ISO 9001: 2000 AND MANAGING CHANGE IN A SOUTH AFRICAN LAW FIRM LIBRARY

1. ISO 9001: 2000 AND MANAGING CHANGE IN A SOUTH AFRICAN LAW FIRM LIBRARY Olwyn Garratt 16 August 2007

2. Reasons for this presentation • Information services do not escape the scrutiny of the auditors • Recognition of areas in which I fail to address the key requirements of ISO 9001 • Usefulness of the ISO principles in driving change

3. … a work in progress

4. ISO 9000: Quality management • Origins in UK manufacturing standard BS 5750 • ISO 9000 published 1987 • Revised 1994, 2000 Documentation and record-keeping to show procedures are followed

5. ISO 9001: 2000 Systems requirements • Customer focus • Leadership • Involvement of people • Process approach • System approach to management • Continual improvement • Factual approach to decision making • Mutually beneficial supplier relationships

6. b e l l d e w a r h a l l

7. Areas of practice Corporate and Commercial Commercial Property Competition Employment and Pensions Environment Financial Services Litigation Tax

8. Industry focus • Mining and Resources • Chemicals and Pharmaceuticals • Telecommunications • Construction and engineering • Project Finance • Infrastructure • Power and Energy

9. BDH library

10. Access to digital collections Internet

11. Legal information services

13. …a matter of perspective

14. First ISO audit- based on the legacy process • Identify user needs • Source the required information • Catalogue maintenance • Material storage • Use of library • Circulation & dissemination of information • Related activities

15. How do you know you are providing what the users require?

16. Second ISO audit- based on library competencies • Management of information resources – including acquisition, organisation, dissemination and collection development • Information alerting services • Reference and research requests • User training • Knowledge management

17. DISSEMINATION Book issues & journal circulation ACQUISITION Identification of sources & suppliers Orders & payments ORGANISATION Classification, indexing & cataloguing Resource Maintenance Stock taking & weeding REVIEW Customer feedback Collection development Attempt to build operational flow PRESSURE TO SECURE RELEVANT INFORMATION

18. Breaking the impasse NORTHUMBRIA 7

19. PLAN Policy Objectives Processes Customer requirements DO Implement processes ACT Take corrective actions Continuous improvement CHECK Monitor & measure processes Report results Decide what you do Document what you do Then do what you have documented THE PDCA CYCLE

20. PDCA in the BDH library • Decide which objectives can be measured • Determine the metrics • Measure performance against the metric • Analyse findings and take corrective action • Feed this back into the plan Document everything

21. Making a start - Objectives • Satisfy user requirements • Identify why users fail to find material • Define the criteria I apply to acquisition of material • Define the filters to ensure busy practitioners are not overloaded with irrelevant material

22. Making a start - Metrics • 80% general requests satisfied same day • 90% of invoices processed same day • Expenses within budget each quarter

23. SATISFY 80% OF USER REQUESTS SAME DAY PROVIDE RELIABLE ACCESS TO ACCURATE AND CURRENT LEGISLATION, CASE LAW AND RELATED INFORMATION PLAN • Accuracy and currency of information resources; • Accessibility of source material 24/7 • Strategy to obtain material not available in-house DO • Create communication portal to establish user requirements; • Manage alerting services to keep users up to date with relevant information • Train users to use resources effectively ACT Take corrective action on findings of user feedback CHECK User feedback on range, value and accessibility of information resources

24. Library rating form - first draft • There is adequate communication with the library • I handle your requests promptly • I handle your requests attentively

25. Library rating form- suggested improvements • I am accessible • I listen to what you have to say • I anticipate • I understand your business

26. Library rating, July 2007

27. Interpreting the user survey “I understand your business” [30% strongly agree, 30% somewhat agree, 30% undecided]

28. Corrective action • Attend more departmental meetings • Attend training sessions and read the books that the practitioners buy • Read business press, company news • Suggest I am copied on departmental research

29. How does this model drive change? • It addresses the question posed at the first ISO audit: How do you know you are providing what the users require? • It provides data that I can work with • It views the problem in such a way that corrective action can be taken • It embraces the 8 principles of ISO 9001

30. Reminder - ISO 9001 Principles • Customer focus • Leadership • Involvement of people • Process approach • System approach to management • Continual improvement • Factual approach to decision making • Mutually beneficial supplier relationships

31. What I learnt in the process • Managing change is central to performance improvement • Sustaining change means having to accept discomfort • ISO 9001 where properly applied is a diagnostic tool that points to lapses in quality • ISO 9001 addresses failure in a positive way • When I align BDH library management closely with the enterprise strategy I take my place on the team.

32. We shall not cease from explorationAnd the end of all our exploringWill be to arrive where we startedAnd know the place for the first time TS Eliot