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Quality, the assurance of improvement.



Using ISO in AQU Catalunya

Núria Comet,

Barcelona, 14th April 2008



ISO requirements

ISO and European Standards


Index



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



Number of certified universities by ISO (Spain)

16%

84%

Public certified universities

Private certified universities

60%

40%

Certified universities

Non certified universities



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?



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



Quality policy

Quality objectives

Quality manual

Requirements

Only three documents are specially mentioned in ISO 9001:2000 (clause 4.2.1)



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



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



ISO requirements


Using ISO in our Agency

Index



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



ISO requirements



Index



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 !!!



ISO in AQU Catalunya

Process map Flow charts

We have two work tools

Framework that defines the activities

Application Project work



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



Flow charts



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



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



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



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



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



Conclusions

ISO is an approach or a tool to think and reflect on your processes.

It helps to ensure the implementation of the ESG



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.



Thanks for your attention

AQU CATALUNYA

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