ZIMBABWE OPEN UNIVERSITY Subject: Quality Policy Manual All Departments/ Units/Faculties Revision No.:3 c @ ZIMBABWE OPEN UNIVERSITY 7 QUALITY POLICY MANUAL Prepared and ‘Authorised and | Supersedes Effective Page: Signed by: Signed by: Document No. _| Date: i I IX fase’ ve, Revision 2 | 2022-03-22 Page I of 46ZIMBABWE OPEN UNIVERSITY _| All Departments/ Units/Faculties Subject: Quality Policy Manual Revision No. Table of Contents Contents Table of Contents 1.0 Introduction . Ll Purpose a 12 Documentation Structure. 2.0 Scope ... Normative Reference Terms and Definitions...... Context of the Zimbabwe Open University. Internal and External Context Vision. MISSION .......000ssseeeeeeee Core Philosophy...... Core Values .. : ZOU Campuses. National Centre .. Faculties Regional Campuses Regional Organisational Structure Bulawayo.... Harare/Chitungwi Manicaland.. Mashonaland Central Mashonaland East. Mashonaland West. Masvingo .. Matabeleland North Matabeleland South Midlands... ZOU Library Student Representative Council... Alumni Association o ‘Needs and expectations of interested parties Quality Management System ... Managements System Scope Management System Processes Zimbabwe Open University processes and their interaction. Leadership 5 Leadership Commitment. 5.1.1 General ... [| ‘Prepared and ‘Authorised and | Supersedes | Effective | Page: Sis ned by: Signed by: Document No. Date: Reece Be Revision 2 ] 2022-03-22 Page 2 of 46ZIMBABWE OPEN UNIVERSITY _| All Departments/ Units/Faculties ‘Subject: Quality Policy Manual Revision No. 5.1.2. Customer Focus 5.2 Quality Policy. 5.2.1 Establishing the quality policy 5.2.1.1 Quality Policy Statement. Organisational Roles, Responsibilities and Authorities, Management Committee Vice-Chancellor .. Pro-Vice-Chancellors. Librarian. Information Director, Quality Assurance Planning Actions to address risks and opportunities Quality objectives and planning to achieve them...... Planning of change Support. Resources General. People Infrastructure ...... Environment for the operation of processe Monitoring and Measuring Resources Organisational Knowledge Institutional Memory and Intellectual Property. Competence... Awareness. Communication Channels Documented Information and Data Control General Creating and Updating Documented Information. Control of documented information Operation Operational planning and control Requirements for products and services...... Customer communication.. Determining requirements for products and services... Review of the requirements for products and services.. Changes to requirements for products and services 8.3 Design and Development of Study Programmes. 83.1 Design and development changes. 8.4 Control of externally provided processes, products and services, | Prepared and | Authorised and Supersedes Effective ‘Page: Date: Signed by; Signed by: Document | We ¢.... | Revision 2 | 2022-03-22 | Page3 of 46 i Sescve, ~ |ZIMBABWE OPEN UNIVERSITY | All Departments/ Units/Faculties Subject: Quality Policy Manual Revision N Production and Service Provision... Control of production and service provisio Identification and Traceability... Property Belonging to Students or Suppliers Control of Non-Conforming Outputs. Performance evaluation... Monitoring and measuring the effectiveness of processes and teaching and learning 36 9.1.2 Monitoring and Measuring Customer Satisfaction, 36 9.13 Analysis and Evaluation.. 36 9.2 Internal Quality Audits 37 37 9.3 Quality Management System Review 10.0 Improvement... : 10.1 General 102 Nonconformity and Corrective Action 10.3 Continual Improvement ANNEXURES Annexure 1... Hs 11.1, ZOU Organisational structure Annexure 2. 11.2 Vice Chancellor's Office. ‘Annexure 3 . 113 ProVice Chancellor ~ Research, Innovation and Enterprise Development (RIED).41 Annexure 4........ sesesuens 14 Pro Vice Chancellor = “Academic ‘Affairs Annexure . ILS Registrar's Office Annexure 6 : 11.6 Bursary Annexure 7... 11.7 Information and Communication Technology .. Annexure 8... 118 Library and Information Services 37 Prepared and ‘Authorised and | Supersedes Effective Page: Signed by: Signed by: Document No. _| Date: ion 2 2022-03-22 Page 4 of 46 Lascre,| =ZIMBABWE OPEN UNIVERSITY _| All Departments/ Units/Faculties Subject: Quality Policy Manual Revision No.3 1.0 Introduction The Zimbabwe Open University developed and implemented @ Quality Management System (QMS), which uses ISO 9001:2015 as a framework that allows the institution to document and improve its practices in order to satisfy the needs and expectations of students, customers, stakeholders and interested parties. This manual describes the Quality Management System, delineates authorities, inter relationships and responsibilities of personnel operating within the management system. The ‘manual also provides references to procedures and activities that also comprise the Quality Management System. The manual is used to familiarise customers and other extemal organisations or individuals, with the controls that have been implemented and to assure them that the integrity of the Zimbabwe Open University’s quality management system is maintained and is focused on customer satisfaction and continual improvement. The quality management system meets the requirements of ISO 9001:2015 and uses the Plan, Do, Check and Act approach to process planning. 1.1 Purpose To outline the management, monitoring/evaluation system of the Zimbabwe Open University (ZOU). This manual provides quality guidelines that apply to all ZOU Departments/Units/Faculties/Regional Campuses in accordance with the requirements of ISO 9001 and the Zimbabwe Council for Higher Education (ZIMCHE). 12 ‘The ZOU management system documentation is structured as illustrated in figure | below. QUALITY Level 1 POLICY MANUAL Level 2 PROCEDURES WORK INSTRUCTIONS RECORDS (forms, checklists, and others) Level 4 Fig. 1 Level 3 Prepared and ‘Authorised and | Supersedes Effective Page: ed by Signed by: Document No. _| Date: & ee | Revision2 2022-03-22 Page 5 of 46 | (Asere, | -ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties ‘Subject: Quality Policy Manual Revision No. Levell = These are policy statements to address all the applicable requirements of ISO 9001:2015. Level2 = These are procedures required by ISO 9001:2015 and any other procedures required for the effective operation of the University. Level3 - These are operational methods/work instructions to guide the performance of specific work activities. Level4 - These are reports or records generated in the day to day activities of the University. Documents of external origin are included in the management system. 2.0 Scope ‘This Quality Manual specifies requirements for a Quality Management System where the Zimbabwe Open University; a) Needs to demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements in accordance with the requirements of ISO 9001:2015 and the Zimbabwe Council for Higher Education (ZIMCHE), and b) Aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements. 3.0 Normative References During the preparation of this manual the following reference was used: ‘© 180 9001:2015 - Quality Management System requirements; The following requirements of ISO 9001 are not applicable to the ZOU Quality Management ‘System (ZQMS); * Monitoring and measuring resources are used for verification purposes, as such, measurement traceability (##7.1.5.2) is not a requirement. Prepared and ‘Authorised and | Supersedes Effective Page: Signed by: Signed by: Document No. _| Date: L Revision 2 2022-03-22 Page 6 of 46 Th yacye, oeZIMBABWE OPEN UNIVERSITY _ | All Departments/ Units/Faculties ‘Subject: Quality Policy Manual Revision No. 3.1 Terms and Definitions For the purpose of this document, the terms and definitions given in ISO 9001:2015 apply. These are given in each procedure as and when required. 4.0 Context of the Zimbabwe Open University 4.1 Internal and External Context ‘The Zimbabwe Open University is the country’s premier University for Open and Distance electronic Learning (ODeL). During planning, the University considers all relevant issues arising from central government, competitive, cultural, economic, legal, market, social, political and technological environments, whether national, regional or international to ensure successful results of the Quality Management System. The resulting information is monitored and reviewed quarterly. The University identifies, analyses, monitors and reviews factors that may affect its ability to satisfy customers and stakeholders, as well as factors that may adversely afiect the stability of processes or the integrity of the management system. To ensure that the University’s QMS is aligned with the strategy, whilst taking account of relevant internal and extemal factors, pertinent information is collated and analysed in order to determine the potential impact on the context and subsequent business strategy. The University then monitors and reviews this information to ensure that a continual understanding of each Unit's requirements is derived and maintained. To facilitate the understanding of the University’s context, issues that influence its context are regularly considered during management review meetings, by the Quality Assurance Committee of Senate, and these are conveyed through minutes and business planning documents. Internal and external issues have been identified as shown in table 1 Table 1: Internal and External Issues INTERNAL ISSUES. EXTERNAL ISSUES Employees Customers & suppliers | Performance Markets & competition Values & culture Regulatory & statutory Innovation & knowledge Technology Technological infrastructure Cultural & social ‘Alumni Taflationary pressure ‘Market share Prepared and Authorised and ‘Supersedes Effective Page: Signed by: Signed by: Document No. _| Date: Lp ham Revision 2 2022-03-22 Page 7 of 46 {Plaere, | Ge | 7T ZIMBABWE OPEN UI All Departments/ Units/Faculties Revision No. Subject: Quality Policy Manual ——<—<—————— ‘ZOU Council Industry & commerce Media ‘Community 4.1.1 Vision To be the university of choice in open and distance electronic learning. 