ISO 21001:2018

EDUCATIONAL ORGANIZATION
MANAGEMENT SYSTEM
Depok, 23 January 2020
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Rakhma Indah Kurniasih

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rakhma.indah@mut ucert ificat ion.com

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 ISO 21001:2018

Issued
Ma y 20 18

Prepa red by
Project Com m it t ee PC/ 288 since 20 13

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Benefit s of implement ing ISO 21001:2018 EOMS
1) bet t er alignment of object ives and act ivit ies wit h policy (including mission and vision);
2) enhanced social responsibilit y by providing inclusive and equit able qualit y educat ion for
all;
3) more personalized learning and effect ive response t o all learners and part icularly t o
learners wit h special educat ion needs, dist ance learners and lifelong learning
opport unit ies;
4) consist ent processes and evaluat ion t ools t o demonst rat e and increase effect iveness and
efficiency;
5) increased credibilit y of t he organizat ion;
6) a means t hat enables educat ional organizat ions t o demonst rat e t heir commit ment t o
effect ive educat ional management pract ices;
7) a cult ure for organizat ional improvement ;
8) harmonizat ion of regional, nat ional, open, propriet ary, and ot her st andards wit hin an
int ernat ional framework;
9) widened part icipat ion of int erest ed part ies;
10) st imulat ion of excellence and innovat ion 4
Principles for an EOMS
1. Focus on learners and ot her
beneficiaries
2. Visionary leadership
3. Engagement of people
4. Process approach
5. Improvement
6. Evidence- based decisions
7. Relat ionship management
8. Social responsibilit y
9. Accessibilit y and equit y
10. Et hical conduct in educat ion
11. Dat a securit y and prot ect ion

Annex B
Management of Educat ional Organizat ions

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 You can also split your cont ent

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EOMS in Framework of ISO 21001:2018
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 ISO 21001:2018
1Scope 2 3
Normat ive Terms and
Reference Definit ions
There no normat ive
reference in t his
document

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 4 Cont ext of t he
Organizat ion
4.1 4.2 4.3 4.4
 4 Cont ext of t he Organizat ion
4.1Underst anding t he organizat ion and it s cont ext

The organizat ion shall det ermine ext ernal and int ernal issues
t hat are relevant t o it s purpose, it s social responsibilit y and
it s st rat egic direct ion, and t hat affect it s abilit y t o achieve
t he int ended out comes of it s EOMS

The organizat ion shall monit or and review informat ion about
t hese ext ernal and int ernal issues

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 4 Cont ext of t he Organizat ion
4.2 Underst anding t he needs and expect at ions of int erest ed
part ies
Due t o t heir effect or pot ent ial effect on t he organizat ion’s abilit y t o
consist ent ly and sust ainably provide educat ional product s and services, t he
organizat ion shall det ermine : a) t he int erest ed part ies t hat are relevant t o t he
EOMS b) t he relevant requirement s of t hese int erest ed part ies

These int erest ed part ies shall include : learners, ot her beneficiaries, st aff of t he
organizat ion

The organizat ion shall monit or and review informat ion about t hese int erest ed
part ies and t heir relevant requirement s
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 4 Cont ext of t he Organizat ion
4.2 Underst anding t he needs and expect at ions of int erest ed
part ies
Annex C
Classificat ion of int erest ed
part ies in educat ional organizat ions

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 4 Cont ext of t he Organizat ion
4.3 Det ermining t he scope of t he management syst em
for educat ional organizat ions
The organizat ion shall det ermine t he boundaries and applicabilit y of t he
EOMS t o est ablish it s scope.
When det ermining t his scope, t he organizat ion shall consider:
a) t he ext ernal and int ernal issues referred t o in 4.1;
b) t he requirement s of relevant int erest ed part ies referred t o in 4.2;
c) t he product s and services of t he organizat ion

The organizat ion shall apply all t he requirement s of t his document if t hey
are applicable wit hin t he det ermined scope of it s EOMS
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 4 Cont ext of t he Organizat ion
4.3 Det ermining t he scope of t he management syst em for
educat ional organizat ions
The scope of t he EOMS shall be available and be maint ained as document ed informat ion.The
scope shall st at e t he t ypes of product s and services covered, and provide just ificat ion for any
requirement of t his document t hat t he organizat ion det ermines is not applicable t o it s EOMS

Conformit y t o t his document may only be claimed if t he requirement s det ermined as not
being applicable do not affect t he organizat ion’s abilit y or responsibilit y t o ensure t he
conformit y of it s product s and services and t he enhancement of learners' and ot her
beneficiaries' sat isfact ion

All product s and services provided t o learners by an educat ional organizat ion shall be included
wit hin t he scope of t his EOMS
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 4 Cont ext of t he Organizat ion
4.4 Management syst em for educat ional organizat ions
(EOMS)
4.4.1The organizat ion shall est ablish, implement , maint ain and cont inually improve an
EOMS, including t he processes needed and t heir int eract ions, in accordance wit h t he
requirement s of t his document

