SECTION 7: PRODUCT/SERVICE REALIZATION

Planning of Product /Service Realization

It includes identification of student needs, curriculum and course design, development of course materials and deliverables, brought in services, tracking of all course phases /components, control of all educational and administrative processes and also the training to the teachers. In Beachonhouse School system the planning of the products is done by director development (DD) in support with the chairperson of the school system. Advertisements on the school website and press are available. In planning department determines the following evaluation procedures which are made according to the requirements of classes and by the head office committee and the school group committee. a) Normal ages of pupils at the time of admission Class Pre-Nursery (Montessori) Nursery Kindergarten I II III IV V VI Age 3+ 4+ 5+ 6+ 7+ 8+ 9+ 10+ 11+

VII VIII IX X XI / O Level A Level first year

12+ 13+ 14+ 15+ 16+ 17+

b) c) d)

The need for the following process Admission Teachers recruitment Teachers training Internal Assessment / Reporting Scholarships and Fees The school system also ensure the need of the following infrastructure Land Building on Freehold land Building on Leasehold land Furniture & Fixtures Vehicles Computer Equipment Office Equipment Educational Equipment Ground Equipment Sports Equipment Library and its books For checking all classes and the records of teacher and students BSS uses the BEAMS which helps you to access the beachonhouse web module

Process flow chart:

The process includes the program areas like: INPUT: The requirements set by the needs of the customer that are the best practices and is translated into the curriculum design Student requirements Parents expectations Govt. regulations Social trend on education Higher education status and scope Curriculums formulation School discipline and behavior management Memorandum registration at branch (laboratories and libraries ) School maintenance and repair program

Process Program deliver

Teaching methodology Various courses conducted Test examination methods Evaluation techniques and ranking system Support to student who lag behind

Student process
Recruitment notice and publicity Admissions and enrolment Students Attendance Orientation to the new comers Distribution of study material and kits

Group allocation for various activities Placement in classes discipline monitoring Terminal exams Parents teacher meetings Performance records maintenance and distribution Scholarship & Financial Aid Inquiry Procedure Branch audit Course work and final examination Assessments and Results Start of next session

Outcomes
With rigorous standards that demand up-to-date teaching skills and a range of challenging programmers, the Beaconhouse School System brings success within the reach of every student. Some of the outcomes include New programs Co, extracurricular activities Lab/practical assignments Projects works Recommendations

7.2) Customer Related Processes 7.2.1) Determination of Requirements Related to the Product The BSS's product is the educational programs, courses, and services that it provides. The BSS's primary client, the student, expects: the education to meet stated standards and outcomes;

 the education to be current & relevant; the product to provide them with the opportunity to receive education & training that will assist them in meeting the requirements of the modern life any support services to meet or exceed the normal standard for the educational service Educational programs and courses can essentially be divided into three broad types: 1. Early Years (Nursery and Pre-Nursery) 2. Primary (Grades 1-5) 3. Secondary (Grades 6-13 New programs are subject to approval by the BSS Board and Management Executive Committee. For new programs the determination of requirements related to the program is a result of several processes. First and foremost the primary objective of any of the School's programs and courses is to provide an educational product that is relevant. During the development of the programs this is attained through the contribution by representatives from the program advisory committee and school group office committee processes. Factors such as any regulatory requirements are also identified and included in the delivery of the programs. Other requirements, identified and delivered by the BSS, are part of the normal service of providing education to student. Course outlines and curriculums are developed for all three categories and outcomes are identified. 7.2.2) Review of Requirements Related to the Product The review of requirements related to new programs is conducted through the design and development processes. Programs may also be reviewed by Advisory

Committees, the Curriculum Services Department of the BSS and by school group head on an on-going basis. Formal and informal feedback provided by students parents, recommendations from staff, and a desire to keep programs current and relevant, all drive an on-going review process. Potential students and parents are made aware of program requirements through various marketing information sources and communications from the Office of the Registrar. Within the first few days of starting their program, new students are provided with orientation sessions and relevant information relating to program Before any contract or customized training course is finalized for staff it is reviewed to ensure that: teachers requirements are clearly defined; where the teachers will be supplying facilities equipment and/or materials, necessary procedures are followed; the BSS has the capability to deliver the training; any differences between initial proposals and final specifications are resolved 7.2.4) Customer Communication Documented procedures have been established to control program and continuing education marketing, student recruitment, and admissions and registration processes. All inquiries regarding programs are initially handled by the Admissions Office. Admissions staff may redirect inquiries as appropriate in order to provide customers (clients) with the best response to their inquiry. Requirements for all categories are defined through the BSS Calendar and the BSS Website. Student orientation sessions generally provide students with a broad range of information on the Beaconhouse School Systems, their program, what is expected of them as students, and the various services provided by the BSS

