As a leading knowledge provider and qualifying body for organizational and professional development in Hong Kong, PEAK is dedicated to the provision of high quality products and services to all of its users.

As part of an operational unit under Vocational Training Council, PEAK is subject to the council-wide quality assurance system consisting of:

• A Quality Policy, which states PEAK's commitment to the provision of quality services and the principles that underlie this;
• A Quality Assurance Framework for implementing quality management processes and using outcome and process performance indicators to measure the quality of the courses and activities that support them; and
• An Evaluation System on the effectiveness of the management processes in producing quality.

The Quality Policy commits PEAK to create a culture and working environment within which all staff can develop their capability and maximize their contribution to the provision of total education and training experience, which will enable trainees to make the most of their potential and subsequently meet the manpower needs of the economy.  The Policy is to be implemented with a quality assurance system that is based on:

• The concept of total quality management, which requires every staff member at PEAK to actively seek and respond quickly to feedback from internal and external customers;
• The concept of continuous improvement, which requires every staff member to continuously improve their performances within a set time-frame; and
• The ISO9000 system's Plan-Do-Check-Act cycle, which requires the implementation of the planning processes in an integrated manner to ensure consistency and the non-duplication of efforts.

Process and outcome performance indicators are used to measure the quality of PEAK's courses and activities that support them.  The Framework used to present the performance indicators is based on the internationally accepted Malcolm Baldrige National Quality Programme.  Its starting point is the pivotal role that leaders play in driving the processes that enable quality to be achieved.  In operational terms, the Framework is broken down into 8 components, i.e. leadership, strategic planning, financial and human resources, educational and support process management, student performance results, stakeholder satisfaction results, budgetary and financial results, and organizational effectiveness results.

Two forms of evaluation are conducted to show the extent to which PEAK has been able to implement its enabling management processes effectively, meet quantitative targets set for outcome performance indicators and do well in student surveys:

• An annual Self-assessment conducted by PEAK on the effectiveness of its operation, which also identifies the areas of strengths and weaknesses and sets out the areas for improvement in the forthcoming year; and
• A periodic Quality Review, with external input, to validate the findings of the annual Self-assessment and ascertain that action to address weaknesses and to build on strengths has been implemented.

Programme Development, Delivery, Evaluation, and Improvement

The Plan-Do-Check-Act Cycle

1. Programme Development

• Programme development is initiated by PEAK's full-time training consultants. It is followed by consultation with relevant training boards*, industry associations, and employers to gauge market demands.

 2. Delivery

• A rigorous recruitment progress process is imposed to make sure only the qualified candidates trainers with appropriate academic qualifications and relevant work experience are hired.
• PEAK's full-time training consultants pay class visits to make ensure that the course delivery is of an acceptable standard.
• PEAK's administrative staff provides excellentnecessary support facilitiesservices. All the classrooms and computer laboratories are well-equipped.

 3. Evaluation

• There are end-of-course evaluations, the results of which are referred to relevant training consultants and training boards for reference and necessary follow up actions.

 4. Improvement

• PEAK's full-time training consultants prepare periodic reports on course performance. The reports included relevant statistics, comments from various stakeholders, and necessary action plans. 
• PEAK's senior management team reviews the reports every six months to ensure that improvement measures are properly taken.

 *Each of the VTC training boards consists of prominent members in the respective industry, representatives from professional organizations, regulatory bodies and relevant government departments as well as the senior management of the VTC.