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
LATN Libraries
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
Source: Google Maps
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
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
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
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
Focus of this paper• Responsibility for quality assurance
• Use of quality frameworks
• Individual work planning and training for quality
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
LATN quality assurance changes summary
2005/6
Specify quality officers 1
Documented quality framework 2
Individual planning & training for quality 0
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
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
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
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
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
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
Curtin Library Quality Framework
Quality Framework
Planning Framework
Performance Framework
Budget PlanWorkforce Plan Benchmarking Framework
Communication Plan Risk Framework
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
Curtin University is a trademark of Curtin University of TechnologyCRICOS Provider code 00301J
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)
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)
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:
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:
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
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)
