Strategy for developing digital services: EHRIS digitization projectAttachment 2: QMS documents for EHRIS digitization platform

(1)

MASTER’S THESIS IN LIBRARY AND INFORMATION SCIENCE SWEDISH SCHOOL OF LIBRARY AND INFORMATION SCIENCE

2012:5

Strategy for developing digital services:

EHRIS digitization project

Attachment 2: QMS documents for EHRIS digitization platform Barbara Ruth Cimpa

© Barbara Ruth Cimpa

Partial or full copying and distribution of the material in this thesis is forbidden.

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identifier title

(COR.I-020.01) Policies please see attachment 1

COR.I-020.02 Community overview community process drawing

COR.I-020.03 (community) selection community process drawing

(COR.I-020.04) Selection criteria please see attachment 1

COR.I-020.05 (community) digitization community process drawing

COR.I-020.06 (community) digitization, make image accessible community process drawing COR.I-020.07 (community) digitization, make text accessible community process drawing COR.I-020.08 (community) research & share (upload) community process drawing

COR.I-020.09 Institute overview institute process drawing

COR.I-020.10 (institute) quality management system (QMS) institute process drawing COR.I-020.11 (institute) annual review meeting institute process drawing COR.I-020.12 (institute) training process institute process drawing

COR.I-020.13 Support overview support team process drawing

COR.I-020.14 (support) presentation support support team process drawing

COR.I-020.15 (support) preservation support team process drawing

COR.I-020.16 (support) user support support team process drawing

(COR.I-020.17) Archive explanation please see attachment 1

(COR.I-020.18) Meta data explanation please see attachment 1

(COR.I-020.19) Document management explanation please see attachment 1 (COR.I-020.20) Text preparation and mark-up recommendations please see attachment 1 COR.I-020.21 Digital image treatment recommendation

COR.I-020.22 (support) conferences support team process drawing

COR.I-020.23 Quality measure - PDCA support team process drawing

COR.I-020.24 Annual report institute process drawing

COR.I-020.25 Internal audit support team process drawing

TMP.I-020.01 Survey

TMP.I-020.02 Training list - template TMP.I-020.03 Training newcomer

TMP.I-020.04 Yearly refresh & team feedback TMP.I-020.05 Meeting evaluation

TMP.I-020.06 Annual review meeting attendee's input TMP.I-020.07 User/technical support - daily mnemonic TMP.I-020.08 User support – Expert support list TMP.I-020.09 Technical support – yearly archive check TMP.I-020.10 Technical support – yearly arc. check summary TMP.I-020.11 Tester – yearly daily-backup check

TMP.I-020.12 Conference sign-in form TMP.I-020.13 Annual report template TMP.I-020.14 Annual notes template

TMP.I-020.15 Bi-monthly quality report (internal audit)

(3)

Community's (users') processes and procedures

(4)

participate conference in research

&share digitization

digitization

research

&share

conferences

EHRIS policies - community overview

selection

selection criteria checklist (pdf)

COR.I-020.04

support

community ^institute COR.I-020.02

policies - QMS v1.0, 2012-03-16

legend

collection/

object selection

community

quality

strategy (KPIs) policies

03 05 08 22

(5)

digitization

research

&share

conferences

EHRIS policies (community) - selection

selection

scope check

Check presence (avoid duplicates

within EHRIS)

rights check

Conservation availability

check - not by EHRIS

selection criteria checklist (pdf)

COR.I-020.04

COR.I-020.03 policies - QMS v1.0, 2012-03-16

legend

support

community ^institute

strategy policies

(6)

digitization

research

&share

conferences

EHRIS policies (community) - digitization

selection

text prep. &

mark-up rec.

(pdf)

COR.I-020.20

meta data explanation (pdf)

COR.I-020.18

legend

make text accessible make

image accessible

meta data dig. image

recomnd. (pdf)

COR.I-020.21 - draft -

support

quality

03 06 07

(7)

preservation (archive)

presentation (website)

digitization

research

&share

conferences

EHRIS policies (community) - digitization: make image accessible

selection scan

master derived images

photo

large page thumb tiff

(tiff)

digital image enhancement

save small resolution

jpg tiff

send to EHRIS

upload to website

or

dig. image recomnd. (pdf)

COR.I-020.21

legend

600 dpi

color 300 dpi *

24 bit

* camera with n [pixels]

= x * y [dots].

max object size for 300 dpi

** scan/photo objects at once (1 set), place color ref. card next to an object (at least) 1 image of the set shows the card

community EHRIS

**

- draft -

add object to collection

object 300x

300y inch

300x y

*300

= [inch]

support

strategy policies

1514

(8)

admin collection:

create TEI file:

[ - new - ]

presentation (website)

digitization

research

&share

conferences

EHRIS policies (community) - digitization: make text accessible

selection transcription

u

^nicode

adjust style sheet

translation

English

upload

download

upload upload text

text mark-up form atted view

download

legend

text prep. &

mark-up rec.