4.1.2 Mission Empowering the world through high quality open and distance learning enabled by technology. 4.1.3 Core Philosophy To develop a best-practice culture based on open and distanc influencing development and change in Zimbabwe and internationally. c-leaming focused on 4.14 Core Values ZOU Culture is guided by the following; © Client-Driven Innovation Integrity © Teamwork Accountability 4.1.5 ZOU Campuses 4.1.5.1 National Centre ‘The National Centre is situated at Comer House, Corner Samora Machel Avenue and Leopold Takawira Street in Harare’s Central Business District. Both Head Office and support functions are housed at the National Centre. These include the Vico Chancellor, the two Pro Vice Chancellors, Registrar, Bursary, Information and Communication Technology, Library and Information Services, Academic Registry, Alumni Coordination, Internal Audit, Corporate Planning, Human Resources, Corporate Communications and Marketing, Infrastructure and Estates Management, Legal Services, International Office, Materials Development, Procurement, Quality Assurance, Records Management, Research, Innovation and Technology Transfer, Risk Management, Security and Centre for Student Management. Prepared and ‘Authorised and | Supersedes Effective Page: Signed by: Signed by: Document No. _| Date: L 5 si x fF 46 Lie She, ff-to— Revision 2 2022-03-22 Page 8 01ZIMBABWE OPEN UNIVERSITY _| All Departments/ Units/Faculties Subject: Quality Policy Manual Revision No.:3 ‘The Printing Press is housed at Michael Court, at the corner of Kwame Nkrumah Avenue and Simon Muzenda Street, Harare. 4.1.5.2 Faculties The University has seven (8) Faculties, each headed by a Dean. Alll the Faculties are situated at Comer House, Harare. The Faculties are shown in Table 2. Table 2: Faculties Faculty Degree programmes offered 1. | Faculty of Agriculture Bachelor of Science Honours Degree in Agricultural ‘Management 2._| Faculty of Applied Social Sciences | Bachelor and Master of Science degrees in Social Sciences programmes. 3. [Faculty of Arts, Culture and | Bachelor of Arts degree programmes. Heritage Studies a [4] Faculty of Commerce Bachelor of Commerce degree programmes and Master of Business Administration degree. 3._| Faculty of Education Bachelor and Master of Education degree | programmes. 6_| Faculty of Law Bachelor of Laws - 7._| Faculty of Science Bachelor of Science degree programmes. | [8._ | Faculty of Technology Bachelor of Science in Information Technology | degree programmes. ‘The Graduate School of Management, under the Faculty of Commerce, is situated at Michael Court, Harare and specialises in post graduate training and Massive Open Online Courses (MOOCS). All the above Faculties offer post graduate degrees by research i.e. Master of Philosophy and Doctor of Philosophy Degrees. Faculty Procedure Z@MS PROC FAC 001 Faculty Ordinance Number 2 Higher Degrees ZQMS PROC HD 001 Plagiarism ZOMS POL HD 002 4.1.5.3 Regional Campuses The Zimbabwe Open University’s ten (10) Regional Campuses provide a friendly, familial and hybrid multi-cultural academic environment for the working and non-working community of students. The campuses service the ten (10) administrative provinces of Zimbabwe. International students are serviced by the Academic Registry Unit in terms of general administration and the Faculties for teaching and learning purposes. Prepared and ‘Authorised and | Supersedes Effective Page: Signed by: Signed by: Document No. _| Date: | ) | Revision 2 2022-03-22 Page 9 0f 46 Glkrasere] GemZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Subject: Quality Policy Manual Revision No.3 The Zimbabwe Open University Regional Campuses are exciting and intellectually fulfilling places to lear, study and share experiences. The Campuses continue to excel and develop as centres for academic excellence in the country, the Southern African Development Community (SADC) region and globally. They offer a convenient learning environment where one becomes part of 20 000 students from around the globe. The Regional Campuses are committed to providing students with a world class education, life changing information, knowledge and leadership delivered through state of the art Open and Distance e-Learning (QDeL) technologies by highly qualified and experienced members of both the teaching and non-teaching staff. ZOU Regional Campuses are open throughout the day including lunch hours, Mondays to Fridays, excluding public holidays, to ensure that all students are conveniently served. The Campuses are also open during specified weekends for tutorials and other related services. ‘The warm welcoming reception facilitics and staff ensure that students and visitors are directed to the right offices. Each Campus has a vibrant Student Representative Council (SRC) to address students? academic, social and leisure interests. There are several sporting disciplines that students can join, Both past and present students can also join their respective ZOU Alumni Regional Chapter to support the University and to promote networking, All school leavers and working professionals from whatever region or country of the global village, are cordially invited to experience the life changing and intellectually fulfilling experience offered by the Zimbabwe Open University’s Regional Campuses. Regional Campus Procedure ZOMS PROC ARC 001 4154 Regional Organisational Structure Every Regional Campus is headed by a Regional Director. The Regional Director is assisted by a Deputy Regional Director, a Quality Assurance Coordinator, a Student Advisor, Secretaries, an Administration Officer, and Assistant Administrative Assistants. ZOU also has a dedicated complement, of Regional Programme Coordinators (Professor/Associate Professor/Senior Lecturer/Lecturer/Teaching Assistant) who are assisted by Information/Records Clerks. The accounts offices are staffed by committed and professional men and women. The Libraries are manned by qualified Librarians. The Registry office is manned by professionals qualified in records and archives management, while the Information and Communication Technology (ICT) laboratories are serviced by qualified ICT Technicians. Counselling Laboratories are equipped with modem audio-visual facilities, manned by experienced Counsellors who are geared to provide professional counselling services as well as to enhance student’s practical skills. A switchboard operator, Messenger/Driver, Security Guards, Cleaners and a Receptionist complement the staff establishment at each Regional Campus. Prepared and Authorised and | Supersedes Effective Page: Signed by Signed by: Document No. _| Date: ae 4 fp yes Revision 2 2022-03-22 Page 10 of 46 £Q0rVe |ZIMBABWE OPEN UNIVERSITY _| All Departments/ Units/Faculties Revision No. ‘Subject: Quality Policy Manual 4.1.5.5 Bulawayo ‘The Campus is situated at ZOU House at Corner Fort Street/12" Avenue. Contact details, +263-292-61732/884053/4/884060 fax 092-61732. and = email ~—_ address: 4.1.5.6 Harare/Chitungwiza The Campus is situated at Harare Main Post Office, 3% Floor, Comer Julius Nyerere Way/Nelson Mandela Avenue, Harare. Students and visitors to the Harare/Chitungwiza Campus use the Nelson Mandela entrance. Contact details are Switchboard telephone lines +263-242-250157/8; +263-242-702762; +263-242-761650; +263-242-734402; Fax: +263- 249-702703 and email Address: harareregion@zou.ac.zw. The Regional Campus has District, Centres at Norton and Chitungwiza respectively. 