Qualitysystem at miguel hernandezuniversity<br />
CONTENTS<br />Quality Office: what, when, who and how<br />Quality System in Miguel Hernandez University: <br />Quality Pl...
What?, When? Who? How?<br />Quality office<br />
STRUCTURE<br />QUALITY REGULATIONS<br />GOVERNING COUNCIL<br />QUALITY POLICY<br />GUIDELINES OF THE QUALITY MANUAL<br />Q...
PRESIDENT/<br />RECTOR<br />SOCIAL COUNCIL<br />GOVERNING COUNCIL<br />DIRECTING COUNCIL<br />QUALITY COUNCIL<br />PLENARY...
What and How?<br />
Functions<br />Commitments<br />Mission<br />Processes<br />
WHAT?<br />Ourmainfunctions<br />Ourmission<br />Management of theQuality Office  <br />Develop and applytheQuality Plan<b...
Commitments<br />Time of answer of suggestions: 24 hours<br />Faithfullimplementation of ourEthicalCode (100%)<br />Satisf...
How?<br />processes<br />Suggestions Box<br />Reclaims Management <br />Supporttoassessprocesses<br />SupporttoAccreditati...
Proposal:<br /> Service/Unit<br />Approve?<br />Decisión <br />Quality Committee<br />No <br />Yes<br />Capturation of Inf...
Monitorization<br />Audits<br />Improvement<br />Plans<br />QualityPolitics<br />Rules<br />Committees<br />Quality Plan<b...
When?<br />UMH creation<br />1997<br />Office of Quality Management<br />Suggestion box<br />Qualitypolice<br />1998<br />...
1999<br />ISO 9002<br />EFQM selfassesment<br />2000<br />Director (master) Plan<br />Qualityboard (consejo)<br />2001<br ...
2003<br />ISO I+D+I<br />AssesmentforRecognition (EFQM)<br />ValencianFoundationfortheQuality (FVQ)<br />2004<br />II Stra...
PEI, assesment (programmes, departments)<br />2006<br />EFQM Self-assesment<br />RecognitionforExcellencebyMinister of Pub...
Introduction<br />Quality System in Miguel Hernandez University: .<br />
The Quality System (I)<br />UMH has established a complete Quality System to:<br />define objectives, monitor indicators a...
The Quality System (II)<br />UMH Quality System is focused to guarantee the fulfilment of its commitment to serving societ...
Society demands<br />Academic<br />Nearness<br />Practical approach<br />Labour market approach<br />Research<br />Demands...
Initial challenges<br />
Scenario<br />BologneProcess:  EU. Proffesionals, students, teachers<br />SpanisLaw<br />Accreditation and EvaluationAgenc...
Change of the approach<br />Quality guarantee<br />Structure<br />Quality guarantee<br />Result<br />
Continous improvement<br />Essential methodology for the adjustment for the demands and needs of the society<br />Key of t...
Quality System<br />OUTPUTS<br />INPUTS<br />EFFECTIVENESS RATE<br />QUALITY <br />POLICY<br />REPORTS<br />ACREDITATIONS ...
Quality Plan<br />QualitySystem<br />
Academic<br />Research<br />Management<br />Quality Plan<br />Master Plan<br />“Reward the best”<br />“Quality agreement”<...
Iii Quality Plan:<br />Quality Plan: 2008-2011:<br />Principles:<br />client orientation for processes and procedure; <br ...
Quality Plan: Contents<br />Plan: <br />Quality management system<br />Strategic objectives and standards in Teaching<br /...
Quality Plan <br />OurQuality Plan includes a series of objectives, actions and indicatorswhichrespondtotheneedssocietydem...
IndicatorsSystem<br />QualitySystem<br />
Indicator System <br />Permits the measurement of results of the different areas of the University<br />Information compil...
Usefulness of Indicator System (I)<br />Main use: support of the factual approach of decision making:<br />On a global lev...
Usefulness of Indicator System (II)<br />Special Incentive Plan for Quality Teaching and Research:<br />Reverting part of ...
STRUCTURE<br />GOVERNMENT COUNCIL<br />QUALITY POLICY<br />QUALITY REGULATIONS<br />GUIDELINES OF THE QUALITY MANUAL<br />...
Improvement and evaluation<br />Teaching, R&D and Management<br />
Improvement and evaluation<br />Quality agreements <br />Improvement plans<br />Evaluation<br />Insure quality systems at ...
