Quality management:

why and how we implemented ISO 9002

Reinder Jan Zwart MMO,
director Projects & Consultancy
Delft University of Technology Library
reinder.jan.zwart@cmg.nl

Bydgoszcz - Gniew, September 13, 2000

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)

Who we are...

Some information on the DUTL

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

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

http://www.tudelft.nl/

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

http://www.library.tudelft.nl/

What we do...

What we do

• information infrastructure
• standard products and services
• customised products and services
• consultancy

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)

What we do: standard products and services

• Internet and Research information courses
• Course room facilities
• Database searches
• Document delivery from sources world wide

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

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

• 220 employees
• 900.000 titles
• 50.000 documents in open stacks
• 3000 loans/week
• 2,000 photocopy-requests/day

Summary:

• to provide the right information
• to the right people
• at the right time
• at the right place
• customised

Why certification...

Some background information

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

How we did certification...

Practical information on the process

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

1. 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

2. 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

3. 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

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

5. implementation and improvement

• internal audits
• have a critical look at the procedures
• approve procedures
• course 'improvement measurements'

6. certify

• external audit
• keep on improving
• yearly reviews and management review
• certify successful
• every 6 months external audit

Some theoretical statements

...and their effects

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

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

ISO and management information

ISO gives continuous input through:

• the internal quality system
• obligatory management review
• internal audits
• quality forms

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

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

Strategic premises of an organisation

• effectivity
• efficiency
• creativity
• flexibility

Balance:

• between internal and external orientation
• between control and change

ISO forces organisation to react to:

• benchmark information / figures
• perform competitor analyses
• perform vendor /supplier assessment
• production results

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

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

Responsibilities of quality coordinator

• analyse internal and external audits
• analyse quality forms
• analyse suggested measures for improvement
• analyse contracts

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 2000. Rest organisation will follow

Why…?

Verifiable mission statement

"Lofty vision and strategy statements don't translate easily into action at the local level"

Kaplan and Norton, 1996

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.

Balanced Score Card: per product instead of process

Scorecard #

Scorecard 1

Scorecard 2

Scorecard 3

Scorecard 4

Scorecard 5

Perspective planning

Organogram BTUD

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)

A (not so) far-away look

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

Questions ?

EBIB: Conference Proceedings, no. 1
    R. J. Zwart: Quality management: why and how we implemented ISO 9002
    http://ebib.oss.wroc.pl/matkonf/atr/zwart.html