Are we meeting the needs of our learners? Are we fulfilling our vision of excellence in learning? How do we marry the theory of Quality Assurance with the services we offer, with particular reference to the web-supported courses we design, develop and deliver? The Department of Education Innovation (TLEI) was established at the University of Pretoria in 1997. The Department is confident in the knowledge that it has the support of top management and from small beginnings is now becoming a showpiece of the University. Concomitant with such responsibility and visibility is the necessity to produce results, not just in the quantity of blended courses developed and managed, but also in the quality thereof.