The organizat ion shall det ermine processes for t he EOMS and t heir applicat ion t hroughout
t he organizat ion and shall:
a) det ermine t he input s required and t he out put s expect ed from t hese processes
b) det ermine t he sequence and int eract ion of t hese processes
c) det ermine and apply t he crit eria and met hods (including monit oring, measurement
and relat ed performance indicat ors) needed t o ensure t he effect ive operat ion and
cont rol of t hese processes
16 d) – h) cont inue…
 4 Cont ext of t he Organizat ion
4.4 Management syst em for educat ional organizat ions (EOMS)
d) det ermine t he resources needed for t hese processes and ensure t heir availabilit y
e) assign t he responsibilit ies and aut horit ies for t hese processes
f) address t he risks and opport unit ies as det ermined in accordance wit h t he requirement s
of 6.1
g) evaluat e t hese processes and implement any changes needed t o ensure t hat t hese
processes achieve t heir int ended result s
h) improve t he processes and t he EOMS

4.4.2 To t he ext ent necessary, t he organizat ion shall:

a) maint ain document ed informat ion t o support t he operat ion of it s processes
b) ret ain document ed informat ion t o have confidence t hat t he processes are being carried
out as planned
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 5.3
5.1
5.2
5 Leadership
 5.3
5.1
5.2

5 Leadership
5.1Leadership and e) ensuring t hat t he resources needed for t he EOMS are
available;
commit ment f) communicat ing t he import ance of effect ive educat ional
organizat ion management and of conforming t o t he
EOMS requirement s;
g) ensuring t hat t he EOMS achieves it s int ended out come(s);
5.1.1General h) engaging, direct ing and support ing persons t o cont ribut e
t o t he effect iveness of t he EOMS;
Top management shall demonst rat e leadership and i) promot ing cont inual improvement ;
commit ment wit h respect t o t he EOMS by: j) support ing ot her relevant management roles t o
a) being account able for t he effect iveness of t he demonst rat e t heir leadership as it applies t o t heir areas
EOMS; of responsibilit y;
b) ensuring t hat t he educat ional organizat ion policy k) support ing t he sust ainable implement at ion of t he
and educat ional organizat ion object ives are educat ional vision and relat ed educat ional concept s;
est ablished and are compat ible wit h t he cont ext l) est ablishing, developing and maint aining a st rat egic plan
and st rat egic direct ion of t he organizat ion for t he organizat ion;
c) ensuring t he int egrat ion of t he EOMS m) ensuring t hat learners' educat ional requirement s,
requirement s int o t he organizat ion’s business including special needs, are ident ified and addressed;
processes; n) considering principles of social responsibilit y
d) promot ing t he use of t he process approach and
19 risk- based t hinking;
 5.3
5.1
5.2

5 Leadership
5.1Leadership and 5.1.3 Addit ional requirement s for special
commit ment needs educat ions

A special needs learner is someone who might have educat ional

5.1.2 Focus on learners and ot her needs t hat cannot be met t hrough regular inst ruct ion and
assessment pract ices (e.g. except ionalit ies such as behavioural,
beneficiaries communicat ional, int ellect ual, physical, gift edness, or ot her
learner needs for special educat ion; learners can have more t han
Top management shall be direct ly responsible for one except ionalit y). This implies t he need t o ensure t he exist ence
ensuring t hat : of communicat ion channels so t he int erest ed part ies can receive
a) t he needs and expect at ions of learners and ot her t he informat ion t hey need for t heir act ivit y
beneficiaries are det ermined, underst ood and
consist ent ly met , as evidenced by monit oring t heir Top management shall ensure t hat :
sat isfact ion and educat ional progress; • resources and t raining are in place t o support accessibilit y in
b) t he risks and opport unit ies t hat can affect learning environment s;
conformit y of product s and services and t he • reasonable accommodat ion is provided for learners wit h
abilit y t o enhance learner and ot her beneficiary special needs t o promot e an equit able access t o facilit ies and
sat isfact ion are det ermined and addressed t he educat ional environment s as ot her learners
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 5.3
5.1
5.2

5 Leadership
g) includes a commit ment t o sat isfy t he organizat ion's social
5.2 Policy responsibilit y;
h) describes and includes a commit ment t owards managing
int ellect ual propert y;
5.2.1Developing t he policy i) considers t he needs and expect at ions of relevant
int erest ed part ies
Top management shall est ablish, review and maint ain
an educat ional organizat ion policy t hat :
a) support s t he educat ional organizat ion mission 5.2.2 Communicat ing t he policy
and vision;
b) is appropriat e t o t he purpose and cont ext of t he
The educat ional organizat ion policy shall :
organizat ion;
a) be available and be maint ained as document ed
c) provides a framework for set t ing educat ional
informat ion;
organizat ion object ives;
b) be communicat ed, underst ood and applied wit hin t he
d) includes a commit ment t o sat isfy applicable
organizat ion;
requirement s;
c) be available t o relevant int erest ed part ies, as appropriat e
e) includes a commit ment t o cont inual improvement
of t he EOMS;
Annex DGuidelines for communicat ions wit h int erest ed
f) t akes int o account relevant educat ional, scient ific
part ies
and t echnical development s;
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 5.3
5.1
5.2

