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QUALITY SYSTEM AT MIGUEL HERNANDEZUNIVERSITY

International STAFF Training Week

Who?

Resultsand keyfactors

What?When?

Why?How?

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Who?

Resultsand keyfactors

What?When?

Why?How?

QUALITY ORGANIZATION

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Who?

Resultsand keyfactors

What?When?

Why?How?

Functions

Commitments

Mission Processes

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OUR MAIN FUNCTIONS OUR MISSION

Management of the Quality Office Develop and apply the Quality Plan Consultancy: staff Analise problems and propose improvements

“ Implement Quality Politics and quality plans (teaching, research and management) Analise problems and propose improvements

Quality report Quality Improvement Plan Internal audit Evidences Suggestion Box Customer satisfaction Quality teams Work atmosphere survey

research and management), to implement a Total Qualitystrategy at Miguel Hernandez University”.

WHAT?

p y Trainning about Quality

THE QUALITY SYSTEM (I)

UMH has established a complete Quality System to:System to: define objectives, monitor indicators and carry out

actions for guaranteeing, evaluating and improving the

quality of teaching, research and university d i i iadministration

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THE QUALITY SYSTEM (II)

UMH Quality System is focused to guarantee the fulfilment of its commitment to serving society and 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 Balanced Score Board Committees responsible for Quality Management Strategic Quality Plan

CONTINOUS IMPROVEMENT

Essential methodology for the adjustment for the demands and needs of the societythe demands and needs of the society

Key of the UMH Quality System Common methodology in academic, research

and management

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Who?

Resultsand keyfactors

What?When?

Why?How?

DEMANDS OF SOCIETY

Teaching Proximity Proximity Practical approach Labor market orientation

Research Business demands

Management Management Efficiency Increasing self -financing

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INITIAL CHALLENGES

INITIAL CHALLENGES STRATEGY

Customer approach

Accessibility

CommitmentsCommitments

Innovation and continous improvement

Effectiveness criteria

Efficiency criteria

People implication

QUALITY

SCENARIO

Bologne Process: EU. Proffesionals, students, teachers

Spanish Law

Accreditation and Evaluation Agency

Universities are bound to be accountable tosociety, transparency: Social Responsability

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CHANGE OF THE APPROACH

Quality guarantee

StructureQuality guarantee

Result

MISSION

The mission of UMH is to serve society by providing higher education, research and technology transfer, higher education, research and technology transfer,

as well as top quality services that meet the expectations and demands of the community, and

actively collaborate in the socio-economic development of the region. UMH is also dedicated

to delivering a comprehensive education to the students, facilitating job placement, and enabling and fostering the professional development of the

members of the university community.

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VISION To stand out as a prestigious, high-quality and socially respected educational

and research institution, which actively contributes to economic, social and cultural development.T id f t lit d th t t il d t th t d t ’ To provide a range of top-quality degrees that are tailored to the students’ needs and that provide them with a comprehensive education, thus enabling them to transition right into a professional career.

To stimulate imagination and initiative amongst students and to promote their entrepreneurial spirit.

To be internationally recognized for excellence and to promote the exchange and mobility of students, researchers and professors.

To be made up of self-sufficient campuses that serve as environments of tolerance and contribute to the comprehensive development of university life.

To use appropriate and sustainable facilities, infrastructures and services that promote excellence in management and empower the university to fulfill its objectives in education, research and the rendering of services.

To promote respect for the environment and sustainable development.

VALUES

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Who?

Resultsand keyfactors

What?When?

Why?How?

STRATEGIC PLANMission, Values

and Vission

Core Strategies

StrategicProcedures

Objectives

III QUALITY PLANQuality Objectives

Quality IndicatorsIII MANAGING PLAN

Teaching, R&D, Management and Corporate Social Responsibility

Objectives

Actions

Indicators

QualityCommitments

RecognitionSistem Managing Objectives Incentive Programs

Services and Offices

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QUALITY PLAN

Academic Research Management

Master Plan“Reward the best”

“Quality agreement”

III QUALITY PLAN:

Quality Plan: 2008-2011:P i i l Principles:Customer focus 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; 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 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

III QUALITY PLAN

Quality Objectives 2008-2012

FOR THE QUALITY OF EDUCATION

Implement Quality Assurance System for the Accreditation of Degrees in the European Higher Education Area (EHEA).