7.3) design and development

7.3.1) Design and Development Planning Program and course initiation, design, development, and approval processes are carried out in accordance with detailed documents that include a Board Regulation, Administrative Regulations, and Quality Procedures programs and are dealt with separately due to their differing levels of complexity. All new programs are subject to approval by the board of directors, the Management Executive Committee, and the chief Executive Director. Curriculum design and development of programs is overseen by the director development (DD). Individual program design projects are allocated to and led by specific members of staff, who are responsible for opening a Design and Development File and establishing a Design and Development Plan which at a minimum: Provides an overview of the development required; Identifies the staff to be involved and their responsibilities; Identifies the resources required; Includes time frames for various development phases and for overall completion of the development; Identifies and describe, including when they will occur, the review, verification and validation processes that will be used; includes time frames for implementation of the revision; The design process includes the generation of time tables charts/specifications, learning guides and other supporting material. 7.3.2) Design and Development Inputs For each program being developed or undergoing a major revision design input and output requirements are defined, and review, verification, and validation activities are performed at appropriate stages, in accordance with the Design and Development Plan.

The design and development of the program also considers appropriate BSS standards regarding program design and development, applicable entrance and pre requisite requirements, and applicable academic, regulatory or other requirements that may be required. Inputs are reviewed for adequacy to determine if they meet requirements and to ensure they are not in conflict with each other. Related to service requirements will be determined and related records will be maintained. The inputs include the followings: i) ii) Functional and performance requirements. Applicable statutory and regulatory requirements (i.e. Policies from Higher Education Commission, University's Rules and Regulations etc.). iii) Other requirements essential for design and development of curriculum.

7.3.3) Design and Development Output Design and development outputs for new operation normally consist of a schedule Chart, Budget, Curriculum Outlines with outcomes and competencies, Delivery Plan, Instructional Material, and Assessment Criteria. Prior to delivery of the training, the appropriate chief Executive Director (CED), in consultation with the director development (DD) ensures the operational program is sufficiently developed, to permit delivery of the training to the students. During this process the design and development outputs are verified against the inputs. Also, within three to six months of a new operation startup or after a operation that has undergone a major revision restarts, the Director Development (DD), conducts a formal internal evaluation

7.3.4) Design and Development Review Preliminary and Final Design reviews and, when necessary, additional intermediate reviews, are specified in the operational Development and Implementation Plan. As part of the design review process, outputs are compared with Design input requirements and any necessary action will be taken to address discrepancies. Participants of reviews represent the necessary expertise to perform the review. All reviews are documented in the form of minutes of meetings which clearly identify actions to be taken, personnel responsible and completion dates for actions. Annual Advisory Committee or equivalent committee meetings review evaluation summaries and other relevant data. The Committee reviews schedule charts, curriculum and course outlines. Recommendations are forwarded to the chief Executive Director/Director and the director development. 7.3.5) Design and Development Verification The Director development (DD) coordinates the verification and validation of new or revised operational development. Verification and validation activities are included in the Development and Implementation Plan. All verification and validation activities are documented and clearly describe the activity, when it was conducted, what part of the design was involved, what actions, if any, are to be taken, the personnel responsible and any follow-up required. Verification in the design and development of educational programs may include the following: comparing the operations to established BSS standards with regard to operation and program development; comparing the operation and program to an existing National Standard or accreditation standard;

 having the operation and program, or portions of it, reviewed by experts testing all or portions of the operation and programs by piloting with a group of students reviewing the curriculum developed to ensure it meets the requirements that were identified by the Advisory Committee; reviewing the curriculum developed to determine if the desired outcomes are being met.

7.3.6) Design and Development Validation The process of designing educational programs has two primary objectives: to meet the needs of the recipient of the education (the student) To meet the requirements of the industry or business where the student will ultimately work. Therefore the objective of validating an educational program is to determine if the program is meeting both of these primary objectives. Validation may occur through a number of defined processes such as: Formal internal evaluation by the evaluation team within three to six months of program startup or restart When the program is required to meet an existing National Standard or an accreditation review by an external body, this may form part of the validation requirements; conducting parents reviews such as through questionnaires, progress and success reviews, and other feedback mechanisms, on an ongoing basis during the initial offer. 7.3.7) Control of Design and Development Changes Minor changes to curriculum design and delivery are generally part of the day to day program delivery process and are made as required by teacher. However, when the need for more significant changes, such as the addition or

deletion of some chapters or related things or significant rewriting of the developed curriculum is indicated by staff or from the results of evaluations, the director development, the originators of the program design, and/or the Program Advisory Committee will be consulted. Any changes to the design will be reviewed and approved as required by BSS chairperson before any material is reissued.

