An Integrated Management Approach in a Higher Education Technology Support Unit

Boyd, Lesley G. and Fresen, Jill W. (2013). An Integrated Management Approach in a Higher Education Technology Support Unit. In: Benson, Angela D.; Moore, Joi L. and Williams van Rooj, Sharon eds. Cases on Educational Technology Planning, Design, and Implementation. IGI Global, pp. 206–228.



This case study is located in the Department for Education Innovation (EI), a teaching and learning support unit at the University of Pretoria in South Africa. The initial problem was the need to apply project management and quality management principles to the services offered by the department to faculty members. The authors describe the implementation of a formal, online, process-based Quality Management System (QMS) designed to self evaluate, document, and improve the Instructional Design (ID) process that guides the development of educational technology solutions in EI. The project was completed in 2005 and was included in a CEN (European Committee for Standardization) Good Practice Guide for outstanding implementations of quality approaches in e-learning. The QMS provides a mechanism to support a consistent project management approach, and the case illustrates successful integration between three cycles: Project Management (PM), Quality Management (QM), and the ADDIE (Analysis, Design, Development, Implementation, and Evaluation) instructional design process.

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