1. 1 Quality Management System OHIM, Alicante, 12 and 13 June 2008 Margarida Matias 3rd Liaison Meeting on Trade Marks

2. 2 Standardized – Norm ISO 9001 : 2000; Global – Comprises all the activity of INPI; Oriented – Continuous improvement; Focused – Client (Stakeholders); Modern – Research of Total Quality (Excellence). Characterization of INPI QMS

3. 3 Reduce bureaucracy; Reduce costs for the client; Transparency; Better access to information; Coherence; Consistency. Characterization of INPI QMS

4. 4 TypeDesignation of the ProcessesBusinessCustomer Support Trademarks and Designs Patents and Utility Models Information and Marketing Promotion of Innovation ManagementManagement of Institutional Relations related to IP Internal Audits Planning and follow-up of the activity SupportPurchase Human Resources Management Management of the IT infrastructure Characterization of INPI QMS

5. 5 Quality Manager; Process Managers; Internal auditors; Innovation Track; Quality Indicators (every 3 months); Quality meetings (quality + process managers); Quality Report to the Board of Directors Characterization of INPI QMS

6. 6 N2 -Trademarks and Designs IndicatorCalculation method Periodicity of the Analyses Annual objective Target 1/N2 Applications published on time (TM) N.º of applications published on time/ N.º of applications Trimester90%5 days 3/N2 Oppositions documentation dealt on time N.º of oppositions dealt on time/ n.º of oppositions Trimester95%5 days 4/N2 IPR management documentation dealt on time N.º of IPR management documentation dealt on time/ n.º of IPR management documentation Trimester95%5 days 6/N2Quality of decisions N.º of Court decisions changing Office decisions/ n.º of Appeals Trimester20% 40 in 200 Court decisions 7/N2N.º of AppealsN.º of Appeals / N.º of Office decisionsTrimester1%300 Appeals 8/N2 Trademarks: Time do decision Regular ApplicationsTrimester90% 4 months in 31 Dez 07 Non-regular ApplicationsTrimester90% 8 months in 31 Dez 07 9/N2 Designs: Time do decision Regular ApplicationsTrimester90% 9 months in 31 Dez 07 Non-regular ApplicationsTrimester90% 14 months in 31 Dez 07 Quality Indicators

7. 7 N2 -Trademarks and Designs IndicatorCalculation method Periodicity of the Analyses Annual objective Target 1/DMDM National applications (TM) Nº of decisions / targetTrimester95%23.000 2/DMDM International applications (TM) Nº of decisions / targetTrimester95%3.000 3/DMDM National applications (Designs) Nº of decisions / targetTrimester95%200 1/DAJBacklog (TM)Nº of decisions / targetTrimester100%3.974 2/DAJBacklog (TM) N.º of applications in backlog Trimester100%0 Quality Indicators

8. 8 Quality Manual (objectives, mission, vision, values, quality system organization, documentation and processes); Processes Manuals; IP Law Application Manual; Complementary documentation (top level guidelines); Work guidelines (specific guidelines); Templates / maps QMS Documentation

9. 9 Internal Audits (minimal 1 per process per year) External Audits (minimal 1 per year) IT system (integrates all areas of IPR) Employees Quality meetings Process managers and internal auditors Characterization of INPI QMS QMS Compliance

10. 10 Management by objectives (targets in cascade) Monitoring of activities (processes) Integration of activities (processes) Optimized workflow Process managers = Heads of Unit Internal auditors profile Inefficiency elimination QMS key aspects

11. 11 Regular client inquiries / complaints Client oriented Keep up to market expectations HR motivation (recognition through transparency of the internal workflow) Bureaucratic past (positive aspects easily perceived) Avoid routine Avoid excess of documentation QMS key aspects

12. 12 Shorten decision time span Product Quality CRM QMS Priorities

13. 13 The Portuguese Office on the frame of ISO 9001The Portuguese Office on the frame of ISO 9001 Certified Quality Management System - regarding the activity of the entire OfficeCertified Quality Management System - regarding the activity of the entire Office Egovernment Award finalist INPI - PT 2007 2006 IT infrastructure best practices in public administration

14. 14 Thank you! OHIM, Alicante, 12 and 13 June 2008 Margarida Matias