QUALITY SYSTEM AT MIGUEL HERNANDEZ UNIVERSITY

CONTENTS

Quality Office: what, when, who and how Quality System in Miguel Hernandez

University: Quality Plan, Balance Scored Card, Director Plan, Customer voice channels, Tools.

 Questions and conclusions

What?, When? Who? How?

QUALITY OFFICE

GUIDELINES OF THE QUALITY MANUAL

QUALITY PLAN

GOVERNING COUNCIL QUALITY POLICY

QUALITY COMMITTEE

QUALITY REGULATIONS

QUALITY COUNCIL

STRUCTURESIS

TEM

A C

ALI

DA

D U

MH

WHO?

FACULTIES/COLLEGES

DEPARTMENTS

INSTITUTES

IMPROVEMENT TEAMS

QUALITY

OFFICESERVICES

PRESIDENT/

RECTOR

SOCIAL COUNCIL

GOVERNING COUNCIL

QUALITY COUNCIL

PLENARY QUALITY COMMISSION

QUALITY COMMITTEE

DIRECTING COUNCIL

UNIVERSITY OMBUDSMAN

GENERAL SECRETA

RY

VICE-PRESIDEN

T FOR TEACHING

VICE-PRESIDENT

FOR RESEARCH

& DEVELOPM

ENT

VICE-PRESIDENT

FOR MATERIAL RESOURCE

S & EQUIPMEN

T

VICE-PRESIDENT

FOR ECONOMIC

S & EMPLOYEM

ENT

VICE-PRESIDENT

FOR STUDENTS &

EXTRACURRICULAR

ACTIVITIES

VICE-PRESIDENT

FOR COORDINATI

ON & PROGRAMMI

NG

VICE-PRESIDENT

FOR PROJECTIO

N & INSTITUCIO

NAL RELATIONS

VICE-PRESIDENT

FOR INTERNATIO

NAL RELATIONS

VICE-PRESIDENT FOR STAFF

MANAGER

SERVICES

QUALITY OFFICE

WHAT AND HOW?

Functions

Commitments

Mission Processes

WHAT?

OUR MAIN FUNCTIONS OUR MISSION

Management of the Quality Office  Develop and apply the Quality Plan Consultancy: staff Analise problems and propose

improvements Quality report Quality Improvement Plan Internal audit Evidences Suggestion Box Customer satisfaction Quality teams Work atmosphere survey Trainning about Quality

“ Implement Quality Politics and quality plans (teaching, research and management), to implement a Total Quality strategy at Miguel Hernandez University”.

COMMITMENTS

Time of answer of suggestions: 24 hours

Faithfull implementation of our Ethical Code (100%)

Satisfy our people about consultancy needs (quality aspects) answering in 72 hours

Implement the Annual Quality Plan (at least 95%)

Promote quality proposals of our people (students, professors and staff), giving answers in 72 hours

Data Monitoring and designing of the Quality Annual Plan

Disseminate our quality culture: information about activities, memories, and other channels

Promote quality culture in our society(trainning, activities, etc.)

Protect our Enviroment: reduce of consumption and recycling

Effectively management of public resources to deliver the best sevice: 95% adjustment to budget

Improve our competences and knowledge to offer the best service

HOW?

PROCESSES

Suggestions Box Reclaims Management Support to assess

processes Support to Accreditation

and Certification. Capture, processing and

analysis of Quality information

Quality dissemination Quality Plan

1 SugerenciasP01. Gestión de sugerencias

Llegada sugerencia

Fin del proceso

Registro

Gestión de la sugerencia

Seguimiento

Agradecimiento

“Solucionada” en aplicación

¿Remitente?

¿Puesta en marcha?

Sí

No

Sí

No

¿Relevante?¿Afecta a muchos?¿Supone mejoras?

Gestión sugerencia

Sí

No

¿Remitente?Comunicaciónal interesado

Sí

No

1ª vez

2ª vez

Yes

Proposal: Service/Unit

Decisión Quality Committee Approve?

Capturation of Information

Analysis

Internal Audit

Improvement Plan

Third part Audit/Certif

Submission to the Agency

Quality review

Ready?

Level ok?

Recognized/

Certification?

No

No

No

No

Yes

Yes

Yes

Quality PoliticsRulesCommittees

MonitorizationAuditsImprovement Plans

TrainningSuggestionsData/indicatorsQuality Circles

QUALITY PUZZLE

Quality Plan

Quality Culture

Quality Management

Structure

Tools

WHEN?

