 2.10 Annex I Semi-structured interview toChamber o Commerce, VocationalAssociations about expectations o the learning outcome62 2.11 Annex L Semi-structured interview toUniversity about expectations o thelearning outcome63 2.12 Annex PD Semi-structured interview toamilies or association o specialneeds people about perceptions o the learning outcome
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