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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

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