Quality Management in User Coordination

The department “User Coordination” (NP-ACO) at HZB is responsible for coordination of and service for the use of scientific infrastructures, namely the synchrotron light source BESSY II and the CoreLabs which together tally at more than 3000 user visits per year. The development of a quality management system (QMS) for the tasks of NP-ACO started in 2014. Now ISO 9001:2015 is used for the QMS and it concerns all processes of the department. Established 30 years ago (1987), ISO 9001 is the most common standard for quality management. Worldwide more than one million organizations are ISO 9001-certified. Therefore it is an internationally accepted and reliable system. The main benefits of the application of ISO 9001 to the User Coordination are more transparent and efficient processes for the user, and having a working tool for continual improvement.


Fig. 1 Quality Management System

The QMS for the User Coordination has been developed in two steps. The initial system QMS 2016 was based on total quality management (TQM, left side). The current QMS 2017 follows the seven main requirements chapters (right side in blue) and the seven Principles (in red) of the ISO 9001:2015

Fig. 2 The Definition of Quality

Quality management in User Coordination is defined by a lot of requirements. The input for quality requirements is mostly influenced by stakeholders, especially by users and funding partners. The main influencers from the context of User Coordination are the Internals (e.g. regulations, knowledge, values and KPI). User satisfaction is the main requirement and now further on the 53 requirement sub-chapters of the ISO 9001.



Fig. 3 Main Working Tools

The main working tools in User Coordination fulfill the seven principles of ISO 9001.

1 KPI Key Performance Indices

Fig. 4 NP-ACO Process Map

The operation processes of the User Coordination are part of the bigger process landscape of the HZB. NP-ACO is responsible for coordination of and service for the use of scientific infrastructures, namely the synchrotron light source BESSY II and the CoreLabs which together tally at more than 3000 user visits per year. NP-ACO is responsible for 4 management processes, 14 core processes and 23 support processes.



Fig. 5 Main Core Process

The flow chart shows the interactions with users at HZB from proposal submission over beamtime allocation to feedback and reporting.

Fig. 6 KPI Key Performance Indices

PDCA Cycles (Plan-Do Check-Act) are the main tools for continual improvement. PDCA Cycles are within the structure of the ISO 9001 and in all processes of the User Coordination (e.g. by using KPI for Controlling).



Fig. 7a Improvement by PDCA-Cycles

PDCA Cycles (Plan-Do Check-Act) are the main tools for continual improvement. PDCA Cycles are within the structure of the ISO 9001 and in all processes of the User Coordination (e.g. by using KPI for Controlling).

Fig. 7b Improvement by PDCA-Cycles