(pdf)

COR.I-020.20

TEI tagging

community EHRIS

textEN

&

html= XSL TEI

XSL default

XSL

TEI TEI^simp

le

support

quality

role owner, transcribe

role owner, translator

15

(9)

digitization

research

&share

conferences

EHRIS policies (community) - research & share (upload)

selection log in

legend

register

add/edit

collection digitize

object

website

add/do research (TEI, XSL,..) support

strategy policies

add/edit object

research

download

upload

16 05 07

(10)

Support team's processes and procedures

(11)

conference user support

preservation [archive]

presentation support conservation

support (plan)

preservation

user support

EHRIS policies - support overview

presentation

support policies

digitization selection

[contribution]

presentation

research [community]

institution &

support participant

feedback, survey

support

community

^institute

strategy policies

1622 1415

(12)

quality measure conservation

support (plan)

preservation

user support

EHRIS policies (support) - presentation support

presentatio n support

Please note:

- no digital image improvement - no translation/text improvement

- no check for collection comprehensiveness .. done by EHRIS

- within 24 h -

changed or new object

technical access

ok ?

remove object from web presentation

text

comply with policies ?

technical access

ok ?

translate (optional)

notify

jpg

selection criteria

checklist (pdf)

COR.I-020.04

legend

YES YES

NO NO NO

NO

community EHRIS

support

community

^institute

quality

23

comply with policies ?

“comply with policies”

= adhere to the selection criteria checklist

presentation

(website)

(13)

conservation support

(plan)

preservation

user support

EHRIS policies (support) - preservation

presentation

support collection

exists

?

notify

archive check (d.)

TMP.I-020.09

legend

NO YES

presentation digital archive

daily back-up yearly by 30/06

check archive

check collections

daily back-up

back-up check (d.)

TMP.I-020.11

web site

(database & application:

software, jpg, xml)

community EHRIS daily mnemonic

(pdf)

TMP.I-020.07

yearly archive check

2^ndcopy to other long-term storg.

archive check summary(doc) TMP.I-020.10 master tiff

support

community

^institute

strategy policies

tester

daily

daily back-up

copy to short-term

storage media keep 30 days

10^st/month into archive NO

spot YES check ok ?

(14)

quality measure

annual review meeting conservation

support (plan)

preservation

user support

EHRIS policies (support) - user support

presentation support

investigate need

expertise

?

set special rights (optional)

notify community (optional)

action forward to

expert

solution comply

with

policies ?

register

expert

feedback

yearly daily

survey (doc)

TMP.I-020.01

send survey

answer

participant

expert support list (doc)

TMP.I-020.08

legend

YES YES

NO NO

by 30/10

year

idea, software, question,

complaint question,

idea

days

answer participant within 2 working days

community EHRIS daily mnemonic

(pdf)

TMP.I-020.07 support

community

^institute

quality

23 24

register/set rights request

research

(15)

reimburse external and community

speakers

conservation

support (plan)

preservation

user support

EHRIS policies (support) - conferences

presentation support

- 6 months ahead -

invite community

invite for speech

prepare program

set date find location invite trainers

& speakers

PR measures

organize equipment

answer

invitation

answer

organize - guest arrang.

- menu - materials

confirm

- guest arrang.

- menu

Thank for participation

- 4 months ahead -

- 3 months ahead - - 3 weeks ahead -

sign-in form (pdf)

TMP.I-020.12 (m8, m3)

(m10, m5)

- 6 weeks, evaluation (pdf) ^meeting

TMP.I-020.05

conference

community EHRIS

m2

m9

year

month

conferences

support

community

^institute

strategy policies

(16)

annual review meeting conservation

support (plan)

preservation

user support

EHRIS policies (support) - quality measure - Plan Do Check Act (PDCA)

presentation support

improving action

something

happens

legend

YES

policies

check:

covered by policies?

NO

corrective action

lan

ct heck heck heck

quality management system (QMS)

quality measure

quality mmt.

system(QMS)

check:

comply with

policies?

