Feedback and evaluation only lead to higher quality if they are followed by concrete actions. At our university, the insights obtained from surveys, as well as from internal audits and stakeholder consultations, are systematically translated into Improvement Action Plans for the Erasmus+ programme. These action plans serve as structured roadmaps to address identified issues or to implement enhancements in specific areas of our internationalization process.
Each improvement action plan begins by clearly defining the issue or area for improvement. For instance, we might recognize that “outgoing students need better language support” or “the application process could be made more efficient.” For each such issue, the plan outlines one or more specific actions to be taken, assigns a responsible person or unit to each action, and sets a timeline for completion. Crucially, we also establish success criteria or key performance indicators (KPIs) to measure whether the action achieves its intended outcome. This might include target metrics like a reduction in processing time, an increase in satisfaction ratings for a particular survey question, or a count of participants utilizing a new service.
To illustrate, here are examples of actions that might appear in our improvement plans:
After an action plan is approved, implementation starts immediately. We monitor the progress of each action closely. The responsible persons report on milestones and completion of tasks, often through mid-year and year-end reviews. If an action encounters obstacles or delays, we adjust the plan or provide additional support to get it back on track.
We also evaluate the effectiveness of completed actions. Using the predefined KPIs, we assess whether the change led to improvement. For example, if we introduced a new application system, we compare user feedback from before and after its introduction; if we expanded orientation sessions, we look at the survey scores and comments regarding orientation in subsequent cycles. This evaluation is crucial as it tells us whether an action should be maintained, modified, or if further measures are needed.
The improvement action plans are living documents. They are updated regularly (typically each academic year) as new feedback comes in and as we tick off completed items. The iterative nature of PDCA (Plan-Do-Check-Act) is evident here: feedback leads to planning improvements (Plan), we implement them (Do), then measure results (Check) and make further adjustments (Act). By maintaining this cycle, our Erasmus+ Programme benefits from evidence-based enhancements that continuously elevate its quality. This systematic and measurable approach to improvement reassures our stakeholders that we are not only receptive to feedback but also committed to making tangible progress based on it.