Checklist NRTO Full Audit Page 1 from 16 Version 1 July 2021 The audit for the NRTO quality mark will be conducted by a certifying body. Prior to the audit, we will request you to personally review and complete the full checklist. In the intermediate years, you monitor the quality by means of a self-assessment based on this checklist. Submit the checklist and attach the quality declaration and keep a record. You will be requested to show this record during the re-audit. If the answer is 'no' or 'N/A', please explain the answer. See www.nrto.nl/keurmerk for more information. We wish you all the best in successfully completing the checklist. Kind regards, Niek Jan van Kesteren, Chairman of the NRTO Tip for use: Fill in your details on the cover page and then save the document. Subsequently, you can continue to fill in the rest of the checklist. *Learning activities are defined as course/ training/ service/ programme/ e-learning module/ simulations/ animations/ etc. Type of audit or ____ self-assessment NRTO member: ____ Name of form signatory ____ Auditor ____ NRTO quality requirements An NRTO member.. Is transparent about its product or service. Is clear about the outcomes of learning activities*. Employs expert teachers, trainers and advisers and other staff. Invests in the expertise of its staff. Has a complaints procedure. Is committed to continuous improvement. Measures customer satisfaction. Fulfils agreements made.
Transcript
Checklist NRTO Full Audit
Page 1 from 16 Version 1 July 2021
The audit for the NRTO quality mark will be conducted by a
certifying body. Prior to the audit, we will request you to
personally review and complete the full checklist.
In the intermediate years, you monitor the quality by means of a
self-assessment based on this checklist. Submit the checklist and
attach the quality declaration and keep a record. You will be
requested to show this record during the re-audit. If the answer
is 'no' or 'N/A', please explain the answer.
See www.nrto.nl/keurmerk for more information.
We wish you all the best in successfully completing the checklist.
Kind regards,
Niek Jan van Kesteren, Chairman of the NRTO
Tip for use: Fill in your details on the cover page and then save the document. Subsequently, you can continue to fill in the rest of the checklist. *Learning activities are defined as course/ training/ service/ programme/ e-learning module/ simulations/ animations/ etc.
Type of audit or ____ self-assessment NRTO member: ____ Name of form signatory ____
Auditor ____ NRTO quality requirements
An NRTO member..
Is transparent about its product or service.
Is clear about the outcomes of learning activities*.
Employs expert teachers, trainers and advisers and other
1.1 The NRTO member provides truthful and accurate information (in writing or verbally) to potential clients.
Yes No N/A
☐ ☐ ☐
note
1.2 The NRTO member respects the advertising code. Advertising presents a true picture and refrains from any suggestion of unachievable results.
Yes No N/A
☐ ☐ ☐
note
1.3 The NRTO member does not advertise non-recognised 'degrees'.
Yes No N/A
☐ ☐ ☐
note
1.4 The NRTO member refrains from aggressive competitive expressions.
Yes No N/A
☐ ☐ ☐
note
1.5
If applicable, the NRTO member reports at least the following information in the study guide or information, or on the website, if it concerns open registration: (Please note: for examining bodies, the points a, b, c, d, g, j, k, p and q apply as a minimum).
a. The name of the learning activity.
Yes No N/A
☐ ☐ ☐
note
b. The content of the learning activity.
Yes No N/A
☐ ☐ ☐
note
c. The level of the learning activity.
Yes No N/A
☐ ☐ ☐
note
d. The length of the learning activity (excluding study load, only activities from NRTO member).
Yes No N/A
☐ ☐ ☐
note
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No. NRTO requirement Assessment Notes/comments
1.5
e. The objectives of the learning activity.
Yes No N/A
☐ ☐ ☐
note
f. The study load for the customer, i.e. the time the customer spends on it in hours p/w including preparation, consultation, etc.
Yes No N/A
☐ ☐ ☐
note
g. Qualifications that can be obtained. Including, if applicable, internal (school) and / or external (branch / state) examinations for which training is provided.
