Page 223 - Universitas Terbuka Center of Excellence In Asia 2010 and The World 2020 (A Journey Towards a Leading Open and Distance Education Institution 1984-2008)

In order to optimize and ensure the effectiveness of the course material

services , improvement in application and organizational structure is to be
followed by prevention and continual improvement in quality management. One of

the improvement efforts is through the implementation of the quality management
system based on the ISO 9001 :2000 certification . Starting from May 2005,

intensive preparation for ISO 9001 :2000 certification in the scope of learning
materials services was conducted by involving an external ISO 9001 :2000

consultant from PT Kualitas Pranata Cipta . The improvement of quality
management system was conducted systematically and comprehensively,

beginning from identifying quality policies and targets, improving working
procedures , developing work instructions, training staff, improving documentation

system , conducting consumer satisfaction surveys (in Regional Offices) and
internal auditing . Continual improvement has not only been conducted in the
Learning Material Service Center, but also in other related units like LPBAUSI ,

PPBAC, PPBANC , Subdivision of Household Affairs and Procurement,

Subdivision Facilities and Infrastructure, and the Human Resource Development
Unit. After intensive preparation for 8 months (including internal audit and an
independent pre-audit by a certification body}, finally in the 8 h and 9 h of
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December 2005, the UT invited an external ISO 9001 :2000 certification body, PT

SAl Global, to conduct a certification audit. Based on the result of the audit, PT
SAl Global could not yet give its recommendation to issue the ISO 9001:2000
certificate, because there were two major findings characterized as non-

conformance. These major findings related to the absence of method, criteria ,

parameter for selecting the business partners and the absence of monitoring
quality target of PUSLABA, and quality target was not yet discussed in
management review meeting . The follow up audit was to be done after

improvement actions had been conducted to close the findings only for non-
conformance, and for areas of concern for improvement but also opportunity for

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