In 2023 we (Mentornet) piloted the Advanced Certificate on Occupational Learning: Learning and Development Advisor, on NQF Level 7. Learners had to submit more than 50 practical assignments to be declared ready for the EISA. This gave me the idea to share their products with other learning providers and learners in occupational and vocational learning. So, I asked the learners who achieved a distinction for assignments for permission to publish their submissions as articles on our Intgrty website. Articles are published unanimously for obvious reasons.

Problem statement: Choose 3 sources of information that you can use to gather

information on the innovative technologies, learning methods and modes of delivery being used by a learning provider. Evaluate the learning provider’s learning and development system against the criteria given below and write a report on the learning and development system.

Here are the criteria that you should use in your evaluation:

Quality criteria against which to evaluate the learning and

development system of a learning provider

1. Quality assurance. (The sum of activities that assure quality of learning.)

a. Create and sustain a ‘quality’ culture.

b. Identification of customers and beneficiaries.

c. Ensure capacity to provide quality learning and services.

d. Ensure standards and qualifications are accurately and comprehensively understood.

e. Ensure the facilitators and assessors have the relevant skills and knowledge or can readily acquire them.

f. Ensure the provider of learning and assessment knows and understands the resources necessary to achieve the required standard and qualification.

2. Quality audits. (The activities undertaken to measure the quality of learning that

have already been delivered.)

a. Establish and operate internal audit processes.

b. Regularly monitor and report on the effectiveness of learning and assessment activities.

3. Quality control. (The activities to decide if the learning interventions are fit for delivery.)

a. Policy statement. (The organisation’s aims, objectives and purposes need to be spelt out.)

b. Quality management systems. (Identify processes and outline procedures that implement quality management in the organisation.)

i. QM Processes.

ii. QM Procedures.

c. Programme delivery. (Outline how learning programmes would be developed, delivered and evaluated.)

d. Staff policies. (Outline policies for staff selection, appraisal and development.)

e. Learner policies. (Policies and procedures for the selection of learners are outlined, and learners are given guidance and support.)

f. Assessment policies. (Outline policies and procedures for forms of assessments that are used and how they are managed.)

g. Management system and policies. (Indicate the financial, administrative and physical structures and resources of the organisation, as well as procedures of accountability within the organisation.)

h. Review mechanisms. (Outline the ways in which the implementation of policies would be monitored.)

4. Enhancing efficiency. (Delivering learning of high quality at the least cost, i.e., cost effective learning.)

a. Ensure the relevance, comprehensiveness and clarity of standards and qualifications.

b. Set goals for each objective that represents an improvement on those previously achieved.

c. Make a clear statement of how quality will be regularly monitored and reported with each objective.

d. Report progress against identified goals.

5. Management of change. (Positioning the organisation so that it can sustain quality standards during periods of change.)

a. Do contingency planning.

b. Provide for alternatives in learning and assessment.

6. Customer care. (Ensuring prompt and effective responses to changes in the expectations and needs of customers.)

a. Regularly assess customer satisfaction, report on it and identify where expectations and needs are not being met.

b. Maintain communication with the stakeholders.

Answer:

Sources of Information

1. Government Accreditation and Standards: South African Quality Council

for Trades and Occupations (QCTO).

2. Learning Provider’s Annual Reports and Audit Findings: Evaluating

internal quality assurance practices and performance indicators.

3. Feedback from Learners and Employers: Survey or focus group data

providing insight into the alignment of training outcomes with industry needs.

Evaluation of the Learning and Development System

1. Quality Assurance

a. A quality culture is evident through regular audits and the establishment of internal moderation systems.

b. Customers and beneficiaries (learners and industry stakeholders) are clearly identified through structured outreach initiatives.

c. Capacity to provide quality services is ensured by aligning resources with learner needs, including qualified facilitators.

d. The provider demonstrates a thorough understanding of relevant qualifications and standards by aligning programmes to NQF levels.

e. Facilitators and assessors possess the necessary skills and undergo continuous professional development.

f. Resources are adequate, meeting the QCTO’s specifications for achieving learning outcomes.

