The SPTO has implemented a Quality Management System that is certified to ISO 9001. The QMS structure includes a Quality Committee led by the General Director and quality managers in each department. Key aspects of the QMS include documentation of processes and records, product quality checks using checklists, and user satisfaction surveys. The QMS currently covers PCT, technological information, trademarks, and industrial designs. Benefits of the QMS include standardized and improved processes, recognition, periodic improvement practices, and involvement of different departments in a common goal of quality.

1. SPTO QUALITY MANAGEMENT SYSTEM June 2011

2. INDEX: Quality Framework QMS Structure QMS Certification QMS Tools QMS Benefits

4. Public Service Charter.

5. Complaints and Suggestions Programme.

6. Quality Assesment in the Organisations.

7. Quality awards.

8. Quality Observatory.3

10. WIPO

12. PQS – ProductQuality Standard

13. OHIM

14. OHIM CooperationFundactivitiesExample: Project QualityStandars

15. QMS STRUCTURE QMS STRUCTURE ORGANISATIONAL STRUCTURE

16. QMS STRUCTURE SPTO Quality Program Coordinated by: Quality Adviser Goal:Coordinate all actions at SPTO aimed to achieve efficient and competitive services Strategic processes monitoring Quality managementdevelopment Processes and procedures improvement 6

17. QMS STRUCTURE QUALITY Working Groups: Quality Committee: It is formed by the Steering Committee integrated by the General Director, the Directors of the different Departments and the Quality Adviser Quality Manager (in each Department) Quality Management Group (in each Department) Integrated by the Director of Department, Heads of operative Units, Department Quality Manager, Quality Adviser

20. QMS TOOLS Documentation Processes, Records Product Quality Dissemination Surveys dashboard Indicators

22. GOAL: To increase the quality of issued reports To increase the confidence level of clients in the final product (Clients understood both as applicants and as other national or regional offices using search and examination reports carried out by the SPTO).

24. Prior to issue: Heads of Technical units check 100% of reports

27. WHAT HAVE WE DONE? Implemented a certified ISO 9001 Quality Management System PROCESS by PROCESS: 2007 PCT 2008 Technological watch procedures (UNE 166.006 also) 2010 Industrial Design and National Trademarks 2011 Renewal of trademaks Next milestones: Appeals, NationalPatents, Utilitymodels Scope of the QMS: whole SPTO OUR GOAL

28. QMS BENEFITS WHAT DID WE GAIN? Standardization and improvement of processes Internal and external recognition Periodic improvement practices Involvement of different departments/areas in one joint goal Improvement of Communication between department/areas Compliance with Chapter 21 of PCT Guidelines Data gathering. Control over processes. Client oriented organization Standardization of User Satisfaction Feedback Systems: Complaints, surveys

29. QMS BENEFITS WHAT DID WE LEARN? Measuring can be a surprise Communication is the key If you want something to last you have to be sure that it is useful More difficult to maintain than to achieve

30. “Don´t bother me now! Can´t you see I´m busy trying to win this battle!”

31. ¡ GRACIAS ! Contactdetails: Gerardo Penas – QualityAssesor gerardo.penas@oepm.es Marta Cortés Duro – PatentExaminer marta.cortes@oepm.es Pablo Gómez del Pozo – PatentExaminer pablo.gomez@oepm.es