Director Plan<br />Quality System in Miguel Hernandez University<br />
Guaranteeing the Professional Administrative Management.<br />Encouraging the skills of our professionals.<br />Specifying...
6.	Search for Continuous Improvement as quality guarantee. <br />Measurement of our actions and giving account of the achi...
Qualityagreement: managementbyobjectives<br />
diRECTOR (MANAGING) Plan Evolution<br />
Customer voice channels<br />Quality System in Miguel Hernandez University<br />
Tools<br />
tOOLS<br />
INDICATORS SYSTEM<br />
pROCESS<br />
Balance Scorecard<br />
Methodology stages of an improvement plan<br />1<br />DETECTION OF IMPROVEMENT AREAS<br />Q<br />5<br />2<br />MONITORING ...
Teaching improvement<br />
QualitySystem at Centres<br />Quality Plan: <br />indicatorssystem<br />actions<br />Qualityagreement and rewardthebest<br...
Results<br />
Teachingresults<br />
R&dresults<br />
Management results<br />
Financing linked with the objectives of Quality<br />Performance of the UMH compared to the rest of the universities of ou...
Indicators<br />Evolution<br />* No incluidos los 850 indicadores monitorizados en los Pactos por la Calidad firmados anua...
Incentives<br />
External recognitions<br />EFQM Recognition for Excellence (+500) <br />Three Certificates ISO 9001:2000 for: <br />Intern...
External recognitions<br />Enterprising University Award <br />Special Award by the Council of Elche in recognition of the...
Key factors<br />Ledearship<br />Focusoncustomer<br />Data: results<br />Motivation<br />Time<br />System: designed, imple...
UMH Quality System<br />http://calidad.umh.es<br />
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Quality System at UMH

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Quality System at Miguel Hernández Uniersity: what, who, how we develop our assurance system and our excellence system. PPT target: Colleagues from other universities

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Quality System at UMH

  1. 1. Qualitysystem at miguel hernandezuniversity<br />
  2. 2. CONTENTS<br />Quality Office: what, when, who and how<br />Quality System in Miguel Hernandez University: <br />Quality Plan, <br />Balance Scored Card, <br />Director Plan, <br />Customer voice channels, <br />Tools.<br /> Questions and conclusions<br />
  3. 3. What?, When? Who? How?<br />Quality office<br />
  4. 4. STRUCTURE<br />QUALITY REGULATIONS<br />GOVERNING COUNCIL<br />QUALITY POLICY<br />GUIDELINES OF THE QUALITY MANUAL<br />QUALITY COMMITTEE<br />SISTEMA CALIDAD UMH<br />QUALITY PLAN<br />QUALITY COUNCIL<br />FACULTIES/<br />COLLEGES<br />DEPARTMENTS<br />INSTITUTES<br />IMPROVEMENT TEAMS<br />QUALITY OFFICE<br />SERVICES<br />WHO?<br />
  5. 5. PRESIDENT/<br />RECTOR<br />SOCIAL COUNCIL<br />GOVERNING COUNCIL<br />DIRECTING COUNCIL<br />QUALITY COUNCIL<br />PLENARY QUALITY COMMISSION<br />UNIVERSITY OMBUDSMAN<br />QUALITY COMMITTEE<br />GENERAL SECRETARY<br />VICE-PRESIDENT FOR TEACHING<br />VICE-PRESIDENT FOR RESEARCH & DEVELOPMENT<br />VICE-PRESIDENT FOR MATERIAL RESOURCES & EQUIPMENT<br />VICE-PRESIDENT FOR ECONOMICS & EMPLOYEMENT<br />VICE-<br />PRESIDENT FOR STUDENTS & EXTRACURRICULAR ACTIVITIES<br />VICE-PRESIDENT FOR COORDINATION & PROGRAMMING<br />VICE-PRESIDENT FOR PROJECTION & INSTITUCIONAL RELATIONS<br />VICE-PRESIDENT FOR INTERNATIONAL RELATIONS<br />VICE-PRESIDENT FOR STAFF<br />MANAGER<br />SERVICES<br />QUALITY OFFICE<br />
  6. 6. What and How?<br />
  7. 7. Functions<br />Commitments<br />Mission<br />Processes<br />
  8. 8. WHAT?<br />Ourmainfunctions<br />Ourmission<br />Management of theQuality Office  <br />Develop and applytheQuality Plan<br />Consultancy: staff<br />Analiseproblems and proposeimprovements<br />Qualityreport<br />QualityImprovement Plan<br />Internalaudit<br />Evidences<br />Suggestion Box<br />Customersatisfaction<br />Qualityteams<br />Workatmospheresurvey<br />TrainningaboutQuality<br />“ ImplementQualityPolitics and qualityplans (teaching, research and management), toimplement a Total Qualitystrategy at Miguel Hernandez University”. <br />
