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Quality Management System

3rd Liaison Meeting on Trade Marks. Quality Management System. OHIM, Alicante, 12 and 13 June 2008 Margarida Matias. Characterization of INPI QMS. Standardized – Norm ISO 9001 : 2000; Global – Comprises all the activity of INPI; Oriented – Continuous improvement;

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Quality Management System

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  1. 3rd Liaison Meeting on Trade Marks Quality Management System OHIM, Alicante, 12 and 13 June 2008 Margarida Matias

  2. Characterization of INPI QMS Standardized –Norm ISO 9001 : 2000; Global – Comprises all the activity of INPI; Oriented – Continuous improvement; Focused – Client (Stakeholders); Modern – Research of Total Quality (Excellence).

  3. Characterization of INPI QMS Reduce bureaucracy; Reduce costs for the client; Transparency; Better access to information; Coherence; Consistency.

  4. Characterization of INPI QMS

  5. Characterization of INPI QMS • Quality Manager; • Process Managers; • Internal auditors; • “Innovation Track”; • Quality Indicators (every 3 months); • Quality meetings (quality + process managers); • Quality Report to the Board of Directors

  6. Quality Indicators

  7. Quality Indicators

  8. QMS Documentation • Quality Manual (objectives, mission, vision, values, quality system organization, documentation and processes); • Processes Manuals; • IP Law Application Manual; • Complementary documentation (top level guidelines); • Work guidelines (specific guidelines); • Templates / maps

  9. Characterization of INPI QMS QMS Compliance • Internal Audits (minimal 1 per process per year) • External Audits (minimal 1 per year) • IT system (integrates all areas of IPR) • Employees • Quality meetings • Process managers and internal auditors

  10. QMS key aspects • Management by objectives (“targets in cascade”) • Monitoring of activities (processes) • Integration of activities (processes) • Optimized workflow • Process managers = Heads of Unit • Internal auditors profile • Inefficiency elimination

  11. QMS key aspects • Regular client inquiries / complaints • Client oriented • Keep up to market expectations • HR motivation (recognition through transparency of the internal workflow) • Bureaucratic past (positive aspects easily perceived) • Avoid routine • Avoid excess of documentation

  12. QMS Priorities • Shorten decision time span • Product Quality • CRM

  13. INPI - PT • ThePortuguese Office on the frame of ISO 9001 • Certified Quality Management System - regarding the activity of the entire Office • IT infrastructure best practices in public administration 2006 • Egovernment Award finalist 2007

  14. Thank you! OHIM, Alicante, 12 and 13 June 2008 Margarida Matias

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