1. QUALITY ASSURANCE IMPROVEMENTS CURTIN UNIVERSITY LIBRARY Curtin University is a trademark of Curtin University of Technology CRICOS Provider code 00301J IN AUSTRALIAN UNIVERSITY LIBRARIES Presented by Karen Tang

2. LATN Libraries Curtin University is a trademark of Curtin University of Technology CRICOS Provider code 00301J Source: Google Maps

3. 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

4. Quality Maturity Model: overview 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 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 Ad hoc, individual heroics Culture of continuous improvement organisation-wide Curtin University is a trademark of Curtin University of Technology CRICOS Provider code 00301J

5. 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

6. LATN quality assurance changes summary 2005/6 Specify quality officers1 Documented quality framework2 Individual planning & training for quality0 Curtin University is a trademark of Curtin University of Technology CRICOS Provider code 00301J

7. LATN quality assurance changes summary 2005/6Now Specify quality officers13+1 Documented quality framework26 Individual planning & training for quality05 Curtin University is a trademark of Curtin University of Technology CRICOS Provider code 00301J

8. 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

9. 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

10. 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

11. 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

12. Curtin Library Quality Framework Quality Framework Planning Framework Performance Framework Budget Plan Workforce Plan Benchmarking Framework Communication Plan Risk Framework

13. 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

14. Responsibility & frameworks: QMM Curtin University is a trademark of Curtin University of Technology CRICOS Provider code 00301J 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)

15. 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.. Curtin University is a trademark of Curtin University of Technology CRICOS Provider code 00301J Source: Wilson and Town (2006)

16. Work Planning & Performance: Curtin Work Plan Specific objectives for the forthcoming year, as agreed by staff member and line manager. 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 Objective 1: Indicators (expected outputs / outcomes): Links to University/Library/Unit Plans:

17. Work Planning & Performance: Curtin Work Plan Specific objectives for the forthcoming year, as agreed by staff member and line manager. 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 Objective 1: Indicators (expected outputs / outcomes): Links to University/Library/Unit Plans: Objective 1: Fully achieved Mostly achieved Partly achieved Not achieved Cancelled Achievements / reflections / future directions:

18. Work Planning & Performance: Curtin Work Plan Specific objectives for the forthcoming year, as agreed by staff member and line manager. 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 Objective 1: Indicators (expected outputs / outcomes): Links to University/Library/Unit Plans: Objective 1: Fully achieved Mostly achieved Partly achieved Not achieved Cancelled Achievements / reflections / future directions: Training/conference/development as agreed by staff member and line manager Development need that the proposed training/conference/development will meet

19. 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.. Curtin University is a trademark of Curtin University of Technology CRICOS Provider code 00301J Source: Wilson and Town (2006)