5 Leadership
5.3 Organizat ional roles, c) ensuring t hat t he processes of t he EOMS deliver
t heir int ended out put s;
responsibilit ies and d) report ing on t he performance of t he EOMS and on
opport unit ies for improvement (see 10.1) t o t op
aut horit ies management (see 9.3.2);
e) ensuring t he promot ion of a focus on learners and
Top management shall ensure t hat t he ot her beneficiaries t hroughout t he organizat ion;
responsibilit ies and aut horit ies for relevant roles f) ensuring t hat t he int egrit y of t he EOMS is
are assigned and communicat ed wit hin t he maint ained when changes t o t he EOMS are
organizat ion planned and implement ed;
g) managing t he organizat ion's communicat ions (see
Top management shall assign t he responsibilit y 7.4);
and aut horit y for: h) ensuring t hat all learning processes are int egrat ed,
a) ensuring t hat t he EOMS conforms t o t he regardless of met hod of delivery;
requirement s of t his document ; i) cont rol of document ed informat ion (see 7.5);
b) ensuring t hat t he educat ional organizat ion j) managing t he requirement s of learners wit h
policy is underst ood and implement ed; special needs
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6 Planning
 6 Planning
6.1Act ion t o address risks and
opport unit ies
6.1.1When planning for t he EOMS, t he organizat ion shall consider
t he issues referred t o in 4.1and t he requirement s referred t o in 4.2
and 4.4 and det ermine t he risks and opport unit ies t hat need t o be
addressed t o :
a) give assurance t hat t he EOMS can achieve it s int ended
out come(s);
b) enhance desirable effect s;
c) prevent , mit igat e or reduce, undesired effect s;
d) achieve cont inual improvement Act ions t aken t o address risks and opport unit ies
shall be proport ionat e t o t he probabilit y of
6.1.2 The organizat ion shall plan: occurrence and pot ent ial impact on t he
a) act ions t o address t hese risks and opport unit ies; conformit y of product s and services
b) how t o:
- int egrat e and implement t he act ions int o it s EOMS processes (see Clause 8);
- evaluat e t he effect iveness of t hese act ions
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 6 Planning
6.2 Educa t iona l orga niza t ion object ives a nd pla nning t o
a chieve t hem
6.2.1 The orga niza t ion shall est ablish educat ional organizat ion object ives at relevant funct ions,
levels and processes needed for t he EOMS.
The educat ional organizat ion object ives shall:
a) be consist ent wit h t he educat ional organizat ion policy;
b) be measurable (if pract icable);
c) t ake int o account applicable requirement s;
d) be relevant t o conformit y of product s and services and t o t he enhancement of learner, st aff and
ot her beneficiary sat isfact ion;
e) be cont inually monit ored;
f) be communicat ed;
g) be updat ed as appropriat e

The organizat ion shall maint ain and ret ain document ed informat ion on t he educat ional
organizat ion object ives and t he achievement of t hem
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 6 Planning
6.2 Educa t iona l orga niza t ion
object ives a nd pla nning t o a chieve
t hem
6.2.2 When pla nning how t o a chieve it s educa t iona l
orga niza t ion object ives, t he orga niza t ion shall
det ermine, and out line in it s st rat egic plan :
a) what will be done;
b) what resources will be required;
c) who will be responsible;
d) when it will be complet ed;
e) how t he result s will be evaluat ed

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 6 Planning
6.3 Pla nning of cha nges
Where t he orga niza t ion det erm ines t he need for cha nges t o
t he EOMS, t he cha nges shall be carried out in a planned
manner (see 4.4)

The organizat ion shall consider :

a) t he purpose of t he changes and t heir pot ent ial
consequences;
b) t he int egrit y of t he EOMS;
c) t he availabilit y and readiness of int ernal resources;
d) t he allocat ion or reallocat ion of responsibilit ies and
aut horit ies;
e) t he availabilit y and readiness of ext ernal providers
needed t o implement t he change
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7 Support
7 Support
7.1Resources
7.1.1General

7.1.1.1The organizat ion shall det ermine and provide t he

resources needed for t he est ablishment , implement at ion,
maint enance and cont inual improvement of t he EOMS
7.1.1.2 The organizat ion shall det ermine and monit or resources

7.1.2 Human resources

7.1.2.1Human resources shall include as applicable:

a) st aff employed by t he organizat ion;
b) volunt eers and int erns working wit h or cont ribut ing t o t he organizat ion;
c) st aff of ext ernal providers working wit h or cont ribut ing t o t he
organizat ion
7 Support
7.1Resources
7.1.2 Human resources