4.1.5.7 Manicaland ‘The Regional Campus is situated at Stand number 992C Avenue, Mutare. Tutorials are held at Mutare Polytechnic and at Mutare Teachers College. District centres are at Rusape and Nyanga respectively. Contact details are; telephone, +263-2021-68153-4/69090 (switchboard)/69092 (ICT Laboratory, Library, Student Services)/68152 (Regional Director) and +263-25205-1330 (Rusape). The Regional Campus contact email address is manicalandregion@zou.at 4.1.5.8 Mashonaland Central ‘The Regional Campus is located in Bindura, a mining and farming town in northern Zimbabwe. Its offices are at No.209 Hay Road on the western side of the city centre. Tutorial venues for Bindura urban include Bindura University of Science Education, Herman Gmeiner Secondary School and Chipadze Secondary School. Contact details for Mashonaland Central Regional Campus are,-—-+263-271-66210-7484/7161/77107 and email mashonalandcentralregion@zou.ac.zw. 4.1.5.9 Mashonaland East The Regional Campus operates from 21 — 5* Street and Main Post Office Marondera Town. ‘Tutorial venues are at Marondera High, Nagle House and Kushinga Phikelela Polytechnic (computers). The Regional Campus has three (3) District Centres at Wedza, Chivhu and Mrewa respectively. Administrative Assistants have been deployed to operate at these District Centres. The Regional contact details are +263-0279-6523-21922/21561/22267 and email address is mashonalandeastregion@zou.ac.2w. Prepared and ‘Authorised and | Supersedes Effective Page: Signed by: Signed by: Document No. _| Date: L ws &- been Revision 2 2022-03-22 Page 11 of 46 L aseve,] ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Subject: Quality Policy Manual Revision No.:3 4.15.10 Mashonaland West The Regional Campus is situated at number 5425/5426 Glasgow Industrial Site and the Chinhoyi Public Service Training Centre. Tutorial venues are at Chinhoyi f igh School and at the Chinhoyi Public Service Training Centre. The Regional Campus has three (3) District Centres, namely Kadoma, Kariba and Karoi manned by Administrative Assistants, The contact details of the Regional Campus are +263-67-24050/26106/29345/7 and email address mashonalandwestregion@zou.ac.zw. 4.15.11 Masvingo Situated at 68 Hellet Street, Masvingo. ‘The Masvingo Regional Campus boasts of exquisite facilities to support teaching, learning and scholarship. Tutorials are held at Ndarama High School, Victoria High School, Masvingo Polytechnic, Mucheke High School and Masvingo Christian College. The contact details for the Regional Campus are, +263-0392-264968 (switchboard), +263-0392-263638 (Administration) and +263-0392-264993 (Regional Director). The email address is masvingoregion@zou.aczw, 4.15.12 Matabeleland North The Regional Campus is situated at Number 1516 Hospital Road, Hwange. Tutorial venues are at the Regional Campus and Davies Hall. The Regional Campus has District Centres at Victoria Falls Town and Binga District. The Regional Campus contact details are +263-281- 21810/21812/22002_ (switchboard); +263-281-22012_(Administration)/21808 (Accounts/21809 (Regional Director). The email address is matnorthregion@zou.ac.zw, 4.15.13 Matabeleland South The Regional Campus is situated along the Bulawayo-Beitbridge Road adjacent to the Show Grounds.’ The tutorial venue is Joshua Mgabuko Nkomo Polytechnic. Contact details are, +263-8428-22965/22966/21019 and email address is matsouthregion@zou.ac.zw. The Regional Campus has District Centres at Maphisa, Plumtree, Matobo and Beitbridge. 4.15.14 Midlands ‘The Regional Campus is situated at 16 Victory Road, Gweru East, Gweru. Tutorials are held at Gweru Polytechnic College. District Centres are at Ruswa Complex, Zishavane and at Agribank Building, Gokwe and Nembudziya High School, Gokwe. Contact details are, +263-542-220069/220472/220502/226002/226003 and email midlandsregion@zou.ac.zw 4.1.6 ZOU Library Every Regional Campus has a library which is open to registered ZOU students, ZOU staff and ordinary members of the public during the following hours: Prepared and Authorised and | Supersedes | Effective Page: Document No. _| Date: Signed by: Signed by: = Revision 2 2022-03-22 Page 12 of 46 | BUawere,| Po |ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Subject: Quality Policy Manual ‘Mondays to Fridays: 0900hours - 2000hours; and Saturdays: 0900hours - 1600hours. The electronic library is open and accessible at all times of the day during the year. Ordinary members of the public are required to pay a library fee in order to access the library. Library and Information Services Procedure ZOMS PROC LIS 001 Circulation Policy ZQMS POL LIS 001 Open Educational Resources (OER) Policy ZOMS POL LIS 002 Institutional Repository Policy ZOMS POL LIS 003 Collection Development Policy ZOMS POL LIS 004 4.1.7 Student Representative Council ‘The ZOU Regional Campuses offer a student platform for coordinating student-related activities. This is done through the annually elected Student Representative Council (SRC). SRC operations are guided by University Ordinance and administered through the Centre for Student Management, At regional level, a Student Advisor facilitates SRC activities and ensures that cordial relations are established between the institution and the student body. Services are offered through guidance, counselling, advisement, sports and recreation Rules of Student Conduct and Discipline Ordinance Number 4 ‘Student Sports Policy ZQMS POL CSM 001 ‘Student Union Constitution ZQMS POL CSM 002 4.18 Alumni When our valued students complete their studies with ZOU, the Alumni Coordination Unit through the Regional Campuses continues to maintain partnership with graduates. The Alumni Association fulfils this role by inviting graduates and current students to participate in activities that promote and further enhance student advancement and_ institutional development. Students are offered the opportunity to suggest new programmes, mobilise resources, offer innovative ideas on how to improve the institution's wellbeing in its quest to remain the University of choice in open and distance e-learning. The Regional Campuses also conduct community service and invite former students to undertake further studies and participate in research, innovation and industrialisation, Opportunities including social networking, business enhancement and continued academic growth abound. Alumni Constitution ZQMS POL PVCRIED 001 | Prepared and ‘Authorised and | Supersedes Effective Page: igned by | Signed by: Document No. Date: Ki were} Gwe Revision 2 2022-03-22 Page 13 of 46ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties ‘Subject: Quality Policy Manual 4.2 Needs and expectations of interested parties The Legal, Partnerships and International Affairs Unit monitors and reviews information on legal issues and guides the University on legal compliance, partnerships and International Affairs, Legal Services Policy ZOMS POL LS 001 Anternationalisation Policy ZQMS POL CP 004 The following interested parties affect the University’s ability to consistently provide Products and services that meet client as well as statutory and regulatory requirements, Table 3: Needs and expectations of interested parties [INTERESTED Party NEEDS & EXPECTATIONS | Minisiry of Higher and Tertiary Education, Administration of the Zimbabwe Open Innovation, Science and Technology Development | University Act/Compliance and (MHTEISTD) Teporting/Increased number of graduates with relevant knowledge, attitudes and skills/Improved welfare of university students, addressing of skills gap, provide quality heritage based education, promote inclusive growth, promote gender equality Zimbabwe Couneil for Higher Education Accreditation of the Institution and its (ZIMCHE) Programmes/Compliance and reporting, Students Quality, reliable and affordable service. Value of investment, transparency, consultation, effective communication, timeous and effective feedback University Couneil Growth and profitability Employees Shared values and security, conducive conditions of service, fair treatment, effective communication, staff development, representation Alumai Consultation, enhanced brand visibility and effective communication Tndustry and Commerce Collaborations, partnerships and linkages | community Participation in local activities, corporate social Prepared and Authorised and | Supersedes Effective Page: ] Signed by: Signed by: { Document No. _| Date: le | Revision 2 2022-03-22 Page 14 of 46 a lL Aase veZIMBABWE OPEN UNIVERSITY _| All Departments/ Units/Faculties Subject: Quality Policy Manual investmentresponsibility, and eomplian local values/norms External Providers (Suppliers) Beneficial relationships, Continued business and timeous payment National Archives and Monuments Zimbabwe Records management Ministry of Local Government and Public Works. _| Work Facilities and Structures Chief Inspector of Factories and Works, Ministry of Health and Child Care, Local Authorities. Ministry of Finance and Economic Development, | Compliance and reporting Auditor General, Zimbabwe Revenue Authority (ZIMRA) Ministry of Labour and Social Services Staff employment and fair labour practices Zimbabwe Flectricity Supply Authority (ZESA), | Power and energy supplies Zimbabwe Energy Regulatory Authority (ZERA), Ministry of Primary and Secondary Education, Beneficial relationships Zimbabwe Republic Police Media Effective communication Good corporate governance To ensure that products/services and processes continue to meet all relevant requirements, the University identifies and assesses the potential impact of any relevant needs and expectations that may be elicited from the interested parties, Where appropriate, to ensure that processes are aligned to deliver the requirements of interested parties, relevant needs and expectations are converted into requirements which become inputs to the QMS and to product and service designs. 