Quality management in the administration

At Universität Hamburg, we set high standards in research, studies, and teaching. In order to reach these levels, we offer comprehensive services and support. Our Quality Management team regularly evaluates and improves our services.

The Quality Management team operates according to the plan-do-check-act principle. Thus, we analyze problems, set targets, implement measures, and learn from our experiences. This is how we develop standards for the future. The role of the Quality Management team consists of coordinating the entire quality-management process and, accordingly, monitoring the jointly determined standards. The administrative departments and areas independently and continually improve the quality of their services and support. The Quality Management team acts as a central entity that steers these continual improvement processes and offers expert support through constant optimization.

Universität Hamburg’s services and support facilitate science and scholarship in many ways. We want to make things easier for service recipients as well as service and administrative staff, achieve long-term results, and work in a process-oriented manner. To do this, we draw on transparency, process management, and communication. This is how we ensure quality and increase satisfaction among our service recipients and staff.

Tasks of the Quality Management team:

• development, implementation, and maintenance of a quality-management system especially for Universität Hamburg’s administration
• definition and establishment of quality targets and standards, regular monitoring and initiation of improvement measures
• systematic documentation, analysis, and optimization of existing procedures and processes
• development and provision of best practices, templates, and additional aids in the area of project management
• active coordination and support of the administrative departments and areas in the implementation of quality measures
• design and development of optimal organizational conditions, structures, and standards for the entire administration
• initiation and heading of the project on optimizing support structures, including the implementation of a standard ticket system for Universität Hamburg