Central Queensland University’s Information Technology Division (ITD) recently implemented a quality management system and received certification to AS/NZS ISO 9001:2000.

The certification audit found the division in good shape and indicated that the quality system had been well implemented and had become an integral part of the way business was conducted by the division.

ITD is responsible for the University’s corporate information systems, the hardware and software architecture that provides staff and student access to computers, the Internet, telephone systems and voicemail, audio-visual equipment, lecture theatre equipment, videoconferencing and the taping of lectures.

Director of ITD Ian Jenkins was excited with the news of the certification and was pleased the division’s months of hard work had paid off.

“Over the past couple of years the Division had grown from less than 30 staff to about 80. This increase had put added pressure on us to ensure that we had appropriate well-defined processes in place and that all staff knew what the processes were. By following the ISO standards path we had a high degree of confidence in achieving the desired outcome,” Mr Jenkins explained.

“I must say that in the end it was the enthusiasm and dedication of the staff of ITD that enabled us to achieve such an excellent result.

The certification audit reported the help desk was well handled and particularly effective in its operation with up to 60% of calls handled by the staff on the desk at the time. It also found service levels maintained at a high level with low levels of outstanding jobs being held over for long periods of time.

Managing director of the auditing company SCI-QUAL International Bruce Smith said ITD’s management and staff were to be congratulated on their implementation efforts. He said the division had demonstrated a high level of conformance and is better placed that most similar organisations in the their field due to their effective implementation of their quality system.

Meanwhile, CQU’s Student Administration has also received AS/NZS ISO 9001:2000 certification.

Director of Student Administration Leanne White said the ISO certification was an enormous achievement for the division of Student Administration.

“As a service division for the University with extremely complex “cradle to grave” (admission to graduation) processes, the division is extremely proud of the praise given by SCI QUAL after the auditing process, and of the hard work undertaken by Student Administration staff since the decision was made to seek quality assurance certification,” Ms White said.

“For clients of the division, both internal and external, certification is an assurance that each document has been checked and verified, and each process performed in the most efficient manner possible.

The SCI QUAL audit indicated that the quality system had been well implemented, and had become an integral part of business.

Above: Associate Director Client Services Allan Honeysett, Deputy Vice-Chancellor (Resources) Kevin Fagg, Associate Director Corporate Information Systems Dr Andy Van and Director of ITD Ian Jenkins.

Left:The staff at CQU’s ITD celebrates their ISO certification.