Developing open learning materials from initial specification through authoring, piloting and testing to the finished product is a complex process involving many stages for checking, assessing, editing and reviewing. The early units of this module concentrated on the process of specifying materials to meet the needs of learners and the organisation. Ensuring materials match these needs and adhere to the specification is an important aspect of the development process. To achieve this you need to establish a ‘quality system’ which sets out the procedures to make sure that the aims of the programme are met.

In this unit you will consider how to develop a quality system tailored to the needs of developing open learning materials and how to use specific tools and techniques such as house style. It brings together two areas of quality systems and usability.

Having completed this unit you should be able to:

• devise a basic quality system for open learning materials development

• define the areas to be covered in an organisation or project house style for learning materials

• specify when to use piloting and developmental testing within the materials development process

• apply a usability-based approach to materials development

The unit deals with two overlapping but often separate ideas and techniques - those of ‘quality’ and ‘usability’.

Quality management and quality systems are techniques drawn from the field of management. There are a variety of approaches with most centring on the idea of quality as ‘fitness for purpose’, with the purpose of meeting the needs of customers or users.

Usability covers a range of techniques and process drawn originally from the fields of software development and human-computer interaction (HCI). It centres on ensuring that software and systems are easy to use and reflect the needs of their users.

Both processes are relevant to the development of open learning materials particularly those using multimedia, telematics or other learning technologies. This unit brings usability techniques into a broader quality management approach.

Establishing quality procedures and systems for materials development depends on :

• identifying the stages in the development process

• clarifying the tasks involved at each stage and using approach tools to guide and monitor those tasks

• setting standards and criteria relevant to each stage

• monitoring performance against requirements

• establishing systems for continuous improvement

• managing for quality

Setting standards for quality implies defining what it is you should achieve in a way which will meet the expectations of all who will review the materials developed by your system. Quality can mean different things to different people and you will need to establish the basis for the achievement of quality prior to determining performance criteria and setting standards.

Use the table below to assess the quality achieved by your organisation in providing open learning materials. First list the products or services provided. These might be open learning packages or courses. Then list the processes you use to develop these products such as training needs analyses, specifications, learner profiles. For each item, rate their quality on a scale of 1 to 6 where 6 is excellent and 1 is poor. In making your rating assessment, you will need to use your own understanding of the meaning of quality.

If you are not yet producing learning materials, you can use this activity to make a preliminary list of processes you might use to ensure quality - this list will be refined and developed further as you work through the unit.

Quality standards

The word ‘quality’ implies a high standard of performance from and satisfaction with a product or service. Many sectors of industry are concerned with ensuring that their products meet customer needs and achieve customer satisfaction. This has resulted in a common approach to quality found in the ISO 9000 series of standards set in place by the Interntional Standards Organisation (ISO) in 19.. and adopted since by most other standardisation bodies like the European Committee for Standardisation. The focus of this standard is on a producer developing products which meet the needs of a customer. If customers needs are met then quality standards are achieved. Using this understanding of quality you will appreciate that quality as a concept exists only through the perception of a customer.

In the context of developing open learning materials, this concept may be too narrow and restricted. Customer needs and expectations may not be sufficient to ensure the attainment of quality in open learning materials.

In a few words, note the meaning of quality you have used in completing activity 7.1:

This initial activity should have enabled you to clarify your own perception of the quality of any material you already produce. Below, highlight any aspect or process where you feel there is a quality problem. You need to decide what score constitutes a 'problem', but as a guide, anything you have rated at 4 or below should be viewed as capable of significant improvement. Use the table overleaf to summarise any action you need to take.

Particular problems with using the ISO 9000 approach could include:

• internal or external customers misinterpreting learners’ needs

• customers lack of understanding of open learning methodology

• producers ill informed on good open learning practice

• producers lack of expertise in working to publication standards

An alternative approach to quality favoured by may larger organisations has been to develop the idea of ‘business excellence’. In this approach, a striving for excellence in all aspects of an organisation’s performance becomes a central goal of that organisation.

One of the most widely used versions of this approach is the model used by the European Foundation for Quality Management. It considers quality by the self assessment of an organisation under nine headings:

• leadership

• policy and strategy

• people management

• resources

• processes

• customer satisfaction

• people satisfaction

• impact on society

• business results

In seeking to ensure the quality of open learning materials and the processes by which they are created, you need to devise an approach which:

• is practical

• can be understood and ‘owned’ by all involved

• is appropriate for the activity involved

• fits with any overall approach to quality used by your organisation

The next activity gives you a opportunity to begin this process by establishing a number of criteria to assess and manage the quality of the materials and processes you use.

Note the key criteria you will use to assess how your organisation will produce quality products or services. To help you, we have identified one of the most commonly used criteria.

Other criteria you may have listed include:

• meeting the needs of learners

• materials reflect best practice in open learning

• materials help staff achieve business objectives

• effective production systems in place

• technical content of materials checked by subject matter experts

• materials completed on time and when required

• materials are maintained on an up to date basis.

So far in this unit you have seen that quality, as a concept, can be defined in a number of ways. Meeting the needs of your customers and learners is too restricted for open learning development. The quality concept requires a wider definition so that anyone involved in materials development can:

• understand and apply effective open learning practice

• communicate good practice to their customers

• establish production systems to publication standards

• research effective methodology as used elsewhere

• maintain and develop their expertise in open learning methodology and application.

This wider concept of quality requires:

• information

• communication

• systematic procedures

• use of appropriate tools and techniques.

   

• Information

• producers are well informed on developments and applications in open learning

• producers collect, assess and review the information available from customers

• Communication

• good practice is communicated to the customer (internal or external) who is briefed on the options for materials development and their likely results

   

• Systematic procedures

• procedures are in place to ensure that information is available when it is required and it flows effectively to those who should receive it

• standards are set for each stage of the development process and are adhered to

• review and updating of procedures is a continuous process

   

• Tools and techniques

• use best practice methods to achieve goals

• select and use techniques appropriate to media used.

The materials development process brings together some of the issues you have covered in this module - specifying products - with issues of house style, production and pilot testing.

To be effective, a quality system for materials development will need to include:

• updating of procedures is a continuous process

• managing policy for adherence to quality standards

• specification process to ensure that the materials will meet customer and learner needs

• house style to define the style and approach of the materials

• production procedures to ensure that the materials meet publication standards

• pilot testing to confirm that materials meet learner expectations

• a process of continuous monitoring, updating and review

A development system for open learning materials requires thought, planning and allocation of tasks to those responsible. It is likely that certain areas will be more important for your organisation to deal with at an earlier stage than others. Using the table, rate the six areas in rank order of importance for action. Then consider who might be responsible for establishing the policy, systems and procedures in that area.

1. Managing a quality system - management, policy

    

2. Specification format

    

3. House style - rationale, content

    

4. Production process

    

5. Pilot testing & usability

    

6. Monitoring, review, updating

    

Your assessment of the relative importance of these key areas will influence your priority concerns for establishing systems in each if them. These key issues will br broadly considered under the following headings:-

• Managing the process

• Specification stage

• House style

• Evaluating learning materials in development

You might like to work through these areas in the order which reflects your ranking.