Purpose – This paper sets out to describe the building of the quality management system in one library and especially how different types of quality measurement systems – statistical analyses, benchmarking, surveys – are used in order to improve the quality of the library services. A major emphasis is placed on the involvement of management at both the strategic and everyday levels. Design/methodology/approach – This paper takes the form of a case study approach. Findings – It was found that a multi‐faceted measuring approach helps in the management, planning and public relations of a library. Research limitations/implications – The paper is based on the experiences of one library. Practical implications – The paper gives examples of the implementation of the quality management system's customer feedback and process performance evaluation inside an academic library Originality/value – The paper provides a model for a basket of indicators for a library's core processes and results.
Performance Measurement and Metrics – Emerald Publishing
Published: Mar 23, 2010
Keywords: University libraries; Quality management; Quality improvement; Finland
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