One of the factors of a successful transition to the competence-based educational programs is the usage of the integrated automated systems of control of the educational activity, which important function is granting the relevant information for management of the educational process quality, and for providing the demanded level of development of students' competences.

The realization of such management functions as monitoring and control in the organizations is impossible without the using of the automated information systems, allowing to accumulate huge arrays of primary data on a wide range of activities and systems of analytical information processing. The important component of monitoring and control is the development of a system of indicators and metrics on the basis of which the analysis of the supervised object and of the administrative processes condition can be realized.

As the choice of control methods depends on level of a maturity of a control system, the fullest picture of functioning of the organization give estimates of the processes efficiency, and also KPI, in a case when the control system didn't reach a high level of a maturity. Thus, we will consider the development of the balanced indicators system (Balanced Scorecard, BSC) for control system adjusted for the principles of the process approach.

The service-process method of formation of the system of the balanced indicators includes the following stages.

1. Representation of different types of activity of the organization in the form of a set of services with the definition of their target indicators and roles in the realization of strategic tasks.

2. Formation of the catalog of services, with their description according to the developed system of services indicators.

3. Definition of the processes providing realization of services. Development of the system of indicators of processes. Formation of key indicators of processes productivity (KPI) which support target indicators of high level.

4. Modeling of processes. Development of metrics of processes activities which support KPI.

During the creation of target indicators phasic approach on the basis of a method of decomposition is applied, and the allocated target indicators have to satisfy to the principle of SMART [3].

The basis for formation of services indicators, KPI, metrics of processes activities form from the processes models coordinated with the cycle PDCA. Models can be developed on the basis of any notation supporting methodology of object-oriented modeling and the analysis.

The examples of the processes models, developed on the basis of the notation BPMN 2.0 by Enterprise Architect (EA) facilities, show interrelation between the levels of the process description and indicators: the high level of process description corresponds to the high level of the indicator (fig. 1, 2). The workflow models allow to display the purposes, tasks, contents, rules, roles, processes indicators by allocation of responsibility zones on the charts (fig. 2).

Fig. 1. Contextual chart of process

Fig. 2. Chart of workflow process

The usage of process approach and systems of the balanced indicators in the management allows to solve a number of problems:

- to increase the controllability of educational process on the basis of identification and structurization of activity types, the necessary entrance data, the using resources, and the expected results;

- to create a system of process indicators, methods of their measurements and to carry out different types of monitoring for providing a demanded level of training quality;

- to operate a quality of training, as the processes structured according to the cycle PDCA, become measurable, due to the possibility of development of norms and requirements for realization of each stage and activity type.

2. GOST R ISO 9000-2008. Quality Management Systems. Fundamentals and Vocabulary. – Introduction. 2008-03-18. – М.: Standardinform, 2008. – 36 p.

3. ITIL [Electronic resource]. – Electronic data. – [2011]. – Access mode: http://www.itil.co.uk/

4. Stracke, Christian M. Process-oriented Quality Management. In: Ehlers, UlfDaniel/ Pawlowski, Jan Martin (Eds.): Handbook on Quality and Standardization in E-Learning. Berlin: Springer. 79-96. [also online available on: http://www.qed-info.de/downloads]. 2006.

5. Brooks P. Metrics for Management of IT-services /Piter Brooks; English Translation. – М.: Alpina Business Books, 2008. – 283 p.

6. Greeny V. Analysis of Educational Achievements at National Level. / V. Greeny, Т. Kellagan. – М.: Logos, 2011.