Encourage the training

Promoting Job Quality University

Adapt teachers’ resources and EHEA

Recognize the Professors´ work

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III QUALITY PLAN

Quality Objectives 2008-2012

FOR THE QUALITY OF RESEARCH

Download results for research and technological development

Encourage visibility

Promote research and technological development

Ensuring Quality

Recognize the researchers’ work

III QUALITY PLAN

Quality Objectives 2008-2012

FOR QUALITY MANAGEMENT

Developing the Strategic Management

Establish Quality Commitments

Recognize the PAS’ work

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III QUALITY PLAN

REWARDING THE BEST PACT FOR QUALITY

INCENTIVE PROGRAMMES

REWARDING THE BEST

Teaching

Results of the indicators of centers, departments and research

institutes

Calculation of the score of the unit

Research

Results of the indicators of departments and research

institutes

Calculation of the score of the unit

PACT FOR QUALITY

Results of the indicators of centers, departments and research institutes group C

Contract for the indicators of thenext course

Degree of compliance

A B C

Percentage position of the unit

A B C

Level of compliance

Financiation depending on thecompliance

III MANAGEMENT (MASTER) PLAN(2008-2012)

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MANAGEMENT PLAN

Tool for making easier g costumer orientation, transparency promotion of the continuous improvement in

processes

to ens re the efficienc and effecti eness to ensure the efficiency and effectiveness

III MANAGEMENT PLAN

OBJECTIVES STRATEGIC ORIENTATION STRATEGIC ORIENTATION

1. Developing the Strategic Direction 2. Establishing new Quality Commitments 3. Acknowledge the PAS’ work

CORPORATE SOCIAL RESPONSIBILITY 4. Contribute to Sustainability 5. Establishing networks of cooperation 6. Ensuring transparency

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III MANAGEMENT PLANFRAME OF REFERENCE: EFQM MODEL

III MANAGEMENT PLAN

Certification of Service Charters Certification Services by ANECA / Excellence Club Innovation Award Sustainability Corporate Social Responsibility Cooperation projects e-management Internationalization

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ACCREDITATION TOOLS

OTHER TOOLS

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INDICATORS SYSTEM

PROCESSMANAGEMENT

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Yes

Proposal:Service/Unit

Decisión Quality Committee Approve?

Capturation of Information

No

Analysis

Internal Audit

Improvement Plan

Ready?No

Yes

Third part Audit/Certif

Submission to the Agency

Quality review

Level ok?

Recognized/Certification?

No

No

Yes

Yes

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Balance Scorecard

100

Cumplimiento de los estándares de Agradecimiento y Gestión

25

50

75

0

Agradecimiento Gestión Estándar

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TEACHING IMPROVEMENT

Who?

Resultsand keyfactors

What?When?

Why?How?

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TEACHING RESULTSINDICADOR 2005/06 2006/07 2007/08 2008/09 Estándar

Percentage of certificates delivered on the scheduled dates 96,11 96,9 97,83 98,21 100

Percentage of subjects that provide content, practical work or material through the University web page 97,06 98,3 98,3 100 95

Percentage of credits approved over the credits of students sitting exams 82,25 83,5 83,07 83,38 80

P t f d t th t h f d j b 93 1 98 8 94 96 95 98 90Percentage of graduates that have found a job 93,1 98,8 94,96 95,98 90

Percentage of subjects with a tutorial timetable included in the web page, over the total number of subjects 93,16 94,4 96,37 94,27 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

95,62 99 99,62 100 95

Ratio between the number of students training in companies/institutions and the number of potential trainees (50% of approved course credits)*100 (SIUV)

41,48 43,6 43,91 46,12 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) 38,16 38,5 50,56 36,04 25

Percentage of satisfied teachers with the teaching 94 93 95 95 85g g

Percentage of satisfied students with the teaching 92 92 91 93 85

R&D RESULTS

INDICADOR 2003/04 2004/05 2005/06 2006/07 2007/08 2008/09

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 2.262,40 2.639,91

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

10.759.507,99

8.540.127,08

Annual figure invested in the acquisition of bibliographical funds, divided by the number of full-time students (SIUV)

106,84 119,73 113,07 168,79 126,85 149,52

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 31.905,4 23.993,61

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 0,81 0,89

Number of months in scholar contracts per yearNumber of months in scholar contracts per year, by full-time Doctor professor (SIUV)

5,41 5,56 5,10 4,00 4,28 3,85

Expenses incurred in the promotion and distribution of culture, by full-time student (SIUV)

34,50 39,72 44,51 57,13 79,88 126,96

Number of theses presented by students 53 68 56 56 70 77

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MANAGEMENT RESULTS

… defining Mission and Service List 100%

… with service letter 72,7%

…with quality commitments towards the costumer 72,7%

… taking part in Management by Objectives 78,8%

… with indicator system 78,8%

… with web site 100%

Percentage PAS satisfied with their work 83,5%

Fulfilment the management objectives (Management by Objectives) 95,25%

External Audit EFQM with accredited points 550-600

INDICATORSEvolution

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INCENTIVESEstrategy Units 2005 2006 2007 2008 2009

