Program evaluation: improving open and distance learning student support services at a university

The study was significant from customer satisfaction and continuous improvement perspectives, particularly as the higher education sector was undergoing global and Commonwealth Government-initiated quality management reforms.The researcher was commissioned outside of the university as the sponsor regarded it crucial to engage a researcher with prior knowledge and experience of the methodologies and appreciation of student support services within the open and distance learning environment. The current research study achieved three outcomes: (i) design,development and implementation of an internationally certified online program evaluation model to measure the effectiveness of ODL student support services; (ii)formation of three constructs for ODL student support services, staff and workplace learning; and (iii) a new workplace learning program for staff engaged in ODL student support services.