Quality Management in Courts Bert Maan. What is quality? Two sorts of quality: – Legal quality –...
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Transcript of Quality Management in Courts Bert Maan. What is quality? Two sorts of quality: – Legal quality –...
![Page 1: Quality Management in Courts Bert Maan. What is quality? Two sorts of quality: – Legal quality – Quality as organisation Internal external.](https://reader036.fdocuments.us/reader036/viewer/2022062516/56649e195503460f94b05f77/html5/thumbnails/1.jpg)
Quality Management in Courts
Bert Maan
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What is quality?
• Two sorts of quality:– Legal quality– Quality as organisation
• Internal• external
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Quality as organisation
• To what extent is the organisation able – to perform its function – to fulfil its mission
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Organisation
• Public• Expectations– Speed– Efficiency– Behaviour and attitude– Information
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Courthouse
• Identity• Opening hours• Security• Showing the way• Waiting rooms• Waiting time
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Services
• Availability of tea/coffee;• Phones• Registries• Toilets
• PM: The evaluation of quality is the difference between the performance and the expectation.
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Human resources
• Selection• Training and education• Personal development – career
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Combination
• Legal task• Public organisation• Expectations by the public• Well functioning of judges and staff
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Control through an integrated system.• EFQS or INK – or similar
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Leadership
• Should not be too far away• Should be consistent• Should be supported by organisation
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Links
• Between strategy and leadership;• Influence on employees at court• Influence on required tool• Control of the processes• Assessment • Final result• Learn and improve
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Measuring
• MWO (employees survey)• Customer survey• Comments evaluation by society– Stakeholders– Media
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In court
• Speed and consistence are part of quality– Registering incoming cases and output– Duration of pending cases– Efficiency
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Organisational quality
– Performance• Management information each month
– Incoming cases;– Finished cases» Withdrawn» Settled» Interlocutory judgement» Final judgement
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Legal quality
Who determines?– Colleagues– Lawyers– Parties– Complaints– Media– Appeal court
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Methods
• Conferences with lawyers• Meetings to discuss • Jurisprudence• Own cases in appeal
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Behaviour
• Training staff– (How to deal with angry people)
• Intervision• Sitting with three judges• Role of ushers
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Legal quality
– Monitoring through• Advocates• Publication (rechtspraak.nl)• Complaints• Media• Appeals/cassation
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Ensuring quality
– Case-law discussion– Presentations– Internal training/education;– Permanent education SSR– Intervision– Courses elsewhere
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Human resources policy-tools
– periodic interview head of section– annual talks with court president– promotion– personal file
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Quality - risks
• Identify risks: judge alone/single judge• Information on judges– Level of cooperation– Clerk/ judicial assistant – Report misbehaviour (informal)
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What to measure
• Average duration;• Management of old cases• Percentage appeals• Number of complaints• Number of impartiality challenges
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Measuring qualıty court
• MWO (employees survey)• Customer survey• Comments evaluation by society– Stakeholders– Media
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Recommendations
• Keywords– Control– Management information– Quality of human resources– Public dimension– Leadership– Professionality
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Result
• Using the tools, you wil obtain:– Management information;– Integrated human resources policy– Information about quality– Outcome of customer review– Result of employee review– Annual reporting
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Trust
• Management of expectatıons
• In order to gain or maintain the confidence of society, transparency is the key word:– Say what you do– Do what you say– Show that you do what you say
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Questions/observations?
Teçukkur ederim!