The purpose of this paper is to describe the results of two consecutive EFQM‐based self‐assessments, which were performed in Meliusz County Library of Debrecen, Hungary in 2007 and 2008. At the time of the first assessment the library operated across several scattered buildings with poor working conditions. By the time of the second self‐assessment the library had moved to a new, modern building, with an ideal working environment. The focus of this examination is to determine how the positive change of environmental impacts influence the satisfaction of both employees and users.
In one of this author's previous research studies, an EFQM‐based toolkit for library self‐assessments was developed which provided the methodological base for these surveys. Enablers of the organization – leadership; policy and strategy; people; partnerships and resources; and processes – were evaluated and surveyed.
This author had the preconceived notion before evaluating the results that the results of second assessment would naturally be more positive than the results of the first, due to the improved, modern environment. Comparison of the two surveys provided unexpected results, as the employees rated enablers in 2007 consistently higher than in 2008. The goal of this study became an investigation of this interesting dilemma, which proved to have changes of senior management at its roots.
The examinations are conducted using the pro forma method of the EFQM‐based self‐assessment package. No other Hungarian libraries have performed self‐assessment based on this method and an examination of the results of this study proves its applicability. With the help of the pro forma method, the most sophisticated and smallest facts that influence the life of the organization become apparent.
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