Quality Management System

Resources

Administration

Feedback Arrangements

Communication to Users

Quality Assurance

QUALITY MANAGEMENT SYSTEM: STRUCTURE

Head of Technical Division

Complaint Head of TechnicalUnit

Examiner

QMG

QUALITY MANAGEMENT SYSTEM:HANDLING OF COMPLAINTS

Correspondence from applicants orrepresentatives regarding complaints relating tosearch and examination activities are directed to

departments involved

QUALITY MANAGEMENT SYSTEM:PROCEDURE OF QUALITY ACTIONS

QUALITY MANAGEMENT SYSTEM:PROCEDURE OF QUALITY REPORTING

One consequenceof this QC programme have been the ”Services Charter”.

QUALITYCONTROL

The ”Services Charter”contain descriptions ofthe OEPM services, aswell as quantified timequality undertakings

COMMITMENTS PARAMETERS

QUALITY CONTROLOEPM Surveys

It is desirable to know the satisfaction of patent system users

A quality control process upon PCT applications havebeen established

According this QC process a periodically survey system is proposedto PCT applicants.The surveys include several questions about PCT Reports andOpinions and the applicant degree of satisfaction with it.

The survey samples take in consideration also severaltechnical fields and specific professional populations:

Electrical Machines AttorneysHuman Necessities RepresentativesAudio & Video Media CompaniesElectronicsComputers

QC

QUALITY CONTROLOEPM 2003 PCT External Survey

• Company: SOLUZIONA

• Subject: Overall satisfaction with OEPM search services in PCT files

• Period: November 2002 – February 2003

QUALITY CONTROLOEPM 2004 PCT Internal Survey

• Subject: Evaluation of quality level on ISRs and WOs

• Size: 234 ISRs + WOs

• Period: January – June 2004

Novelty andInventive step

020406080

100120140160180

No Comply68%

Comply32%

Number of

Claims

Affected

Boxes VII and VIII:29% applications affected

Article and Rule 5 (Description)

Others

Article and Rule 6 (claims)

QUALITY CONTROLOEPM 2004 PCT External Survey

• Company: NOVOTEC

• Subject: Evaluation of Patent Agents level ofsatisfaction in PCT procedure

• Size: 159 Professional representatives

• Period: September 2004

CALIDAD DEL INFORME DE BÚSQUEDA

2 ,20% 22 ,20% 46,70% 20 ,00% 8 ,90%

0% 20% 40% 60% 80% 100%

MUY INSAT. INSAT. INDIF. SATISF. MUY SATISF. NS/NC

CALIDAD DEL INFORME DE BÚSQUEDA

2 ,20% 22 ,20% 46,70% 20 ,00% 8 ,90%

0% 20% 40% 60% 80% 100%

MUY INSAT. INSAT. INDIF. SATISF. MUY SATISF. NS/NC

¿CUÁNTO TIEMPO PASA EN GENERAL DESDE QUE PRESENTA LA SOLICITUD DE PATENTE HASTA QUE RECIBE EL IBI?

21,80%

4,30%

73,90%

MENOS DE 3 MESES ENTRE 3 Y 9 MESES MÁS DE 9 MESES NS/NC

¿CUÁNTO TIEMPO PASA EN GENERAL DESDE QUE PRESENTA LA SOLICITUD DE PATENTE HASTA QUE RECIBE EL IBI?

21,80%

4,30%

73,90%

MENOS DE 3 MESES ENTRE 3 Y 9 MESES MÁS DE 9 MESES NS/NC

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