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Quality Management System

OHIM, Alicante, 12 and 13 June 2008

Margarida Matias

3rd Liaison Meeting on Trade 3rd Liaison Meeting on Trade MarksMarks

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Standardized – Norm ISO 9001 : 2000;

Global – Comprises all the activity of INPI;

Oriented – Continuous improvement;

Focused – Client (Stakeholders);

Modern – Research of Total Quality (Excellence).

Characterization of INPI QMS

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Reduce bureaucracy;

Reduce costs for the client;

Transparency;

Better access to information;

Coherence;

Consistency.

Characterization of INPI QMS

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Type Designation of the Processes

BusinessBusiness Customer Support

Trademarks and Designs

Patents and Utility Models

Information and Marketing

Promotion of Innovation

ManagementManagement Management of Institutional Relations related to IP

Internal Audits

Planning and follow-up of the activity

SupportSupport Purchase

Human Resources Management

Management of the IT infrastructure

Characterization of INPI QMS

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• 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

Characterization of INPI QMS

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N2 -Trademarks and Designs

Indicator Calculation method Periodicity

of the Analyses

Annual objective

Target

1/N2Applications published on time (TM)

N.º of applications published on time/ N.º of applications

Trimester 90% 5 days

3/N2Oppositions documentation dealt on time

N.º of oppositions dealt on time/ n.º of oppositions

Trimester 95% 5 days

4/N2IPR management documentation dealt on time

N.º of IPR management documentation dealt on time/ n.º of IPR management documentation

Trimester 95% 5 days

6/N2 Quality of decisionsN.º of Court decisions changing Office decisions/ n.º of Appeals

Trimester 20%40 in 200

Court decisions

7/N2 N.º of Appeals N.º of Appeals / N.º of Office decisions Trimester 1% 300 Appeals

8/N2Trademarks: Time do decision

Regular Applications Trimester 90%4 months in 31

Dez 07

Non-regular Applications Trimester 90%8 months in 31

Dez 07

9/N2Designs: Time do decision

Regular Applications Trimester 90%9 months in 31

Dez 07

Non-regular Applications Trimester 90%14 months in

31 Dez 07

Quality Indicators

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N2 -Trademarks and Designs

Indicator Calculation method Periodicity of the Analyses

Annual objective

Target

1/DMDMNational applications (TM)

Nº of decisions / target Trimester 95% 23.000

2/DMDMInternational applications (TM)

Nº of decisions / target Trimester 95% 3.000

3/DMDMNational applications (Designs)

Nº of decisions / target Trimester 95% 200

1/DAJ Backlog (TM) Nº of decisions / target Trimester 100% 3.974

2/DAJ Backlog (TM)N.º of applications in backlog

Trimester 100% 0

Quality Indicators

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• 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

QMS Documentation

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• 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

Characterization of INPI QMS QMS Compliance

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• 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

QMS key aspects

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• 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

QMS key aspects

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• Shorten decision time span

• Product Quality

• CRM

QMS Priorities

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• TheThe PortuguesePortuguese Office on the frame of ISO 9001 Office on the frame of ISO 9001• Certified Quality Management System - regarding the Certified Quality Management System - regarding the

activity of the entire Office activity of the entire Office

• Egovernment Award finalist

INPI - PTINPI - PT

2007

2006

• IT infrastructure best practices in public administration

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Thank you!

OHIM, Alicante, 12 and 13 June 2008

Margarida Matias