Multi‐faceted measuring of the quality as a tool for quality improvement in the Kuopio University Library, Finland

Abstract

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.

Citation

Saarti, J., Juntunen, A. and Taskinen, A. (2010), "Multi‐faceted measuring of the quality as a tool for quality improvement in the Kuopio University Library, Finland", Performance Measurement and Metrics, Vol. 11 No. 1, pp. 39-46. https://doi.org/10.1108/14678041011026856