Quality System at Miguel Hernández Uniersity: what, who, how we develop our assurance system and our excellence system. PPT target: Colleagues from other universities

1. Qualitysystem at miguel hernandezuniversity

2. 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

3. What?, When? Who? How? Quality office

4. STRUCTURE QUALITY REGULATIONS GOVERNING COUNCIL QUALITY POLICY GUIDELINES OF THE QUALITY MANUAL QUALITY COMMITTEE SISTEMA CALIDAD UMH QUALITY PLAN QUALITY COUNCIL FACULTIES/ COLLEGES DEPARTMENTS INSTITUTES IMPROVEMENT TEAMS QUALITY OFFICE SERVICES WHO?

5. PRESIDENT/ RECTOR SOCIAL COUNCIL GOVERNING COUNCIL DIRECTING COUNCIL QUALITY COUNCIL PLENARY QUALITY COMMISSION UNIVERSITY OMBUDSMAN QUALITY COMMITTEE GENERAL SECRETARY VICE-PRESIDENT FOR TEACHING VICE-PRESIDENT FOR RESEARCH & DEVELOPMENT VICE-PRESIDENT FOR MATERIAL RESOURCES & EQUIPMENT VICE-PRESIDENT FOR ECONOMICS & EMPLOYEMENT VICE- PRESIDENT FOR STUDENTS & EXTRACURRICULAR ACTIVITIES VICE-PRESIDENT FOR COORDINATION & PROGRAMMING VICE-PRESIDENT FOR PROJECTION & INSTITUCIONAL RELATIONS VICE-PRESIDENT FOR INTERNATIONAL RELATIONS VICE-PRESIDENT FOR STAFF MANAGER SERVICES QUALITY OFFICE

6. What and How?

7. Functions Commitments Mission Processes

8. WHAT? Ourmainfunctions Ourmission Management of theQuality Office Develop and applytheQuality Plan Consultancy: staff Analiseproblems and proposeimprovements Qualityreport QualityImprovement Plan Internalaudit Evidences Suggestion Box Customersatisfaction Qualityteams Workatmospheresurvey TrainningaboutQuality “ ImplementQualityPolitics and qualityplans (teaching, research and management), toimplement a Total Qualitystrategy at Miguel Hernandez University”.

9. Commitments Time of answer of suggestions: 24 hours Faithfullimplementation of ourEthicalCode (100%) Satisfyourpeopleaboutconsultancyneeds (qualityaspects) answering in 72 hours ImplementtheAnnualQuality Plan (at least 95%) Promotequalityproposalsof ourpeople (students, professors and staff), givinganswers in 72 hours Data Monitoring and designing of theQualityAnnual Plan Disseminateourqualityculture: informationaboutactivities, memories, and otherchannels Promotequalityculture in oursociety(trainning, activities, etc.) ProtectourEnviroment: reduce of consumption and recycling Effectivelymanagement of publicresourcestodeliverthebestsevice: 95%adjustmenttobudget Improveourcompetencesand knowledgetoofferthebestservice

10. How? processes Suggestions Box Reclaims Management Supporttoassessprocesses SupporttoAccreditation and Certification. Capture, processing and analysis of Quality information Qualitydissemination Quality Plan

11. Proposal: Service/Unit Approve? Decisión Quality Committee No Yes Capturation of Information Analysis Internal Audit Ready? No Improvement Plan Yes Level ok? Third part Audit/Certif No Yes Recognized/ Certification? No Submission to the Agency Yes Quality review

12. Monitorization Audits Improvement Plans QualityPolitics Rules Committees Quality Plan Suggestions Data/indicators QualityCircles Trainning QualityPuzzlE Quality Management Structure QualityCulture Tools

13. When? UMH creation 1997 Office of Quality Management Suggestion box Qualitypolice 1998 Regulations Quality evaluation Studentssurveys Strategic Quality Plan Monitoring plan

14. 1999 ISO 9002 EFQM selfassesment 2000 Director (master) Plan Qualityboard (consejo) 2001 Best practice award 2002 ISO Curriculum AssesmentforRecognition (EFQM) AENOR

15. 2003 ISO I+D+I AssesmentforRecognition (EFQM) ValencianFoundationfortheQuality (FVQ) 2004 II Strategic Plan II Master Plan Recognition for Excellence (500+) EFQM 2005 accreditation and certification guide Improvement plans Recognition for Excellence (500+) FVQ