7.1.2.2 The organizat ion shall:

a) det ermine and provide t he human resources
necessary for t he effect ive implement at ion of it s
EOMS and for t he operat ion and cont rol of it s
processes;
b) det ermine, implement and publish recruit ment or
select ion crit eria, which shall be available t o
relevant int erest ed part ies;
c) maint ain document ed informat ion on t he process
used for recruit ment or select ion, and ret ain
document ed informat ion on t he result s of t he
recruit ment
7 Support
7.1Resources
7.1.3 Facilit ies

7.1.3.1The facilit ies shall include, as applicable,

t he following facilit ies t hat meet learner
requirement s :
a) buildings, and grounds;
b) equipment including hardware and soft ware;
c) ut ilit ies
7 Support
7.1Resources
7.1.3 Facilit ies

7.1.3.2 The organizat ion shall:

a) det ermine, provide and maint ain safe facilit ies
: 1) t hat are suit able for human resources t o
support learners’ development of
compet ence; 2) t hat enhance learners’
development of compet ence;
b) ensure t hat t he dimensions of t he facilit ies are
adequat e t o t he requirement s of t hose using
t hem
7 Support
7.1Resources
7.1.4 Environment for t he operat ion of educat ional
processes

The organizat ion shall det ermine, provide and maint ain
a suit able environment t o promot e t he overall wellbeing
of relevant int erest ed part ies, by considering:
a) psychosocial fact ors;
b) physical fact ors
NOTE 1Wit hin an environment , psychosocial fact ors can include work demands, influence at work,
possibilit ies for development , meaning of work, commit ment t o t he workplace, predict abilit y, rewards, role
clarit y, qualit y of leadership, social support from supervisors, sat isfact ion wit h work, work family
conflict / balance, values in t he workplace, st ress, burnout , offensive behaviour (e.g. bullying)

NOTE 2 Wit hin an environment , physical fact ors can include t emperat ure, heat , humidit y, light , airflow,
hygiene and noise, as well as t he ergonomics of equipment and furnit ure
7 Support
7.1Resources
7.1.5 Monit oring and measuring resources
7.1.5.1General
The organizat ion shall det ermine and provide t he
resources needed t o ensure valid and reliable result s when
monit oring or measuring is used t o verify t he conformit y of
product s and services t o requirement s

NOTE : Met hods of educat ional delivery can include spoken

communicat ion in a physical space, online communicat ion
physical or digit al dist ribut ion of mat erial, communicat ion using
broadcast media, or a combinat ion of t hese
7 Support
7.1Resources
7.1.5 Monit oring and measuring resources
7.1.5.2 Measurement t raceabilit y
When measurement t raceabilit y is a requirement , or is
considered by t he organizat ion t o be an essent ial part of
providing confidence in t he validit y of measurement result s

The organizat ion shall det ermine if t he validit y of previous

measurement result s has been adversely affect ed when
measuring equipment is found t o be unfit for it s int ended
purpose, and shall t ake appropriat e act ion as necessary
7 Support
7.1Resources
7.1.6 Organizat ional knowledge

7.1.6.1General
The organizat ion shall det ermine t he knowledge necessary for
t he operat ion of it s processes and t o achieve conformit y of
product s and services
The organizat ion shall encourage exchange of knowledge
bet ween all educat ors and st aff, part icularly amongst peers

7.1.6.2 Learning resources

The organizat ion shall provide learning resources, as
appropriat e, and shall make t hem available where and when
needed
7 Support
7.2 Compet ence
7.2.1General

7.2.2 Addit ional requirement s for special needs educat ion

The organizat ion shall supply resources t o support
educat ors by:
a) ensuring t hat all educat ors and st aff having cont act
wit h learners wit h special needs have appropriat e
specialized t raining, which can include : 1) meet ing t he
learning needs of learners who have different
requirement s; 2) different iat ed inst ruct ion and
assessment ; 3) inst ruct ional scaffolding;
b) providing access t o a net work of specialist s
7 Support
7.3 Awareness
The organizat ion shall ensure t hat relevant
persons doing work under t he organizat ion’s
cont rol shall be aware of:
a) t he educat ional organizat ion policy and
st rat egy, and relevant EOMS object ives
b) t heir cont ribut ion t o t he effect iveness of t he
EOMS, including t he benefit s of improved
educat ional organizat ion performance;
c) t he implicat ions of not conforming wit h t he
EOMS requirement s
7 Support
7.4 Communicat ion
7.4.1General
The organizat ion shall det ermine t he int ernal and
ext ernal communicat ions relevant t o t he EOMS

7.4.2 Communicat ion purposes

7.4.3 Communicat ion arrangement s

NOTE : The informat ion conveyed can include informat ion about t he delivery of educat ional
programmes, int ended learning out comes, qualificat ions, innovat ions, new ideas, as well as
scient ific result s, met hods, approaches and t he underlying learning product s and services

Annex D Guidelines for communicat ions wit h int erest ed

part ies
7 Support
7.5 Document ed Informat ion
7.5.1General
7.5.2 Creat ing and updat ing
7.5.3 Cont rol of document ed informat ion