43 Quality Management System 43.1 Managements System Scope Based on the analysis of the issues and requirements identified in Sections 4.1 and 4.2, the Zimbabwe Open University has established the scope of its Quality Management System in order the implement objectives and policies that are relevant to its context, products, services and any interested parties. This document describes the University’s Quality Management System, delineates authorities, inter-relationships and responsibilities of process owners and personnel that operate within the system. Although the University recognises that ISO 9001:2015 does not require a quality manual, the manual has been retained because it adds value to the operations of employees, customers, suppliers and other stakeholders. Prepared and ‘Authorised and | Supersedes Effective | Page: Signed by: Signed by: Document No. Date: Gi } iat | Revision 2 2022-03-22 | Page 15 of 46 Ltwore| Ue |ZIMBABWE OPEN UNIVERSITY | All Departments/ Units/Faculties Revision No.:3 Subject: Quality Policy Manual The Quality Management System applies to all employees involved in the production of ZOU products and delivery of ZOU services, which include ZOU Alumni, study programmes, course study guides, course modules, research programmes, intellectual property, and solutions to challenges in respective communities. 4.3.2 Management System Processes The Zimbabwe Open University has implemented a Quality Management System that exists as part of a larger strategy that has established, documented and implemented its processes, Quality policies and objectives, whilst satisfying the requirements of ISO 9001:2015, To achieve this, the Zimbabwe Open University has adopted the process approach advocated by ISO 9001:2015. The Management Committee has determined the processes required for achieving the intended outputs. By defining four key process-groups and by managing their inputs, activities, controls, outputs and interfaces; the University ensures that system effectiveness is established and maintained. These key process groups includ: © Leadership and planning processes; * Customer and stakeholder processes; * Product/service development processes; + Evaluation and improvement processes. Prepared and Authorised and | Supersedes Effective Page: Signed Signed by: Document No. Date: aye ) £-—2 | Revision 2 2022-03-22 Page 16 of 46 é Kir, maZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Revision No.:3 Subject: Quality Policy Manual 44 44.1 Zimbabwe Open University processes and their interaction ZOU has adopted the process approach advocated by ISO 9001:2015. The process cycle is shown below. Figure 1: ZOU Processes Admission Alumni Registration —@€$j\$i@$§ma€r—a§_§$$£J $£$£$£___________ cathe Oriemation Teaching & Learning| Academic Registry Alumni Coordination Bursary Centre for Student Management ‘Community Engagement Corporate Communications and Marketing Corporate Planning and Risk Management Human Resources Information and Communication Technology Infrastructure and Estates Management Internal Audit Legal, Partnerships and International Affairs Library and Information Services Materials Development Procurement Management Quality Assurance Records Management Registry Research, Innovation and Technology Transfer Security Publication [of Results Formative Assessment ——+ Research & Innovation ———» Summative Assessment NB. The above processes take place at the various Facul s and Regional Campuses of the University. Prepared and Authorised and Signed by: Signed b} | Document No. B | Revision 2 (A Lace pe, Ge | Effective Date: 2022-03-22 ‘Supersedes Page: Page 17 of 46ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Subject: Quality Policy Manual 44.3 These processes ate described using tools such as documented policies and procedures, process maps, flow diagrams, matrices, schedules, and charts and others which show their sequence and interaction within the management system. 4.44 It is recognised that defining, implementing and documenting ZOU's Quality Management System is the first step towards fully implementing it requirements. The effectiveness of each process and its subsequent output is measured and evaluated through regular internal audits, quality inspections and data analysis. 4.4.5 The monitoring of key performance indicators (KPIs), which are linked to the institution’s objectives, is used to measure and communicate process performance. This approach allows Management Committee to regularly review the QMS to ensure its ongoing integration within the business. 4.4.6 As part of the decision making process, the University uses trends and statistical data related to non-conformities, quality related targets, objectives and corrective actions, as well as, monitoring and measurement results, audit results and compliance data, to ensure that objective and responsible management decisions are made. 4.4.7 Where ZOU identifies the requirement to outsource any process, or part thereof, which affects conformity with the stated requirements, the University identifies control criteria such as: © the competence of personnel; © inspection regimes; © the provision of product conformity certifi * adherence to specifications; and ‘© specific job files. tes; 5.0 Leadership Si Leadership Commitment 5.1.1 General ZOU’s leadership is responsible for the implementation of the QMS, which includes the development and deployment of the quality policy, the quality objectives, and project-specific plans that are customer focused. Management Committee provides leadership and governance to all activities related to the lifecycle processes including defining the strategie direction, responsibility, authority, and communication to assure the safe and effective performance of the University. ZOU’s governance structure provides the necessary support for creating and establishing appropriate processes that are important for maintaining and achieving quality objectives and policies. Prepared and Authorised and | Supersedes Page: Signed by: Signed by Document No. Lo Revision 2 2022-03-22 Page 18 of 46 a hi aeexe, &- :ZIMBABWE OPEN UNIVERSITY _| All Departments/ Units/Faculties Revision No.:3 Subject: Quality Policy Manual In addition, governance activities include systemic verification of the effectiveness of the QMS by undertaking internal audits and analysing performance data. Regular management reviews ensure that the quality management system is adequate and effective, and that necessary adjustments are made as a result, The Management Committee is committed to implementing and developing the Quality Management System and this commitment is defined by policies and objectives. The University ensures that policies are understood, implemented and maintained throughout all levels of the University by means of dissemination of policy statements and through periodic management review of the policy statements. ZOU communicates the quality policy, strategy, policies, procedures and processes to all employees in order to: * create and sustain shared values of fairness and ethical behavior; establish a culture of trust and integrity; encourage commitment to quality; provide staff with the required resources, training and authority to act with accountability; and inspire, encourage and recognise staff member's contribution. 5.1.2 Customer Focus ZOU strives to identify current and future customer needs to meet their requirements and to exceed their expectations. Management Committee ensures that the focus on improving customer satisfaction is maintained by setting and reviewing objectives related to customer satisfaction at the Quality Assurance Committee of Senate (Management Review Meetings). Management Committee also ensures that customer requirements are understood and met. Customer requirements are converted into intemal requirements and communicated to appropriate personnel within the University. Customer complaints and other customer feedback are continually monitored and measured through customer satisfaction surveys to identify opportunities for improvement. The University continually looks for ways to interact directly with customers in order to focus on their unique needs and expectations. To this end, the University has established a Call Centre, where customer inquiries and complaints are attended. 5.2 Qu Policy 5.2.1 Establishing the quality policy The quality policy acts as a compass by providing the direction and framework for establishing key institutional performance measures, as well as related objectives and targets. Management Committee ensures that policies are established and documented, The Director, Quality Assurance has overall responsibility for defining, documenting, implementing and reviewing ZOU’s quality policy in consultation with the management team Prepared and ‘Authorised and | Supersedes Effective Page: Signed by: _| Signed by: Document No. __| Date: | Revision 2 2022-03-22 | Page 19 of 46 KR ncovo, & a & |ZIMBABWE OPEN UNIVERSITY | Departments/ Units/Faculties Revision No.:3 Subject: Quality Policy Manual and other Heads of Units, or their representatives. The policy is reviewed at least annually, as part of the management review program or at a frequency determined by; * The changing needs and expectations of relevant interested parties, Clause 4.2 + The risks and opportunities that are presented through the risk management process, Clause 6. 