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Overview

Quality is an optimum ratio of outlay to returns which produces the best possible result ... Quality management systems and data protection certification (quality seals) ...

Michelle
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Overview

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    Dr. Bruno Baeriswyl Privacy Commissioner of the Canton of Zurich (Switzerland) CH - 8090 Zürich Tel.: +41 43 259 39 99 datenschutz@dsb.zh.ch Fax: +41 43 259 51 38 www.datenschutz.ch Spring Conference of European Data Protection Authorities Rotterdam, 21 – 23 April 2004

    Slide 1:The Quality Management System of the Privacy Commissioner

    Slide 2:Overview

    Starting situation / Objectives Structure (processes / procedures) Measurements / Indicators Continuous improvement Benefit Certification (ISO) Further development

    Slide 3:Starting situation

    Statutory duties Resources Effect-oriented Customer-oriented

    Slide 4:Efficiency

    Efficiency Quality Quality management Quality is an optimum ratio of outlay to returns which produces the best possible result Quality management is the orientation of an organisation toward the satisfaction of its customers and toward the continuous improvement of all the processes within the organisation, with the involvement of employees, suppliers, the population and politicians

    Slide 5:Zurich Quality Model (to EFQM)

    Slide 6:Quality model to ISO 9000

    Slide 7:Processes / Procedures (1)

    Services: Advising (legal advice, submission of opinions, consultations on draft legislation, participation in projects) Informing (awareness heightening, self-protection, further training) Supervision (audits) Mediating (ombudsperson function) Reporting (activity report)

    Slide 8:Processes / Procedures (2)

    Management: Planning Document / Information management Measurements Continuous improvement ...

    Slide 9:Measurements / Indicators

    Performance / Effects: Customer satisfaction (survey) Time take to reply for advisory services Hits on website Satisfaction of course participants Population’s confidence in the processing of data (survey) Implementation of basic protection for IT (assessment of audits)

    Slide 10:Continuous improvement

    Trigger: complaint, process deviation, idea / proposed improvement Take up at: team meeting (fortnightly) List of items pending / topics Solution through methodological approach (moderated) Documentation of improvements / adaptation of system documentation

    Slide 11:Benefits

    Transparency of procedures and services Planning processes Continuous improvement process Indicators / measurements Increased efficiency (effect-oriented) Increased customer satisfaction (customer-oriented) Increased employee satisfaction Image (certification)

    Slide 12:Certification

    Certification to ISO 9001:2000 standard

    Slide 13:Reasons for ISO certification

    Quality seal for the quality management system ISO 9000 standard as a recognised and universally familiar quality seal Commitment to continuous improvement Enhancing the credibility of the privacy commissioner and increasing recognition of him by all groups entitled to his services (“brand” of Privacy Commissioner)

    Slide 14:Further development

    Quality management systems and data protection certification (quality seals) Pooling of know-how and experience

    Slide 15:Thank you!

    Further information (in German): www.datenschutz.ch ? Heading “datenschutzbeauftragter”

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