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www.aqucatalunya.cat
Quality, the assurance of improvement.
www.aqucatalunya.cat
Quality, the assurance of improvement.
Using ISO in AQU Catalunya
Núria Comet,
Barcelona, 14th April 2008
www.aqucatalunya.cat
Quality, the assurance of improvement.
ISO requirements
ISO and European Standards
Using ISO in AQU Catalunya
Index
www.aqucatalunya.cat
Quality, the assurance of improvement.
What is ISO 9001?
ISO 9001 is an international consensus on good quality management practices.
It provides a set of requirements for a quality management system,
regardless of :•what the organization does,•its size, •whether it is in the private, or public sector.
Iso survey, 2006
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Quality, the assurance of improvement.
Number of certified universities by ISO (Spain)
16%
84%
Public certified universities
Private certified universities
60%
40%
Certified universities
Non certified universities
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Quality, the assurance of improvement.
ISO has a bad reputation; it is considered to be a formal system with many requirements.
ISO 9001:2000 Has significantly reduced the documental
requirements Less preceptive than the 1994 version More flexibility
ISO 9001
What are the real requirements of ISO 9001?
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Quality, the assurance of improvement.
4.2.3 Control of documents
4.2.4 Control of records
8.2.2 Internal audit
8.3 Control of nonconforming product
8.5.2 Corrective action
8.5.3 Preventive actionCombine in one
document
ISO 9001:2000 requires to have documented procedures for the following six activities
Requirements
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Quality, the assurance of improvement.
Quality policy
Quality objectives
Quality manual
Requirements
Only three documents are specially mentioned in ISO 9001:2000 (clause 4.2.1)
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Quality, the assurance of improvement.
For example: Process map Process flow chart Work instructions Documents containing internal communications
The entities could increase the number of documents to add value to the Quality management systemto save knowledge
Requirements
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Quality, the assurance of improvement.
Is an international system to assure the management of the quality system.
Gives a lot of flexibility the formal aspects depends on your organisation.
Asks for measurement and evaluation of the activities.
Internal revision is mandatory.
Yearly external certification.
Strong points
www.aqucatalunya.cat
Quality, the assurance of improvement.
ISO requirements
ISO and European Standards
Using ISO in our Agency
Index
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Quality, the assurance of improvement.
ESG and ISO 9001
ESG FOR EXTERNAL QUALITY ASSURANCE AGENCIES
WHAT ABOUT ISO 9001?
Product = Assessment activities
3.2 OFFICIAL STATUS It doesn’t mention legal aspects
3.3 ACTIVITIES - evaluation, review, audit, assessment, accreditation
7. Product realization
3.4 RESOURCES - human and financial6. Resources management
(not financial)
3.5 MISSION STATEMENT: goals, objectives, policy, management plan
5. Management responsibility: Q policy, Q objectives, Q management system
3.6 INDEPENDENCE It doesn’t mention legal aspects
3.7 EXTERNAL QUALITY ASSURANCE CRITERIA AND PROCESSES
4. Quality management system: processes, criteria, methods, improvements
3.8 ACCOUNTABILITY PROCEDURES: policy, experts, sub-contractors, feedback
5.3 Quality Policy
7.4 Purchased (evaluate and select suppliers)
8. Measurement, analysis and improvement
www.aqucatalunya.cat
Quality, the assurance of improvement.
ISO requirements
ISO and European Standards
Using ISO in AQU Catalunya
Index
www.aqucatalunya.cat
Quality, the assurance of improvement.
Objective:
To implant a system that assures quality and the improvement of our activities
To fulfil ISO 9001 and ESG requirements
To share knowledge
A simplified system focused on the day-to-day work× Complex systems× Very formally systems× Full of templates or internal requirements
Internal Quality System in AQU
DISASTER !!!
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Quality, the assurance of improvement.
ISO in AQU Catalunya
Process map Flow charts
We have two work tools
Framework that defines the activities
Application Project work
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Quality, the assurance of improvement.
Process map
STRATEGIC PROCESSES
E.01. Planning ofactivities
E.02. Innovation anddevelopment
OP
ER
ATIV
EP
PR
OC
ES
SE
S
OP.01. Assessment of institutions anddegree standards
OP.02. Accreditation and
certification
S.02. Identificationand selection of
experts
S.03. ComputerSystemProjects
S.04. Qualitysystem
S.01. Externalrelations
S.07. Serviceprovision andpurchasing
S.10. InformationSystem (library,
archive…)
S.11. Communicationand publications
E.03. Projectionand external
relations
OP.03. Assessment of university teaching staff
OP.04. Advice and training
S.06. Human resources
OP.05. Studies
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Quality, the assurance of improvement.
Flow charts
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Quality, the assurance of improvement.
Each project contains: Planning ISO 7.1 Responsibilities ISO 5.5.1 Target figures ISO 8 Satisfaction ISO 8
Project work
The information is gathered in a single
document/file
Evidence ISO 4.2
At regular times Project meetings
Annually Management review ISO 5.6
Follow-up and analysis of results
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Quality, the assurance of improvement.
