22 april 2023

Kuopio September 18 2012Seminarium - Voice of Users

22 april 2023

Short presentation

• Tomas Mjörnheden

• The Adult Education Authority of Göteborg, Sweden

• Planning officer- Evaluation- Quality assurance- Development

22 april 2023

Voice of Users – A question of quality?

• To start with – something aboutperspective, quality and need,

• Voice of users• To plan your studies

22 april 2023

What is quality?

It is in the eye of the viewer

The owners of BMW often point vehicle quality, but for others it just may be only

boring

”Peoples palace” in Bucharest. Ceausescu´s dream building

22 april 2023

What is quality?3 actors

Same perspective on quality??

The society

The organisation/school

The students/clients/users

22 april 2023

What is quality?

• Quality should be aimed at the needs of the customer, present and future." (Dr Edwards Deming)

• …satisfy the customer (students) needs and expectations (a service) the ability to satisfy, preferably exceed the needs and expectations?

• Eg:- Trust and reliability?- Simplicity and flexibility?- Restoring ability (handle unexpected situations, or when something goes wrong)?- Staff competence, attitude and behavior

22 april 2023

Why?

• Globalisation

• More complex society

• Changes around work, professions and labour market

• Increased expectations of career guidance – the process• Increased expectations of result• Increased demand of more professionalization• Limited resources – more efficiency

22 april 2023

The surgery was successful …..

The client died….

22 april 2023

Basic model* for student evaluation

Structur/resources

Output Outcome Short and long time

Result

Are we doing things right?

Are we doing right things?

* Ekonomistyrningsverket (ESV) 2006

Process

22 april 2023

Voice of Users – A question of quality?

I think…I believe…

I think… I believe…

Voice of users - background

• Nordic research project (Denmark, Finland, Island, Norway and Sweden)

• Funded by the Nordic Council of Ministers and the NVL

• Project time 1 Jan 2010 – June 2011 • Target group – adult student, guidance counsellor and

management • Method of data collection was through interviews with

focus groups and questionnaire study.

Aim and research questions

• Contribute to the body of knowledge on the effectiveness and quality of adult guidance

• Cross-country comparison

– Which forms of educational and vocational guidance have adults met?

– What are the benefits of guidance for adult users?

– How satisfied are they with the guidance services?

– Do we listen to the voices of adult users of guidance and are they involved in developing the guidance services?

12

22 april 2023

Types of guidance

Educational and vocational guidance is defined as the assistance on educational, vocational and personal issues, provided by practitioners, teachers or web based self-help.

What kind of vocational and educational guidance did you participate in?

13

14%

6%

36%

16%

25%

24%

82%

42%

18%

39%

48%

22%

19%

62%

24%

13%

14%

7%

23%

9%

76%

12%

11%

15%

14%

11%

22%

88%

15%

3%

17%

17%

9%

15%

70%

0% 20% 40% 60% 80% 100%

Guidance integrated in lessons and teaching activities*

Guidance from a project-/program leader*

Guidance from a teacher*

Web-based guidance (e.g. through websites, e-mail, chat-

rooms)*

Group-session with a guidance counsellor*

Telephone interview with a guidance counsellor*

Face-to-face individual interview with a guidance counsellor*

Sweden

Norway

Iceland

Finland

Denmark

In general, how satisfied or dissatisfied were you with the career guidance you got? -3 very dissatisfied and +3 very satisfied.

1,2

1,0

1,5

1,4

0,8

-3 -2 -1 0 1 2 3

Denmark

Finland

Iceland

Norway

Sweden

22 april 2023

Outcome of guidance - Educational

The following statements describe possible benefits of vocational and educational guidance.

To what extent do you agree or disagree with these statements in terms of the outcomes of your guidance experience?

*Figure: Agree or strongly agree

15

18%

31%

53%

57%

36%

42%

46%

63%

49%

35%

58%

68%

50%

36%

51%

65%

48%

46%

62%

68%

0% 20% 40% 60% 80% 100%

I acquired skills in searching for job or educational opportunities as a

result of guidance*

I learned new ways of learning as a result of guidance*

Guidance helped me make choices concerning my education*

Guidance encouraged me to continue my studies*

Sweden

Norway

Iceland

Finland

Denmark

22 april 2023

Outcome of guidance - Career

The following statements describe possible benefits of vocational and educational guidance.

To what extent do you agree or disagree with these statements in terms of the outcomes of your guidance experience?