5.2.1.1 Quality Policy Statement a) The Zimbabwe Open University is committed to: * be the University of choice in the provision of Open and Distance electronic Learning (ODeL), scholarship, research, community service, innovation and industrialisation; * aculture of quality, excellence, innovation, teamwork, integrity, high ethical standards and client driven operations; * delighting clients and stakeholders; * continuously improve the University’s products, services and the Quality Management System in compliance with the requirements of ISO 9001:2015, the Certification Body, the Zimbabwe Council for Higher Education and other Regulatory Authorities; and * the achievement of the corporate objectives and targets articulated in the University’s Integrated Results Based Management Strategic Plan. b) All University personnel are required to be familiar with this policy, relevant quality documentation and to implement the policies, processes and procedures in their work. 5.2.3 Communicating the Quality Policy The quality policy is communicated to all employees at all levels throughout the institution via training, regular internal communications and reinforcement during annual employee performance reviews. Employee understanding of policies and objectives is determined uring internal quality audits and other methods deemed appropriate. 3.3 Organisational Roles, Responsibilities and Authorities It is ZOU policy to determine and provide the persons necessary for the effective implementation of the Quality Management System. Job descriptions are prepared, acknowledged, updated and records of such are maintained. Prepared and ‘Authorised and | Supersedes] Effective | Pages Signed by: Signed by: Document No. _| Date: F2acre &- de) Revision 2 2022-03-22 Page 20 of 46ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Subject: Quality Policy Manual Management Committee 1 Vice-Chancellor Subject to the general control of the Council, the Vice-Chancellor is the chief academic, administrative and disciplinary officer of the University, with general responsibility for ‘maintaining and promoting the efficiency, effectiveness and good order of the University. 5.3.1.2 Pro-Vice-Chancellors Two (2) Pro-Vice-Chancellors assist the Vice-Chancellor in the performance of his/her funetions and have such funetions as are specified in the statutes. The Vice-Chancellor may delegate to a Pro-Vice-Chancellor, either absolutely or subject to conditions, any of his/her functions in terms of the ZOU Act [Chapter 25:20] and may at any time amend or withdraw any such delegation, 5.3.1.3 Registrar Subject to the directions of the Council, the Registrar is responsible for the general administration of the University and performs such other functions as may be specified in the statutes. The Registrar, or a member of his/her staff whom he may authorise to act for him/her, serves as secretary of the Council and the Senate and their principal committees. 5.3.1.4 Bursar Subject to the directions of the Council, the Bursar is the accountant of the University and is responsible for the safeguarding of its funds and, in accordance with the general directions of the Vice-Chancellor, for authorising its investments and expenditure. The Bursar performs such additional functions as may be specified in the statutes 5.3.1.5 Librarian ‘Subject to the directions of the Senate and the Vice-Chancellor, the Librarian is responsible for the administration and safeguarding of the libraries of the University. 5.3.1.6 Information Technologist Subject to the directions of the Senate and the Vice-Chancellor, the Information Technologist is responsible for acquiring, developing and maintaining all educational systems and information technology equipment for the University. These include printing equipment; audio-visual equipment; computer systems; telecommunication systems and tele-conferencing equipment. He/she is also responsible for co-ordinating the production of all printed study/course materials, 5.3.2 Director, Quality Assurance ‘The Director, Quality Assurance has the responsibility and authority for: a) ensuring that the Quality Management System conforms to the requirements of ISO 9001:2015 and ZIMCHE; Prepared and Authorised and | Supersedes Effective Page: Signed by: Document No. _| Date: a Rig A Revision 2 2022-03-22 Page 21 of 46 Sined Oy mn L [Macere,|ZIMBABWE OPEN UNIVERSITY | All Departments/ Units/Faculties Subject: Quality Policy Manual Revision No.3 b) ensuring that the teaching and leaming processes are delivering their intended outcomes; ©) reporting to the Vice Chancellor on the performance of the Quality Management System and opportunities for improvement; 4) ensuring the promotion of student/client focus throughout the University; and ©) ensuring that the integrity of the Quality Management System is maintained when changes to the Quality Management System are planned and implemented. 6.0 Planning 6.1 Actions to address risks and opportunities 6.1.1 It is ZOU Policy to address the issues identified during analysis of the context of the University, the needs and expectations of interested parties and to consider the risks and opportunities detailed in the University Risk Register, to: a) design an effective Quality Management System and/or part thereof; b) enhance desirable effects; c) prevent, or reduce undesired effects; and 4) achieve improvement. fanagement Policy ZOMS POL 6.1a Whistle Blowing Policy ZOMS POL 6.16 Risk Management Procedure ZOMS PROC 6.1 6.2 — Quality objectives and planning to achieve them 6.2.1 The University prepares Integrated Results Based Management (IRBM) corporate strategic plans. The plans are approved by the Office of the President and Cabinet of, the Government of Zimbabwe through the Ministry of Higher and Tertiary Education, Innovation, Science and Technology Development. The IRBM strategic plan is implemented by cascading the Zimbabwe Open University Integrated Performance Agreement (ZOUIPA) to Departmental Integrated Performance Agreements (DIPAS) for each Department and in tum to Faculty/Unit/Regional Campus, All the strategic objectives and targets have a quality dimension and are included in the respective DIPAs. Respective Faculties/Units/Directorates/Regional Campuses undertake performance contracts based on the strategic plan. Performance is formally reviewed against targets at set intervals in a year. 6.2.2 The Aims of the ZOU Quality Management System are to: a) offer effective, efficient and competitive services across all ZOU Units to consistently satisfy the client’s teaching and learning requirements; Prepared and Authorised and | Supersedes Effective Page: Signed by Signed by: Document No. _| Date: (Got Reviion2/ 022-0822 | Page 2 0F 6 ees : | | 4 eZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties ‘Subject: Quality Policy Manual Revision No.t3 b) consistently deliver quality and excellence in ODeL teaching and learning that meets ZIMCHE, statutory, regulatory and stakeholder requirements; ©) _ offer responsive market and client-driven academic programmes to position ZOU as the ODeL University of choice in Zimbabwe; recruit, train and retain suitably qualified, experienced and competent staff to effectively implement ZOU’s Integrated Results Based Management (IRBM) strategic plan; ©) spearhead innovative heritage-based research and consistently increase research citations, solutions to challenges in communities, intellectual property registrations and industry income; 1) develop and acquire quality ODeL teaching and learning materials in conformity with the approved Minimum Bodies of Knowledge and Skills (MBKS); 8) provide and utilise inclusive Information and Communication Technologies to comprehensively support all ZOU operations; h) provide modem, high quality inclusive infrastructure, facilities and resources for teaching and learning, innovation, research and technology development; i) uphold good corporate governance: 3) continuously monitor and evaluate the Quality Management System and the resulting service delivery for conformance to ISO 9001:2015 requirements; and k) continuously improve on service quality and excellence Departmental Governance Ordinance Number 3 6.3 Planning of changes ‘When the University determines the need for changes to the quality management system, the changes are carried out in a planned manner (sce Clause 4.4), The University shall consider; a) the purpose of the changes and their potential consequences; b) the integrity of the quality management system; ©) the availability of resources d) the allocation of responsibilities and authorities. 