Quality Assurance is all pervasive. If you want a ‘quality’ eLearning course, every team member-be it project manager, instructional designer, courseware developer or the technology team- should be champions of quality. Quality Assurance team is a mere end point for ensuring quality.
If your customers are happy with your eLearning product, they become the marketing champions of the company, and promote your services to others. If they are not happy with the eLearning product you created, they can erode the reputation of the company.
Hence, developing a course, which meets quality standards, is the key to customer satisfaction and company’s growth.
But, what is quality? Quality assurance can be “When you have a customer, treat him well.”
The general definition of quality is “meeting customer requirements”. But what is that?
- Customers dream of a course, which can be delivered within no time, with zero or minimal cost.
- Their requirements are constantly changing.
- The minute they get something, they want something else.
- Meeting expectations can be multi -dimensional.
- ‘Quality’ would be to reduce cost and meet requirements with exceptional service.
Quality is personal: It is highly dependent on the perceptions of the various stakeholders – Project sponsor, Training manager, SME, Trainees etc., each of whom has different quality expectations.
Given below are some of the expectations of the various stakeholders:
|Stakeholder||Possible Expectations of eLearning Quality – to|
|Project Sponsor||Get the best ROI from this eLearning –‘ Value for Money ‘|
|Training Manager||Roll out this training within 30 days|
|Subject Matter Expert||Be able to give all his 20 + yrs. of knowledge in this 30 minute course|
|Trainees||Have an engaging and interesting course which takes the minimum time to complete.|
Clients have unexpressed (not talked about) expectations. Quality has to be vocalized, as expectations change with time, cost, location etc.
Therefore, quality is not only about meeting client expectations; it is meeting mutually defined and agreed upon expectations of customer and vendor. This is the Key for a quality product!