A quality approach: undertaken in the Lyons-I University Library

This article presents the application of a quality approach used in the collective documentation service at the Claude-Bernard University-Lyons-I, in the context of its 2003-2006 four year contract: the choice of consultant, the composition of a pilot committee, stages of service provision, changes instigated (in particular in the added value of the offer, reception systems and the harmonization of practices), the writing of a "Guide to good practices" and to commitment vis-à-vis the public; and the production of a System of reference for reception standards within the framework of an Intranet 's launching.