UMH creation1997

Quality police

Office of Quality Management

1998

Regulations

Quality evaluation

Strategic Quality Plan

Students surveys

Suggestion box

Monitoring plan

2000 Director (master) PlanQuality board (consejo)

2001 Best practice award

2002 ISO Curriculum

Assesment for Recognition (EFQM)

AENOR

1999 ISO 9002

EFQM selfassesment

2004 II Strategic Plan

II Master Plan

Recognition for Excellence (500+) EFQM

2003 ISO I+D+I

Valencian Foundation for the Quality (FVQ)

2005 accreditation and certification guide

Improvement plans

Recognition for Excellence (500+) FVQ

Assesment for Recognition (EFQM)

2007

III Quality Plan

III Director Plan

Recognition for Excellence +500 (EFQM)

2006 PEI, assesment (programmes, departments)

EFQM Self-assesment

Recognition for Excellence by Minister of Public Administration

Social Responsability

2008

Introduction

QUALITY SYSTEM IN MIGUEL HERNANDEZ UNIVERSITY: .

THE QUALITY SYSTEM (I)

UMH has established a complete Quality System to: define objectives, monitor indicators and

carry out actions for guaranteeing, evaluating and

improving the quality of teaching, research and university administration

THE QUALITY SYSTEM (II)

UMH Quality System is focused to guarantee the fulfilment of its commitment to serving society and contributing to development and well-being

Key elements of the Quality System: Quality politics Process Design manual Balanced Score Board Committees responsible for Quality Management Strategic Quality Plan

SOCIETY DEMANDS

Academic Nearness Practical approach Labour market approach

Research Demands of the companies

Management Efficiency Self-financing increase

INITIAL CHALLENGES

INITIAL CHALLENGES STRATEGY

Customer approachAccessibilityCommitmentsInnovation and continous improvementEffectiveness criteriaEfficiency criteriaPeople implication

QUALITY

SCENARIO

Bologne Process: EU. Proffesionals, students, teachers

Spanis Law Accreditation and Evaluation Agency Universities are bound to be accountable

to society, transparency

CHANGE OF THE APPROACH

Quality guarantee

StructureQuality guarantee

Result

CONTINOUS IMPROVEMENT

Essential methodology for the adjustment for the demands and needs of the society

Key of the UMH Quality System Common methodology in academic,

research and management

PLIEGOS TÉCNICOS

QUALITY SYSTEMOUTPUTSOUTPUTS

REPORTS

ACREDITATION

IMPROVEMENT PLAN

AWARDS

INCENTIVES

QUALITY REPORT

PUBLICATIONS

WEB

QUALITY

POLICY

QUALITY

REGULATIONS

QUALITY

PLAN

PROCESSES

TRAINNING

SUGGESTION BOX

INPUTSINPUTS

EFFECTIVENESS RATE

ACREDITATIONS OF THE QUALIFICATIONS

QUALITY SURVEY

HALF-YEARLY SURVEYS

ACREDITATION OF THE SERVICES

EXPECTATION ANALYSISINDICATORS

INDICATORS AND DATA

Quality Plan

QUALITY SYSTEM

Academic Research Management

QUALITY PLAN

Master Plan“Reward the best”

“Quality agreement”

III QUALITY PLAN:

Quality Plan: 2008-2011: Principles:

client orientation for processes and procedure; implication of people of the university

community; factual approach for decision making for the

improvement of quality based on indicators, process management as an improvement

strategy; decisive implementation of quality evaluation

systems and improvement systems

QUALITY PLAN: CONTENTS

Plan: Quality management system Strategic objectives and standards in Teaching Research and Management

Do: Actions Indicator system Incentive plans for Quality Teaching and Research

Check and Act: Annual Evaluation and Revision of the Strategic Plan

QUALITY PLAN

Our Quality Plan includes a series of objectives, actions and indicators which respond to the needs society demands for quality higher education. It has been designed with a view to the challenges and changes that Spanish Universities must face at the start of the 21st Century.

Indicators System

QUALITY SYSTEM

INDICATOR SYSTEM

Permits the measurement of results of the different areas of the University

Information compiled is the key to factual approach to decision making: On a global university level On a Department and Faculties level

Sources of indicators: Spanish University Council; Education Programs from the Ministry of Education and Science; Indicator system of the Valencian Universities; Valencian Council of Business, University and Science ANECA (National Agency of Quality Evaluation and

Accreditation) Annually revised by UMH Quality Committee

USEFULNESS OF INDICATOR SYSTEM (I) Main use: support of the factual approach of decision

making: On a global level

UMH Quality Committee uses information to set strategies and actions to improve

Vice Chancellors: scorecard direct influence On every level: personalized scorecards

Dean of Centre Director of the Academic Departments Director of Researching units.