NO

support

community

^institute

quality

24 10

daily mnemonic

TMP.I-020.07

Note issue and

action

5.

5.6

8.5.2 7.

8.5.3

8.3

8.5.1 8.5.3

8.5.1

x.y = corresponding section of ISO:9001

Internal audit

25

8.2.2

(17)

conservation support

(plan)

preservation

user support

EHRIS policies (support) - internal audit

presentation support

support

community

^institute

strategy policies

add financial information

- number of members - number of collections - number of objects - number of languages

query database collect

feedback data

prepare report and send to

the board

legend

feedback - user satisfaction process data - quality db - KPI

implement action plan for non-conformities

Every 2

^nd

month.

Send report to the board on Thursday of last week of 2

^nd

month collect

process data

community feedback

daily mnemonic

TMP.I-020-07

expert support list

TMP.I-020-0801

meeting evaluation

TMP.I-020-05

sign-in form

TMP.I-020-12

support team daily

daily mnemonic

TMP.I-020-07

expert support list

TMP.I-020-08

add awareness information

Bi-monthly quality report (doc)

TMP.I-020.15

11

Quality goals achieved

?

NO

identify causes, find non-conformities

YES

quality mmt. system(QMS)

10

(18)

The institute's processes and procedures

(19)

annual review meeting

training procedure

EHRIS policies - institute overview

institution

support

community

^institute COR.I-020.09

policies - QMS v1.0, 2012-03-16

digitization, publication, exchange, research institutional strategy,

vision

publication & user support, preservation, archive, conservation support (plan)

community

EHRIS digital service

EHRIS institution

<< quality >>

awareness, partnerships,

conferences budgeting,

sponsoring

community awareness raise cooperative research

strategy policies

(20)

training procedure

EHRIS policies (institute) - quality management system (QMS)

institution

(review) policies, KPI

selection, contribution,

research

supervise, survey, conferences

maintain equip., archive

institute financial community user support awareness tech.support training

qualify, (re-) train

feasibility? analyze financial data

analyze

feedback, Q&A analyze use of resources, research, KPI

analyze

process data analyze maint.

& archive data analyze competency user

satisfaction ?

quality?

initiate corrective, preventive, improvement actions feedback

measurement, analysis, improvement digital service policies & resources

awareness, partnerships

analyze market data legal

regulations

document list

INV.I-020.11 quality

management system (QMS)

quality measure

P

C

A

D

^PC

AD

conference team

support

community

^institute

team team

quality

23

5. 6.1 5.6

7.2

6.2

7.5 7.2

8.3, 8.5 5.1

8.2.1

8.2.1 8.2.1

8.2.3 8.4 8.4 8.4

8.5

8.4

4.2

x.y = corresponding section of ISO:9001

internal audit

8.2.2

25

(21)

annual review meeting

training procedure

EHRIS policies (institute) - annual review meeting

institution

review policies

& strategy

new/adjust

method? training/

hiring?

purchase equipment

?

feasible?

(budget)

discuss report

& input

1/ law 2/ research 3/ 2 ideas

publish policies,

& strategy implement discuss how to

encourage community

Preventive/corrective/improving action

legend

YES

YES YES

input (doc)

TMP.I-020.06

annual notes (doc)

TMP.I-020.14

publish meeting notes adjust policies

& strategy,

marketing plan

- 1 week after meeting -

attendee’s input

November

year

month

annual review meeting

support community

^institute

strategy policies

annual report annual

report

24

(22)

training procedure

EHRIS policies (institute) - training procedure

institution

find date (&instructor),

invite

Newcomer training for digital service team:

- when: 1

^st

week - time: 2 hours

Yearly refresh training for digital service team

- the team’s feedback shall be gathered

- when: yearly - time: 3 hours training template

(doc)

TMP.I-020.02

prepare material

meeting evaluation (doc)

TMP.I-020.05

trainer’s evaluation

training newcomer (pdf)

TMP.I-020.03

yearly refresh &

team feedback (doc)

TMP.I-020.04

check with

policies

legend

please participants to

do evaluation gather

feedback from participants

train support

community

^institute

quality

hands-on practice (optional)

(Conservation training is planned)

