Quality process and Knowledge Management - Issues for the University Information Systems Management

Abstract

Our Information Systems Department is involved in an ISO 9002 quality process. We first constructed quality documentation around a quality assurance manual and changed the staff s working methods. We then realized an internal audit and a management review: review of quality indicators and quality dashboard, confidence to the customers. Are discussed the benefits of this quality policy in a university environment, the unsatisfactory points and the how the quality loop led to more knowledge inventory of all the working processes involved in the major issue of MIS availability.