Quality management why and how we implemented ISO

Quality management: why and how we implemented ISO 9002 Reinder Jan Zwart MMO, director Projects & Consultancy Delft University of Technology Library Bydgoszcz - Gniew, September 13, 2000 Bibliotheek TU Delft, Projects & Consultancy 1 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Program September 21, 1999 • • • Theoretical background: Andy Dawson Some information on DUTL ISO at the DUTL: why and how ISO and management information Balanced Scorecard (BSC) Bibliotheek TU Delft, Projects & Consultancy 2 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Who we are. . . Some information on the DUTL Bibliotheek TU Delft, Projects & Consultancy 3 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Scope “DUTL (Delft University of Technology Library) addresses the scientific communication needs of knowledge-based workers in their study and work. ” “…our rational and key competence lies in providing scientific knowledge that is easy, integrated and quick not only to access but also to process. ” Manifesto, May 1999 Bibliotheek TU Delft, Projects & Consultancy 4 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Delft University of Technology • 7 faculties • 15 programs (of which 8 are unique for The Netherlands) • 13, 000 students (8% from abroad) • 4, 500 staff, of whom 2, 100 scientists • 200 professors http: //www. tudelft. nl Bibliotheek TU Delft, Projects & Consultancy 5 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Delft University of Technology Library – Central location on campus – New ‘grass roof’ building – plus 17 department libraries – Staff of 220 – National task and international role http: //www. library. tudelft. nl Bibliotheek TU Delft, Projects & Consultancy 6 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Bibliotheek TU Delft, Projects & Consultancy 7 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Bibliotheek TU Delft, Projects & Consultancy 8 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Bibliotheek TU Delft, Projects & Consultancy 9 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Bibliotheek TU Delft, Projects & Consultancy 10 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

What we do. . . Bibliotheek TU Delft, Projects & Consultancy 11 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

What we do • information infrastructure • standard products and services • customised products and services • consultancy Bibliotheek TU Delft, Projects & Consultancy 12 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

What we do: infrastructure • Access to collection (web catalogue) – – 900, 000 books 8, 000 current periodical subscriptions web access to 50 bibliographical databases web access to 800 online periodicals • Document delivery (1000 copies of articles /day) • Study facilities (personal composer) • Knowledge centres (MIC, DTMO) Bibliotheek TU Delft, Projects & Consultancy 13 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

What we do: standard products and services • Internet and Research information courses • Course room facilities • Database searches • Document delivery from sources world wide Bibliotheek TU Delft, Projects & Consultancy 14 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

What we do: customised products and services • management of information centres • database building • consultancy: information audits (general and specific f. i. Doc. UTrans) • information retrieval and publishing software development Bibliotheek TU Delft, Projects & Consultancy 15 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

DUTL: services and products Document delivery • Books, photocopies, direct access to full-text Information brokering: Guide to good information sources • literature research • consultancy to other libraries • Management of information centres The organisation: 1 central library and 17 sub-libraries PLUS 1 virtual library Bibliotheek TU Delft, Projects & Consultancy – 220 employees – 900. 000 titles – 50. 000 documents in open stacks – 3000 loans/week – 2, 000 photocopyrequests/day 16 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Summary: Þto provide the right information Þto the right people Þat the right time Þat the right place Þcustomised Bibliotheek TU Delft, Projects & Consultancy 17 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Why certification… Some background information Bibliotheek TU Delft, Projects & Consultancy 18 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Why certification. . . • External developments / threat • Redesign internal procedures: – cut back through put time (from 8 to 4 day delivery, from there from 4 to 2 days) – increase quality – decrease faults • Staff involvement Bibliotheek TU Delft, Projects & Consultancy 19 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

How we did certification. . . Practical information on the process Bibliotheek TU Delft, Projects & Consultancy 20 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

ISO 9002 at DUTL • Start May 1995 – Orientation on approach (ISO project) – Selection certifying institutions • Start ISO project November 1995 – internal schooling – implementation quality management system • Certification January 1997 • Renewal of cerificate and expansion of scope: January 2000 Bibliotheek TU Delft, Projects & Consultancy 21 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

1. Target • continuous process monitoring • quality warranted - do what we promise – 4 days guarantee for photocopies – lend out books from the counter within 15 min. • control of cost - are we acting in the right way? • increase competitive position Bibliotheek TU Delft, Projects & Consultancy 22 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

2. Internal approach • advisor of certifying institute (Veritas) • internal steering committee – director Information Logistics – quality Co-ordinator – internal advisor – head Personnel & Organisation • working group per procedure, but chain management Bibliotheek TU Delft, Projects & Consultancy 23 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

3. Description of the process • Starting-point, state of affairs on the basis of the standard, standard figures • make an inventory of the already described processes and procedures • set up a management system – quality management – procedures – instructions – audits and improvements Bibliotheek TU Delft, Projects & Consultancy 24 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

