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Quality Management in Courts

Quality Management in Courts. Bert Maan. What is quality?. Two sorts of quality: Legal quality Quality as organisation Internal external. Quality as organisation. To what extent is the organisation able to perform its function to fulfil its mission. Organisation. Public

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Quality Management in Courts

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  1. Quality Management in Courts Bert Maan

  2. What is quality? • Two sorts of quality: • Legal quality • Quality as organisation • Internal • external

  3. Quality as organisation • To what extent is the organisation able • to perform its function • to fulfil its mission

  4. Organisation • Public • Expectations • Speed • Efficiency • Behaviour and attitude • Information

  5. Courthouse • Identity • Opening hours • Security • Showing the way • Waiting rooms • Waiting time

  6. Services • Availability of tea/coffee; • Phones • Registries • Toilets • PM: The evaluation of quality is the difference between the performance and the expectation.

  7. Human resources • Selection • Training and education • Personal development – career

  8. Combination • Legal task • Public organisation • Expectations by the public • Well functioning of judges and staff

  9. Control through an integrated system. • EFQS or INK – or similar

  10. Leadership • Should not be too far away • Should be consistent • Should be supported by organisation

  11. Links • Between strategy and leadership; • Influence on employees at court • Influence on required tool • Control of the processes • Assessment • Final result • Learn and improve

  12. Measuring • MWO (employees survey) • Customer survey • Comments evaluation by society • Stakeholders • Media

  13. In court • Speed and consistence are part of quality • Registering incoming cases and output • Duration of pending cases • Efficiency

  14. Organisational quality • Performance • Management information each month • Incoming cases; • Finished cases • Withdrawn • Settled • Interlocutory judgement • Final judgement

  15. Legal quality Who determines? • Colleagues • Lawyers • Parties • Complaints • Media • Appeal court

  16. Methods • Conferences with lawyers • Meetings to discuss • Jurisprudence • Own cases in appeal

  17. Behaviour • Training staff • (How to deal with angry people) • Intervision • Sitting with three judges • Role of ushers

  18. Legal quality • Monitoring through • Advocates • Publication (rechtspraak.nl) • Complaints • Media • Appeals/cassation

  19. Ensuring quality • Case-law discussion • Presentations • Internal training/education; • Permanent education SSR • Intervision • Courses elsewhere

  20. Human resources policy-tools • periodic interview head of section • annual talks with court president • promotion • personal file

  21. Quality - risks • Identify risks: judge alone/single judge • Information on judges • Level of cooperation • Clerk/ judicial assistant • Report misbehaviour (informal)

  22. What to measure • Average duration; • Management of old cases • Percentage appeals • Number of complaints • Number of impartiality challenges

  23. Measuring qualıty court • MWO (employees survey) • Customer survey • Comments evaluation by society • Stakeholders • Media

  24. Recommendations • Keywords • Control • Management information • Quality of human resources • Public dimension • Leadership • Professionality

  25. Result • Using the tools, you wil obtain: • Management information; • Integrated human resources policy • Information about quality • Outcome of customer review • Result of employee review • Annual reporting

  26. Trust • Management of expectatıons • In order to gain or maintain the confidence of society, transparency is the key word: • Say what you do • Do what you say • Show that you do what you say

  27. Questions/observations? Teçukkur ederim!

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