Managing library processes: collecting data and providing tailored services to end‐users

Abstract

Purpose

To present the process of creating the quality management system of the Kuopio University Library (Finland) and its auditing.

Design/methodology/approach

Case study of the Library's quality management system's building process, with some survey‐based material.

Findings

The European Union has decided that some kind of quality management system should be established in its higher education institutions. This sets new challenges for the university libraries. The paper presents the fact that quality management can be used as a tool for leadership within the Library, improving the Library's processes and marketing the Library within the University.

Research limitations/implications

The paper is based on conditions in Finland.

Practical implications

The paper gives an example of what implications national and international higher‐education policies have on a university library.

Originality/value

The paper provides a model for quality management and quality system documentation.

Citation

Juntunen, A., Ovaska, T., Saarti, J. and Salmi, L. (2005), "Managing library processes: collecting data and providing tailored services to end‐users", Library Management, Vol. 26 No. 8/9, pp. 487-493. https://doi.org/10.1108/01435120510631774