Yes No N/A
☐ ☐ ☐
note
h. The number of final tests or examinations in the learning activity as well as any re-sit options.
Yes No N/A
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note
i. Exemptions Policy.
Yes No N/A
☐ ☐ ☐
note
j. The target group for whom the learning activity is intended.
Yes No N/A
☐ ☐ ☐
note
k. The starting level to be taken into account (i.e. any requirements relating to existing qualifications/education).
Yes No N/A
☐ ☐ ☐
note
l. A clear explanation of the special conditions set by the NRTO member or by the relevant authority for the learning activity or for the study agreement (contract).
Yes No N/A
☐ ☐ ☐
note
m. Information about the study material provided and/or about study material to be purchased.
Yes No N/A
☐ ☐ ☐
note
n. Information about the availability of the online product, including disclaimer. only applicable to providers where online learning is (part of) the learning activity, such as blended.
Yes No N/A
☐ ☐ ☐
note
Version 1 July 2021 Page 4 from 16
No. NRTO requirement Assessment Notes/comments
1.5
o. The NRTO general terms and conditions for the consumer market and/or our own general terms and conditions for the B2B market.
Yes No N/A
☐ ☐ ☐
note
p. The NRTO code of conduct for the consumer market and/or business market.
Yes No N/A
☐ ☐ ☐
note
1.6 Relating to customised courses, the NRTO member describes the following information in the quotation (For providers where online learning is (part of) the learning
activity, at least points a, b, d, e, f, l, n and o apply. For examining institutions, the points a, b, c, d, g, j, l, q and r apply as a
minimum):
a. The name of learning activity.
Yes No N/A
☐ ☐ ☐
note
b. The content of the learning activity.
Yes No N/A
☐ ☐ ☐
note
c. The level of the learning activity.
Yes No N/A
☐ ☐ ☐
note
d. An indication of the length of the learning activity.
Yes No N/A
☐ ☐ ☐
note
e. The objectives of the learning activity.
Yes No N/A
☐ ☐ ☐
note
f. The study load for the customer, i.e. the time the customer spends on it in hours p/w.
Yes No N/A
☐ ☐ ☐
note
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No. NRTO requirement Assessment Notes/comments
1.6 g. The connection of the learning activity to the target group.
Yes No N/A
☐ ☐ ☐
note
h. Qualifications that can be obtained. Yes No N/A
☐ ☐ ☐
note
i. Internal (school) and / or external (industry / state) exams for which the training aims to prepare the customer.
Yes No N/A
☐ ☐ ☐
note
j. The number of final tests or examinations in the learning activity as well as any re-sit options.
Yes No N/A
☐ ☐ ☐
note
k. Exemptions Policy.
Yes No N/A
☐ ☐ ☐
note
l. The target group for whom the learning activity is intended.
Yes No N/A
☐ ☐ ☐
note
m. The starting level to be taken into account (i.e. any requirements relating to existing qualifications/education).
Yes No N/A
☐ ☐ ☐
note
n. A clear explanation of the special conditions set by the NRTO member or by the relevant authority for the learning activity or for the study agreement (contract) if required by the client.
Yes No N/A
☐ ☐ ☐
note
o. Information about the study material provided and/or about study material to be purchased.
Yes No N/A
☐ ☐ ☐
note
p. Information about the availability of the online product (only applicable for providers where online
learning is (part of) the learning activity).
Yes No N/A
☐ ☐ ☐
note
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No. NRTO requirement Assessment Notes/comments
1.6 q. The NRTO general terms and conditions for the consumer market and/or our own general terms and conditions for the B2B market.
Yes No N/A
☐ ☐ ☐
note
r. The NRTO code of conduct for the consumer market and/or business market.
Yes No N/A
☐ ☐ ☐
note
Learning Outcomes
1.7 When providing information on each learning activity, the NRTO member is clear about the intended learning outcomes and specifies this in concrete terms of knowledge and skills. N/A for examination bodies.