(23)

add financial information

- number of members - number of collections - number of objects - number of languages quality

management system (QMS)

annual review meeting

training procedure

EHRIS policies (institute) - annual report

institution

query database

collect feedback data

prepare report and send to

attendees

legend

feedback - user satisfaction process data - quality db - KPI

financial information

internal audit information

1 week before meeting collect

process data

community feedback (1)

survey

TMP.I-020-01 conferences (2)

meeting evaluation

TMP.I-020-05

sign-in form

TMP.I-020-12

support team feedback (1)

yearly refresh training

& team feedback

TMP.I-020-04

meeting evaluation

TMP.I-020-05

support team daily

daily mnemonic

TMP.I-020-07

expert support list

TMP.I-020-08 archive check (1)

check summary

TMP.I-020-10

add awareness information

awareness information

annual report (doc)

TMP.I-020.13

annual meeting support

community

^institute

strategy policies

11

add intern.

audit information

add previous year’s notes

meeting notes of previous year

25

(24)

digitization

research

&share

conferences

EHRIS policies - legend

selection

support

quality

legend

process step

predefined process [link]

decisio n

process end

input document or template [link]

output short-term storage medium

file

long-term storage medium

(25)

Further documentation

(26)

Digital image treatment recommendations - draft

COR.I-020.21 v.0.9 2012-03-16

A Create “master files” (“tiff”). They will not be changed further. They are archived.

B Create derived files (“jpg”), re-sized images of the master-files. They are displayed on the website.

A “Master files”

1/ photo or scan, double (or single) pages

2/ use a color-card [link], put the color-card next to the 1

^st

image that you take.

3/ Scan options:

a/ 600 dpi b/ color c/ file.tiff photo options:

a/ 24 bit

b/ e. g. 300 dpi:

one has a digital camera with n [pixels] = x * y [dots]

with the setting of 300 dpi,

the object to capture should be of maximum size:

maximum size = x/300 * y/300 [inch]

example:

camera with 12 MP = 4000 x 3000 dots maximum object size = 33,9 cm * 25,4 cm 4000/300 = 13,3 inch = 33,9 cm

3000/300 = 10 inch = 25,4 cm 4/ Name the master files: recommendation “01.tiff”, “02.tiff” .. etc.

•

In case the images represent a manuscript (= a book ..), recommendation:

◦

images of back, front: “back.tiff”, “front.tiff”

◦

find the first numbered page e.g. page 5: “p05.tiff”

◦

go back “p04.tiff”, “p03.tiff”, “p02.tiff”, “p01.tiff”

◦

unnumbered pages before page 1: “o01.tiff”, “o02.tiff”, “o03.tiff”

(why: alphabetically, “o” comes before “p”)

•

In case you have double-pages: “p04_p05.tiff”

The master files are not changed further. Please send the master-files (e. g. on a DVD) to us.

B Derived files for display in the website 1/ “crop” the images = cut the frame

2/ in case your master-file is a double-page, and you want a single page: cut each page.

3/ in case you need to rotate, use angle 0.2 or 0.5. Better avoid rotation.

3a/ crop again, rotate again, until the image is in the correct angle.

4/ re-size the image, and store as “.jpg”:

4a/ resize from master file to: 632 x 410 px = “large.jpg”

4b/ resize from master file to: 520 x 3?? px = “page.jpg”

4c/ resize from “page.jpg” to: 60 x 40 px = “thumb.jpg”

Please upload these 3 jpg-images, for each object, into the website.

(27)

Survey TMP.I-020.01 v.1.0 2012-03-16 This survey is anonymous and is not traced back to you.

Please let us know your experience. We strive to improve our service for the community. Please share your ideas about needs for research and improvement. Thank you!

In case you would like to talk to us in person, we are looking forward to receiving a mail from you.

yes no your ideas

Web site, collections, lab, support

Web site is easy to use

Please tell, where improvement is needed

Collections are interesting for you

you can make use of them for research Please tell, what would be nice to have

Lab is interesting for you

you can make use of it for research Please tell, what would be nice to have

Support you have asked for support

support was helpful support was given in acceptable time Community: You attended a conference/training/event:

You gathered knowledge for research You met people to connect with The event's organization was as expected Please tell what you enjoyed Please tell, what would be nice to have Your collection: You have uploaded a collection:

Preparation of images was easy insert object's meta-data was easy insert object's text (transcription/translation) was easy mark-up support was helpful You used the XML-TEI creation You uploaded your own XML-TEI file The XML-TEI creation/upload is easy to use You are satisfied with the TEI Header You agree to the CreativeCommons license system

Please tell, which TEI definition do you use: schema/dtd? version:_ (P5?) definition:___ (Lite?) Please tell, what would be nice to have

Do you have further ideas or suggestions?

