Quality Management in Libraries : Questions and Answers

The beginning of a process of improvement of the quality within a library can generate questions from, and even the mistrust of, personnel. Each has his idea, but each does not always see the difference between his individual vision of the quality of the work and the larger vision which takes into account all the composite parts of the library system. The accomplishment of the mission and maintaining the satisfaction of users imply a real management of quality, with which come organizational concerns, definition of responsibilities at different levels, control and function procedures, evolution of staff state of mind, indicators...
Read