quality oepm junio2011

OE

PM

June 2011

SPTO QUALITY MANAGEMENT

SYSTEM

OE

PM

• Quality Framework

• QMS Structure

• QMS Certification

• QMS Tools

• QMS Benefits

INDEX:

OE

PM

I. NATIONAL II. INTERNATIONAL

QUALITY FRAMEWORK

I. NATIONAL

Ruled by Royal Decree 951/2005 which established the Quality Framework within the Spanish Administration.

Programmes included::• Demand analysis and users’ satisfaction assesment. • Public Service Charter.• Complaints and Suggestions Programme.• Quality Assesment in the Organisations.• Quality awards.• Quality Observatory. 3

Quality Framework

OE

PM

• EPOII. INTERNATIONAL

PCT Treaty establishes minimun criteria refered to quality

(Chapter 21 of PCT International Search and Preliminary Examination Guidelines)

Establish and maintain a Quality Management System

Internal review Annual report

• WIPO

4

• OHIM

EQMS – European Quality Management System

PQS – Product Quality Standard

OHIM Cooperation Fund activitiesExample: Project Quality Standars

Quality Framework

OE

PM

ORGANISATIONAL STRUCTURE

QMS STRUCTUREQMS STRUCTURE

OE

PM

SPTO Quality Program

Coordinated by: Quality Adviser

Goal: Coordinate all actions at SPTO aimed to achieve efficient and competitive services

Strategic processes monitoring

Quality management development

Processes and procedures improvement

6

QMS STRUCTURE

OE

PM

QUALITY Working Groups:

• Quality Committee: It is formed by the Steering Committee integrated by

the General Director, the Directors of the different Departments and the Quality Adviser

• Quality Manager (in each Department)

• Quality Management Group (in each Department)

Integrated by the Director of Department, Heads of

operative Units, Department Quality Manager, Quality

Adviser

QMS STRUCTURE

OE

PM

QMS CERTIFICATION

PCTExamination of international patent applications, issue of search reports and preliminary examination reports in the framework of the Patent Cooperation Treaty. Technological InformationPerformance of patent technological reports, retrospective searches, technology watch bulletins and customised technology watch reports. TrademarksFilling, registration and renewal of national trade marks and comercial names. Industrial DesignsFilling and registration of industrial designs and procesing of oppositions to designs filled at the SPTO

Certified ISO 9001:2008

QMS SCOPE:

OE

PM

TWS CERTIFICATION

Technological Watch System UNE 166006:2006

Scope:

Technological Information

Performance of patent technological reports, retrospective searches, technology watch bulletins and customised technology watch reports.

OE

PM

Documentation

Dissemination

Surveys

Ind

icators

Nivel global de satisfacción

3% 6%

20%

49%

22%

Muy insatisfactorio

Insatisfactorio

Algo satisfactorio

Satisfactorio

Muy satisfactorio

dashboard

QMS TOOLS

Processes, Records

Product Quality

OE

PM

PRODUCT QUALITY(Checklists)

GOAL:

To increase the quality of issued reports

To increase the confidence level of clients in the final product

(Clients understood both as applicants and as other national or regional offices

using search and examination reports carried out by the SPTO).

QMS TOOLS

OE

PM

Product Quality Prior to issue: Heads of Technical units check 100% of reports Post-issue Review of a representative sample of reports

(Checklists)

(Checklists) CONTROL CRITERIA of issued reports

(To assure that they meet the expected levels of clarity, consistency and reliability)

• Formal aspects• Substantive aspects

Checklists for :

• PCT/ISA/210

• PCT/ISA/237

• PCT/IPEA/409

• IET (Search Report and Written Opinion for National Granting Proc.)

• ITP (Technological watch report )

QMS TOOLS

OE

PM

Implemented a certified ISO 9001 Quality Management System

PROCESS by PROCESS:

2007 PCT

2008 Technological watch procedures (UNE 166.006 also)

2010 Industrial Design and National Trademarks

2011 Renewal of trademaks

Next milestones: Appeals, National Patents, Utility models

Scope of the QMS: whole SPTO

WHAT HAVE WE DONE?

OUR GOAL

OE

PM

WHAT DID WE GAIN? Standardization and improvement of processes Internal and external recognition Periodic improvement practices Involvement of different departments/areas in one joint goal Improvement of Communication between department/areas Compliance with Chapter 21 of PCT Guidelines Data gathering. Control over processes. Client oriented organization Standardization of User Satisfaction Feedback Systems:

Complaints, surveys

QMS BENEFITS

OE

PM

WHAT DID WE LEARN?

Measuring can be a surprise

Communication is the key

If you want something to last you have to be sure

that it is useful

More difficult to maintain than to achieve

QMS BENEFITS

OE

PM

“Don´t bother me now! Can´t you see I´m busy trying to win this battle!”

OE

PM

Contact details:Gerardo Penas – Quality Assesorgerardo.penas@oepm.es

Marta Cortés Duro – Patent Examinermarta.cortes@oepm.es

Pablo Gómez del Pozo – Patent Examinerpablo.gomez@oepm.es

¡ GRACIAS !