(28)

Training list - template TMP.I-020.02 v1.0 2012-03-16

Please fill out: Instructor: Date, time:

Record number (later): INV.I-020- . . . Participants

Topic

√

Hands-on practice

√

^comment

(29)

Training list - newcomer TMP.I-020.03 v.1.0 2012-03-16

Please fill out: Instructor: Participant: Date, time:

Record number (later): INV.I-020- . . .

Topic

√

Hands-on practice

√

^comment

Policies: collections development - -

Policies: community development - -

Policies: about research - -

Responsibilities to user and data - -

Register: register new user Register user Register: set special rights Set rights Register/quality: user notification Send mail

Archive activities: check data Check data of test collection Archive activities: transfer data Transfer data of test collection Archive activities: medium into storage Medium into storage

Archive activities/quality: user notification Send mail

New object(s): check image Check images of test collection

New object(s): check text Check (&translate) text of test collection New object(s): check XML Check XML of test collection

New objects(s)/quality: user notification Set collection invisible, send mail

Backup: back up database Back up database

Backup: back up application Back up application Backup: back up collections Back up collection Backup: Medium into storage Medium into storage

User support: Q&A Send mail answer: about research (forward) Send mail answer: about software (forward) User support/quality Add information into Q&A list

(30)

Yearly refresh & team feedback TMP.I-020.04 v.1.0 2012-03-16

Please fill out: facilitator: Date, time:

Participants

Topic

√

Collected feedback

Policies: collections development Policies: community development Policies: about research

Responsibilities to user and data

About registration, special rights About archive activities

About new object(s)' activities About new object(s)'s XML About backup

Collected quality issues Introduce, discuss

Collected community issues Introduce, discuss

About research developments, questions Introduce, discuss

About work, issues, conditions, time Discuss, collect

(31)

Meeting evaluation TMP.I-020.05 v1.0 2012-03-16

Please let us know your experience. Thank you! The evaluation is anonymous.

Attendees' feedback

min max

1 2 3 4 5

Procedure is professional (e. g. starts on time) Structure of session is good

Agenda/program meets expectations Reference material meets expectations Content meets expectations

Content is up-to-date

Presentation is easy to understand, clear and organized Speaker/trainer has knowledge of the topic

Speaking style is interesting, easy to understand

Center is easy to reach (e. g. close or too far) Registration/administration process easy (Computer) equipment is up-to-date

too low low ok high too high

--- --- ***** ^--- ^---

Level of speech/training

too slow slow ok fast too fast Speed of speech/training

too little less ok difficult too difficult Speaker/trainer answered to questions

yes some things new nothing new

***** *** ^---

The knowledge is new for me

yes some what not at all The knowledge will help me with my daily work

Please tell, where improvement is needed:

Please tell what you enjoyed:

(32)

Meeting evaluation TMP.I-020.05 v1.0 2012-03-16

Please let us know your experience. Thank you! The evaluation is anonymous.

Trainer/speaker's feedback

min max

1 2 3 4 5

Preparation meets expectations Equipment meets expectations

Room and arrangement of chairs adequate People are motivated

ok some a lot

***** ^--- ^---

Training without interruption/perturbation/disorder

ok too many far too many Number of attendees

similar different very different Attendees have similar levels of knowledge

Attendees have similar levels of speed of comprehension

Attendees do

not follow Attendees

hardly follow ok demands on

attendees low demands on attendees much too low

--- --- ***** ^--- ^---

Attendees' previous knowledge/

preparation fits the training

Please tell, where improvement is needed:

Please tell what you enjoyed:

(33)

Annual review meeting attendee's input TMP.I-020.06 v1.0 2012-03-16

1/ Please share about:

a/ Research developments b/ Technical advances

c/ good experiences and difficult issues that happened during the last 6 months d/ (new) regulations of law

For awareness support and everyone:

e/ existing partnerships f/ potential partnerships g/ other organizations 2/ Please share your ideas:

a/ How might one support the community?

b/ How might one raise awareness (people, communities, partners)?

c/ Which training might be needed for the community?

d/ Which training might you would like to receive?

3/ Please give >= 2 ideas, how to enhance the services and organization:

●

a/

●

b/

Thank you

(34)

User/technical support – daily mnemonic TMP.I-020.07 v1.0 2012-03-16 Please fill out: □ user □ technical month: start date:

User support Technical support

**: please describe below Please fill out: “?”: answer = yes/no, else: answer = number of

day mail Other/

comment

system collections system issue happen- ned? **

Other/

comment came

in ans-

wered for-

ward complai

nt ** run ? ^archived backup ?

