The SRA Symposium - College of Medicine
The SRA Symposium - College of Medicine
The SRA Symposium - College of Medicine
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DEVELOPING A FORMAL QUALITY MANAGEMENT SYSTEM AND<br />
MEASURING PERCEPTIONS OF SERVICE QUALITY<br />
Principal Author: Mark Gorringe: Masters in Administrative Management (in progress)<br />
Co-Author: Dr. Mark Hochman: PhD<br />
University <strong>of</strong> South Australia<br />
Research and Innovation Services<br />
Mawson Lakes Boulevard<br />
Mawson Lakes, South Australia, 5095<br />
Tel: 08 83025143/ Fax: 08 83023921<br />
Email: mark.gorringe@unisa.edu.au; mark.hochman@unisa.edu.au<br />
Abstract<br />
<strong>The</strong> Australian higher education sector has seen growing pressure for universities to be more<br />
accountable for the quality <strong>of</strong> both teaching and research. Universities are also seeking greater<br />
financial support from external companies to sustain research activity. <strong>The</strong>se emphases result<br />
in universities being placed in a position where they are now a ‘products and services’ provider.<br />
<strong>The</strong> University <strong>of</strong> South Australia has developed an ISO9001:2000 certified quality management<br />
system, which includes systems and processes for managing research and consultancy projects.<br />
<strong>The</strong> development <strong>of</strong> a formal quality system is discussed in terms <strong>of</strong> its principles, requirements<br />
and intent. Importantly to manage research and consultancy projects this paper not only addresses<br />
how ISO9001:2000 has been implemented and applied but reveals how a formal system has been a<br />
key factor in driving improvement strategies – thus achieving competitive advantage.<br />
<strong>The</strong> concluding section <strong>of</strong> the paper explains how we (UniSA) capture, measure and analyse<br />
industry or client feedback via an external survey, which enables us to assess whether we are<br />
delivering services our clients value. Within this section the paper reveals some survey results and<br />
discusses areas <strong>of</strong> strength and perceived weakness and how these have been addressed.<br />
Introduction<br />
Papers<br />
<strong>The</strong> University <strong>of</strong> South Australia’s (UniSA) mission is: to advance, disseminate and preserve<br />
knowledge through the provision <strong>of</strong> a teaching, learning and research environment that fosters<br />
excellence in scholarship, innovation and social responsibility (http://www.unisa.edu.au/research/<br />
researchatuni/default.asp).<br />
Based on this mission statement the goal is to conduct research and consultancy with an emphasis<br />
on application <strong>of</strong> knowledge in collaboration with government, industry, commerce, the pr<strong>of</strong>essions<br />
and other community groups.<br />
UniSA’s Research and Innovation Services Office facilitates research activity by providing advice<br />
on research policy implementation and interpretation, providing legal advice in relation to research<br />
and consultancy, administering research grants and fellowships, managing research degrees<br />
and scholarships, collecting, maintaining and distributing research information and monitoring<br />
ethical practices.<br />
2005 <strong>Symposium</strong> Proceedings Book 87