Reward the best

Qualifications92.012,68 125.422,90 112.380,27 116.467 111.600

Academic departments 65.833,24 93.055,68 83.378,91 87.538,10 83.880

Research units35.997,01 44.504,89 39.876,87 41.327 39.600

Quality agreement

Academicdepartment/Researchunit

31.300 48.550,79 43.502,04 43.956,90 42.120Service/Administrative unit

AwardsBest suggestion

56.372,00 75.658,31 67.863,18 70.255,90 67.320Best Commitment Card

Centres and

Academic improvement

qualifications 1.800,00 1.800 1.800 1.800 15.500

Academic and Research staff/Administrative staff

100.000 100.000 100.000 90.500 80.000

Economic aid for the publication 100.000 100.000 100.000 - -

TOTAL (€)9.000 9.000 9.000 - -

492.314,93 597.992,57 557.801,27 451.844,90 440.020

MANAGEMENT PLAN EVOLUTION

% UNITS OBJECTIVES/INDICATORS

PEOPLEINDICATORS

200192% 10 _ 84

200293,64% 15 _ 99

200391,96% 20 510 113

200494,82% 22 629 138

200594 56% 25 735 14594,56% 25 735 145

200694,46% 28 772 179

200794,61% 29 823 176

2008 97,43% 30 859 210

2009 95,25% 39 1217 226

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Who?

Resultsand keyfactors

What?When?

Why?How?

JOURNEY TOWARDS EXCELLENCE

2010

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WHEN?

UMH Foundation Quality Policy Definition

Suggestions Mailbox1997

Q y y Quality Committee Improvement Plan 1998 Quality office Webpage

Participation in PNECU, 2n call Regulation about Quality Institutions

Best Hired Corporation award Improvement Plan 1999

1998

Regulation about Quality Institutions Competencies

Definition provision service portfolios Perceived quality surveys for Teaching System of indicators: analysis of Academic

Effectiveness Monitoring Plan

Improvement Plan 1999

1999 Participation in PNECU, 3r call Perceived quality surveys for PhD.

Programs First courses student’s Expectations

Analysis

Welcome new workers procedure ISO-9000Certificate Finalist at Club de Excelencia Best

Practices Award

Strategic Plan for Quality (PESCA I) 1999/2003

Quality Memory 1998 Improvement Plan 2000

2000 Participation in PNECU, 4th call Implementation Strategic Plan for Quality Quality Board

Quality Memory 1999 Club de Excelencia Best Practices Special

Award y Quality Incentives Director (Management) Plan Learning Accreditation Service Accreditation Internet Perceived Quality Surveys Internal and external assessment Improvement Plan 2001

Finalist Public Administration Ministry’s Award

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2001 E-learning Quality Courses Learning Accreditation Course Quality Manual Quality Memory 2000

I Pl 2002

Courses about EFQM and Procedure Management

Improvement Plan 2002 Champion in Management Club’s Best

Practices Award

2002 Quality Memory 2001 Improvement Plan 2003 Best Suggestion Award ISO 9000 Certificate (Teaching Plan)

Futurelx Special Award about Quality Model Futurelx Special Award about Quality Model Development

Valencian Quality Foundation Award Commitments of Quality at management

2003 Quality Memory 2002 Pre-accreditation system Improvement Plan 2004

2004

ISO 9000 Certificate (R+D+i)

Quality Memory 2003 Improvement Plan 2005 II Strategic Plan for Quality (II PESCA) 2004-

07 EFQM European Framework Quality

Management Publication

Recognition for Excellence (500+) EFQM

Document: How do you Plan, Implement and Asses improvement?

“Fácil” Magazine award for Equality Quality mention for some Phd. Programs

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2005 Quality Memory 2004 Improvement 2005 PDI Webpage University degrees accreditation Systemy g y Prize for Enology degree Volcam Prize to Environment Management Center Futurelx Special Award about Quality Model

Development R+D Nova 2005 Award Valencian Quality Foundation Award

2006 Quality Memory 2005 Improvement Plan 2007 Public administration Ministry Honorific

mention

2007 Quality Memory 2006 Improvement Plan 2008 Renewal Recognition for Excellence (500+) EFQM Plan and definition of III Quality Plan and III

Director Plan

2008

Director Plan

Quality Memory 2007 Improvement Plan 2009 III Quality Plan and III Director Plan ISO 14000

2009 Quality Memory 2008 Improvement Plan 2010 Implementation III Quality Plan and III Director Plan II Renewal Recognition for Excellence (500+) New regulation about Quality Commitments

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University Social Responsibility Memory

2010

Memory

KEY FACTORS

Ledearship Peoplep Focus on customer Data: results Motivation Time

People

People

Time System: designed, implemented,

evaluated and revised

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http://calidad umh es

UMH QUALITY SYSTEM

http://calidad.umh.es