FASE
Revisió: 26-11-2007 ANY
MES
SETMANA 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52
WP Activitat Responsable
Disseny Requisits inicials X X X X X X X X X X X X X X X X X X X X X XElaboració Manuals X X X X X X X X X X X X X X X X X X X X X X
Av. interna Elaboració Autoinforme X X X X X X X X X
Visites XInforme final X X X X X X X X X
Avaluació interna X X
Audiències Virtuals X X
Visites X
Tancament Informe final X X X X X X X X X X X X X X X X X XMetaavaluació X X X X X X X X X
Disseny Revisió manuals, Convenis,... X X X X X X X X X X X X X
Avaluació interna - Informàtica X X X X X X X
Avaluació interna Econom
Audiències Virtuals
Visites
Tancament Informe final Metaavaluació
Dates Clau: Previsió reunions: Participants: X X realitzatEntrega informe final : 30 setembre S1 Seguiment -1 ==> sem. 38 Resp. Projecte A. Prades - E. Huertas previst
S2 Seguiment -2 ==> sem. 40 Seguiment Projecte N. Comet feina extQualitat inst M. Curieses
TF Tancament final ==> sem. Qualitat internaComunicacióRRHH- ControllingInformàticaJurista
INSTITUCIONAL
ESTUDIS
S2
Avaluació externa
FASE 1
SETEMBRE OCTUBRE NOVEMBRE
Av. Externa
PROJECTE - AVALUACIÓ UOC
2007GENER FEBRER MARÇ ABRIL MAIG JUNY JULIOL
Avaluació externa
ESTUDIS
FASE 2
DESEMBRE
REUNIONS DE SEGUIMENTS1
AGOST
Planning of product realization ISO 7.1
Annual planning
Detailed planning for each activity
Quality Assessments Projects AQU - 2008
90
120
90
90
30
150
90
150
60
60
365
150
150
90
90
90
90
90
90
30
60
60
0
60
60
120
0
60
0
60
60
60
60
90
03-Jan-08
02-Feb-08
03-Mar-0
8
02-Apr-08
02-May-08
01-Jun-08
01-Jul-0
8
31-Jul-0
8
30-Aug-08
29-Sep-08
29-Oct-
08
28-Nov-08
28-Dec-08
UOC - AVAL -1
UOC - AVAL -2
MASTERS
CENTRES R+D
INSERCIO LABORAL
INDICADORS_MEC
AUDIT - AVAL 1
AUDIT - AVAL 2
PLA PILOT
CENTRES ADSCRITS
GUADALAJARA
Projecte europeu ENQA
Seguiment Ajuts - Estudis
selfasse/internal external assessment report / follow-up
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Quality, the assurance of improvement.
Who is in charge? Name When? How often? What to do?
Activity details
Result: what really happened?
Product realization ISO 7
Persons in charge Start
Time planned End
Actual situa-tion
Requirements / Observations
Dossier revision
Revision of documentationGloria-Rocio- Marta
12 Nov
3 weeks3
Decok
Distribution by dossier number – each person is in charge of the file for the entire processActivity started 7/11/2007
Enter files into GGloria-Rocio- Marta
12 Nov
3 weeks3
Decok
Activity started 7/11/2007
Enter files into GESTA Gloria-Rocio- Marta
12 Nov
3 weeks3
Decok
N.B. Change of place!! Planned for 15 Nov ==>< + 1 week/Activity started 7/11/2007
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Quality, the assurance of improvement.
Objective
Result
Analysis
Mesurament, analysis and improvement ISO 8
1. Time indicators (to be completed by the project manager)
ResultValoració (only for unaccomplished)
1. Initial requirements Ok
2. SelfAssesment OK
3. External Assessment OK
Delay The writing and correction==> longer than expected
5. Training of new external experts Ok
2.Financial indicators (to be completed by financial manager)
Initial provision 100 €
Final cost 110 €
% Deviation 10%
Assessment
4. Publication ReportInternal reflection mechanism
PROJECT INDICATORSOpen University Assessment 2007
Target: the guides have to be published before the selfassessment
Target: 1 week before planned external asessment. Much before is not recommended
Increase due to the increase of international experts.
Internal assessment committee- CAI=80€External assessment committee- CAE= 10 €
Target: follow the planned deadline
Target: 1m to do the final report
Target: report 1 month/ reflection completed in 2 months
Analysis
1. Time indicators (to be completed by the project manager)
ResultValoració (only for unaccomplished)
1. Initial requirements Ok
2. SelfAssesment OK
3. External Assessment OK
Delay The writing and correction==> longer than expected
5. Training of new external experts Ok
2.Financial indicators (to be completed by financial manager)
Initial provision 100 €
Final cost 110 €
% Deviation 10%
Assessment
4. Publication ReportInternal reflection mechanism
PROJECT INDICATORSOpen University Assessment 2007
Target: the guides have to be published before the selfassessment
Target: 1 week before planned external asessment. Much before is not recommended
Increase due to the increase of international experts.
Internal assessment committee- CAI=80€External assessment committee- CAE= 10 €
Target: follow the planned deadline
Target: 1m to do the final report
Target: report 1 month/ reflection completed in 2 months
Objective
Result
Objective
Result
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Quality, the assurance of improvement.
Mesurament, analysis and improvement ISO 8
3. Quality indicators
experts Result
Obj> 40% 5/ 10
Obj> 20% 2/ 10
Obj> 40% 5/ 8
Analysis
External claims Comments
Internal claims Commets
1. num. of external experts- out of catalan university system / experts
2. num of experts (non graduate.- professional) / experts
3 num. of academical international experts/experts
non complaints
(to be completed by the project manager)
External and Internal non conforming
Result
Target
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Quality, the assurance of improvement.
Conclusions
ISO is an approach or a tool to think and reflect on your processes.
It helps to ensure the implementation of the ESG
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Quality, the assurance of improvement.
Conclusions
BUT to success is important: Reduce the number of templates and documents.
Forget to do things only for ISO. (You will do the day
before the external audit).
Reduce the number of targets.
Introduce the requirements in the daily work.
Although all the staff must be trained, it is good to have
one “internal quality expert” in each department.
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Quality, the assurance of improvement.
Thanks for your attention
AQU CATALUNYA