Mon Tue Wed Thu Fri totals Mon Tue Wed Thu Fri totals Mon Tue Wed Thu Fri totals Mon Tue Wed Thu Fri totals Mon Tue Wed Thu Fri totals totals

(35)

User/technical support – daily mnemonic TMP.I-020.07 v1.0 2012-03-16 Please fill out: □ user □ technical month: start date:

c = corrective, i = improvement

Complaint / issue happened date action taken c i

totals:

(36)

Expert support list TMP.I-020.08 v1.0 2012-03-16

Please fill out: From .. to .. (dates):

Category: please set “x”

no Issue description, and expert's answer when received from (requester email)

on (date) to expert (email) from expert (date) to requester (date)

resear ch

softwar e

metho d Issue:

Answer:

Issue:

Answer:

Issue:

Answer:

Issue:

Answer:

Issue:

Answer:

Issue:

Answer:

(37)

Technical support – yearly archive check TMP.I-020.09 v1.0 2012-03-16

Please fill out: check date:

Record number (later): INV.I-020- . . . Collections (tiff)

Collection number: checked by: Collection is error-free:

Notified user on:

Error object number 1

2 3 4 5 6 7 8 9 10

(38)

Technical support – yearly archive check summary TMP.I-020.10 v1.0 2012-03-16

Please fill out: check date

Record number (later): INV.I-020- . . . Archive (collections (tiff))

No of checked No of have error No of objects have error

Daily backup check

Backup of Database ok Application complete Collections complete issues yesterday

1 day before yesterday 2 days before yesterday

latest 10^th month in archive

Database ok:

– check recent updates' date

– compare with database of days ago Application complete:

– check each web page's accessibility & functionalities – add a) a user b) a collection c) 2 objects to the collection Collections complete:

– Spot check: each collection: 1, 10, 20, ... object

– Check each collection's total XML-file: accessible? accessible/readable/searchable with research methods?

(39)

Technical support – yearly daily back-up check TMP.I-020.11 v1.0 2012-03-16 Please fill out: check date(s): by:

Daily back-up of: yes no issue

Today (date):

Exists?

Application ok?

Database ok?

Image access ok?

lab functionality ok?

XML files readable?

Latest archived date (10^th): 10-...-...

Exists?

Application ok?

Database ok?

Image access ok?

XML files readable?

Today minus 1 day (date):

Exists?

Application ok?

Database ok?

Image access ok?

XML files readable?

Today minus 2 days (date):

Exists?

Application ok?

Database ok?

Image access ok?

XML files readable?

(40)

Conference sign-in form TMP.I-020.12 v1.0 2012-03-16 Please fill out: conference date:

Record number (later): INV.I-020- . . . no Name email Organization/company Position/title Special interest in conference

(41)

Annual report TMP.I-020.13 v1.0 2012-03-16

For year: by:

Reports

1 KPIs (database information and other sources)...2

2 Awareness information... 2

2.1 Current partnerships... 2

2.2 Potential partnerships... 2

3 Summary of issues that arose, feedback for improvement...3

4 Summary of listings that users enjoyed... 4

5 User satisfaction... 4

5.1 Summary... 4

5.2 Survey information... 5

5.2 Conferences... 6

5.2.1 Conference 1, Topic: _________________ date: _______________...6

5.2.1.1 Before conference (information of sign-in form)...6

5.2.1.2 After conference (information of meeting evaluation)...6

5.2.2 Conference 2 … alike... 8

5.3 Support team feedback... 9

5.3.1 Yearly refresh training & team feedback...9

5.3.2 Training evaluation... 9

6 Process data... 10

6.1 Support team daily... 10

6.1.1 User support (information of daily mnemonic, expert list)...10

6.1.2 Technical support (information of daily mnemonic)...11

6.2 Archive check summary... 11

6.3 Internal audit summary... 12

6.3.1 Summary conformance to quality... 12

6.3.2 Summary current action plan... 12

6.3.3 Non-conformities (to be taken action in the action plan)...12

7 Financial information... 13

8 Changes of law... 13

(42)

For year: by:

1 KPIs (database information and other sources)

database, date: totals new planned new %diff Members

Collections, objects Collections accepted Objects accepted Languages - not database: - partnerships projects

other strategic objectives reached? why not

totals of month new members new accepted collections new partnerships projects started 12

1 2 3 4 5 6 7 8 9 10 11 totals

2 Awareness information

2.1 Current partnerships

...