16. PEI, assesment (programmes, departments) 2006 EFQM Self-assesment RecognitionforExcellencebyMinister of PublicAdministration RecognitionforExcellence +500 (EFQM) 2007 2008 III Quality Plan III Director Plan Social Responsability

17. Introduction Quality System in Miguel Hernandez University: .

18. 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

19. 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

20. Society demands Academic Nearness Practical approach Labour market approach Research Demands of the companies Management Efficiency Self-financing increase

21. Initial challenges

22. Scenario BologneProcess: EU. Proffesionals, students, teachers SpanisLaw Accreditation and EvaluationAgency Universities are boundtobeaccountabletosociety, transparency

23. Change of the approach Quality guarantee Structure Quality guarantee Result

24. 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

25. Quality System OUTPUTS INPUTS EFFECTIVENESS RATE QUALITY POLICY REPORTS ACREDITATIONS OF THE QUALIFICATIONS ACREDITATION QUALITY REGULATIONS IMPROVEMENT PLAN QUALITY SURVEY INDICATORS AND DATA PLIEGOS TÉCNICOS QUALITY PLAN AWARDS HALF-YEARLY SURVEYS INCENTIVES ACREDITATION OF THE SERVICES PROCESSES QUALITY REPORT SUGGESTION BOX PUBLICATIONS TRAINNING EXPECTATION ANALYSIS WEB INDICATORS

26. Quality Plan QualitySystem

27. Academic Research Management Quality Plan Master Plan “Reward the best” “Quality agreement”

28. 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

29. 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

30. Quality Plan OurQuality Plan includes a series of objectives, actions and indicatorswhichrespondtotheneedssocietydemandsforqualityhighereducation. It has beendesignedwith a viewtothechallenges and changesthatSpanishUniversitiesmustface at thestart of the 21st Century.

31. IndicatorsSystem QualitySystem

32. 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

33. 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

34. 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

35. STRUCTURE GOVERNMENT COUNCIL QUALITY POLICY QUALITY REGULATIONS GUIDELINES OF THE QUALITY MANUAL QUALITY COMMITTEE STRATEGIC QUALITY PLAN QUALITY BOARD PROCESS - RESULTS ACADEMIC R&D SISTEMA CALIDAD UMH INSTITUTES QUALIFICATIONS DEPARTAMENTS DEPARTAMENTS REWARD THE BEST REWARD THE BEST QUALITY AGREEMENT QUALITY AGREEMENT ACREDITATION MANAGEMENT – MASTER PLAN SERVICES – MONITORING PLAN REVISIÓN PLIEGOS TÉCNICOS CERTIFICATION REWARD THE BEST COMPANY MANAGEMENT BY OBJECTIVES

36. Improvement and evaluation Teaching, R&D and Management

37. Improvement and evaluation Quality agreements Improvement plans Evaluation Insure quality systems at administrative units

38. Director Plan Quality System in Miguel Hernandez University

39. Guaranteeing the Professional Administrative Management. Encouraging the skills of our professionals. Specifying Quality Commitments towards our various costumers. Ensuring the Accessibility to all our services. Using the Process Management to increase efficiency.

40. 6. Search for Continuous Improvement as quality guarantee. Measurement of our actions and giving account of the achieved results Collaboration in international projects to improve the university management. Achieving the Certificate of Processes, Services and Units as stated by ANECA and different Agencies or Institutions.

41. Qualityagreement: managementbyobjectives

42. diRECTOR (MANAGING) Plan Evolution

43. Customer voice channels Quality System in Miguel Hernandez University

46. Tools

47. tOOLS

48. INDICATORS SYSTEM

49. pROCESS

52. Balance Scorecard

53. Methodology stages of an improvement plan 1 DETECTION OF IMPROVEMENT AREAS Q 5 2 MONITORING OF THE IMPROVEMENT PLAN IMPROVEMENT ACTIONS 4 3 START-UP OF THE PROJECT ORGANIZATION OF ACTIONS

55. Teaching improvement

56. QualitySystem at Centres Quality Plan: indicatorssystem actions Qualityagreement and rewardthebest Improvementplans Acreditationsystemforthequalifications System of information Academicefectivenessrates Sureveys data Expert’sreports Improvementteams

57. Results

58. Teachingresults

59. R&dresults

60. Management results

61. 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

62. Indicators Evolution * 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%.

63. Incentives

64. 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

65. 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

66. Key factors Ledearship Focusoncustomer Data: results Motivation Time System: designed, implemented, evaluated and revised People People People

67. UMH Quality System http://calidad.umh.es