  9. 9. Commitments<br />Time of answer of suggestions: 24 hours<br />Faithfullimplementation of ourEthicalCode (100%)<br />Satisfyourpeopleaboutconsultancyneeds (qualityaspects) answering in 72 hours<br />ImplementtheAnnualQuality Plan (at least 95%)<br />Promotequalityproposalsof ourpeople (students, professors and staff), givinganswers in 72 hours<br />Data Monitoring and designing of theQualityAnnual Plan<br />Disseminateourqualityculture: informationaboutactivities, memories, and otherchannels<br />Promotequalityculture in oursociety(trainning, activities, etc.)<br />ProtectourEnviroment: reduce of consumption and recycling<br />Effectivelymanagement of publicresourcestodeliverthebestsevice: 95%adjustmenttobudget<br />Improveourcompetencesand knowledgetoofferthebestservice<br />
  10. 10. How?<br />processes<br />Suggestions Box<br />Reclaims Management <br />Supporttoassessprocesses<br />SupporttoAccreditation and Certification. <br />Capture, processing and analysis of Quality information<br />Qualitydissemination<br />Quality Plan<br />
  11. 11. Proposal:<br /> Service/Unit<br />Approve?<br />Decisión <br />Quality Committee<br />No <br />Yes<br />Capturation of Information<br />Analysis<br />Internal Audit<br />Ready?<br />No <br />Improvement Plan<br />Yes<br />Level ok?<br />Third part <br />Audit/Certif<br />No <br />Yes<br />Recognized/<br />Certification?<br />No <br />Submission to the Agency<br />Yes<br />Quality review<br />
  12. 12. Monitorization<br />Audits<br />Improvement<br />Plans<br />QualityPolitics<br />Rules<br />Committees<br />Quality Plan<br />Suggestions<br />Data/indicators<br />QualityCircles<br />Trainning<br />QualityPuzzlE<br />Quality Management<br />Structure<br />QualityCulture<br />Tools<br />
  13. 13. When?<br />UMH creation<br />1997<br />Office of Quality Management<br />Suggestion box<br />Qualitypolice<br />1998<br />Regulations<br />Quality evaluation<br />Studentssurveys<br />Strategic Quality Plan<br />Monitoring plan<br />
  14. 14. 1999<br />ISO 9002<br />EFQM selfassesment<br />2000<br />Director (master) Plan<br />Qualityboard (consejo)<br />2001<br />Best practice award<br />2002<br />ISO Curriculum<br />AssesmentforRecognition (EFQM)<br />AENOR<br />
  15. 15. 2003<br />ISO I+D+I<br />AssesmentforRecognition (EFQM)<br />ValencianFoundationfortheQuality (FVQ)<br />2004<br />II Strategic Plan<br />II Master Plan<br />Recognition for Excellence (500+) EFQM<br />2005<br />accreditation and certification guide<br />Improvement plans<br />Recognition for Excellence (500+) FVQ<br />
  16. 16. PEI, assesment (programmes, departments)<br />2006<br />EFQM Self-assesment<br />RecognitionforExcellencebyMinister of PublicAdministration<br />RecognitionforExcellence +500 (EFQM)<br />2007<br />2008<br />III Quality Plan<br />III Director Plan<br />Social Responsability<br />
  17. 17. Introduction<br />Quality System in Miguel Hernandez University: .<br />
  18. 18. The Quality System (I)<br />UMH has established a complete Quality System to:<br />define objectives, monitor indicators and carry out actions <br />for guaranteeing, evaluating and improving the quality of teaching, research and university administration<br />
  19. 19. The Quality System (II)<br />UMH Quality System is focused to guarantee the fulfilment of its commitment to serving society and contributing to development and well-being<br />Key elements of the Quality System:<br />Quality politics<br />Process Design manual<br />Balanced Score Board<br />Committees responsible for Quality Management<br />Strategic Quality Plan<br />
  20. 20. Society demands<br />Academic<br />Nearness<br />Practical approach<br />Labour market approach<br />Research<br />Demands of the companies<br />Management<br />Efficiency<br />Self-financing increase<br />
  21. 21. Initial challenges<br />
  22. 22. Scenario<br />BologneProcess: EU. Proffesionals, students, teachers<br />SpanisLaw<br />Accreditation and EvaluationAgency<br />Universities are boundtobeaccountabletosociety, transparency<br />
  23. 23. Change of the approach<br />Quality guarantee<br />Structure<br />Quality guarantee<br />Result<br />