2. Quality Audits

a. Internal audit processes are operational and systematically evaluate learning programme effectiveness.

b. Regular monitoring and reporting ensure consistent quality improvements in assessment and delivery.

3. Quality Control

a. Policy statements clearly outline objectives, ensuring they align with the learning provider’s mission.

b. Quality management systems address process consistency and accountability, as required by QCTO guidelines.

c. Programme delivery follows an evidence-based design that supports curriculum alignment and experiential learning.

d. Staff policies prioritize continuous development, recruitment of qualified professionals, and fair appraisals.

e. Learner policies provide clear guidance, support, and equal access opportunities.

f. Assessment policies align with QCTO’s requirements for validity, reliability, and transparency.

g. Management policies ensure adequate financial, administrative, and physical resources.

h. Review mechanisms monitor the implementation of policies, identifying areas for improvement.

4. Enhancing Efficiency

a. Standards and qualifications are comprehensive and relevant to industry needs.

b. Continuous improvement is driven by measurable objectives.

c. Regular quality monitoring and reporting are prioritized.

d. Progress is documented against pre-defined goals.

5. Management of Change

a. Contingency plans ensure the provider adapts effectively to industry and technological changes.

b. Alternative learning and assessment methods are available to accommodate diverse needs.

6. Customer Care

a. Customer satisfaction is regularly assessed, ensuring needs are met promptly.

b. Effective communication with stakeholders fosters trust and collaboration.

Report on Evaluation of a Learning Provider’s Learning and Development System

Introduction

This report evaluates the learning and development system of a learning provider using specific quality criteria. The evaluation examines key aspects such as quality assurance, audits, control mechanisms, efficiency, change management, and customer care. Three sources of information—government accreditation standards, provider audit reports, and feedback from stakeholders—were utilized to form the basis of this analysis.

Findings

1. Quality Assurance

• The learning provider demonstrates a strong commitment to quality assurance through the following practices:
• Establishment of a ‘quality culture’ supported by regular quality assurance reviews.
• Identification of learners, industry stakeholders, and beneficiaries as primary customers.
• Capacity-building initiatives to provide qualified facilitators and assessors with the necessary resources.
• Clear understanding and adherence to standards aligned with the NQF, supported by policies to ensure consistent delivery of qualifications.

2. Quality Audits

The provider operates an internal audit system to monitor and assess the effectiveness of its programmes and assessments. Findings indicate that:

• Audit results are documented and analyzed for ongoing improvements.
• Regular internal reviews ensure compliance with the QCTO and other
• regulatory bodies.

3. Quality Control. Key quality control practices include:

• Development of detailed policy statements to outline objectives and mission alignment.
• Implementation of a robust quality management system to define and standardize processes.
• Consistency in programme design, delivery, and evaluation supported by regular reviews.

4. Enhancing Efficiency. The provider delivers cost-effective training by ensuring that:

• Standards and qualifications remain relevant and industry-specific.
• Objectives include benchmarks for continuous improvement.
• Progress is measured and reported against established goals.

5. Management of Change. The provider has implemented effective change management practices, such as:

• Contingency planning to address industry and technology-driven disruptions.
• Flexible learning and assessment options to accommodate varying needs.

6. Customer Care. Customer care is a cornerstone of the provider’s system, demonstrated by:

• Regular satisfaction surveys to capture learner and stakeholder feedback.
• Maintaining open communication channels with stakeholders for responsive service delivery.

Recommendations. To further enhance its learning and development system, the provider should:

1. Strengthen mechanisms for collecting and analysing learner feedback.

2. Increase the integration of innovative technologies in learning delivery.

3. Expand opportunities for experiential and workplace-based learning.

Conclusion

The evaluation confirms that the learning provider meets critical quality criteria, reflecting compliance with South African policies, including the Skills Development Act and QCTO standards. Strengths include a strong quality assurance system, effective management of resources, and a learner-focused approach.