NOTE
Document ed informat ion can include:
- academic calendar, access t o records;
- core curriculum, course cat alogue;
- grades, scoring and evaluat ion;
- code of conduct and code of et hics
8.1 8.2 8.3
8.5
8.4
8.6 8.7
8 Operat ion
 8 Operat ion
8.1Operat ional planning and cont rol 8.3 Design and development of t he
8.1.1 Genera l educat ional product s and services
8.1.2 Specific opera t iona l pla nning a nd 8.3.1General
cont rol of educa t iona l product s a nd services 8.3.2 Design and development planning
8.1.3 Addit iona l requirem ent s for specia l 8.3.3 Design and development input s
needs educa t ion 8.3.4 Design and development cont rols
8.3.4.1General
8.2 Requirem ent s for t he educa t iona l product s 8.3.4.2 Educat ional service design and
a nd services development cont rols
8.2.1 Det erm ining t he requirem ent s for t he 8.3.4.3 Curriculum design and development
educa t iona l product s a nd services cont rols
8.2.2 Com m unica t ing t he requirem ent s for t he 8.3.4.4 Summat ive assessment design and
educa t iona l product s a nd services development cont rols
8.2.3 Cha nges t o requirem ent s for t he 8.3.5 Design and development out put s
educa t iona l product s a nd services 8.3.6 Design and development changes

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 8 Operat ion
8.4 Cont rol of ext erna lly provided processes, 8.5.1.6 Addit ional requirement s for special needs
product s a nd services educat ion
8.4.1 Genera l 8.5.1.6.1
8.4.2 Type a nd ext ent of cont rol 8.5.1.6.2
8.4.3 Inform a t ion for ext erna l providers 8.5.1.6.3
8.5.1.6.4
8.5 Delivery of t he educa t iona l product s a nd 8.5.2 Ident ificat ion and t raceabilit y
services 8.5.3 Propert y belonging t o int erest ed part ies
8.5.1 Cont rol of delivery of t he educa t iona l 8.5.4 Preservat ion
product s a nd services 8.5.5 Prot ect ion and t ransparency of learners’ dat a
8.5.1.1 Genera l 8.5.6 Cont rol of changes in t he educat ional product s and
8.5.1.2 Adm ission of lea rners services
8.5.1.2.1 Pre- a dm ission inform a t ion 8.6 Release of t he educat ional product s and services
8.5.1.2.2 Condit ions for a dm ission
8.5.1.3 Delivery of educa t iona l product s a nd 8.7 Cont rol of t he educat ional nonconforming out put s
services 8.7.1
8.5.1.4 Sum m a t ive a ssessm ent 8.7.2
8.5.1.5 Recognit ion of a ssessed lea rning 43 8.7.3
 8 Operat ion
8.1Operat ional planning and cont rol

8.1.1General
The organizat ion shall plan, implement and cont rol t he processes (see 4.4) needed t o meet
requirement s for t he provision of educat ional product s and services, and t o implement t he act ions
det ermined
The organizat ion shall cont rol planned changes and review t he consequences of unint ended changes,
t aking act ion t o mit igat e any adverse effect s, as necessary
The organizat ion shall ensure t hat out sourced processes are cont rolled (see 8.4)

8.1.2 Specific operat ional planning and cont rol of educat ional product s
and services
Annex A - Requirement for early childhood educat ion

44 8.1.3 Addit ional requirement s for special needs educat ion

 8 Operat ion
8.2 Requirement s for t he educat ional product s and
services
8.2.1Det ermining t he requirement s for t he educat ional
product s and services
When det ermining t he requirement s for t he educat ional product s and services t o be
offered t o learners and ot her beneficiaries, t he organizat ion shall ensure t hat t he
requirement s for t he educat ional product s and services are defined
The organizat ion shall ensure it can meet t he claims made for t he educat ional product s
and services it offers

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 8 Operat ion
8.2 Requirement s for t he educat ional product s and
services
8.2.2 Communicat ing t he requirement s for t he educat ional product s
and services
Commencing wit h, or prior t o t he delivery of t he educat ional product s and services, t he
organizat ion shall not ify t he learners and ot her relevant int erest ed part ies, and where
appropriat e, check t heir underst anding

8.2.3 Changes t o requirement s for t he educat ional product s and

services
The organizat ion shall ensure t hat relevant document ed informat ion is amended, and t hat
relevant int erest ed part ies are made aware of t he changed requirement s, when t he
requirement s for educat ional product s and services are changed
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 8 Operat ion
8.3 Design and development of t he educat ional
product s and services
8.3.1General

The organizat ion shall est ablish, implement and maint ain a design and
development process t hat is appropriat e t o ensure t he subsequent
provision of educat ional product s and services

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 8 Operat ion
8.3 Design and development of t he educat ional
product s and services
8.3.2 Design and development planning

In det ermining t he st ages and cont rols for design and development , t he organizat ion shall
consider:
a) t he requirement s defined in 8.2;
b) t he nat ure, durat ion and complexit y of t he design and development act ivit ies;
c) t he required process st ages, including applicable design and development reviews;
d) t he required design and development verificat ion and validat ion act ivit ies;
e) t he responsibilit ies and aut horit ies involved in t he design and development process;
f) t he int ernal and ext ernal resource needs for t he design and development of educat ional
product s and services;
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 8 Operat ion
8.3 Design and development of t he educat ional
product s and services
8.3.3 Design and development input s