  24. 24. Continous improvement<br />Essential methodology for the adjustment for the demands and needs of the society<br />Key of the UMH Quality System<br />Common methodology in academic, research and management<br />
  25. 25. Quality System<br />OUTPUTS<br />INPUTS<br />EFFECTIVENESS RATE<br />QUALITY <br />POLICY<br />REPORTS<br />ACREDITATIONS OF THE QUALIFICATIONS<br />ACREDITATION<br />QUALITY <br />REGULATIONS<br />IMPROVEMENT PLAN<br />QUALITY SURVEY<br />INDICATORS AND DATA<br />PLIEGOS TÉCNICOS<br />QUALITY <br />PLAN<br />AWARDS<br />HALF-YEARLY SURVEYS<br />INCENTIVES<br />ACREDITATION OF THE SERVICES<br />PROCESSES<br />QUALITY REPORT<br />SUGGESTION BOX<br />PUBLICATIONS<br />TRAINNING<br />EXPECTATION ANALYSIS<br />WEB<br />INDICATORS<br />
  26. 26. Quality Plan<br />QualitySystem<br />
  27. 27. Academic<br />Research<br />Management<br />Quality Plan<br />Master Plan<br />“Reward the best”<br />“Quality agreement”<br />
  28. 28. Iii Quality Plan:<br />Quality Plan: 2008-2011:<br />Principles:<br />client orientation for processes and procedure; <br />implication of people of the university community; <br />factual approach for decision making for the improvement of quality based on indicators, <br />process management as an improvement strategy; <br />decisive implementation of quality evaluation systems and improvement systems<br />
  29. 29. Quality Plan: Contents<br />Plan: <br />Quality management system<br />Strategic objectives and standards in Teaching<br />Research and Management<br />Do: <br />Actions<br />Indicator system<br />Incentive plans for Quality Teaching and Research<br />Check and Act:<br />Annual Evaluation and Revision of the Strategic Plan<br />
  30. 30. Quality Plan <br />OurQuality Plan includes a series of objectives, actions and indicatorswhichrespondtotheneedssocietydemandsforqualityhighereducation. It has beendesignedwith a viewtothechallenges and changesthatSpanishUniversitiesmustface at thestart of the 21st Century.<br />
  31. 31. IndicatorsSystem<br />QualitySystem<br />
  32. 32. Indicator System <br />Permits the measurement of results of the different areas of the University<br />Information compiled is the key to factual approach to decision making:<br />On a global university level<br />On a Department and Faculties level<br />Sources of indicators:<br />Spanish University Council; <br />Education Programs from the Ministry of Education and Science; <br />Indicator system of the Valencian Universities; <br />Valencian Council of Business, University and Science<br />ANECA (National Agency of Quality Evaluation and Accreditation)<br />Annually revised by UMH Quality Committee<br />
  33. 33. Usefulness of Indicator System (I)<br />Main use: support of the factual approach of decision making:<br />On a global level <br />UMH Quality Committee uses information to set strategies and actions to improve<br />Vice Chancellors: scorecard direct influence<br />On every level: personalized scorecards<br />Dean of Centre<br />Director of the Academic Departments<br />Director of Researching units.<br />Implications on obtaining financial incentives:<br />The courses, in order to apply to the “Financial incentives for Centres and Courses for the Improvement of Teaching must fulfil minimum requirements on the indicators<br />And the same in the case of teachers for others incentives<br />
  34. 34. Usefulness of Indicator System (II)<br />Special Incentive Plan for Quality Teaching and Research:<br />Reverting part of the incomes of the Indicator System of the Valencian Universities<br />Strategies for units (Centres, Departments):<br />Rewarding the best:<br />Reward those units with the best comparative results<br />Agreement for Quality:<br />Comparison of the results of the unit with previous years<br />Pact between Rector and Dean/Director on standards<br />
