QUALITY ASSURANCE IMPROVEMENTS
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Transcript of QUALITY ASSURANCE IMPROVEMENTS
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QUALITY ASSURANCE IMPROVEMENTS
CURTIN UNIVERSITY LIBRARY
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
IN AUSTRALIAN UNIVERSITY LIBRARIES
Presented by Karen Tang
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LATN Libraries
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
Source: Google Maps
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Methodology• 2005/6 Benchmarking review of quality
assurance in member libraries – based on website review, questionnaire, visits and interview
• 2009/10 Questionnaire re-administered, improvements?
• 2011 Email follow-up of changes
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Quality Maturity Model: overviewLevel 1 – Initial. The quality management process is ad hoc, and occasionally even chaotic. Few processes are defined, and success depends on individual effort and heroics
Level 2 – repeatable.
Level 3 – defined.
Level 4 – managed.
Level 5 – optimising. Continuous quality improvement is enabled by quantitative feedback and from piloting innovative ideas
Ad hoc, individual heroics
Culture of continuous improvement organisation-wide
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Focus of this paper• Responsibility for quality assurance
• Use of quality frameworks
• Individual work planning and training for quality
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LATN quality assurance changes summary
2005/6
Specify quality officers 1
Documented quality framework 2
Individual planning & training for quality 0
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LATN quality assurance changes summary
2005/6 Now
Specify quality officers 1 3+1
Documented quality framework 2 6
Individual planning & training for quality 0 5
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
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Responsibility for quality assurance : Curtin
Pre 2004: QA everyone’s responsibility (but no-one’s)
2004: Specific Quality Officer appointed to management team
(with time and accountability for QA development)
Developed, documented, scheduled QA activities
Co-ordinated, facilitated and engaged management team
2007: QA part of Corporate Services Unit portfolio –— QA co-ordination and support by CS librarians— QA development continued under direction of CS Manager
2010: QA part of management team training, schedule and culture
Unit QA processes being reviewed/documented by managersCurtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
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Responsibility for quality assurance : Curtin
Pre 2004: QA everyone’s responsibility (but no-one’s)
2004: Specific Quality Officer appointed to management team
(with time and accountability for QA development)
Developed, documented, scheduled QA activities
Co-ordinated, facilitated and engaged management team
2007: QA part of Corporate Services Unit portfolio –— QA co-ordination and support by CS librarians— QA development continued under direction of CS Manager
2010: QA part of management team training, schedule and culture
Unit QA processes being reviewed/documented by managersCurtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
![Page 10: QUALITY ASSURANCE IMPROVEMENTS](https://reader035.fdocuments.in/reader035/viewer/2022062410/56815e09550346895dcc6313/html5/thumbnails/10.jpg)
Responsibility for quality assurance : Curtin
Pre 2004: QA everyone’s responsibility (but no-one’s)
2004: Specific Quality Officer appointed to management team
(with time and accountability for QA development)
Developed, documented, scheduled QA activities
Co-ordinated, facilitated and engaged management team
2007: QA part of management team training, schedule and culture
QA part of Corporate Services Unit portfolio –— QA co-ordination and support by CS librarians— QA development continued under direction of CS Manager
2011: Unit QA processes being reviewed/documented by managersCurtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
![Page 11: QUALITY ASSURANCE IMPROVEMENTS](https://reader035.fdocuments.in/reader035/viewer/2022062410/56815e09550346895dcc6313/html5/thumbnails/11.jpg)
Responsibility for quality assurance : Curtin
Pre 2004: QA everyone’s responsibility (but no-one’s)
2004: Specific Quality Officer appointed to management team
(with time and accountability for QA development)
Developed, documented, scheduled QA activities
Co-ordinated, facilitated and engaged management team
2007: QA part of management team training, schedule and culture
QA part of Corporate Services Unit portfolio –— QA co-ordination and support by CS librarians— QA development continued under direction of CS Manager
2011: Unit QA processes being reviewed/documented by managersCurtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
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Curtin Library Quality Framework
Quality Framework
Planning Framework
Performance Framework
Budget PlanWorkforce Plan Benchmarking Framework
Communication Plan Risk Framework
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Features of Curtin Library Quality Framework
Based on ADRI (Approach-Deployment-Results-Improve)
Aligned with our University’s frameworks but owned by/ reflective of the Library Considers resources ($$, people, IT)Easily understood by staff and stakeholdersIntegrates our various activitiesAssigns responsibilitiesIncludes a schedule – within a year and across years
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Responsibility & frameworks: QMM
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
Level 1 – initial. The quality management process is ad hoc, and occasionally even chaotic. Few processes are defined, and success depends on individual effort and heroics:
• quality is achieved in an ad hoc way• quality depends on the capabilities of individuals, and varies with their innate
skills, knowledge and motivations;
Level 2 – repeatable. Basic quality management processes are established. The necessary management processes are in place to repeat earlier quality levels:
• quality policies, and procedures to implement these policies are established;• there are effective management processes to allow the organisation to repeat
earlier success in customer satisfaction;• such management processes are practiced, documented, enforced, trained,
measured and able to improve;
Level 3 – defined. The quality processes are documented and standardised. All work derives from the organisational strategySource: Wilson and Town (2006)
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Individual work planning and training for quality : QMM
Level 3 – defined. The quality processes are documented and standardised. All work derives from the organisational strategy:
• there is a defined, documented organisational strategy, from which all work processes are derived;
• there is an organisation-wide understanding of the activities, roles, and responsibilities of each member of the organisation, and how they fit into the organisational strategy; and
• training for quality is a cycle of training needs assessment and programme provision.
.
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
Source: Wilson and Town (2006)
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Work Planning & Performance: CurtinWork PlanSpecific objectives for the forthcoming year, as agreed by staff member and line manager.
Performance Review:Staff member’s and manager’s reflection on the review period
Work Plan Training/Development
.
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
Objective 1:
Indicators (expected outputs / outcomes):
Links to University/Library/Unit Plans:
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Work Planning & Performance: CurtinWork PlanSpecific objectives for the forthcoming year, as agreed by staff member and line manager.
Performance Review:Staff member’s and manager’s reflection on the review period
Work Plan Training/Development
.
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
Objective 1:
Indicators (expected outputs / outcomes):
Links to University/Library/Unit Plans:
Objective 1:
Fully achieved Mostly achieved Partly achieved Not achieved Cancelled
Achievements / reflections / future directions:
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Work Planning & Performance: CurtinWork PlanSpecific objectives for the forthcoming year, as agreed by staff member and line manager.
Performance Review:Staff member’s and manager’s reflection on the review period
Work Plan Training/Development
.
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
Objective 1:
Indicators (expected outputs / outcomes):
Links to University/Library/Unit Plans:
Objective 1:
Fully achieved Mostly achieved Partly achieved Not achieved Cancelled
Achievements / reflections / future directions:
Training/conference/development as agreed by staff member and line manager
Development need that the proposed training/conference/development will meet
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Top level quality maturityLevel 5 – optimising. Continuous quality improvement is enabled by quantitative feedback and from piloting innovative ideas:
• the entire organisation is focussed on continuous improvement in every service, product and process;
• all staff are encouraged to continuously improve themselves and their work;
• the organisation is able to identify weaknesses, and the means to strengthen the process, proactively with the goal of preventing problems;
• innovations that exploit the best practices are identified and transferred throughout the organisation; and
• training for quality is focussed on preparing staff for future organisational requirements.
.
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
Source: Wilson and Town (2006)