quality oepm junio2011
DESCRIPTION
Quality Management System description at OEPMTRANSCRIPT
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June 2011
SPTO QUALITY MANAGEMENT
SYSTEM
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• Quality Framework
• QMS Structure
• QMS Certification
• QMS Tools
• QMS Benefits
INDEX:
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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
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• 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
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• OHIM
EQMS – European Quality Management System
PQS – Product Quality Standard
OHIM Cooperation Fund activitiesExample: Project Quality Standars
Quality Framework
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ORGANISATIONAL STRUCTURE
QMS STRUCTUREQMS STRUCTURE
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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
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QMS STRUCTURE
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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
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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:
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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.
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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
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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
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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
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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
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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
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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
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“Don´t bother me now! Can´t you see I´m busy trying to win this battle!”
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Contact details:Gerardo Penas – Quality [email protected]
Marta Cortés Duro – Patent [email protected]
Pablo Gómez del Pozo – Patent [email protected]
¡ GRACIAS !