7.0 Support Resources 7A. General ‘The Zimbabwe Open University’s Management Committee is committed to ensure that the resources needed to implement and maintain the quality management system, continually improve its effectiveness and enhance delivery of education 5.0 are available on time. Prepared and Authorised and | Supersedes Effective Page: Signed by: Signed by: Document No. Page 23 of 46 @ Kh = & ee Revision 2 f 1ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Subject: Quality Policy Manual Revision No.:3 Planning Procedure ZQMS PROC 7.1.1a Planning Policy ZQMS POL CP 001 Budgeting Policy ZQMS POL BUR 001 Budget Formulation and Implementation Procedure ZOMS PROC 7.1.16 Resource Mobilisation Procedure ZOMS PROC 7.1.1e 7.1.2 People The University determines and provides the persons necessary for the effective implementation of its quality management system and for the operation and control of its processes. Human Resources Policy Manual ZOMS POL HR 001 ‘Staff Development and Training Policy ZOMS POL HR 002 Academic Staff Appointment, Grading and Promotion Ordinance Number 5 Administrative Staff Appointment, Grading and Promotion Ordinance Number 6 Procedure for Staff Competence ZQMS PROC 7.3.1 Procedure for Identification of Training Needs ZOMS PROC 7.3.2 Internal Training Procedure ZQMS PROC 7.3.3 Procedure for Induction Training ZOMS PROC 7.3.4 Procedure for the Keeping and maintenance of training records ZOMS PROC 7.3.5 Procedure for reporting on training programmes undertaken by ZOU Employees ZOMS PROC 7.3.6 7.1.3. Infrastructure Itis the University’s policy to determine, provide and maintain the infrastructure required for the effective delivery of quality services and products. Requirements set by the regulatory authorities are complied with. Buildings, workspaces, utilities, furniture, hardware, software, transportation resources, information and communication technology are addressed in terms of this policy. This provision applies to property owned or rented or hired by the University. Procedure for the Provision of Infrastructure (Working and Learning Space) ZQMS PROC 7.1.34 Procedure for the Provision of Infrastructure (Consumables, furniture and motor vehicles) ZOMS PROC 7.1.36 Work Instruction for Purchase of Properties ZOMS IEM WI 001 Work Instruction for Securing Rental Space ZOMS IEM WI 002 Procedure for the Maintenance of Infrastructure ZQMS PROC 7.1.3¢ Procedure for the safe handling, transport and storage of equipment ZOMS PROC 713d Procedure for Safeguarding Equipment from Unauthorised Adjustments ZQMS PROC 7.1.3e Management of Furniture and Related Office Equipment ZOMS PROC 7.1.3f Prepared and ‘Authorised and | Supersedes Effective Page: Signed, Signed by: Document No. _| Da G Vi pe > _| Revision 2 2022-03-22 | Page 24 of 46 Avele gHZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Subject: Quality Policy Manual Revision No.:3 Information and Communication Technology Policy ZQMS POL ICT 001 Information and Communication Technology Procedure ZOMS PROC ICT 001 7.1.4 Environment for the operation of processes The University shall determine, provide and maintain the environment that exudes the ambience of an ODeL. University of choice for the operation of its processes and to achieve conformity of services and processes. The environment is non-discriminatory, calm, non-confrontational, non-stressful, and free from noise. It has the appropriate temperature, humidity, light, airflow and good hygiene. The Director, Infrastructure and Estates Management carries out regular compliance audits to the University work environment to ensure that appropriate standards are maintained at the University's campuses at all times. The Director, Human Resources ensures adherence to the Occupational Health and Safety Policy, Gender Policy, Sexual Harassment Policy and other related policies. Procedure for Managing the Work Environment ZOMS PROC 7.1.4 ‘Sexual Harassment Policy ZQMS POL HR 002 Occupational Health and Safety Policy ZQMS POL HR 003 Gender Policy ZOMS POL HR 005 Code of Conduct 7.1.5 Monitoring and Measuring Resources The University uses wall clocks for time keeping and tape measures to verify the physical dimensions of teaching and learning facilities. It is ZOU policy to synchronise wall clocks to National time (normally advised by TelOne) and to verify them before use. It is also the University’s policy to use tape measures of a reputable brand that bear a mark of conformity. The monitoring and measuring resources are used for verification purposes, as such, calibration is not a requirement, 716 Organisational Knowledge 7.1.6.1 Institutional Memory and Intellectual Property It is the Zimbabwe Open University’s policy to determine the institutional memory and intellectual property necessary for the effective delivery of Education 5.0. The University recognises that institutional knowledge is a valuable resource that supports quality management activities and ensures continual product and service conformity. ZOU believes that there is a strong link between organisational knowledge and the competence of its people, the latter being peoples’ ability to apply knowledge to their work. Prepared and ‘Authorised and Supersedes | Effective | Page: Signed by: Signed by: Document No. _| Date: | Go—~ [Revision 72022-0322 [Page 25 of 46 | Makeve, |ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Revision No.:3 Subject: Quality Policy Manual To ensure that institutional knowledge is retained and transferred, organisational knowledge is recorded as documented information, and is embedded in processes and services. Examples of institutional knowledge include; Documented information regarding a process, product or service; Previous specifications and work instructions; The experience of skilled people and their processes and operations; Knowledge of technologies and infrastructure relevant to the University. Sources of intemal knowledge also include intellectual property, knowledge gained from experience and coaching, lessons learnt from failures and successes, capturing and sharing undocumented knowledge and experience and the results of improvements in processes, products and services. Sources of extemal knowledge often include other ISO standards; research papers; webinars from conferences; or knowledge gathered from customers, stakeholders or other external parties. ZOU determines and reviews internal and external sources of knowledge, such as: © Lessons learnt from non-conformities, corrective actions, and the results of improvement; © Gathering knowledge from customers, suppliers and interested parties, benchmarking against competitors; ‘Capturing knowledge existing within the University, e.g. through mentoring/suecession planning; Sharing knowledge with relevant interested parties to ensure sustainability of the institution; *Knowledge from conferences, attending trade fairs, networking seminars, Contact and Sabbatical Visits or other external events. This information shall be documented and maintained and made available as and when necessary. Intellectual Property Policy ZQMS POL 7.1.6 Human Resources Policy ZOMS POL HR 001 Academic Staff Appointment, Grading and Promotion Ordinance Number 5 Post Retirement Policy ZQMS POL HR 007 7.2 Competence It is ZOU policy to determine the necessary competencies of personnel who perform work under the University’s control that affects the performance of the Quality Management System. ZOU Management ensures that employees are competent based on appropriate education, training and/or experience and: Preparedand | Authorisedand | Supersedes Effective Page: Signed by: Signed by: Document No. | Date: _ » | Revision 2 2022-03-22 | Page 260 K paere, GrZIMBABWE OPEN — T IVERSITY | All Departments/ Units/Faculties : Quality Policy Manual [ Revision No.:3 13 a) puts in place management and staff succession plans; b) implements a mentorship programme; ©) establishes staff promotion criteria that ensures compliance with ZIMCHE requirements; 4) takes action to acquire the necessary competence and evaluate the effectiveness of the actions taken; €) ensures the competence of individual staff to perform defined activities; 4) meets all relevant statutory and regulatory requirements; 2) analyses future demands and acts in line with strategic and operational plans and objectives; and h) retain appropriate documented information as evidence of competence. Awareness It is the University’s policy to ensure that persons who work under its control are aware of: a) the quality policy; b) relevant quality objectives ©) their contribution to the effectiveness of the Quality Management System, including the benefits of improved performance; and d) the implications of not conforming with the Quality Management System requirements. Procedure for Staff Competence ZOMS PROC 7.3a Procedure for Identification of Training Needs ZOMS PROC 7.3b Internal Training Procedure ZOMS PROC 7.3¢ Procedure for Induction Training ZOMS PROC 7.3d Procedure for the keeping and maintenance of training records ZOMS PROC 7.3¢ Procedure for reporting on training programmes undertaken by ZOU Employees ZOMS PROC 7.3f Students on Attachment ZOMS PROC 7.3g Staff Promotion