Quality System at UMH
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QUALITY SYSTEM AT MIGUEL HERNANDEZ UNIVERSITY
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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
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What?, When? Who? How?
QUALITY OFFICE
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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
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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
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WHAT AND HOW?
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Functions
Commitments
Mission Processes
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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”.
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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
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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
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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
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Quality PoliticsRulesCommittees
MonitorizationAuditsImprovement Plans
TrainningSuggestionsData/indicatorsQuality Circles
QUALITY PUZZLE
Quality Plan
Quality Culture
Quality Management
Structure
Tools
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WHEN?
UMH creation1997
Quality police
Office of Quality Management
1998
Regulations
Quality evaluation
Strategic Quality Plan
Students surveys
Suggestion box
Monitoring plan
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2000 Director (master) PlanQuality board (consejo)
2001 Best practice award
2002 ISO Curriculum
Assesment for Recognition (EFQM)
AENOR
1999 ISO 9002
EFQM selfassesment
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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)
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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
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Introduction
QUALITY SYSTEM IN MIGUEL HERNANDEZ UNIVERSITY: .
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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
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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
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SOCIETY DEMANDS
Academic Nearness Practical approach Labour market approach
Research Demands of the companies
Management Efficiency Self-financing increase
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INITIAL CHALLENGES
INITIAL CHALLENGES STRATEGY
Customer approachAccessibilityCommitmentsInnovation and continous improvementEffectiveness criteriaEfficiency criteriaPeople implication
QUALITY
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SCENARIO
Bologne Process: EU. Proffesionals, students, teachers
Spanis Law Accreditation and Evaluation Agency Universities are bound to be accountable
to society, transparency
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CHANGE OF THE APPROACH
Quality guarantee
StructureQuality guarantee
Result
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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
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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
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Quality Plan
QUALITY SYSTEM
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Academic Research Management
QUALITY PLAN
Master Plan“Reward the best”
“Quality agreement”
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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
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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
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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.
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Indicators System
QUALITY SYSTEM
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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
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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
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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
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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
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IMPROVEMENT AND EVALUATION
Teaching, R&D and Management
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IMPROVEMENT AND EVALUATION
Quality agreements Improvement plans Evaluation Insure quality systems at
administrative units
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Director Plan
QUALITY SYSTEM IN MIGUEL HERNANDEZ UNIVERSITY
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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.
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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.
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QUALITY AGREEMENT: MANAGEMENT BY OBJECTIVES
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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
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Customer voice channels
QUALITY SYSTEM IN MIGUEL HERNANDEZ UNIVERSITY
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• 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
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Tools
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TOOLS
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INDICATORS SYSTEM
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PROCESS
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Cumplimiento de los estándares de Agradecimiento y Gestión
0
25
50
75
100
Agradecimiento Gestión Estándar
Balance Scorecard
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METHODOLOGY STAGES OF AN IMPROVEMENT PLAN
DETECTION OF IMPROVEMENT AREAS
1IMPROVEMENTACTIONS2
ORGANIZATIONOF ACTIONS3START-UP
OF THE PROJECT4
MONITORING OF THE
IMPROVEMENT PLAN
5 Q
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TEACHING IMPROVEMENT
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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
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RESULTS
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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
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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
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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
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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
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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%.
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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
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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
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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
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KEY FACTORS
Ledearship Focus on customer Data: results Motivation Time System: designed,
implemented, evaluated and revised
People
People
People
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UMH QUALITY SYSTEMhttp://calidad.umh.es