Yes No N/A
☐ ☐ ☐
note
E-learning
1.8 Participants should have access to e-learning facilities if agreed. If e-learning is organised as a complement to other learning elements, participants who do not have the facilities should be given the opportunity to participate by other means. N/A for examination bodies.
Yes No N/A
☐ ☐ ☐
note
1.9 Participants in e-learning programs must be registered with the institute when they log in. N/A for examination bodies.
Yes No N/A
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note
1.10 Progress and/or participation is verifiable/ monitored by means of a Learning Management System (LMS), if relevant to the learning activity. N/A for examination bodies.
Yes No N/A
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1.11 There is back-up for asking questions and other forms of personalised study support. N/A for examination bodies.
Yes No N/A
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1.12 The NRTO member ensures periodic updates of the e-materials on the basis of participant evaluations. N/A for examination bodies.
Yes No N/A
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2 Personnel (and external service providers)
No. NRTO requirement Assessment Notes/comments
Selection and management
2.1 The NRTO member annually enters into contact with clients and, in part on this basis at least annually determines the need for capacity and expertise in the organisation, with corresponding requirements for knowledge, experience and skills of the staff members, in order to meet the client's requirements (regardless of whether this is completed by its own staff or external service suppliers).
Yes No N/A
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note
2.2 The NRTO member applies predetermined rules and criteria in the recruitment and selection of its own staff. Example: job profile
Yes No N/A
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2.3 If services for the benefit of the primary process are purchased, the NRTO member defines the requirements for this service in advance, includes these requirements in the selection process, and evaluates these requirements annually. On this basis, the selection criteria may be adjusted.
Yes No N/A
☐ ☐ ☐
note
2.4 The NRTO member has an up-to-date personnel file for each of its own staff members, with relevant data (such as contracts, diplomas, professional registration, courses taken, etc.) and information on the permanent development of its staff (such as publications, lectures, refresher courses, internships, etc.).
Yes No N/A
☐ ☐ ☐
note
Development 2.5 The NRTO member has a relevant induction
programme for new staff members and evaluates it periodically. Examples; culture, rules, processes.
Yes No N/A
☐ ☐ ☐
note
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No. NRTO requirement Assessment Notes/comments
2.6 The NRTO member trains new staff applying the working methods and the administrative system of the NRTO member.
Yes No N/A
☐ ☐ ☐
note
2.7 The NRTO member makes time/resources available for the professionalisation of its own staff.
Yes No N/A
☐ ☐ ☐
note
2.8 The NRTO member ensures the professionalisation of the staff members in line with the ambitions of the staff members, the objectives of the organisation and client agreements.
Yes No N/A
☐ ☐ ☐
note
Assessment 2.9 The NRTO member has recorded the assessment
criteria in writing for its own staff members.
Yes No N/A
☐ ☐ ☐
note
2.10 The NRTO member has recorded in writing the performance assessment method applied for its own staff members.
Yes No N/A
☐ ☐ ☐
note
2.11 The NRTO member assesses the performance of its own staff at least once a year (among others, on the basis of internal and external feedback) and, where necessary, makes agreements on how to improve performance.
Yes No N/A
☐ ☐ ☐
note
2.12 For each contract awarded, the NRTO member assesses whether the external supplier providing the service meets the selection criteria applicable at the time.
Yes No N/A
☐ ☐ ☐
note
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3 Process
No. NRTO requirement Assessment Notes/comments (explain all answers)
Processes; agreements
3.1 The NRTO member makes an inventory of the client's requirements and assignment goals, and records these accordingly.
Yes No N/A
☐ ☐ ☐
3.2 The NRTO member ensures that sufficient capacity, expertise and methods and means are available to meet the agreed client demands and to achieve the assignment goals.
Yes No N/A
☐ ☐ ☐
note
3.3 The NRTO member tests the client's requirements and goals and its ability to meet those requirements before entering into a contract.
