Application of the "Consumer risks" method in the quality management system of the university

Abstract

The article discusses the approach to ensuring the satisfaction of consumers of educational services in the quality management system (QMS) of the university in the context of a risk-based approach. The problems connected with identification and resolution of personal risks of the parties interested in educational services are investigated. The analysis of tools for identifying personal risks of consumers and their transformation into the characteristics of educational services is carried out. The expediency of using the proposed «Consumer risks» method, which is a modification of the «Consumer Voice» method known in quality management and allows extrapolating the personal risks of interested parties into the requirements and then into the characteristics of educational services expressed in professional terminology that is understandable for implementation by the university management, is argued. The procedure of statistical substantiation of managerial decision-making on the priority of choosing the implementation of the characteristics of educational services extrapolated from the personal risks of consumers is proposed. The considered approach allows not only to ensure the satisfaction of consumers of educational services, but also to anticipate their expectations.