IIENSTITU

Continuous Improvement Policy

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IIENSTITU Continuous Improvement Policy (CIP)

1) Purpose

The Continuous Improvement Policy is a cornerstone of IIENSTITU’s commitment to delivering top-quality online courses and education services. It sets out how we reduce errors, raise quality, and enhance the overall learner experience through systematic review, measurement, and iteration.

2) Scope

This policy applies to all online courses, micro-learning assets, assessments, the learning platform (LMS and supporting systems), instructor practices, and student support operations.

3) Guiding Principles

  • Learner-first: Decisions prioritize learner needs and outcomes.

  • Evidence-based: Feedback, analytics, and research drive improvements.

  • Accessibility & Inclusion: Courses and platforms aim to meet modern accessibility expectations.

  • Transparency & Accountability: Changes are documented, communicated, and owned.

  • Ethics & Compliance: Content, data, and operations respect intellectual property and data-protection obligations.

  • Innovation with Safety: New methods and technologies are piloted, measured, and rolled out responsibly.

4) Governance & Responsibilities

  • Quality Assurance (QA) Team: Oversees policy execution, runs audits, maintains checklists, reports results.

  • Program/Course Owners: Ensure accuracy, completeness, and relevance of content and assessments.

  • Instructors: Keep pedagogy current, provide practical examples, and engage in feedback loops.

  • Student Success/Support: Track help requests, identify trends, and escalate systemic issues.

  • Product/Engineering: Maintain platform stability, performance, security, and release management.

  • Leadership: Allocate resources, set priorities, and approve major changes.

5) Processes

5.1 Feedback Collection & Response

  • Channels: In-course prompts, CSAT/NPS, discussion forums, support tickets, post-course surveys, instructor reviews.

  • Classification: Content accuracy, technical issues, accessibility, UX/flow, assessment & grading.

  • Targets (SLAs):

    • Critical issues: provisional fix within 48 hours, permanent fix plan within 7 days.

    • High priority: action plan within 10 business days.

    • Medium/Low: scheduled into release plan within 30–90 days.

  • Root-Cause Analysis: Recurring issues trigger RCA and preventive actions.

5.2 Quality Assurance Reviews

  • Pre-release QA: Accuracy, citations/IP checks, assessment alignment, technical and accessibility tests.

  • Periodic QA: Each course undergoes a structured review at least every 6 months for accuracy and completeness; updates or new materials are added as needed.

  • User-friendliness: Interfaces and flows are validated to work for learners regardless of technical proficiency.

5.3 Metrics & Reporting

  • Key KPIs: Completion rate, satisfaction (CSAT/NPS), learning gains/assessment results, engagement signals, support resolution time, defect density.

  • Cadence: Monthly operational dashboards, quarterly strategic reviews, annual policy review.

5.4 Change & Release Management

  • Versioning: Course/content and platform releases are versioned; a public changelog is maintained.

  • Pilots & A/B Tests: Significant changes are piloted with a limited audience; impact is measured before broad release.

  • Communication: Learners and instructors are notified of material changes that affect experience or outcomes.

5.5 Innovation & Technology Adoption

  • Evaluation: New teaching methods, emerging technologies, and digital resources are evaluated for pedagogy, security, privacy, and cost/benefit.

  • Implementation: Approved innovations are phased in; post-deployment monitoring validates learner impact.

  • AI Use: Applied under human oversight with clarity about data use and academic integrity.

5.6 Accessibility, Security & Compliance

  • Accessibility: Courses aim for modern accessibility expectations (e.g., captions, keyboard navigation, alt text).

  • Security/Privacy: Data handling follows appropriate privacy expectations; only necessary data are collected and safeguarded.

  • Academic Integrity: Assessment design discourages misconduct and supports authentic demonstration of skills.

5.7 Instructor & Staff Development

  • Onboarding: New instructors receive orientation on course design, assessment, and platform use.

  • Continuing Development: Annual refreshers on pedagogy, technology, and assessment best practices.

6) Communication & Escalation

All quality-related questions, suggestions, or complaints are funneled through a centralized support channel (help desk/email). Acknowledgment is targeted within 3 business days, with status updates provided until resolution.

7) Review, Approval & Effective Date

Policy Review: At least annually by the QA Team with key stakeholders.

Policy Rationale (Context)

  • We conduct regular QA reviews for each course to ensure accuracy and comprehensiveness; discrepancies trigger updates or new material.

  • We maintain feedback loops with students and instructors to refine content and delivery.

  • We seek opportunities to enhance courses with new technologies and educational tools, exploring novel teaching methods and emerging tech that add value.

  • We tailor each course to learner needs while aligning with current industry standards.

  • By continuously evaluating processes and leveraging cutting-edge technologies, we strive to keep our courses best-in-class and deliver the best possible online learning experience.

Contact & Feedback

Thank you for choosing IIENSTITU. We welcome feedback and suggestions to further improve our online courses and services.
Contact: support@iienstitu.com

Continuous Improvement Policy | IIENSTITU