Yes No N/A
☐ ☐ ☐
note
3.4
The NRTO member has entered into an agreement in writing with each client, which at least includes (and/or is fulfilled by):
a. Activities.
Yes No N/A
☐ ☐ ☐
note
b. Resources and people to be deployed (including customer and third party contributions).
Yes No N/A
☐ ☐ ☐
note
c. Goals to be achieved.
Yes No N/A
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note
d. Time and money (planning and budget).
Yes No N/A
☐ ☐ ☐
note
e. Assessment.
Yes No N/A
☐ ☐ ☐
note
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No. NRTO requirement Assessment Notes/comments (explain all answers)
3.4
f. Complaints Procedure.
Yes No N/A
☐ ☐ ☐
note
g. Within which set time limits any reimbursements must be completed (if applicable).
Yes No N/A
☐ ☐ ☐
note
h. Contracts state the name of the institute and the title of the learning activity.
Yes No N/A
☐ ☐ ☐
note
i. The cost of the learning activity.
Yes No N/A
☐ ☐ ☐
note
j. Costs for study books/course materials.
Yes No N/A
☐ ☐ ☐
note
k. Guidance and services included.
Yes No N/A
☐ ☐ ☐
note
l. The terms of payment.
Yes No N/A
☐ ☐ ☐
note
m. The method of payment.
Yes No N/A
☐ ☐ ☐
note
n. The duration of the contract.
Yes No N/A
☐ ☐ ☐
note
o. Any conditions under which the learning activity may not take place.
Yes No N/A
☐ ☐ ☐
note
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No. NRTO requirement Assessment Notes/comments (explain all answers)
3.4
p. The cancellation conditions and the refund options and conditions.
Yes No N/A
☐ ☐ ☐
note
q. Details of any warranty provisions.
Yes No N/A
☐ ☐ ☐
note
r. A reflection period of at least 14 days.
Yes No N/A
☐ ☐ ☐
note
s. Who holds the copyright.
Yes No N/A
☐ ☐ ☐
note
t. The owner of the course material (client or institute).
Yes No N/A
☐ ☐ ☐
note
3.5
The agreement shall meet the following requirements:
a. The language used in (teaching/learning) contracts is clear and unambiguous.
Yes No N/A
☐ ☐ ☐
note
b. Time limits and conditions for registration (customers receive this for their own records).
Yes No N/A
☐ ☐ ☐
note
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No. NRTO requirement Assessment Notes/comments (explain all answers)
Processes; safety and integrity
3.6 The NRTO member has both the technology and the procedures for fully secure information processing and acts accordingly. The NRTO member complies with the applicable privacy legislation. Example: GDPR (AVG), retention periods, secure student records, processor agreements.
Yes No N/A
☐ ☐ ☐
note
Processes; complaints
3.7 The NRTO member has a complaints procedure that provides for at least one option of appeal to an independent third party.
Yes No N/A
☐ ☐ ☐
note
3.8 The NRTO member has made its complaints procedure public (via publication on the website and in the study guide), if it operates in the consumer market.
Yes No N/A
☐ ☐ ☐
note
3.9 The NRTO member ensures that the B2B customers are aware of the complaints procedure.
Yes No N/A
☐ ☐ ☐
note
3.10 In the complaints procedure, the NRTO member refers to existing positions within the organisation. Within the organisation, staff is aware who plays which role within the complaints procedure.
Yes No N/A
☐ ☐ ☐
note
3.11 Each complaint will be completed within 4 weeks.
Yes No N/A
☐ ☐ ☐
note
3.12 The NRTO member handles complaints within set time frames. Deviations are only made in a substantiated manner. In the event of a discrepancy, the plaintiff shall be informed accordingly and the NRTO member shall indicate when a decision can be expected.
