quality management in courts bert maan. what is quality? two sorts of quality: – legal quality –...
TRANSCRIPT
Quality Management in Courts
Bert Maan
What is quality?
• Two sorts of quality:– Legal quality– Quality as organisation
• Internal• external
Quality as organisation
• To what extent is the organisation able – to perform its function – to fulfil its mission
Organisation
• Public• Expectations– Speed– Efficiency– Behaviour and attitude– Information
Courthouse
• Identity• Opening hours• Security• Showing the way• Waiting rooms• Waiting time
Services
• Availability of tea/coffee;• Phones• Registries• Toilets
• PM: The evaluation of quality is the difference between the performance and the expectation.
Human resources
• Selection• Training and education• Personal development – career
Combination
• Legal task• Public organisation• Expectations by the public• Well functioning of judges and staff
Control through an integrated system.• EFQS or INK – or similar
Leadership
• Should not be too far away• Should be consistent• Should be supported by organisation
Links
• Between strategy and leadership;• Influence on employees at court• Influence on required tool• Control of the processes• Assessment • Final result• Learn and improve
Measuring
• MWO (employees survey)• Customer survey• Comments evaluation by society– Stakeholders– Media
In court
• Speed and consistence are part of quality– Registering incoming cases and output– Duration of pending cases– Efficiency
Organisational quality
– Performance• Management information each month
– Incoming cases;– Finished cases» Withdrawn» Settled» Interlocutory judgement» Final judgement
Legal quality
Who determines?– Colleagues– Lawyers– Parties– Complaints– Media– Appeal court
Methods
• Conferences with lawyers• Meetings to discuss • Jurisprudence• Own cases in appeal
Behaviour
• Training staff– (How to deal with angry people)
• Intervision• Sitting with three judges• Role of ushers
Legal quality
– Monitoring through• Advocates• Publication (rechtspraak.nl)• Complaints• Media• Appeals/cassation
Ensuring quality
– Case-law discussion– Presentations– Internal training/education;– Permanent education SSR– Intervision– Courses elsewhere
Human resources policy-tools
– periodic interview head of section– annual talks with court president– promotion– personal file
Quality - risks
• Identify risks: judge alone/single judge• Information on judges– Level of cooperation– Clerk/ judicial assistant – Report misbehaviour (informal)
What to measure
• Average duration;• Management of old cases• Percentage appeals• Number of complaints• Number of impartiality challenges
Measuring qualıty court
• MWO (employees survey)• Customer survey• Comments evaluation by society– Stakeholders– Media
Recommendations
• Keywords– Control– Management information– Quality of human resources– Public dimension– Leadership– Professionality
Result
• Using the tools, you wil obtain:– Management information;– Integrated human resources policy– Information about quality– Outcome of customer review– Result of employee review– Annual reporting
Trust
• Management of expectatıons
• In order to gain or maintain the confidence of society, transparency is the key word:– Say what you do– Do what you say– Show that you do what you say
Questions/observations?
Teçukkur ederim!