7.4) Purchasing 7.4.1) Purchasing process Purchase Committee reporting to the Head of that Branch is responsible for local Procurement, and may also request the Procurement & Asset Management (P&AM) staff of SGO/RO/HO to perform Procurement on their behalf and vice versa. The PC provides recommendations / approval of comparative statement of quotations in accordance with the authority delegated by the Limits of Financial Authority Subject to the Procurement authority delegated, relevant officer of the Branch (Branch accountant/member of PC) shall initiate PR as per annual budget. Purchase requisitions shall be pre-numbered. There should be following copies of PR. 1st copy Retained by the Branch 2ndCopy For Invoice PR shall be approved by the Branch Head. PR shall not be mandatory for any procurement of up to Rs.2, 000. A Request for Quotation (RFQ) shall be used for the Procurement of items having cost/value more than Rs. 25,000 per item/transaction. From the submissions received the PC shall shortlist the vendors who are best suited to the Company. Following may also require

approval from relevant competent authority as per Limits of Financial Authority. In such cases Branch Head shall seek approval in accordance with the said Policy. Unbudgeted expenditure Procurement of items at an increased price than the budgeted price Issuance of purchase order (po) Purchase Order / contract shall be signed as per the authorities defined in the Limits of Financial Authority.

7.4.2) purchase information Branches are responsible for forwarding yearly Procurement requirements for their respective domains and submit it to Budget Committee for review and approval by the CE, through proper channel. The budget shall contain the following information: Type of products or services including specifications following the Company nomenclature for products and services. Estimated quantity (number of units). Estimated value in Pak Rupees. Delivery date or expected time period when the products are required to be delivered or the services required to commence. Any other relevant information, e.g., locations where goods and services are required if different from the requisitioners office. The budget shall be completed and submitted to the respective SGO which after rationalizing and consolidating shall forward it to respective RO. Based on the said deliverables, P&AM Head shall prepare Procurement plan for the year. Head P&AM shall identify in its Procurement plan, items to be procured directly by its representative offices in ROs / SGOs / Branches. Head P&AM department would ensure that such decisions are made on timely basis and information

disseminated promptly to P&AM department sub offices / representatives for effective and efficient execution of Procurement function. 7.4.3) Verification of purchase products Members of PC shall perform inspection of goods as soon as possible after the delivery, as defined in the contractual terms and conditions, since this action commences the payment obligation. Comparison will be carried out of the items ordered and received with reference to the purchase order/Purchase Requisition. Quantity, quality, rate etc

7.5) Production and Service Provision 7.5.1) Control of Production and Service Provision The planning, delivery, monitoring, and review of programs and courses are controlled in accordance with a comprehensive range of procedures. Study Planning and Delivery A Curriculum Plan is required for all grades and also for A-levels and O-levels. For continuing education courses a course outline is prepared. Where appropriate, Planning, Advisory, and Review meetings are held. Regional head Managers oversee the delivery of all programs and courses. A range of procedures set out requirements for: courses planning and delivery scheduling of student activities student orientation reviewing student progress and dealing with concerns dealing with situations of student misconduct program-related meetings, including student review meetings monitoring student attendance

7.5.2) Validation of Processes for Production and Service Provision As noted earlier in 7.2.1 of this document, the College's product is the educational programs, courses, and services that it provides. Section 7.1 described product realization as applying to those processes which impact directly on the BSS's provision of education and training and related student support services. The following processes were identified as being relevant to supporting product realization: Marketing & Recruitment Admissions & Registration Student Exit Provision of Student Support Services Design and Development of Curriculum Purchasing of Equipment Other Support Services (includes Library, Bookstore, computer services & student finance related services)

7.5.3) Identification and Traceability Tracking is achieved via a number of different procedures, which record: student applications, registrations and transfers; the status of course delivery; individual student progress; attendance, where this is a requirement;

7.5.4) Customer Property Customer property may include, but is not limited to, personal information received from potential employees, and students such as names, social security numbers, addresses, phone numbers, or other data. The school system exercises care with this information while it is under the school systems control or being used by the school system. The school system identifies, verifies, protects, and safeguards this information and adheres to the Educational Rights and laws and requirements. The school systems technology department provides a secure

network to assist in safeguarding this information. The results cards , assignments and practical projects made by students are also considered as their property. 7.5.5) Preservation of Product The conformity of educational programs and the graduation credentials provided by the College is controlled through the Board Policies, Board Regulations, Administrative Regulations and Quality Procedures. Regional head officer are responsible for designating school group head to be responsible for development and delivery of continuing education courses, including contract/customized training. They, sometimes in consultation with RO in the ensure the conformity of these courses to stated standards and/or requirements.