4. process description and implementation • internal workshops • process responsible staff write own procedures and quality indicators • course (internal) audits (11 staff members) • periodical internal staff meetings to discuss quality issues / topics of process Bibliotheek TU Delft, Projects & Consultancy 25 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

5. implementation and improvement • internal audits • have a critical look at the procedures • approve procedures • course ‘improvement measurements’ Bibliotheek TU Delft, Projects & Consultancy 26 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

6. certify • external audit • keep on improving • yearly reviews and management review • certify successful • every 6 months external audit Bibliotheek TU Delft, Projects & Consultancy 27 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Some theoretical statements …and their effects Bibliotheek TU Delft, Projects & Consultancy 28 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

ISO 9002 • Quality system • model for certifying the quality: – for manufacturing products – controlling the process – follow-up care – capability personnel • does not say anything about how to give form to the quality system in the organisation or the quality of products Bibliotheek TU Delft, Projects & Consultancy 29 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

ISO 9002 standards (20) regarding • • • management relationship with suppliers relationship with customers controlling the process improving follow-up care and settlement of complaints • personnel management • administrative organisation Bibliotheek TU Delft, Projects & Consultancy 30 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

ISO and management information ISO gives continuous input through: • • the internal quality system obligatory management review internal audits quality forms ISO suitable as management tool Bibliotheek TU Delft, Projects & Consultancy 31 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

ISO as management tool Start characteristics and indicators f. i. quality cost: cost which are made because there was not a 100% quality delivery Planning and control f. i. making agreements =culture independent Bibliotheek TU Delft, Projects & Consultancy 32 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Management information and control • manage / steer on basis of deviations, faults and complaints: – feedback – control • steer on basis of information – feed forward – could / should give direction Bibliotheek TU Delft, Projects & Consultancy 33 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Strategic premises of an organisation • • effectivity efficiency creativity flexibility Balance: • between internal and external orientation • between control and change Bibliotheek TU Delft, Projects & Consultancy 34 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

ISO forces organisation to react to: • benchmark information / figures • perform competitor analyses • perform vendor /supplier assessment • production results Bibliotheek TU Delft, Projects & Consultancy 35 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

ISO and management information DUTL • • effectivity of quality system continuous measuring of performance yearly analysis methodological analysis (f. i. Pareto) draw up quality management reconsider organisational goals / aim cost analysis of complaints / questions on performance Bibliotheek TU Delft, Projects & Consultancy 36 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Management responsebilities Planning of quality system: • • effectivity of system = evaluate and certify judge implementation = perform outcome decide on actions to be taken = action plan realise new goals / aims = readjust Bibliotheek TU Delft, Projects & Consultancy 37 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Responsibilities of quality coordinator • analyse internal and external audits • analyse quality forms • analyse suggested measures for improvement • analyse contracts Bibliotheek TU Delft, Projects & Consultancy 38 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

The next step. . . • Tools that were introduced at DUTL: – Balanced Score Card • product instead of process steering / input • performance indicators – Project management (DPM) – Scope expansion • ISO certificate will expand January 2000 as well as July 2000. Rest organisation will follow Bibliotheek TU Delft, Projects & Consultancy 39 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Why…? Bibliotheek TU Delft, Projects & Consultancy 40 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Balanced Score Card: per product instead of process stakeholders Adapted from: Robert S. Kaplan & David P. Norton, Harvard Business Review, 1996. stakeholders Bibliotheek TU Delft, Projects & Consultancy 43 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Scorecard # Bibliotheek TU Delft, Projects & Consultancy 44 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Scorecard 1 Bibliotheek TU Delft, Projects & Consultancy 45 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Scorecard 2 Bibliotheek TU Delft, Projects & Consultancy 46 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Scorecard 3 Bibliotheek TU Delft, Projects & Consultancy 47 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Scorecard 4 Bibliotheek TU Delft, Projects & Consultancy 48 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Scorecard 5 Bibliotheek TU Delft, Projects & Consultancy 49 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Perspective planning Bibliotheek TU Delft, Projects & Consultancy 50 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Organogram BTUD Product clusters Perspective groups Bibliotheek TU Delft, Projects & Consultancy 51 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Internal processes • Project and control cycle – Quarterly progress report • Management instruments – Intranet, project management system (DPM), ISO, time keeping, databases (clients, contracts, products), etc. • Decentralising personnel and financial management (empowerment) Bibliotheek TU Delft, Projects & Consultancy 52 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

A (not so) far-away look Robert S. Kaplan & David P. Norton, Harvard Business Review, 1996. Bibliotheek TU Delft, Projects & Consultancy 53 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Planning in Delft • Migration to ISO 9001: 2000 • Expansion of scope of certificate • Increase effect of Plan / Do / Act / Check quality cycle with the use of the BSC Bibliotheek TU Delft, Projects & Consultancy 54 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl

Questions ? Bibliotheek TU Delft, Projects & Consultancy 55 www. library. tudelft. nl | postbus 98 2600 MG Delft | tel +31 15 2782679 | fax +31 15 2572060 || e-mail: r. j. zwart@library tudelft. nl