1. Quality Counts!! GOAL “Provide our customers with the highest levels of quality and service in all aspects of PTO operations”

2. Creating a Quality System for the New Millennium Four decades of quality activities Vision of an Integrated Quality System Where we are today: –Issues, Enablers, and Barriers Strategy for Achieving the Vision

3. Historical Perspectives 1960’s Commissioner’s study – created Patent Academy 1970’s Office of Patent Quality review 1980’s Deming management influences –Total Quality Management –Continuous Quality Improvement –Trademark Quality Review 1990’s - the Reengineering decade –emphasis on customer service and satisfaction

4. Historical Programs and Organizations Concerned with: Validity of the patent Registrability of mark Completeness of the action Completeness of the search Timeliness of services Efficiency of the process Quality of the service Feedback from customers

5. PTO Quality Management Objective Establish a Quality Management System as a Key Business Focus for the PTO

6. Characteristics of a Quality Management System Quality is judged by customers Customer-driven quality is viewed as a strategic concept Customer requirements and service standards are reflected in strategic and operational planning Processes are developed to meet customer needs Measurement systems are developed to track progress

7. Characteristics of a Quality Management System Information is collected and used to improve work processes and the products and services delivered to customers Employees throughout the PTO understand how their work supports customer satisfaction Quality is designed into production and delivery processes to support efficiency and problem prevention (do the right job right every time to eliminate rework, eliminate non value added steps in a process to improve quality and efficiency)

8. Quality Management Initiative Existing PTO organizations operate in a matrix manner to assist in coordinating and facilitating PTO quality programs –Quality Council composed of representatives from all organizational components including Unions –communication across PTO to share information, best practices, lessons learned –build consistency

9. Quality Management Initiative Quality Management Office - reports directly to Commissioner –Full time staff and contract resources to support effort –Provides expertise and support for quality initiatives –Coordinates and facilitates PTO quality programs –Chairs Quality Council –Works through Quality Council to accomplish PTO- wide quality objectives –Patent Quality Review, Trademark Quality Review and Center for Quality Services report to Office of Quality Management

10. Vision of an Integrated Quality System Guide PTO towards performance excellence –Commitment –Coordination –Communication Three-way Focus –The Customer Focus –The Employee Focus –The Organizational Focus

11. The Customer Focus Supports Patent mission: –To Help Our Customers Get Patents Integrates customer expectations into patent processes, products and services Supports Trademark goal: –Improve Customer Satisfaction

12. The Employee Focus Promotes commitment to quality Encourages dedication, loyalty, and a pride in our jobs and the PTO Seeks involvement throughout all levels of the PTO Fosters employee empowerment Partners with Unions

13. The Organizational Focus Addresses every step of each important process and service Encourages development of the workforce Has active support of all levels of PTO management Provides a credible quality program that is perceived as accurate by employees, management, and customers

14. Baldrige Criteria as a System U.S. Patent and Trademark Office Identify Customer Needs/ Requirements Establish Mission, Vision, Values, & Leadership System Develop Goals & Strategies Define Measures of Success & Collect Data Achieve Excellent Levels & Trends in All Key Measures Create & Manage Human Resource Systems Define, Measure, Control, & Improve Key Work Processes PROCESSES/SYSTEMS STRATEGIC PLANNING DATA/ MEASURES CUSTOMER FOCUS LEADERSHIP HUMAN RESOURCE FOCUS BUSINESS RESULTS

15. Office of Patent Quality Review: Functions Assessment of quality –substantive review –questions on patentability standard –Allowed review program (end process review) –in process application review Detection of trends Quality improvement efforts

16. Office of Trademark Quality Review: Functions Assessment of quality –substantive review –determine quality of examination –review trademark application in various stages of pendency (pending, abandoned, registered) Detection of trends Quality improvement efforts

17. Center for Quality Services: External Customer Focus Customer Surveys Customer Service Training Customer Focus Sessions Measurement and Customer Satisfaction Facilitate Change to Improve Customer Satisfaction

18. 1999 Results - Patents Key Drivers 95969899 Overall satisfaction51505257 Return calls49474857 Direct promptly44425264 Clear written communication45415663 Thorough search47455664

19. 1999 Results - Trademark Key Drivers 95969899 Overall satisfaction64656369 Return calls55445059 Direct promptly58586369 Clear communication65687477 Treat with Courtesy80808487 13 Month Registration39313742 Filing Notice - 14 Days54313133

21. 959698 99 Overall satisfaction6465 6369 Return calls5544 5059 Direct promptly5858 6369 Clear communication6568 7477 Treat with Courtesy8080 8487 13 Month Registration3931 3742 Filing Notice - 14 Days54 313133