The organizat ion shall det ermine t he requirement s essent ial for t he
specific t ypes of educat ional product s and services t o be designed and
develop

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8.3.4 Design and development cont rols

8.3.4.1 Genera l

NOTE
Design a nd developm ent reviews, verifica t ion a nd va lida t ion ha ve dist inct purposes. They
ca n be conduct ed sepa ra t ely or in a ny com bina t ion, a s is suit a ble for t he processes,
product s a nd services of t he orga niza t ion

8.3.4.2 Educa t iona l service design a nd developm ent cont rols

NOTE
In a n educa t iona l cont ext , t he design a nd developm ent process ca n be it era t ive. For
exa m ple, a ba se curriculum ca n be designed before t he educa t iona l service is delivered, but
t he educa t iona l m et hods m ight need t o be a da pt ed t o t he specific needs of ea ch given
cohort of lea rners during ea ch educa t iona l service delivery
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 8 Operat ion
8.3.4 Design and development cont rols

8.3.4.4 Sum m a t ive a ssessm ent design a nd developm ent cont rols

The cont rols a pplied t o t he design a nd developm ent process of sum m a t ive
a ssessm ent sha ll ensure t ha t :
a ) a clea r link ca n be dem onst ra t ed bet ween t he a ssessm ent design a nd
t he lea rning out com es it is int ended t o a ssess, a nd where a ppropria t e,
t he lea rning a ct ivit ies it is ba sed on;
b) a ct ivit ies a re conduct ed t a king int o a ccount t he principles of
t ra nspa rency, a ccessibilit y, respect t o t he lea rner, a nd fa irness,
especia lly wit h respect t o gra ding;
c) t he gra ding syst em is defined a nd va lida t ed

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 8 Operat ion
8.3.4 Design and development cont rols

8.3.4.3 Curriculum design a nd developm ent cont rols

The cont rols a pplied t o t he design a nd developm ent process sha ll ensure t ha t :
a ) lea rning out com es : 1) a re consist ent wit h t he scope of t he course or progra m m e; 2)
a re described in t erm s of t he com pet ences lea rners should a cquire by com plet ing
t he curriculum ; 3) include a n indica t ion of t he level t o which t he com pet ences will
be a chieved; 4) a re specific, m ea sura ble, a chieva ble, releva nt a nd t im e- bound;
b) ea rning a ct ivit ies : 1) a re suit a ble t o t he m et hod of educa t iona l delivery; 2) a re
a ppropria t e for ensuring a chievem ent of t he lea rning out com es; 3) a re specific,
m ea sura ble, a chieva ble, releva nt a nd t im e- bound;
c) a ll resources necessa ry t o successfully com plet e t he lea rning a ct ivit ies a re defined;
d) a dequa t e opport unit ies a re included in t he lea rning design : 1) for lea rners t o t a ke
a n a ct ive role in crea t ing t he lea rning process; 2) for form a t ive a ssessm ent a nd
feedba ck
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 8 Operat ion
8.3.4 Design and development cont rols

8.3.5 Design a nd developm ent out put s

The orga niza t ion sha ll ensure t ha t design a nd developm ent out put s:
a ) m eet t he input requirem ent s;
b) a re a dequa t e for t he subsequent processes for t he provision of
educa t iona l product s a nd services;
c) include or reference m onit oring a nd m ea suring requirem ent s (a s
a ppropria t e) a nd a ccept a nce crit eria ;
d) specify t he cha ra ct erist ics of t he educa t iona l product s a nd services
t ha t a re essent ia l for t heir int ended purpose a nd t heir sa fe a nd proper
provision;
e) a re ret a ined a s docum ent ed inform a t ion

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 8 Operat ion
8.3.4 Design and development cont rols

8.3.6 Design a nd developm ent cha nges

The orga niza t ion sha ll ident ify, review a nd cont rol cha nges m a de during,
or subsequent t o, t he design a nd developm ent of educa t iona l product s
a nd services, t o t he ext ent necessa ry t o ensure t ha t t here is no a dverse
im pa ct on conform it y t o requirem ent s or result s

The orga niza t ion sha ll ret a in docum ent ed inform a t ion on:
a ) design a nd developm ent cha nges;
b) t he out com es of reviews;
c) t he a ut horiza t ion of t he cha nges;
d) t he a ct ions t a ken t o prevent a dverse im pa ct s

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 8 Operat ion
8.4 Cont rol of ext ernally provided processes,
product s and services
8.4.1General
The organizat ion shall ensure t hat ext ernally provided processes, product s
and services conform t o requirement s

8.4.2 Type and ext ent of cont rol

The organizat ion shall ensure t hat ext ernally provided processes, product s
and services do not adversely affect t he organizat ion’s abilit y t o
consist ent ly deliver conforming product s and services t o it s learners and
ot her beneficiaries

