ISO 9001: 2000 AND MANAGING CHANGE IN A SOUTH AFRICAN LAW FIRM LIBRARY

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ISO 9001 2000 AND MANAGING CHANGE IN A SOUTH
AFRICAN LAW FIRM LIBRARY

• Olwyn Garratt
• 16 August 2007

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Reasons for this presentation

• Information services do not escape the scrutiny
  of the auditors
• Recognition of areas in which I fail to address
  the key requirements of ISO 9001
• Usefulness of the ISO principles in driving
  change

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a work in progress
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ISO 9000 Quality management

• Origins in UK manufacturing standard BS 5750
• ISO 9000 published 1987
• Revised 1994, 2000

• Documentation and record-keeping to show
  procedures are followed

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ISO 9001 2000 Systems requirements

• Customer focus
• Leadership
• Involvement of people
• Process approach
• System approach to management
• Continual improvement
• Factual approach to decision making
• Mutually beneficial supplier relationships

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b e l l d e w a r h a l l
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• Areas of practice
• Corporate and Commercial
• Commercial Property
• Competition
• Employment and Pensions
• Environment
• Financial Services
• Litigation
• Tax

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• Industry focus
• Mining and Resources
• Chemicals and Pharmaceuticals
• Telecommunications
• Construction and engineering
• Project Finance
• Infrastructure
• Power and Energy

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BDH library
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Access to digital collections
Internet
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Legal information services
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(No Transcript)
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a matter of perspective
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First ISO audit - based on the legacy process

• Identify user needs
• Source the required information
• Catalogue maintenance
• Material storage
• Use of library
• Circulation dissemination of information
• Related activities

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• How do you know you are providing what the
  users require?

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Second ISO audit- based on library competencies

• Management of information resources including
  acquisition, organisation, dissemination and
  collection development
• Information alerting services
• Reference and research requests
• User training
• Knowledge management

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Attempt to build operational flow

• PRESSURE TO SECURE RELEVANT INFORMATION

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Breaking the impasse

• NORTHUMBRIA 7

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THE PDCA CYCLE
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PDCA in the BDH library

• Decide which objectives can be measured
• Determine the metrics
• Measure performance against the metric
• Analyse findings and take corrective action
• Feed this back into the plan

Document everything
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Making a start - Objectives

• Satisfy user requirements
• Identify why users fail to find material
• Define the criteria I apply to acquisition of
  material
• Define the filters to ensure busy practitioners
  are not overloaded with irrelevant material

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Making a start - Metrics

• 80 general requests satisfied same day
• 90 of invoices processed same day
• Expenses within budget each quarter

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PROVIDE RELIABLE ACCESS TO ACCURATE AND CURRENT
LEGISLATION, CASE LAW AND RELATED INFORMATION

• PLAN
• Accuracy and currency of information resources
• Accessibility of source material 24/7
• Strategy to obtain material not available in-house

• DO
• Create communication portal to establish user
  requirements
• Manage alerting services to keep users up to date
  with relevant information
• Train users to use
• resources effectively

ACT Take corrective action on findings of user
feedback
CHECK User feedback on range, value and
accessibility of information resources
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Library rating form - first draft

• There is adequate communication with the library
• I handle your requests promptly
• I handle your requests attentively

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Library rating form- suggested improvements

• I am accessible
• I listen to what you have to say
• I anticipate
• I understand your business

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Library rating, July 2007
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Interpreting the user survey

• I understand your business
• 30 strongly agree, 30 somewhat agree, 30
  undecided

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Corrective action

• Attend more departmental meetings
• Attend training sessions and read the books that
  the practitioners buy
• Read business press, company news
• Suggest I am copied on departmental research

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How does this model drive change?

• It addresses the question posed at the first ISO
  audit
• How do you know you are providing what the
  users require?
• It provides data that I can work with
• It views the problem in such a way that
  corrective action can be taken
• It embraces the 8 principles of ISO 9001

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Reminder - ISO 9001 Principles

• Customer focus
• Leadership
• Involvement of people
• Process approach
• System approach to management
• Continual improvement
• Factual approach to decision making
• Mutually beneficial supplier relationships

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What I learnt in the process

• Managing change is central to performance
  improvement
• Sustaining change means having to accept
  discomfort
• ISO 9001 where properly applied is a diagnostic
  tool that points to lapses in quality
• ISO 9001 addresses failure in a positive way
• When I align BDH library management closely with
  the enterprise strategy I take my place on the
  team.

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• We shall not cease from explorationAnd the end
  of all our exploringWill be to arrive where we
  startedAnd know the place for the first time
• TS Eliot