Implications on obtaining financial incentives: 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

And the same in the case of teachers for others incentives

USEFULNESS OF INDICATOR SYSTEM (II) Special Incentive Plan for Quality Teaching

and Research: Reverting part of the incomes of the Indicator

System of the Valencian Universities Strategies for units (Centres, Departments):

Rewarding the best: Reward those units with the best comparative results

Agreement for Quality: Comparison of the results of the unit with previous years Pact between Rector and Dean/Director on standards

GUIDELINES OF THE QUALITY MANUAL

STRATEGIC QUALITY PLAN

GOVERNMENT COUNCIL QUALITY POLICY

QUALITY COMMITTEE

QUALITY REGULATIONS

QUALITY BOARD

ACADEMIC R&D

MANAGEMENT – MASTER PLAN SERVICES – MONITORING PLAN

QUALIFICATIONS

DEPARTAMENTS

REWARD THE BEST

QUALITY AGREEMENT

INSTITUTES

DEPARTAMENTS

REWARD THE BEST

QUALITY AGREEMENT

REVISIÓN PLIEGOS TÉCNICOS

REWARD THE BEST COMPANY

CERTIFICATION

MANAGEMENT BY OBJECTIVES

ACREDITATION

PROCESS - RESULTS

STRUCTURESIS

TEM

A C

ALI

DA

D U

MH

IMPROVEMENT AND EVALUATION

Teaching, R&D and Management

IMPROVEMENT AND EVALUATION

Quality agreements Improvement plans Evaluation Insure quality systems at

administrative units

Director Plan

QUALITY SYSTEM IN MIGUEL HERNANDEZ UNIVERSITY

1. Guaranteeing the Professional Administrative Management.

2. Encouraging the skills of our professionals.3. Specifying Quality Commitments towards

our various costumers.4. Ensuring the Accessibility to all our

services.5. Using the Process Management to increase

efficiency.

6. Search for Continuous Improvement as quality guarantee.

7. Measurement of our actions and giving account of the achieved results

8. Collaboration in international projects to improve the university management.

9. Achieving the Certificate of Processes, Services and Units as stated by ANECA and different Agencies or Institutions.

QUALITY AGREEMENT: MANAGEMENT BY OBJECTIVES

DIRECTOR (MANAGING) PLAN EVOLUTION

% UNITS OBJECTIVES/INDICATORS

PEOPLE

200192% 10 _ 84

200293,64% 15 _ 99

200391,96% 20 510 113

200494,82% 22 629 138

200594,56% 25 735 145

200694,46% 28 772 179

200794,61% 29 823 176

Customer voice channels

QUALITY SYSTEM IN MIGUEL HERNANDEZ UNIVERSITY

• teaching• services• specific courses• Practicum• Register (matrícula)• Library• Expectations

Perception of Students

• teaching organization• services• library• research management• human resources

Perception of proffessors

• services• economical management• human resources management

Perception of proffessional

s

Tools

TOOLS

INDICATORS SYSTEM

PROCESS

Cumplimiento de los estándares de Agradecimiento y Gestión

0

25

50

75

100

Agradecimiento Gestión Estándar

Balance Scorecard

METHODOLOGY STAGES OF AN IMPROVEMENT PLAN

DETECTION OF IMPROVEMENT AREAS

1IMPROVEMENTACTIONS2

ORGANIZATIONOF ACTIONS3START-UP

OF THE PROJECT4

MONITORING OF THE

IMPROVEMENT PLAN

5 Q

TEACHING IMPROVEMENT

QUALITY SYSTEM AT CENTRES

Quality Plan: indicators system actions Quality agreement and reward the best

Improvement plans Acreditation system for the qualifications System of information

Academic efectiveness rates Sureveys data Expert’s reports

Improvement teams

RESULTS

TEACHING RESULTSINDICADOR 2003/04 2004/05 2005/06 2006/07 Estándar

Percentage of subjects with a syllabus available on the Web at the beginning of the academic year, over the total number of subjects 91,9 94,27 97,85 96,4 98

Percentage of certificates delivered on the scheduled dates 95,82 96,16 96,11 96,9 100

Percentage of subjects that provide content, practical work or material through the University web page 90,07 95,44 97,06 98,3 95

Percentage of credits approved over the credits of students sitting exams 83,57 82,91 82,25 83,5 80

Percentage of graduates that have found a job 94,2 96,3 93,1 98,8 90

Percentage of subjects with a tutorial timetable included in the web page, over the total number of subjects 84,5 88,37 93,16 94,4 95

Percentage of subjects that update and/or revise the syllabus included on the web page (theoretical subjects, bibliography, practical work...) over the total number of subjects

