Quality Management Framework

The quality framework adopted by the Division of Library and Academic Learning Services combines the Business Process Model with the Balanced Scorecard. The Business Process Model is used for document control and process mapping while the Balanced Scorecard is used for strategic planning, reporting and decision making processes. This framework was chosen as it is easily understood by staff within the Division and is able to be integrated with documentation already in place for our processes. 

The Division aims to develop, document and train staff in a quality management framework that delivers appropriate quality resources and services to clients. The framework aims to:

• Be based on a business process model;
• Provide a framework for strategic planning and decision making;
• Facilitate continuous improvement of all processes within the Division;
• Comply with all applicable legislation and standards;
• Integrate with all university wide business systems in particular systems set up to meet the expectations of the Australian Universities Quality Agency;
• Have all key documentation and monitoring data published on the web;
• Be understood and relevant to all Division staff;
• Be inexpensive to implement and keep up to date; and
• Facilitate high levels of operating efficiency and low overall costs for the Division.

The Quality Management plan will be reviewed regularly:

• Annually as part of the strategic planning process; and
• Through continuous review of procedure manuals and processes.

Policies relevant to Staff and Students have been developed and implemented by the Division.

A Risk Management process has also been implemented.

Client Feedback is an integral component of the Division's quality management framework and a variety of mechanisms are used to gauge client satisfaction. These include benchmarking surveys, face-to-face feedback sessions and Compliment, Comment and Complaint (CCC) forms.

CQUniversity Library Standards have been developed to ensure quality library resources and services are consistently maintained at all libraries.

Decisions made by Divisional committees since July 2002 can be found on the Staff Intranet .

The Division has an extensive and inclusive planning process which includes library staff on all Central Queensland campuses.

References:

McKinnon, K.R.; Walker, S.H. & Davis, D (2000) Benchmarking; a manual for Australian Universities. Canberra, DETYA.

McGregor, Felicity & Jantti, Margie (2001) Central Queensland University Library Review; report to the Vice-Chancellor.

James Goldston Faculty of Engineering and Physical Systems (2002) Information Management System -project description.

Wilson, Anne, Pitman, Leeanne & Trahn, Isabella (2000) Guidelines for application of best practice in Australian University Libraries; intranational and international benchmarks. Canberra, DETYA, Evaluations and Investigations Programme.