2.2 Potential partnerships

..

(43)

For year: by:

3 Summary of issues that arose, feedback for improvement

no Description (and action taken, if done) source

1 complaint

2 complaint

5 expert support

6 expert support

8 issue (tech)

9 issue (tech)

10

.. survey about website

survey about website survey about lab survey about lab survey about conference survey about conference

survey about XML/TEI survey about XML/TEI survey, further

survey, further

conference, interest conference, interest conference,

improvement attendee conference,

improvement trainer

Policies: team yearly

Services: team yearly

quality measures: team yearly

Community issues: team yearly

Research developments: team yearly

(44)

For year: by:

4 Summary of listings that users enjoyed

no Description source

1 survey about

conference

2 survey about

conference 3

5 conference, enjoyed

attendee

6 conference, enjoyed

trainer 8

9 10 ..

5 User satisfaction

5.1 Summary

mails came in mails forwarded to expert (total points) / (total achievable)

complaints answer was given evaluation attendees

%complaints %not given meeting eval. trainers

(45)

For year: by:

5.2 Survey information

count(sent out) count(feedback) %

sum(yes)/count(feedback) sum(no)/count(feedback)

Yes No

Summary all:

Web site, collections, lab, support Web site is easy to use

Collections are interesting for you

Collections - you can make use of for research Lab is interesting for you

Lab - you can make use of for research Support you have asked for support support was helpful

support was given in acceptable time Community/conference

You attended a conference/training/event You gathered knowledge for research You met people to connect with

The event's organization was as expected Your collection

You have uploaded a collection Preparation of images was easy insert object's meta-data was easy

insert object's text (transcription/translation) was easy mark-up support was helpful

You used the XML-TEI creation You uploaded your own XML-TEI file

The XML-TEI creation/upload is easy to use You are satisfied with the TEI Header

You agree to the CreativeCommons license system

count(TEI use) count(P4) count(P5) count(TEI Lite) count(TEI all) count(TEI Tite) count(others)

(46)

For year: by:

5.2 Conferences

5.2.1 Conference 1,

Topic: _________________ date: _______________

5.2.1.1 Before conference (information of sign-in form)

education research business other totals

Number of participants day 1 Number of participants day 2

totals

5.2.1.2 After conference (information of meeting evaluation) Evaluation attendees

count(feedback):

points = add [*] minus [-] sum(points) / (total achievable)

Summary all:

Procedure is professional (eg. start on time) Structure of session is good

Speaking style is interesting, easy to understand Level of speech/training

Speed of speech/training

Speaker/trainer answered to questions

The knowledge is new for me

The knowledge will help me with my daily work

(47)

For year: by:

Evaluation trainer/speaker count(feedback):

points = add [*] minus [-] sum(points) / (total achievable)

Summary all:

Preparation meets expectations Equipment meets expectations

Room and arrangement of chairs adequate People are motivated

Training without interruption/perturbation/disorder Number of attendees

Attendees have similar levels of knowledge

Attendees have similar levels of speed of comprehension Attendees' previous knowledge/ preparation fits the training

(48)

For year: by:

5.2.2 Conference 2 … alike

(49)

For year: by:

5.3 Support team feedback

5.3.1 Yearly refresh training & team feedback

work, issues, conditions about time

5.3.2 Training evaluation

sum(values) / count(feedback) Procedure is professional (e. g. start on time)

Structure of session is good

Speaking style is interesting, easy to understand Level of speech/training

Speed of speech/training

Speaker/trainer answered to questions

by = number of people, sort desc.

by have enjoyed .. ..

by improvement needed, further ideas .. ..

(50)

For year: by:

6 Process data

6.1 Support team daily

6.1.1 User support (information of daily mnemonic, expert list) totals of

month mails

came in answered forwarded forwarded

(research) forwarded

(software) forwarded

(method) Coll./objects

new checked

12 1 2 3 4 5 6 7 8 9 10 11 totals Comments:

Expert support - issue short Research/software/method? Answer time in days

(51)

For year: by:

6.1.2 Technical support (information of daily mnemonic) totals of

month sum(system

run)/sum(days) sum(system back

up)/sum(days) sum(archived) system runs? back up done? Collections archived 12

1 2 3 4 5 6 7 8 9 10 11 totals Comments:

6.2 Archive check summary

Archive collections check

No of checked % have error No of objects have error

Daily backup check

Backup of Database ok Application complete Collections complete yesterday

1 day before yesterday 2 days before

yesterday 30 days ..