55
 8 Operat ion
8.4 Cont rol of ext ernally provided processes,
product s and services
8.4.3 Informat ion for ext ernal providers

The organizat ion shall ensure t he adequacy of requirement s prior t o

t heir communicat ion t o t he ext ernal provider

The organizat ion shall communicat e t o ext ernal providers it s

requirement s

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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.1General
The organizat ion shall implement product ion and service provision under
cont rolled condit ions
Cont rolled condit ions shall include, as applicable:
a) t he availabilit y of document ed informat ion t hat defines : 1) t he
charact erist ics of t he educat ional product s t o be produced, t he
educat ional services t o be provided, or t he act ivit ies t o be performed; 2)
t he result s t o be achieved;
b) t he availabilit y and use of suit able and validat ed monit oring and
measuring resources;
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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.1General
c) t he implement at ion of monit oring and measurement act ivit ies, including t he
considerat ion of complaint s, ot her feedback and t he result s of format ive
assessment at appropriat e st ages, in order t o verify t hat crit eria for cont rol
of processes or out put s and accept ance crit eria for educat ional product s
and services have been met ;
d) t he use of suit able infrast ruct ure and environment for t he operat ion of
processes;
e) t he appoint ment of compet ent persons, including any required qualificat ion
(see 7.2);
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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.2 Admission of learners

8.5.1.2.1Pre- admission informat ion

The educat ional organizat ion shall ensure t hat before learners are admit t ed, t hey
are provided wit h :
a) adequat e informat ion t hat t akes int o account organizat ional requirement s
and professional requirement s, as well as t he organizat ion’s commit ment t o
social responsibilit y;
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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.1General
f) t he validat ion, and periodic revalidat ion, of t he abilit y t o achieve
planned result s of t he processes for product ion and service
provision, where t he result ing out put cannot be verified by
subsequent monit oring or measurement ;
g) t he implement at ion of act ions t o prevent human error;
h) t he implement at ion of release, delivery and post - delivery act ivit ies

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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.2 Admission of learners

8.5.1.2.1Pre- admission informat ion

b) adequat e and clear informat ion about : 1) t he int ended learning
out comes, career perspect ives, educat ional approach; 2) t he
part icipat ion of learners, and ot her beneficiaries as appropriat e, in
t heir educat ional process; 3) t he admission crit eria and cost s of t he
educat ional product or service
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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.2 Admission of learners

8.5.1.2.2 Condit ions for admission

The organizat ion shall est ablish a process for t he admission of learners. In addit ion t o
t he requirement s in 4.4.1, t he process shall:
a) est ablish admission crit eria t hat conform t o : 1) organizat ional requirement s; 2)
requirement s from t he professional field; 3) requirement s due t o t he cont ent of
t he programme and/ or pedagogical approach;
b) ensure t hat admission crit eria and processes are applied uniformly for all learners;
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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.2 Admission of learners

8.5.1.2.2 Condit ions for admission

c) be maint ained as document ed informat ion;
d) be publicly available;
e) ensure t he t raceabilit y of each admission decision;
f) ret ain document ed informat ion as evidence of admission decisions

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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.3 Delivery of educat ional product s and services

The organizat ion shall est ablish processes for:
a) t eaching;
b) facilit at ion of learning;
c) administ rat ive support of learning

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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.4 Summat ive assessment

The organizat ion shall:
a) a) ensure t hat met hods t o det ect plagiarism and ot her malpract ices are in
place and are communicat ed t o learners;
b) b) ensure t he t raceabilit y of grades, such t hat an object ive connect ion can be
ident ified bet ween learner work present ed and t he grade assigned
c) c) ret ain document ed informat ion of t he assessment as evidence of t he grades
assigned;
d) d) make t he ret ent ion period of such document ed informat ion publicly
available
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 8 Operat ion
8.5 Delivery of t he educat ional product s and services
8.5.1Cont rol of delivery of t he educat ional product s and services

8.5.1.5 Recognit ion of assessed learning

8.5.1.6 Addit ional requirement s for special needs educat ion

8.5.2 Ident ificat ion and t raceabilit y

8.5.3 Propert y belonging t o int erest ed part ies
8.5.4 Preservat ion
8.5.5 Prot ect ion and t ransparency of learners’ dat a
8.5.6 Cont rol of changes in t he educat ional product s and services

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 8 Operat ion
8.6 Release of t he educat ional product s and services
The release of product s and services t o learners and ot her beneficiaries shall not
proceed unt il t he planned arrangement s have been sat isfact orily complet ed, unless
ot herwise approved by a relevant aut horit y and, as applicable, by t he learner and
ot her beneficiaries

8.7 Cont rol of t he educat ional nonconforming out put s

8.7.1The organizat ion shall ensure t hat out put s t hat do not conform t o t heir
requirement s are ident ified and cont rolled t o prevent t heir unint ended use or
delivery
8.7.2 The organizat ion shall deal wit h nonconforming out put s
67 8.7.3 The organizat ion shall ret ain document ed informat ion
 9.1