43,56 58,68 95,62 99 95

Student mobility rate (number of months that University students stay in foreign universities + number of months stayed by students from foreign universities)/number of students (SIUV)

16,55 23,28 27,39 30,8 60

Ratio between the number of students training in companies/institutions and the number of potential trainees (50% of approved course credits)*100 (SIUV)

40,65 39,89 41,48 43,6 90

(Number of teachers who have at least received one teacher's training credit, divided by the total number of full-time teachers)*100 (SIUV) 27,62 32,18 38,16 38,5 25

Teacher's mobility rate (ratio between the number of months stayed in other permanent teaching centres and the number of permanent teachers) 0,383 0,391 0,282 0,55 -

Percentage of satisfied teachers with the teaching 93 94 94 93 85

Percentage of satisfied students with the teaching 92 92 92 92 85

R&D RESULTSINDICADOR 2003/04 2004/05 2005/06 2006/07

Annual amount invested in the acquisition of bibliographic funds, by full-time professor

2.094,9 2.296,7 2.058,1 3.084,7

Annual liquid income in R&D projects or work, in technological and artistic terms

9.612.348,9 9.568.505,5 10.303.925,0 11.207.127,5

Annual figure invested in the acquisition of bibliographical funds, divided by the number of full-time students (SIUV)

106,84 119,73 113,07 168,79

Annual liquid income in R&D projects or work, in technological and artistic terms, by full-time Doctor professors (SIUV)

26.170,0 41.519,7 22.524,3 17.891,0

Reason for the number of theses presented each academic year and the number of full-time doctors (SIUV)

0,79 0,99 0,70 0,67

Number of months in scholar contracts per year, by full-time Doctor professor (SIUV)

5,41 5,56 5,10 4,00

Expenses incurred in the promotion and distribution of culture, by full-time student (SIUV)

34,50 39,72 44,51 57,13

Number of theses presented by students 53 68 56 56

MANAGEMENT RESULTS

… defining Mission and Service List 100%

… with service letter 50%

…with quality commitments towards the costumer 50%

… taking part in Management by Objectives 81%

… with indicator system 81%

… carrying out self-assessment processes 62%

… with web site 100%

Percentage PAS satisfied with their work 89,9%

Fulfilment the management objectives (Management by Objectives)

95%

Number of hours of courses on quality 604

External Audit EFQM with accredited points 522

FINANCING LINKED WITH THE OBJECTIVES OF QUALITY

Performance of the UMH compared to the rest of the universities of our Community

Capacity of the UMH to overcome quality standards fixed by the General Directorship of University Education

INDICATORSEvolution

NUMBER

TEACHING R&D MANAGEMENT*

35 18 6

* 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%.

INCENTIVESEstrategy Units 2000 2001 2002 2003 2004 2005

Reward the best

Qualifications25.771,

4034.789,63 47.213,00

69.320,2760.128,42 92.012,68

Academic departments

13.041,96

24.514,02 34.038,0049.975,08

42.782,08 65.833,24

Research units16.347,

5321.020,10 27.879,34

41.914,5834.247,00 35.997,01

Quality agreement

Academic department/Research unit

- 11.812,86 20.607,5014.670,00

- 31.300,00

Service/Administrative unit

4.507,59

16.117,50 19.451,00 22.584,00 26.976,80 56.372,00

Awards

Best suggestion - - 1.950,00 1.800,00 1.800,00 1.800,00

Best Commitment Card

- - 2.500,00 - - -

Academic improvement

Centres and qualifications

- - 80.000,00 80.000,00 80.000,00 100.000,00

Academic and Research staff/Administrative staff

- -100.000,0

0100.000,0

0100.000,00 100.000,00

Economic aid for the publication        

9.000,00 9.000,00

TOTAL (€)   59.668,48

108.254,11

333.638,84

380.263,94

345.934,30 492.942,93

Accumulated

  59.668,48

167.922,59

501.561,43

881.825,36

1.236.759,68

1.729.702,61

EXTERNAL RECOGNITIONS

EFQM Recognition for Excellence (+500)

Three Certificates ISO 9001:2000 for: Internship of the students Curriculum design Research Management

Award from the Spanish Association for Quality

EXTERNAL RECOGNITIONS

Enterprising University Award Special Award by the Council of Elche in

recognition of the development of an inhabitable, charitable and enterprising city

NOVA prize for training and innovation awarded by Valencian Institute for Medium and Small businesses

Citizenship Award for Quality in Public Administration

Prize for Efficacy awarded by the Economic Circle

KEY FACTORS

Ledearship Focus on customer Data: results Motivation Time System: designed,

implemented, evaluated and revised

People

People

People

UMH QUALITY SYSTEMhttp://calidad.umh.es