(52)

For year: by:

6.3 Internal audit summary

6.3.1 Summary conformance to quality



if deviation <= 5%.

no months: [11 - 12] 1 - 2 3 - 4 5 - 6 7 - 8 9 - 10 11 - 12

1 KPIs, objectives 2 User satisfaction

3 [Internal audit: this report]

4 [External audit]

5 Processes: digital services 6 Processes: internal processes

(archive, awareness, board) 7 Changes, by law

8 Changes, initiated by users 9 Changes, initiated by institute 10 Budget use

Items 6, 7, 8, 9 are considered during the annual review meeting in November. They are listed in that summary in December.

Calculations: if any factor of the calculation deviates, the goal is not achieved.

6.3.2 Summary current action plan

nc no. action due status

User support team Technical support team Awareness team Training team Conference team Board

6.3.3 Non-conformities (to be taken action in the action plan)

no. goal

no. non-conformity uncovered on

date started action date

(53)

For year: by:

7 Financial information

Budget (previous year) +

Spent -

Received +

Current budget

Budget spent on actual plan abs(Actual – plan) / plan

Human resources Equipment Conferences

Conferences external speakers Else

Sum

Budget received from amount

Budget plan next year:

Budget to spent on planned ahead plan now Reasons, if differs

Further plans/ideas Costs estimated

8 Changes of law

Change of law since (date) relates to area action taken

(54)

Annual notes TMP.I-020.14 v.1.0 2012-03-16

By: meeting date:

Participants

KPIs for the following period

total planned new planned new confirmed Members

Collections Objects Languages partnerships projects

Further targets:

no target planned target confirmed/additional target costs

Corrective/enhancing actions

no Team (T) – action: costs Until when

no Equipment (E) – action: costs Until when

no Methods/policies (P) – action: costs Until when

Budget have Budget planned

(55)

Annual notes TMP.I-020.14 v.1.0 2012-03-16

By: meeting date:

Action items

no action people in charge until when T E P no

(56)

Bi-monthly quality report (internal audit) TMP.I-020.15 v1.0 2012-03-16 For months: 1 - 2 | 3 - 4 | 5 - 6 | 7 - 8 | 9 - 10 | 11- 12 | year: by:

Summary conformance to quality



^{if devi}

ation <= 5%.

no months: 1 - 2 3 - 4 5 - 6 7 - 8 9 - 10 11 - 12

1 KPIs, objectives 

2 User satisfaction

3 [Internal audit: this report]

4 [External audit]

5 Processes: digital services 6 Processes: internal processes

(archive, awareness, board) 7 Changes, by law

8 Changes, initiated by users 9 Changes, initiated by institute 10 Budget use

Items 6, 7, 8, 9 are considered during the annual review meeting in November.

Calculations: if any factor of the calculation deviates, the goal is not achieved.

Summary current action plan

nc no. action due status

User support team Technical support team Awareness team Training team Conference team Board

Non-conformities (to be taken action in the action plan)

no. goal no.

non-conformity uncovered on

date

started action date

(57)

1 KPI

- database - totals new planned new %diff %diff > 5?

yes no

Members

Collections, objects accepted / all:

Collections accepted Objects accepted Languages

Partnerships - not database: -

Projects

other strategic objectives reached? Why not:

 ..

2 User satisfaction (daily mnemonic, meeting evaluation, expert list: expert satisfaction)

mails came in mails forwarded to expert 100 - (total points) / (total achievable)

complaints answer was given evaluation attendees

%complaints %not given meeting eval. trainers

5 Process data (daily mnemonic)

User support 100 - %(answered + forwarded incoming mails) = % not processed database: 100 - %(new/changed collections+objects) = % not checked

Technical support 100 - sum(system run) / 40 = % system not run

(40 days = 2 months) 100 - sum(system backup) / 40 = % back up not done

7 Changes by law Changes to consider: -- 10 Financial information

Budget spent, in last 2 months on actual plan abs(actual – plan) / plan

Sum

(58)

Additional information:

User complaint action taken

..

Expert support - issue description

..

Technical issue action taken

..

Partnership new:

Partnership potential:

Financial information:

Budget 2 months ago +

Budget spent, in 2 last months = sum(actual) -

Budget received, in 2 last months +

Current budget