9.2 9 Performance Evaluat ion

9.3
 Performa nce Eva lua t ion

9.1.1 Genera l 9.1.3 Ot her m onit oring a nd

m ea suring needs
9.1 9.1.2 Sa t isfa ct ion of lea rners,
ot her beneficia ries a nd st a ff 9.1.4 Met hods for
Monit oring, m onit oring, m ea surem ent ,
9.1.2.1 Monit oring of
m ea surem ent , sa t isfa ct ion a na lysis a nd eva lua t ion
a na lysis a nd 9.1.2.2 Ha ndling of com pla int s
a nd a ppea ls 9.1.5 Ana lysis a nd
eva lua t ion eva lua t ion
69
 Performa nce Eva lua t ion
9.2.1 The orga niza t ion sha ll conduct
int erna l a udit s a t pla nned int erva ls t o c) select a udit ors a nd conduct a udit s t o
provide inform a t ion on whet her t he EOMS ensure object ivit y a nd t he im pa rt ia lit y of
t he a udit process;

9.2.2 The orga niza t ion sha ll :

a ) pla n, est a blish, im plem ent a nd m a int a in a n
a udit progra m m e(s), including t he 9.2 d) ensure t ha t t he result s of t he a udit s a re
frequency, m et hods, responsibilit ies, report ed t o releva nt m a na gem ent ;
pla nning requirem ent s a nd report ing, which Int erna l e) ident ify opport unit ies for im provem ent ;
sha ll t a ke int o considera t ion t he EOMS's
object ives, t he im port a nce of t he processes
Audit f) t a ke a ppropria t e correct ion a nd
correct ive a ct ions wit hout undue dela y;
concerned, feedba ck from releva nt g) ret a in docum ent ed inform a t ion a s
int erest ed pa rt ies, a nd t he result s of evidence of t he pla nning a nd
previous a udit s; im plem ent a t ion of t he a udit progra m m e
b) define t he a udit crit eria a nd scope for ea ch a nd t he a udit result s
a udit ;
70
 Performa nce Eva lua t ion

9.3.2 Management review input s

9.3.3 Management review out put s

9.3.1 Genera l
Top m a na gem ent sha ll review t he orga niza t ion's 9.3
EOMS a nd t he st ra t egy, a t pla nned int erva ls, at
least once per year, and updat e t hem accordingly Management
t o ensure it s cont inuing suit abilit y, adequacy and
effect iveness
Review
71
10.1 10.3

10 Improvement
10.2
 10 Improvement
10.1Nonconformit y and correct ive act ion
Correct ive act ions shall be appropriat e t o t he effect s of t he
nonconformit ies encount ered

10.2 Cont inual improvement

The organizat ion shall consider t he result s of analysis and evaluat ion, and
t he out put s from management review, t o det ermine if t here are needs or
opport unit ies t hat shall be addressed as part of cont inual improvement

10.3 Opport unit ies for improvement

The organizat ion shall det ermine and select opport unit ies for
improvement and implement any necessary act ions t o meet learner and
ot her beneficiary requirement s and enhance sat isfact ion of learners,
ot her beneficiaries, st aff and ot her relevant int erest ed part ies, including
ext ernal providers
73
 Annexes of ISO 21001:2018
• Requirement for early childhood educat ion
• 1) General 2) Principles 3) Facilit ies 4) Compet ence 5)
Communicat ion 6) Individual learning plans 7) Recept ion
and delivery of t he child 8) Hygiene care 9) Care in
Annex A sit uat ion of illness or accident 10) Pedagogical- playful
mat erials, equipment and spaces 11) Behaviour
management and prevent ion of child abuse and
negligence

• Principles for an EOMS

• 1) Focus on learners and ot her beneficiaries 2) Visionary
leadership 3) Engagement of people 4) Process
Annex B approach 5) Improvement 6) Evidence- based decisions
7) Relat ionship management 8) Social responsibilit y 9)
Accessibilit y and equit y 10) Et hical conduct in educat ion
11) Dat a securit y and prot ect ion

74
 Annexes of ISO 21001:2018
• Classificat ion of int erest ed part ies in educat ional
organizat ions
• Learners, ot her beneficiaries, st aff, and ot her
Annex C (educat ional organizat ions, media and societ y,
ext ernal providers, shareholders, commercial
part ners, alumni)

• Guidelines for communicat ions wit h int erest ed part ies

• 1) General 2) Level of engagement 3) Met hod of
engagement and communicat ions 4) Frequency of
Annex D communicat ion wit h int erest ed part ies 5) Receipt and
handling from int erest ed part ies 6) Review of impact
of feedback from int erest ed part ies on t he
management syst em
75
Annexes of ISO 21001:2018
• Process, measures and t ools in educat ional
Annex E organizat ions
• Processes, Measures, Tools

Annex F • Examples of mapping t o regional st andards

• Healt h and safet y considerat ions for

Annex G
educat ional organizat ions

76
 Terima kasih
Mat ur nuwun
Thank you
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Depok, 23 January 2020