Yes No N/A
☐ ☐ ☐
note
Version 1 July 2021 Page 13 from 16
No. NRTO requirement Assessment Notes/comments (explain all answers)
3.13 The NRTO Member shall abide with the decision of the Appeals Board and shall ensure that any consequences are completed swiftly.
Yes No N/A
☐ ☐ ☐
note
3.14 The NRTO member will handle the complaint in full confidentiality and will archive it.
Yes No N/A
☐ ☐ ☐
note
3.15 The NRTO member registers complaints and the manner in which these are processed. These data are kept for specified periods of time.
Yes No N/A
☐ ☐ ☐
note
Processes; continuous improvement
3.16 At least annually, the NRTO member reflects (at least by completing the NRTO self-assessment) on the effectiveness of the quality management system and the policy it has pursued in relation to its mission and vision and relevant developments within the organisation and in its environment.
Yes No N/A
☐ ☐ ☐
note
3.17
The NRTO member includes in this reflection:
a. The customer satisfaction survey.
Yes No N/A
☐ ☐ ☐
note
b. Staff development.
Yes No N/A
☐ ☐ ☐
note
c. Complaints.
Yes No N/A
☐ ☐ ☐
note
d. Feedback from staff involved in the primary process of the service.
Yes No N/A
☐ ☐ ☐
note
Version 1 July 2021 Page 14 from 16
No. NRTO requirement Assessment Notes/comments (explain all answers)
3.17 e. Feedback from third parties, outside the organisation, involved in the primary process.
Yes No N/A
☐ ☐ ☐
note
3.18 If necessary, based on reflection, the NRTO member draws up an action plan for policy adjustment and/or objectives for the adjustment and improvement of processes and/or the quality management system.
Yes No N/A
☐ ☐ ☐
note
4 Public
No. NRTO requirement Assessment Notes/comments
Satisfaction
4.1 The NRTO member measures, registers and analyses client satisfaction with the client(s).
Yes No N/A
☐ ☐ ☐
note
4.2 The NRTO member measures, registers and analyses client satisfaction with the participant(s).
Yes No N/A
☐ ☐ ☐
note
4.3 The NRTO member determines and records the manner in which the measurement and analysis are completed. (NOTES: The measurement, registration and analysis are appropriate to the nature and scope of the NRTO member and the product or service).
Yes No N/A
☐ ☐ ☐
note
4.4
The measurement, registration and analysis shall include at least questions on:
a. To what extent the contracting party, i.e. the participant, feels that the intended learning outcomes have been achieved. N/A for online learning providers/blended.
Yes No N/A
☐ ☐ ☐
note
Version 1 July 2021 Page 15 from 16
No. NRTO requirement Assessment Notes/comments
4.4 b. How the client, or participant, scores the staff (both own and hired).
Yes No N/A
☐ ☐ ☐
note
c. To what extent the client, or the participant, is satisfied with the execution of the assignment.
Yes No N/A
☐ ☐ ☐
note
4.5 The NRTO member demonstrably takes corrective and preventive measures, if the measurements and evaluations give cause to do so.
Yes No N/A
☐ ☐ ☐
note
Continuity
4.6 If there are changes in the organisation or in the range of services offered, the NRTO member will ensure on a best-effort basis that the course can be completed, if the participant so desires, at the NRTO member's premises or elsewhere.
Yes No N/A
☐ ☐ ☐
note
4.7 The NRTO member exclusively changes and/or terminates a contract in consultation with the client.
Yes No N/A
☐ ☐ ☐
note
4.8 The NRTO member realises the availability of online products in accordance with the agreed specifications/agreements. Examples: hosting, maintenance plan, malfunction plan
Yes No N/A
☐ ☐ ☐
note
Version 1 July 2021 Page 16 from 16
Statement Date: Date Name and signature of auditor (for external audit only): Name Name and signature NRTO member: Name
By signing this declaration, the NRTO member commits to continue meeting the requirements for the NRTO quality mark as set out in this document during the years in which it is not audited by the certifying body.
