Certified Quality Management

Improving services and assuring quality - that defines DW Akademie's quality management system (QMS). The system makes it possible to verify the success of DW Akademie services, and aids in designing them for the long term. The ISO 9001 certification is an internationally-recognized appraisal scale. "DW Akademie developed its QMS system with the goal of justifying its claim to be a leading institution for international media development cooperation," says Gerda Meuer, director of DW Akademie. "With the ISO certification it has an internationally recognized quality seal."

DW Akademie's quality goals are oriented around customer and participant expectations regarding consultations and workshops, and also around the expectations of clients and partners. These goals are continually reviewed. DW Akademie trainers also play a central role and are chosen according to clear and objective criteria. In addition, all trainers and project managers are trained on the QMS.

“All staff members have to know their tasks and how to perform them. Our quality management system documents and monitors these processes,” says Karl Lippe, DW Akademie's quality control manager. He headed the development of the QMS system and continues to refine it.

Another important component of DW Akademie's certified quality management is project evaluation. Director Gerda Meuer: "Participant satisfaction is an important indicator of the quality of our services." The evaluation system rests on three pillars. Firstly, participant satisfaction is ascertained at the end of a workshop. A year later the participants are surveyed on the project's lasting effect and impact. In addition, the trainers are annually surveyed on how they see the quality and effectiveness of the projects. The survey results are statistically evaluated and together produce a series of indicators. Using these as the basis, DW Akademie project quality can be further refined.