John Urquhart Tony Woods Stephen Boyd Megan McNiven Greg Hoy

1. Getting Smarter About Quality John Urquhart Tony Woods Stephen Boyd Megan McNiven Greg Hoy Office of Technical Services Griffith University Brisbane/Gold Coast

2. I) The Quality EnvironmentJohn Urquhart II) OTS Quality Management System Tony Woods III) Benchmarking…. Implementation and ActionPlans Stephen Boyd IV) Process Improvements (Laboratory Inspections for the Gene Technology Regulator – OGTR) Megan McNiven V) Digital Imaging Systems Greg Hoy VI) Questions and Sharing Best Practice

3. Director Campus Managers Deputy Director – Planning & Quality Workshop Managers Health & Safety Manager Office of Technical Services

4. Office of Technical Services

5. Quality to date in OTS • Staff commitment to quality service • Formation of Quality Reference Group (QRG) • Quality Awareness Courses • Quality Grants - eg benchmarking, web-based systems • Development of QMS • Focus on quality in OTS Mission, Vision & Goals

6. Why Implement a QMS? • Recommended in Tech Services Review 1997 • Increased emphasis by Industry, Govt & Unis - AUQA • Quality - goal of any self-respecting service provider • OTS staff committed to service quality • Need to check that we’re doing the best job possible & not becoming complacent • QMS provides structured mechanism

7. The Quality EnvironmentJohn Urquhart II) OTS Quality Management System Tony Woods III) Benchmarking…. Implementation and Action Plans Stephen Boyd IV) Process Improvements (Laboratory Inspections for the Gene Technology Regulator – OGTR) Megan McNiven V) Digital Imaging Systems Greg Hoy VI) Questions and Sharing Best Practice

8. OTS Quality Management System Tony Woods

9. Approach to Developing the QMS • Based around ISO 9001 & ISO 9004 international quality standards - credibility • Unobtrusive & customised for OTS • External accreditation not sought – paperwork • Not a separate system or unit – integrated into all that we do • Essentially a comprehensive summary of how we conduct our business/operations

10. Status • Draft QMS Completed Oct 2003 • Reviewed at Workshop & by QRG Nov 2003 • Revised QMS published as Quality Handbook March 2004 • On OTS website – easy access and version control

11. Quality Handbook Contents 1.0Overview of the Quality Management System 2.0 Our Quality Policy 3.0 OTS’ Role and Structure 4.0 Staff Roles in the QMS 5.0 Internal Planning & Management Processes 6.0 Working With Our Clients & Stakeholders* 7.0 Introducing or Changing a Service* 8.0 Process Improvements – Sharing Best Practice* 9.0 Preventing & Correcting Operational Problems*

12. Quality Handbook Contents cont. 10.0 Handling Complaints* 11.0 Keeping Track of Documents 12.0 Guidelines for Developing Policies & Procedures 13.0 Benchmarking & Self-Assessment 14.0 Training & Development 15.0 Managing Risks 16.0 Internal Audits – Checking Our QMS 17.0 Annual Review Appendix 1: Policies, Procedures & Related Documents Library

13. Quality Handbook Contents cont. Policies, Procedures & Related Documents Library • Undergraduate teaching support • Stores • Workshops • Health and Safety • Administration – Staffing • Administration – Budget/Finances • Research Support • Partnership Agreements • Client Interactions

14. Examples of QMS Sections • Section 6 – Working With Our Clients And Stakeholders • Section 11 – Keeping Track Of Documents

15. Integrated Nature of QMS Approach to Developing the QMS: • Not a separate system or unit – integrated into all that we do • Essentially a comprehensive summary of how we conduct our business/operations Reflected in: • Section 5.0 - Internal Planning & Management Processes - flowchart

16. Integrated OTS Planning,Management and Quality System Annual Cycle Griffith University Strategic Initiatives Biennial Internal Benchmarking 5 Yearly OTS Review and Self-Assessment OTS Strategic Outlook Workshop OTS Operational Plan Development Budget Outcome Implementation Plan & Updates Annual Review of Quality Management System OTS Staff Forum Client & Stakeholder Consultation Consolidated Annual Reports on New Services, Process Improvements & Nonconformances Monthly OTS Managers Meetings Quarterly Quality Reference Group Meetings Monthly Campus Manager/Supervisor Meetings Ongoing New Service, Process Improvement & Nonconformance Reports OTS Service Provision & Ongoing Client Interaction / Consultation

17. Implementing the QMS Objective : • Unobtrusive/seamless/transparent implementation Process: • Overview briefings to campus staff meetings • Detailed briefings to managers & supervisors • Forms & procedures introduced at work team level • Quality-related objectives in individual performance objectives

18. Some Examples • Developing a new Lab Resource Statement or other procedure? – Check the Policy/Procedures Library before you start. – Read the Section on “Developing New Policies or Procedures” for hints on what to include & how to structure it. • Exchanging versions of draft electronic documents? – Check the section on Keeping Track of Documents about version numbering.

19. Some Examples • Got an idea for improving the way you/we do something? – share it with others, using the Best Practice Feedback form. • Do you support labs? – use the end of semester feedback form with the course convenor or demonstrator.

