QUALITY ASSURANCE IMPROVEMENTS
IN AUSTRALIAN UNIVERSITY LIBRARIES
CURTIN UNIVERSITY LIBRARY
Presented by Karen Tang
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J
LATN Libraries
Source: Google Maps
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J
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 Technology
CRICOS Provider code 00301J
Quality Maturity Model: overview
Level 1 – Initial.
Ad hoc, individual heroics
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
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J
Culture of continuous improvement
organisation-wide
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 Technology
CRICOS 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 Technology
CRICOS 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 Technology
CRICOS 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 managers
Curtin University is a trademark of Curtin University of Technology
CRICOS 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 managers
Curtin University is a trademark of Curtin University of Technology
CRICOS 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 managers
Curtin University is a trademark of Curtin University of Technology
CRICOS 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 managers
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J
Curtin Library Quality Framework
Quality
Framework
Planning
Framework
Workforce Plan
Budget Plan
Performance
Framework
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 stakeholders
Integrates our various activities
Assigns responsibilities
Includes a schedule – within a year and across years
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J
Responsibility & frameworks: QMM
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 strategy
Source: Wilson and Town (2006)
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J
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.
.
Source: Wilson and Town (2006)
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J
Work Planning & Performance: Curtin
Work Plan
Specific objectives for the forthcoming year, as agreed by staff member and line manager.
Objective 1:
Indicators (expected outputs / outcomes):
Links to University/Library/Unit Plans:
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 Technology
CRICOS Provider code 00301J
Work Planning & Performance: Curtin
Work Plan
Specific objectives for the forthcoming year, as agreed by staff member and line manager.
Objective 1:
Indicators (expected outputs / outcomes):
Links to University/Library/Unit Plans:
Performance Review:
Staff member’s and manager’s reflection on the review period
Objective 1:
Fully achieved
Mostly achieved
Achievements / reflections / future directions:
Work Plan Training/Development
.
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J
Partly achieved
Not achieved
Cancelled
Work Planning & Performance: Curtin
Work Plan
Specific objectives for the forthcoming year, as agreed by staff member and line manager.
Objective 1:
Indicators (expected outputs / outcomes):
Links to University/Library/Unit Plans:
Performance Review:
Staff member’s and manager’s reflection on the review period
Objective 1:
Fully achieved
Mostly achieved
Partly achieved
Not achieved
Cancelled
Achievements / reflections / future directions:
Work Plan Training/Development
Training/conference/development as agreed by staff member and line
manager
.
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J
Development need that the proposed training/conference/development
will meet
Top level quality maturity
Level 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.
.
Source: Wilson and Town (2006)
Curtin University is a trademark of Curtin University of Technology
CRICOS Provider code 00301J