Procedure ZOMS PROC 7.3h Recruitment and Selection of Staff ZQMS PROC 7.31 Salaries and Payroll ZOMS PROC 7.3} Study Leave ZOMS PROC 7.3k ZOU Strategic and Corporate Plans (Issued Periodically) Human Resources Policy ZOMS POL HR 001 Policy on Renewal of Contracts for Directors and Managers Engaged on Fixed Term Contracts ZQMS POL HR 006 Prepared and ‘Authorised and Supersedes Effective Page: Signed by ] é. Revision 2 2022-03-22 Page 27 of 46 Giver] G_| : 7 Signed by: Document No. _| Date:ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Revision No.:3 Subject: Quality Policy Manual 7.4 Communication Channels Communication within the University is through memoranda, circulars, meetings at Managerial, Departmental/Unit and Workers’ levels, placing notices on Notice Boards, PABX for internal and external calls, ZOU e-mail, ZOU website, mobile phones, signs posted at appropriate places, social media and any other acceptable means. The effectiveness of the Quality Management System is communicated during quality audit closing meetings and during meetings of the Quality Assurance Committee of Senate. The Director, Corporate Communication and Marketing is the University’s mouthpiece for ‘communicating with the media/extemal world. Corporate Communications and Marketing Policy ZOMS POL CCM 001 75 Documented Information and Data Control 751 General Itis ZOU policy that the creation, updating, approval, issue and changes to policy provisions, procedures, specifications, modules, textbooks, posters, notices, memoranda, software, drawings, plans and other documents (internally generated or from extemal sources) which form part of the Quality Management System shall be controlled in accordance with document control procedures. Data control procedures shall be followed in the handling and management of data. 7.5.2 Creating and updating Documented Information When creating and updating documented information, the University ensures appropriate: a) identification and description (¢.g. title, date, author, or reference number); b) format (c.g. language, software version, graphics) and media (e.g. paper, electronic); and ©) review and approval for suitability and adequacy. 7.5.3. Control of documented information 7.5.3.1 Documented information required by the quality management system and by ISO 9001:2015 are controlled to ensure that it is: a) available and suitable for use, where and when it is needed; and b) adequately protected (¢.g. from loss of confidentiality, improper use, or loss of integrity). Prepared and | Authorised and | Supersedes | Effective Page: ] Signed bye Signed by: Document No. _| Date: vo | Revision? 2022-03-22 | Page 28 of 46 & Maseve, G~ | _ZIMBABWE OPEN UNIVERSITY _ | All Departments/ Units/Faculties Revision No.:3 Subject: Quality Policy Manual 7.5.3.2 For the control of documented information, ZOU has addressed the following activities, as applicable: a) Distribution, access, retrieval and use; b) Storage and preservation, including preservation of legibility; c) Control of changes (e.g. version control); and 4) Retention and disposition. Documented information of external origin determined by ZOU to be necessary for the planning and operation of the Quality Management System is identified and controlled. Documented information retained as evidence of conformity is protected from unintended alterations, Document Control Procedure ZOMS PROC 7.5a Layout and Presentation of Procedures ZQMS PROC 7.5b Document Change Control Procedure ZOMS PROC 7.5¢ Document Numbering and Identification ZOMS PROC 7.5d Quality Manual Distribution Control ZOMS PROC 7.5¢ Control of Data Procedure ZOQMS PROC 7.5f Control of Quality Management System Records ZOMS-PROC-7.5.3a Control of Academic Records ZOMS-PROC-7.3.3b Records Centre Procedure ZOMS-PROC-7.5.3¢ Central Registry Procedure Z@MS-PROC-7.5.3d Records Retention and Disposal ZOMS-PROC-7.5.3f Mail Management ZOMS-PROC-7.5.32 Records Classification ZOMS-PROC-7.5.3h Records Management Policy ZQMS-POL-RMU-001 Records Disaster Management Policy ZOMS POL RMU 002 Digitisation Policy ZOMS-POL-RMU-003 E-Mail Management Policy ZQMS-POL-RMU-004 8.0 Operation 8.1 Operational planning and control The Zimbabwe Open University plans, implements and controls the processes (see 4.4) needed to meet the requirements for the provision of products and services, and implements the actions determined in Clause 6, by: a) Determining the requirements for the produets and services; ») Establishing criteria for: i) the processes; and Prepared and | Authorised and ‘Supersedes Effective Page: Signed by: Signed by: Document No. _| Date: 2022-03-22 Page 29 of 46 At Kes aa fj He Revision 2 L Bey iiZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Subject: Quality Policy Manual ii) the acceptance of products and services; ©) Determining the resources needed to achieve conformity to the product and service requirements; 4) Implementing control of the processes in accordance with the criteria; and ¢) Determining and keeping documented information to the extent necessary: i) To have confidence that the processes have been carried out as planned; ii) To demonstrate the conformity of products and services to their requirements. ‘The output of this planning is in a form suitable to ZOU’s method of operations. ZOU ensures, outsourced processes are controlled (See 8.4). 8.2 Requirements for products and services 8.2.1 Customer communication It is the policy of the Zimbabwe Open University to obtain and analyse student/client feedback and to document, timeously investigate and amicably resolve all complaints or concerns received. The University has a Call Centre to afford the student an opportunity to raise and discuss issues with the Centre for Student Management representatives who, in turn, ‘martial the issues to the relevant Units for resolution. Records of client feedback, complaints! ‘concerns are maintained and summaries showing the status of complaints) concerns are presented, every month, to the Management Committee Communication with Customers includes: a) providing information relating to products and services; b) handling inquiries, contracts, including changes; ©) obtaining customer feedback relating to products and services, including customer complaints; 4) handling or controlling customer property; and ©) establishing specific requirements for contingency actions, when relevant. Procedure for Handling Customer Complaints ZOMS PROC 8.2.1a Centre for Student Management Procedure ZQMS PROC 8.2.16 Internal Communication Procedure ZOMS PROC 8.2.1¢ Exhibitions Procedure ZOMS PROC 8.2.1d Media and Publicity Procedure ZOMS PROC 8.2.1e Fees Ordinance Number 1 Prepared and ‘Authorised and | Supersedes Effective Page: | Signed by: Signed by: Document No. _| Dat + | Revision 2 2022-03-22 | Page 30 of 46) 4 he l G kbc Hes &.T ZIMBABWE OPEN UNIVERSITY All Departments/ Units/Faculties Revision No.:3 ‘Subject: Quality Policy Manual 8.2.2. Determining requirements for products and services When determining the requirements for the products and services to be offered to customers, ZOU ensures that: a) the requirements for the produets and services are defined, including: i) any applicable statutory and regulatory requirements; and ii) those considered necessary by the organisation b) _ the University can meet the claims for the products and services. 8.2.3 Review of the requirements for products and services 8.23.1 The Zimbabwe Open University ensures that it has the ability to meet the requirements for products and services offered to customers. ZOU conducts a review before committing to provide services to a customer, to include: a) requirements specified by customer, including the requirements for delivery and post-delivery activities; b) requirements for ODel university ambience and tone; ©) requirements specified by ZOU Senate; 4) ZIMCHE, statutory and regulatory requirements applicable to the products and services; and ¢) contract requirements. ‘The customer’s requirements are confirmed by ZOU before acceptance, when the customer does not provide a documented statement of their requirements. 