References: 1. K.Ahaus, F.Diepman: “Balanced scorecard & INK management tool”, Kluwer 2005 2. CEDEFOP(2004): “Innovative practices in e-learning” 3. A.M.Husson, B.Merison, J.Schreurs, E.Morin, H.Van Heysbroeck: “European self-evaluation tool for e-learning: an ongoing focus on quality and customer’s needs” in Proceedings of the 11th Int. Conf. On technology supported Learning& Training: Online EDUCA Berlin Nov29-Dec 2, 2006. page 466-469; ISBN 3-9810562-3-X 4. N.K.Parker: “Quality delimna in online education”, in Anderson, Terry & Fathi Elloumi(eds) Theory and Practice of online learning. Athabasca University, Canada. 5. J.Schreurs, R.Moreau: “Presta Coach Performance Management and a balanced scorecard system PRESTA”, Proceedings of ECEC’2005 conference Toulouse April 11-13; ISBN: 90-77381-16-3; pages 49-56. 6. J. Schreurs, R.Moreau: “The EFQM self-assessment model in e-learning quality management.” In Proceedings of Conference EDEN2006 Wenen 15-17 June 2006. Pages 233-238; ISBN 963 06 0063 3 7. S.Ten Have: “Key managements model”. Financial Times Prentice Hall 2003. 8. www.efqm.org Authors Prof. Jeanne Schreurs Universiteit Hasselt Campus Diepenbeek, Agoralaan-Gebouw D, 3590 Diepenbeek jeanne.schreurs@uhasselt.be Rachel Moreau Universiteit Hasselt Campus Diepenbeek, Agoralaan-Gebouw D, 3590 Diepenbeek rachel.moreau@uhasselt.be…