micoteca da universidade do minho (mum): implementation of a quality management system based on iso...
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MICOTECA DA UNIVERSIDADE DO MINHO (MUM):
IMPLEMENTATION OF A QUALITY MANAGEMENT SYSTEM BASED
ON ISO 9001:2008
Marta F. Simões, Anabela Martins, Nicolina Dias, Cledir Santos, Nelson Lima
ECCO XXX, 16th to 17th June 2011
MUM:
◘ holds a filamentous fungi culture collection ◘ established in 1996 ◘ in the facilities of the DEB at Minho University◘ www.micoteca.deb.uminho.pt
◘ Developed and implemented a Quality Management System -
QMS:
Based on: NP EN ISO 9001:2008
OECD BCR Best Pratices
ECCO XXX, 16th to 17th June 2011
MISSION: Provide the highest quality services to our customers,
collecting, maintaining and supplying fungal strains and their
associated information for teaching and research in biotechnology and
life sciences. MUM intends to be a centre of knowledge, information
and training in mycology, operating at a global level and under national
and international regulations.
ECCO XXX, 16th to 17th June 2011
Commitment to Quality Valuing costumer’s needs
Supplying high quality products and services
OBJECTIVE: develop the ongoing management process to continually improve services
• Using and developing key performance indicators• Creating a dynamic work environment by being innovative and performing a
high-quality research• Following the technological and scientific development of the sector
• Continuously developing the expertise, professionalism and integrity of the collaborators of MUM
Quality Policy of MUM
ECCO XXX, 16th to 17th June 2011
GENERAL QUALITY OBJECTIVES:
Strive for complete understanding and meet the standards of customer
Continually improve MUM process performance developing key indicators by identification of critical success factors
Following the technological and scientific development of the sector by being present in a regular basis on relevant scientific events
Continually developing the expertise, professionalism and integrity of MUM collaborators by appropriate training
Maintain a dynamic work team performing a innovative high-quality research
Foster a team approach to detect prevention and problem solving
ECCO XXX, 16th to 17th June 2011
MUM has defined 3 processes:
MATERIAL SUPPLY PROCESS (MSP)
MATERIAL RECEPTION PROCESS (MRP)
MATERIAL PRESERVATION PROCESS (MPP)
ECCO XXX, 16th to 17th June 2011
ECCO XXX, 16th to 17th June 2011
MANAGEMENT RESPONSABILITY
RESOURCES MANAGEMENT
MEASUREMENT AND MONITORIZATION
COUNTINOUS IMPROVEMENT
CUST
OM
ER
REQ
UIR
EMEN
TSCU
STOM
ER
SATISFACTION
MRPMPPMSP
Human Resources
Infrastructure
Work Environment
Customer Satisfaction
Internal Audit
Process PerformanceCorrective Actions
Preventive Actions
Suggestions
Claims
Quality Policy
Internal Communication
Quality Objectives
Quality System Revision
ECCO XXX, 16th to 17th June 2011
Steps of implementation:
1. Creation of a documental structure
QP
Quality Manual/Quality
Functions
Processes/Proceedings/SOPs
Forms/Records
ECCO XXX, 16th to 17th June 2011
ECCO XXX, 16th to 17th June 2011
Steps of implementation:
2. Description and implementation of processes, procedures and SOPs
3. Selection, evaluation and qualification of suppliers (reception of materials,
non-conformities record, corrective actions request)
4. Infra-structure and work environment maintenance
5. Measurement and monitoring equipment (inventory, equipment charts, Control
and Maintenance plan)
6. Human resources management (minimal skill, responsabilities and job
description)
7. Client’s satisfaction evaluation (satisfaction inquiry, complaints evaluation,
suggestions, QP-Quality Plan)
ECCO XXX, 16th to 17th June 2011
CUSTOMER SATISFACTION INQUIRY
VP P Ac S VS
HOW DO YOU EVALUATE THE DELIVERY SERVICE?
HOW WAS THE STRAINS CONDITION UPON ARRIVAL?
HOW WAS THE EFFECTIVENESS AND CLARITY OF INSTRUCTIONS?
HOW WAS THE IDENTIFICATION SERVICE?
HOW WAS THE TRAINING COURSE OFFERED BY THE MUM?
HOW WAS THE STRAINS DEPOSIT SERVICE?
HOW WAS THE WEB PAGE ACCESS AND USE?
HOW DO YOU EVALUATE THE SERVICE PROVIDED BY OUR STAFF?
HOW WAS THE INFORMATION PROVIDED?
HOW WAS THE QUALITY/COST RATIO?
WHAT IS YOUR FINAL EVALUATION?
VP=Very poor; P=Poor; Ac=Acceptable; S=Satisfactory; VS=Very satisfactory.
ECCO XXX, 16th to 17th June 2011
Steps of implementation:
8. Continuous improvement
Internal audit
Efficacy analysis
Corrective and preventive actions
Action planning
Planning review
ECCO XXX, 16th to 17th June 2011
IMPLEMENTATION STEPS2010 2011
M A M J J A S O N D J F M A M ...
PLANNING
WORK TEAM AND TASKS TEAMS DEFINITION
SCHEDULE DEFINITION
QUALITY POLICY AND QUALITY OBJECTIVES DEFINITION
SYSTEM DESIGN
AND
DOCUMENTATION
BUILDING SYSTEMSTRUCTURE
SYSTEEM IMPLEMENTATION
ANALYSIS AND APPROVALL OF DOCUMENTS
RECORDING THE SYSTEM
INTERNAL AUDITS
SYSTEM REVISION AND CONTINUOUS IMPROVEMENT
PROCESS DOCUMENTATION AND CONTROL
SYSTEM PLANNING
RESOURCE MANAGEMENT
INTERNAL AND CUSTOMER COMMUNICATION
MUM presented all the necessary conditions for the Certification of the implemented QMS
ECCO XXX, 16th to 17th June 2011
Certification on ISO 9001:2008
Celebrating 15 years providing professional
products & services to our customers
___________________________________________________________________________________________________
MUM is certified for Deposit, Preservation and Supply of Filamentous Fungi
ECCO XXX, 16th to 17th June 2011
ECCO XXX, 16th to 17th June 2011
Benefits from the QMS implementation and
certificationImproved control and planning
Improved efficiency and productivity
Consistency in products and services
Reduced waste of time and resources
Reduced costs
Improved collaborators retention/motivation
ECCO XXX, 16th to 17th June 2011
QMS implementation
Customer satisfaction
Continuous improvement
CERTIFICATION
ECCO XXX, 16th to 17th June 2011
CERTIFICATION
Requalification of MUM
ECCO XXX, 16th to 17th June 2011
STRAIN AUTHENTICATION
o Polyphasic Approach
o MALDI-TOF ICMS
o Molecular Biology
Thank you for your attention!
ECCO XXX, 16th to 17th June 2011