  35. 35. STRUCTURE<br />GOVERNMENT COUNCIL<br />QUALITY POLICY<br />QUALITY REGULATIONS<br />GUIDELINES OF THE QUALITY MANUAL<br />QUALITY COMMITTEE<br />STRATEGIC QUALITY PLAN<br />QUALITY BOARD<br />PROCESS - RESULTS<br />ACADEMIC<br />R&D<br />SISTEMA CALIDAD UMH<br />INSTITUTES<br />QUALIFICATIONS<br />DEPARTAMENTS<br />DEPARTAMENTS<br />REWARD THE BEST<br />REWARD THE BEST<br />QUALITY AGREEMENT<br />QUALITY AGREEMENT<br />ACREDITATION<br />MANAGEMENT – MASTER PLAN<br />SERVICES – MONITORING PLAN<br />REVISIÓN PLIEGOS TÉCNICOS<br />CERTIFICATION<br />REWARD THE BEST COMPANY<br />MANAGEMENT BY OBJECTIVES<br />
  36. 36. Improvement and evaluation<br />Teaching, R&D and Management<br />
  37. 37. Improvement and evaluation<br />Quality agreements <br />Improvement plans<br />Evaluation<br />Insure quality systems at administrative units<br />
  38. 38. Director Plan<br />Quality System in Miguel Hernandez University<br />
  39. 39. Guaranteeing the Professional Administrative Management.<br />Encouraging the skills of our professionals.<br />Specifying Quality Commitments towards our various costumers.<br /> Ensuring the Accessibility to all our services.<br />Using the Process Management to increase efficiency.<br />
  40. 40. 6. Search for Continuous Improvement as quality guarantee. <br />Measurement of our actions and giving account of the achieved results<br />Collaboration in international projects to improve the university management.<br />Achieving the Certificate of Processes, Services and Units as stated by ANECA and different Agencies or Institutions.<br />
  41. 41. Qualityagreement: managementbyobjectives<br />
  42. 42. diRECTOR (MANAGING) Plan Evolution<br />
  43. 43. Customer voice channels<br />Quality System in Miguel Hernandez University<br />
  44. 44.
  45. 45.
  46. 46. Tools<br />
  47. 47. tOOLS<br />
  48. 48. INDICATORS SYSTEM<br />
  49. 49. pROCESS<br />
  50. 50.
  51. 51.
  52. 52. Balance Scorecard<br />
  53. 53. Methodology stages of an improvement plan<br />1<br />DETECTION OF IMPROVEMENT AREAS<br />Q<br />5<br />2<br />MONITORING OF<br /> THE<br /> IMPROVEMENT<br /> PLAN<br />IMPROVEMENT<br />ACTIONS<br />4<br />3<br />START-UP <br />OF THE PROJECT<br />ORGANIZATION<br />OF ACTIONS<br />
  54. 54.
  55. 55. Teaching improvement<br />
  56. 56. QualitySystem at Centres<br />Quality Plan: <br />indicatorssystem<br />actions<br />Qualityagreement and rewardthebest<br />Improvementplans<br />Acreditationsystemforthequalifications<br />System of information<br />Academicefectivenessrates<br />Sureveys data<br />Expert’sreports<br />Improvementteams<br />
  57. 57. Results<br />
  58. 58. Teachingresults<br />
  59. 59. R&dresults<br />
  60. 60. Management results<br />
  61. 61. Financing linked with the objectives of Quality<br />Performance of the UMH compared to the rest of the universities of our Community<br />Capacity of the UMH to overcome quality standards fixed by the General Directorship of University Education<br />
  62. 62. Indicators<br />Evolution<br />* No incluidos los 850 indicadores monitorizados en los Pactos por la Calidad firmados anualmente entre Unidades administrativas y Gerencia con un nivel de cumplimiento medio superior al 90%.<br />
  63. 63. Incentives<br />
  64. 64. External recognitions<br />EFQM Recognition for Excellence (+500) <br />Three Certificates ISO 9001:2000 for: <br />Internship of the students <br />Curriculum design <br />Research Management <br />Award from the Spanish Association for Quality<br />
  65. 65. External recognitions<br />Enterprising University Award <br />Special Award by the Council of Elche in recognition of the development of an inhabitable, charitable and enterprising city <br />NOVA prize for training and innovation awarded by Valencian Institute for Medium and Small businesses <br />Citizenship Award for Quality in Public Administration<br />Prize for Efficacy awarded by the Economic Circle <br />
  66. 66. Key factors<br />Ledearship<br />Focusoncustomer<br />Data: results<br />Motivation<br />Time<br />System: designed, implemented, evaluated and revised<br />People<br />People<br />People<br />
  67. 67. UMH Quality System<br />http://calidad.umh.es<br />

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