*Figure: Agree or strongly agree

16

18%

23%

30%

28%

40%

20%

18%

36%

35%

60%

24%

33%

48%

42%

60%

32%

49%

58%

53%

53%

20%

25%

47%

39%

42%

0% 20% 40% 60% 80% 100%

Guidance helped me with my job search*

Guidance helped me make choices concerning jobs*

I learned to make career plans as a result of guidance*

I acquired skills to further develop my career*

I learned something about my interests as a result of guidance*

Sweden

Norway

Iceland

Finland

Denmark

22 april 2023

Outcome of guidance – Personal development

To what extent do you agree or disagree with these statements in terms of the outcomes of your guidance experience?

*Figure: Agree or strongly agree

17

41%

36%

45%

46%

37%

44%

62%

57%

45%

51%

63%

62%

36%

51%

55%

58%

29%

47%

40%

46%

0% 20% 40% 60% 80% 100%

Guidance helped me make other life choices*

I acquired decision making skills as a result of guidance*

I learned something about my abilities as a result of guidance*

Guidance enhanced my self-confidence*

Sweden

Norway

Iceland

Finland

Denmark

5 levels taxonomi

22 april 2023

Level Type of involvement Example of involvement Level

Level 1. Information gathering

Being told what is available

Individual

Level 2. Sharing of information

Telling services what it is like to use them

Individual

Level 3. Forums of debate

Workshops, focus groups, consultations

Service

Level 4. Participation

Involved in shaping policies and strategies

Strategic

Level 5.

Partnership

Deciding with others what policies and strategies need reshaping

Strategic

Example level1 – get information

22 april 2023

• What information? (rights, services)• How is it transmitted?• When will it be communicated?• How to ensure that it is accurate information?• How do we know that the information has been understood?

Level 2 – feedback of information / dialogue/ activity

• What opportunity are given for feedback?

• When given the opportunity to feedback?

• In what way are given the opportunity to feedback?

• What are the results? And feedback of results?

• Is there a systematic approach?

22 april 2023

Level 3 – forum for debate / discussion / conversation

22 april 2023

• Is there an opportunity for group discussion?• Who can enter?• What can be discussed?• When can it happen?• How are the results afterwards?

Level 4 och 5 – Participation to influence and make decisions

• Is there a forum for students to discuss strategic issues?

• Is it possible for students to make, or be part of strategic decisions?

• If yes, how prepared is these forums and how to document discussions / decisions?

22 april 2023

5 levels taxonomi

22 april 2023

Level Type of involvement Example of involvement Level

Level 1. Information gathering

Being told what is available

Individual

Level 2. Sharing of information

Telling services what it is like to use them

Individual

Level 3. Forums of debate

Workshops, focus groups, consultations

Service

Level 4. Participation

Involved in shaping policies and strategies

Strategic

Level 5.

Partnership

Deciding with others what policies and strategies need reshaping

Strategic

Yes

Hmmm

No

No

No

Summary of some results (Finland)

22 april 2023

62% career guidance(62% - 88% )

48% the web Finland(17% SE) (7% - 48%)

39% guidance by teachers and integrated in lessons 42%

(14% - 39%) (12% - 42%)

Limited possibility to give feedback

(35% FI) (28% - 55% )

Continuation - summary of results

22 april 2023

• Encouraged me to continue studies (63%)• I learned something about my abilities (62%)• I learned something about my interest (60%)• Guidance encouraged my self confidence (57%) • I acquired decision making skills (44%)

•Guidance as support to make decissions about job (18%) •Guidance helped my job search (20%)•Acquired skill to further develop my career (25%)

Most (Finland)

Least (Finland)

Arb

ete

Stud

era

Plan

era

Bes

luta

CMS – Career Management Skills

22 april 2023

22 april 2023

From noun to imperativ

Imperativ

Pass examination get a job

VerbPlanning your

studies (an activity)

NounsA study plan

22 april 2023

Individual study plan – adult education Göteborg

 År 2009 spring 2010

autumn 2010

Study plan 53% 57% 62%Benifit 77% 68% 69%

22 april 2023

Goal achievement and study plan *

Study plan

No study plan

Get a job

Higher education afterwards

Self confidence

* Adult education 2010 Göteborg

Rapport finns att ladda ner

www.goteborg.se/vux under rubriken Dokument.

Voice of users (länk)

22 april 2023

The times are a changing The world is changing