SECTION 8: MEASUREMENT, ANALYSIS, AND IMPROVEMENT

8.1) General The BSS uses a range of performance indicators to evaluate the quality and success of school system. These indicators are compiled yearly by the school group office committee (SCOC) from a combination of internally generated satisfaction surveys) and a report is prepared and circulated to the Management Executive Committee and the Quality Coordinator. The indicators are used to identify performance trends, and provide a basis for strategic decision-making and improvement. In addition to feedback provided by students and their parents also provide the BSS with a valuable source of information regarding school performance and activities. Minutes of head office Committee and school group office committee meetings are recorded and circulated to staff and various members of BSS management. Internal reviews of curriculum by the evaluation team and internal quality audits are used to ensure conformity within the Quality Management System.

8.2) Monitoring and Measurement 8.2.1) Customer/student and parents Satisfaction Students and parents satisfaction is measured through various means identified under section 8.2.3. Processes are in place to ensure information obtained regarding their satisfaction is analyzed and considered in the Beaconhouse school systems planning processes. 8.2.2) Internal Quality Audits For internal audit Beaconhouse School System have their own internal evaluation team who visit every branch of BSS and examine each and every department, process, operation and even the teaching staff of the branch. The evaluation team visits the branch on their own will when they think there is a need to evaluate that specific branch. The branch head responsible for the area being audited ensures that actions are taken without undue delay to eliminate detected nonconformities and their causes 8.2.3) Monitoring and Measurement Processes A number of procedures include steps for determining the satisfaction of students and their parents. Parents are provided with information regarding school expectations and outcomes through either marketing information or by teachers during PTM (parents teachers meeting). All parents are given an opportunity during PTM to provide feedback. Students, as well as any individual from the school, can at any time lodge a formal complaint regarding the school or any of the services provided by the BSS Students who are dissatisfied with a rating, grade or other decision that affects their academic standing may also lodge their complaints The BSS's Website also provides a forum for providing feedback regarding the website, the School system, or any other aspect of the school's operations. Some branches of the BSS also conduct their own internal reviews and satisfaction surveys to gage both student and staff satisfaction levels.

8.2.4) Monitoring and Measurement of Product The BSS's product (design and delivery of education and training to teaching staff including support services) is delivered through the processes identified under section 7 of this document. Monitoring of these processes is included in the procedures identified and through the Management Review process 8.3) Control of Nonconforming Product When possible, any nonconformity with regard to the provision of service to the students, is dealt with by the staff or management member(s) who are directly involved. Staffs are required to identify, document, and take timely action to address problems that fall within the scope of the Quality Management System. Problems that cannot be handled at a particular level are referred upwards to the regional head. Documented procedures address problems associated with: curriculum delivery student progress and discipline general administration and services harassment and discrimination purchasing

And for the solution of these problems and behavioral misconduct refer to section 4.1 8.4) Analysis of Data BSS determines, collects and analyzes appropriate data to demonstrate the suitability and effectiveness of the QMS and to evaluate where continual improvement of the QMS can be made. The analysis of data provides information relating to, but not limited to: students and parents satisfaction, conformity to product requirements,

 characteristics and trends of processes and products, including opportunities for preventive action, and vendors. The results of analysis are reported per the Management Review Process to determine: trends, student and parents satisfaction, effectiveness and efficiency of the school processes, benchmarking, progress in meeting the school systems quality objectives

8.5) Improvement 8.5.1) Continual Improvement Continual improvement of the Quality Management System is inherent in many of the system procedures and processes. Through internal evaluation, investigations into complaints, users requesting concessions, management review, monitoring of processes, reviews of feedback, input from Advisory committee the QMS is under constant surveillance for ways to improve the delivery of service to the student and the society. Student and parents feedback and teachers opinion and performance indicators contribute to the identification of opportunities for improvement and/or remedial action. BSS staff may also initiate an improvement initiative by completing and submitting an Improvement Initiative Proposal. An improvement initiative is an opportunity to improve some aspect of the BSS 8.5.2) Corrective actions Any factors that are causing, or have the potential to cause, problems within the Quality System are investigated, and appropriate corrective action is taken. All

Corrective Action Requests are forwarded to the Quality Coordinator who generally assigns them to a school group head officer for action. 8.5.3) preventive actions Whenever a nonconformance, problem, or other adverse factor is investigated, preventive, as well as corrective action is sought to help prevent future occurrences of the situation. In some situations the only action that can be taken is preventive Internal evaluation teams reports also include a section where auditors can provide recommendations or make observations for the benefit of those being audited.