823.2 ZOU retains documented information, as applicable: a) on the results of the review; and ') on any new requirements for the products and services. Contract Review Procedure ZOMS PROC 8.2 Academic Registry Procedure ZOMS PROC AR 001 Deregistration of Courses ZOMS PROC AR 002 General and Academic Regulations 8.2.4 Changes to requirements for products and services ZOU ensures that the relevant documented information is amended and that relevant persons are made aware of the changed requirements, when the requirements for products and services are changed. | Prepared and ‘Authorised and ‘Supersedes Effective Page: ned by Signed by: Document No. _ | Date: | : Revision 2 2022-03-22 | Page 31 of 46 veutewe, Ge |ZIMBABWE OPEN UNIVERSITY 83 Subject: Quality Policy Manual All Departments/ Units/Faculties Revision No.:3 Design and Development of Study Programmes Itis ZOU policy to ensure that: i) the design and development of study programmes, related teaching and learning materials and service delivery is planned and effectively administered/controlled; ii) the University designs and develops programmes that address the gaps identified in the National Critical Skills Audit Report and related needs- assessment survey; iii) reference is made to the Minimum Bodies of Knowledge and Skills (MBKS), the Zimbabwe National Qualifications Framework (ZNQF), the Zimbabwe Credit Accumulation and Transfer System (ZIMCATS) and ZIMCHE standards; iv) the University involves clients, potential employers, ZIMCHE, regulators, academia and other stakeholders during design and development. The design and development inputs are reviewed for clarity and completeness by the Department, Faculty, and Teaching and Learning Committee of Senate. The outputs from design and development are verified against the input requirements by the Department, Faculty, Quality Assurance Unit, Academic Registry and Senate; v) the design and development of study guides and modules is systematically controlled by the Department, Faculty, Materials Development Unit and Quality Assurance Unit; and vi) all credit-carrying study programmes are submitted to ZIMCHE for accreditation prior to launch. ZOU will retain documented information that demonstrates that design and development requirements have been met. 8.3.1 Design and development changes ZOU shall identify, review and control changes made during, subsequent to, the design and development of programmes, to the extent necessary to ensure that there is no adverse impact on conformity to requirements. ‘The University shall retain documented information on; a) design and development changes; b) the results of reviews; c) the authorisation of the changes; and d) the actions taken to prevent adverse impact. Procedure for Design and Development of Programmes and Courses ZOMS PROC 83a Prepared and ‘Authorised and | Supersedes Effective Page: igned by: Signed by: Document No. _| Date: a - Revision 2 2022-03-22 | Page 32 of 46 Gi RAsre | GZIMBABWE OPEN UNIVERSITY All Departments/ U Revision No.:3 Subject: Quality Policy Manual Procedure for Module and Study Guide Development and Production ZOMS PROC 8.36 Procedure for Research, Innovation and Technology Transfer ZOMS PROC 8.3¢ Procedure for the Review of Products by University Senate ZOMS PROC 8.3d Procedure for the Quality Assurance of Design and Development of Programmes ZQMS PROC QA 001 8.4 Control of externally provided processes, products and services Itis the University’s policy to purchase externally provided processes, products and services in accordance with the Public Procurement and Disposal of Public Assets Act [Chapter 22:23]. The University ensures that externally provided processes, products and services are procured and delivered in time and conform to requirements b a) placing requisitions in time to allow due processes to be followed; b) determining the controls to be applied to externally provided processes, products and services; ©) determining and applying criteria for the evaluation, selection, monitoring of performance, re-evaluation of suppliers and retaining records of these activities; 4) communicating to suppliers the requirements for; (i). The processes, products and services to be provided: (ii) The approval of products and services, methods, processes and equipment and the release of products and services; (iii)competence including any required qualifications of persons; (iv)the supplicr’s interactions with the University; (v) how the University will control and monitor the supplier's performance; and (vi) verification and validation activities that ZOU, ZOU clients or regulators intend to perform at the supplier’s premises. ©) placing appropriate controls to ensure that externally provided processes, products and services do not adversely affect the University’s ability to consistently deliver excellent teaching and learning and conforming products and services to its clients. Procedure for Purchasing of Services and Supplies ZOMS PROC 8.4a Procurement Management Unit Service Charter ZOMS POL PM 001 Consumables ZQMS PROC 8.4b Effective Date: 2022-03-22 Revision 2 Page 33 of 46 at Preparedand ——_| Authorised and | Signed by: Signed by: _ & V bres gtiZIMBABWE OPEN UNIVERSITY __| All Departments/ Units/Faculties ‘Subject: Quality Policy Manual ‘Revision No.3 8.5 Production and Service Provision 8.5.1 Control of production and service provision It is the University’s policy to ensure that effective controls are implemented for the consistent delivery of impeccable quality products and services i.e., teaching and leaming, research, community engagement, innovation and industrialisation. The University avails relevant documents to define the characteristics of respective ZOU products, services and activities as well as the results to be achieved. Processes are monitored and measured at various stages to ensure that the criteria for control of processes or outputs and the acceptance criteria for the final products and services have been met. ZOU uses modem infrastructure in an environment that exudes the ambience of an ODeL University of choice. The processes. are performed by competent persons who meet the qualification requirements. ZOU study programmes are approved by Senate and accredited by the Zimbabwe Council for Higher Education (ZIMCHE) prior to launch. The performance of students is monitored and measured through formative and summative assessments prior to graduation. Any deficiencies are addressed before the completion of specific study programmes. Appropriate actions are implemented to prevent human error, Examination results are approved by Senate and ratified by Council, Graduates are approved by Senate and ratified by Council, and Alumni is coordinated by the Alumni Coordination Unit. Procedure for the Quality Assurance of Tutorials, Modules, Marking, and other University Processes ZOMS PROC 8.5a Procedure for Examinations Management ZOMS PROC 8.5b Procedure for the Coordination of Programmes ZOMS PROC 8.5¢ Teaching and Learning Policy ZOMS POL PVCAA 002 Plagiarism Policy ZOMS POL PVCAA 003 Plagiarism Procedure ZOMS PROC PVCAA 001 Quality Assurance Guide for Tutors ZOMS POL PVCAA 004 Audit Committee Ordinance Number 7 Academic Registry Procedure ZOMS PROC AR 001 Deregistration of Courses ZQMS PROC AR 002 Internal Audit ZQMS PROC AD 001 Centre for Professional Development ZQMS PROC CPD 001 Publications Policy ZOMS POL PUB 001 Registrar's Unit Hand Book ZOMS POL REG 001 Security Policy ZOMS POL SEC 001 ‘Student Management ZOMS PROC CSM 001 Students Sports Policy ZQMS POL CSM 001 Client Service Charter ZQMS POL PRM 001 Prepared and ‘Authorised and | Supersedes Effective | Page: Signed by; Signed by: Document No. _| Date: | y pe Revision 2 [2022-03-22 | Page 34 of 46 sefee | 1ZIMBABWE OPEN UNIVERSITY __ | All Departments/ Units/Faculties Subject: Quality Policy Manual Revision No.:3 8.5.2 Identification and Traceability ZOU teaching and learning programmes, courses, study guides and modules have unique alpha numeric identification codes. ZOU Certificates are identified and traced through a serial number. ZOU students are assigned unique Personal Identification Numbers. Procedure for Identification and Traceability ZOMS PROC 8.5.2a Control of Data Procedure ZOMS PROC 7.5f 8.5.3 Property Belonging to Students or Suppliers ZOU exercises due care with rented or hired facilities, students’ personal data and intellectual property while it is being used or under the University’s control. Such property is appropriately identified, verified, protected and safeguarded. In the unlikely event of loss, damage or impairment, ZOU reports this to the supplier or student and keeps records on what has occurred. Intellectual Property Policy ZOMS POL Procedure for the safe handling, transport and storage of equipment ZOMS PROC 7.1.3d Procedure for Safeguarding Equipment from Unauthorised Adjustments ZOMS PROC 7.1.3e Procedure for Purchasing of Services and Supplies ZQMS PROC 8.4 Security Policy ZOMS POL SEC 001 Security Procedure ZQMS PROC SEC 001 8.7 Control of Non-Conforming Outputs 8.7.1 To ensure timely detection, identification and control of outputs that do not conform to their requirements, it is ZOU policy that all staff have the responsibility to report when any aspect of the University’s work or the results of this work does not conform to its own procedure, regulatory requirements, teaching and learning programme regulations or ODeL University standards. The respective Department/Unit Head has responsibility and should seek the authority of Senate to take appropriate action afier evaluating the nature of the non-conforming work and its effect on the conformity of products and services. The University verifies conformity to the requirements whenever non-conforming outputs are corrected, 8.7.2 ZOU shall retain documented information that: a) describes the nonconformity; 'b) describes the actions taken; ) describes any concessions obtained; and Prepared and Authorised and | Supersedes Effective Page Signed by: Signed by: Document No. _| Date: - ~~ | Revision 2 2022-03-22 Page 35 of 46 ot gt bh Kiawere, | @- 7