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Bibliotheek TU Delft, Projects & Consultancy | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 ||

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Presentation on theme: "Bibliotheek TU Delft, Projects & Consultancy | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 ||"— Presentation transcript:

1 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 1 Quality management: why and how we implemented ISO 9002 Reinder Jan Zwart MMO, director Projects & Consultancy Delft University of Technology Library Bydgoszcz - Gniew, September 13, 2000

2 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 2 Program September 21,1999 Theoretical background: Andy Dawson Some information on DUTL ISO at the DUTL: why and how ISO and management information Balanced Scorecard (BSC)

3 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 3 Who we are... Some information on the DUTL

4 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 4 Scope “DUTL (Delft University of Technology Library) addresses the scientific communication needs of knowledge-based workers in their study and work.” “…our rational and key competence lies in providing scientific knowledge that is easy, integrated and quick not only to access but also to process.” Manifesto, May 1999

5 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 5 Delft University of Technology 7 faculties 15 programs (of which 8 are unique for The Netherlands) 13,000 students (8% from abroad) 4,500 staff, of whom 2,100 scientists 200 professors

6 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 6 Delft University of Technology Library –Central location on campus –New ‘grass roof’ building –plus 17 department libraries –Staff of 220 –National task and international role

7 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 7

8 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 8

9 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 9

10 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 10

11 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 11 What we do...

12 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 12 What we do information infrastructure standard products and services customised products and services consultancy

13 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 13 What we do: infrastructure Access to collection (web catalogue) – 900,000 books – 8,000 current periodical subscriptions – web access to 50 bibliographical databases – web access to 800 online periodicals Document delivery (1000 copies of articles /day) Study facilities (personal composer) Knowledge centres (MIC, DTMO)

14 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 14 What we do: standard products and services Internet and Research information courses Course room facilities Database searches Document delivery from sources world wide

15 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 15 What we do: customised products and services management of information centres database building consultancy: information audits (general and specific f.i. DocUTrans) information retrieval and publishing - software development

16 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 16 DUTL: services and products Document delivery Books, photocopies, direct access to full-text Information brokering: Guide to good information sources literature research consultancy to other libraries Management of information centres The organisation: 1 central library and 17 sub-libraries PLUS 1 virtual library –220 employees – titles – documents in open stacks –3000 loans/week –2,000 photocopy- requests/day

17 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 17 Summary:  to provide the right information  to the right people  at the right time  at the right place  customised

18 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 18 Why certification… Some background information

19 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 19 Why certification... External developments / threat Redesign internal procedures: –cut back through put time (from 8 to 4 day delivery, from there from 4 to 2 days) –increase quality –decrease faults Staff involvement

20 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 20 How we did certification... Practical information on the process

21 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 21 ISO 9002 at DUTL Start May 1995 –Orientation on approach (ISO project) –Selection certifying institutions Start ISO project November 1995 –internal schooling –implementation quality management system Certification January 1997 Renewal of cerificate and expansion of scope: January 2000

22 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl Target continuous process monitoring quality warranted - do what we promise – 4 days guarantee for photocopies – lend out books from the counter within 15 min. control of cost - are we acting in the right way? increase competitive position

23 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl Internal approach advisor of certifying institute (Veritas) internal steering committee –director Information Logistics –quality Co-ordinator –internal advisor –head Personnel & Organisation working group per procedure, but chain management

24 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl Description of the process Starting-point, state of affairs on the basis of the standard, standard figures make an inventory of the already described processes and procedures set up a management system –quality management –procedures –instructions –audits and improvements

25 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl process description and implementation 4. process description and implementation internal workshops process responsible staff write own procedures and quality indicators course (internal) audits (11 staff members) periodical internal staff meetings to discuss quality issues / topics of process

26 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl implementation and improvement internal audits have a critical look at the procedures approve procedures course ‘improvement measurements’

27 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl certify external audit keep on improving yearly reviews and management review certify successful every 6 months external audit

28 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 28 Some theoretical statements …and their effects

29 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 29 ISO 9002 Quality system model for certifying the quality: –for manufacturing products –controlling the process –follow-up care –capability personnel does not say anything about how to give form to the quality system in the organisation or the quality of products

30 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 30 ISO 9002 standards (20) regarding management relationship with suppliers relationship with customers controlling the process improving follow-up care and settlement of complaints personnel management administrative organisation

31 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 31 ISO and management information ISO gives continuous input through: the internal quality system obligatory management review internal audits quality forms ISO suitable as management tool

32 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 32 ISO as management tool Start characteristics and indicators f.i. quality cost: cost which are made because there was not a 100% quality delivery Planning and control f.i. making agreements =culture independent

33 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 33 Management information and control manage / steer on basis of deviations, faults and complaints: –feedback –control steer on basis of information –feed forward –could / should give direction

34 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 34 Strategic premises of an organisation effectivity efficiency creativity flexibility Balance: between internal and external orientation between control and change

35 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 35 ISO forces organisation to react to: benchmark information / figures perform competitor analyses perform vendor /supplier assessment production results

36 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 36 ISO and management information DUTL effectivity of quality system continuous measuring of performance yearly analysis methodological analysis (f.i. Pareto) draw up quality management reconsider organisational goals / aim cost analysis of complaints / questions on performance

37 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 37 Management responsebilities Planning of quality system: effectivity of system = evaluate and certify judge implementation = perform outcome decide on actions to be taken = action plan realise new goals / aims = readjust

38 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 38 Responsibilities of quality coordinator analyse internal and external audits analyse quality forms analyse suggested measures for improvement analyse contracts

39 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 39 The next step... Tools that were introduced at DUTL: –Balanced Score Card product instead of process steering / input performance indicators –Project management (DPM) –Scope expansion ISO certificate will expand January 2000 as well as July Rest organisation will follow

40 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 40 Why…?

41 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 41 Verifiable mission statement “Lofty vision and strategy statements don’t translate easily into action at the local level” Kaplan and Norton, 1996

42 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 42 Two adaptations Share “Parties with a vested interest … are the clients, from both in- and outside the Delft University of Technology, the patrons, … our strategic partners and last but not least the library staff.” Manifesto, May 1999 Scorecard per product i.e. not per organisational unit. Stakeholders

43 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 43 Balanced Score Card: per product instead of process Adapted from: Robert S. Kaplan & David P. Norton, Harvard Business Review, stakeholders

44 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 44 Scorecard #

45 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 45 Scorecard 1

46 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 46 Scorecard 2

47 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 47 Scorecard 3

48 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 48 Scorecard 4

49 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 49 Scorecard 5

50 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 50 Perspective planning

51 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 51 Organogram BTUD Product clusters Perspective groups

52 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 52 Internal processes Project and control cycle –Quarterly progress report Management instruments –Intranet, project management system (DPM), ISO, time keeping, databases (clients, contracts, products), etc. Decentralising personnel and financial management (empowerment)

53 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 53 A (not so) far-away look Robert S. Kaplan & David P. Norton, Harvard Business Review, 1996.

54 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 54 Planning in Delft Migration to ISO 9001:2000 Expansion of scope of certificate Increase effect of Plan / Do / Act / Check quality cycle with the use of the BSC

55 Bibliotheek TU Delft, Projects & Consultancy | postbus MG Delft | tel | fax || tudelft.nl 55 Questions ?


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