20. The Quality EnvironmentJohn Urquhart II) OTS Quality Management System Tony Woods III) Benchmarking…. Implementation and ActionPlans Stephen Boyd IV) Process Improvements (Laboratory Inspections for the Gene Technology Regulator – OGTR) Megan McNiven V) Digital Imaging Systems Greg Hoy VI) Questions and Sharing Best Practice

21. Benchmarking …Implementation and Action Plans Stephen Boyd

22. What are…? • Benchmark Guidelines (Manual) • Indicators of Good Practice • Representative of Technical support activities in Universities • Organisation’s rating against reference criteria

23. Anatomy of a Benchmark • Area and Element • Type (lagging, leading or learning) • Benchmark rationale • Sources of data • Good Practice Statement • Levels

24. The Phases • Phase 1 – Benchmark Implementation • Phase 2 – Results Assessment & Development of Improvement Strategies • Phase 3 – Implementation • Phase 4 – Monitor & Review

25. PHASE 1 Benchmark Implementation • Involvementall staff all disciplines concurrent group assessment • Data (lots!) → Meaningful Information

26. PHASE 2 Results Assessment & Development of Improvement Strategies • Assessment & SelectionUse of both Quantitative (low scores) and Qualitative responses ‘Swamped’ issues • Confirm selection with originators

27. Benchmark ScoresGold Coast Campus

28. Strategies • Benchmark Statement Score (Quant/Qual.) • Objective/Action • Stakeholders • Accountabilities • Resources Required • Constraints • Outcome Measurement • Comments • Review Date

29. PHASE 3 Implementation • Comprehensive involvementAll staff • Integration into operationsPerformance Management • LimitationsBudget

30. PHASE 4 Monitor and Review • Review and modify if necessary • Improvement Strategy Outcomes

32. The Quality EnvironmentJohn Urquhart II) OTS Quality Management System Tony Woods III) Benchmarking…. Implementation and Action Plans Stephen Boyd IV) Process Improvements (Laboratory Inspections for the Gene Technology Regulator – OGTR) Megan McNiven V) Digital Imaging Systems Greg Hoy VI) Questions and Sharing Best Practice

33. Process Improvements (Laboratory Inspections for the Gene Technology Regulator – OGTR) Megan McNiven

34. What should the QMS mean to technical staff? • Best practice • Continuous improvement • Monitoring and improving performance • Impose minimal additional bureaucracy on staff

35. Context • How can I use the QMS to improve the process of laboratory inspections for the Gene Technology Regulator (OGTR)?

36. The Quality Handbook • Section 6: Working with our clients and stakeholders • Section 7: Introducing or changing a service • Section 8: Process Improvements • Section 11: Keeping Track of Documents

37. Provide information to the laboratory contact Keep the lab contact informed Make them feel at ease Offer assistance No reply Some replies Phone laboratory contact Make an inspection time Request that lab contact fill out checklist Inspector has knowledge of deficiencies and assists where possible Inspect lab Provide Action Plan to Lab contact Provide Action Plan to Facilities for repairs Phone contact to make reinspection time Request details of progress Reinspect lab Inspector provides assistance where possible Increased chance of Lab passing Lab inspection may fail Inspection Process Using the principles of the QMS Present checklist to laboratory contact via email Nominate Inspection time

38. Example 2: Action Plan • Ineffective • Seek feedback • Alter format • Monitor effectiveness Example 3: Version control

39. Action Plan

40. ConclusionThe benefits of using the principles of the QMS • Faults in the process have been identified, corrected and monitored • Clients are prompted, kept informed and guided through the process • The laboratory inspection process is more efficient and less onerous • Compliance and satisfaction of clients has is improved

41. The Quality EnvironmentJohn Urquhart II) OTS Quality Management System Tony Woods III) Benchmarking…. Implementation and Action Plans Stephen Boyd IV) Process Improvements (Laboratory Inspections for the Gene Technology Regulator – OGTR) Megan McNiven V) Digital Imaging Systems Greg Hoy VI) Questions and Sharing Best Practice

42. Digital Imaging System Greg Hoy

43. Introduction • Technical officer supporting the photography school within the Queensland College of Arts • Griffith University • South Bank campus

44. Old and the New • Silver Halide films and papers • CCD CMOS and micro pore layered papers • Digital consumer market Low resolution cameras 1- 4 megapixel • Low resolution scanners and printer • Professional high Resolution cameras 16-22 megapixel • High resolution scanners and printer (2880 dpi) • True photographic quality • Longevity greater than traditional photographic papers

45. Colour Managed Digital Workflow • Using the MacBeth IOne Spectrophotometer • Calibrated and Profiled Monitors in photography computer lab • Calibrated Profiled Monitor for the printing computer • Profiled printer • To ICC (International Colour Consortium) standards • Calibrated and profiled monitors in addition to profiled printer will give you a colour managed workflow. • An image printed will look exactly the same as the image on the monitor (colour and contrast)

46. Components of the Quality Management System Used 6.0 Working with our clients and stakeholders 8.0 Process improvement – sharing best practice 9.0 Preventing and correcting operational problems 13.0 Benchmarking and self-assessment

47. 6.0 Working with our clients and stakeholders • First assisted in establishing what was required from the new process • Lastly helped to develop a feedback mechanism • Formal and Informal

48. 8.0 Process improvement – sharing best practice • Used to gather information from stakeholders • Used to gather information from informed sources • Working document used in the planing, implementation and review stages

49. 9.0 Preventing and correcting operational problems • This form was used to formulate improvements with procedures already implemented

50. 13.0 Benchmarking and self–assessment • This is yet to be undertaken but will be in the near future