Benchmarking quality systems in two European academic libraries
| Date | 15 May 2009 |
| Published date | 15 May 2009 |
| Pages | 227-239 |
| DOI | https://doi.org/10.1108/01435120910957896 |
| Author | Núria Balagué,Jarmo Saarti |
| Subject Matter | Library & information science |
Benchmarking quality systems in
two European academic libraries
Nu
´ria Balague
´
University Auto
`noma of Barcelona, Barcelona, Spain, and
Jarmo Saarti
Kuopio University Library, Kuopio, Finland
Abstract
Purpose – The purpose of the paper is to benchmark two ISO 9001:2000 based quality management
systems, one in the Universitat Auto
`noma de Barcelona, Spain, and the other in Kuopio University,
Finland.
Design/methodology/approach – The paper is a case study in which both libraries’ approach to
the building of their quality management system are compared.
Findings – The ISO 9001:2000 guides institutions so that they will develop their quality management
systems along similar lines. Both libraries have devised the same kinds of solutions to the key points
of the standard and it has helped them to develop their services and analyze how they have succeeded
in this task.
Research limitations/implications – The paper is based on the experiences of two libraries.
Practical implications – The paper gives examples for the implementation of the ISO 9001:2000
quality standard inside an academic library.
Originality/value – The paper provides ideas on how a quality system is best developed.
Keywords Universitylibraries, Quality management,Finland, Spain, Benchmarking,Higher education
Paper type Case study
Introduction
In the service era, not only quality of service but also the ability to move forward and
adapt to the changing needs and expectations of customers govern the survival of an
organization. During the past two decades, the quality management approach has
gained a foothold also in the service sector including universities. In both the public
and private sectors, libraries are service organizations and as such, they exist in
dynamic environments where the demands of the users seem to become evermore
difficult to meet.
ISO 9001 is one of the possible ways to manage quality in an organization, though is
not the only possibility. In developing their quality management systems,
organizations can use a variety of approaches. Most, however, have certain common
themes, i.e. they attempt to allow an organization to perform a proper deployment of
the principles of total quality management. The basic principles behind the present QM
systems – e.g. EFQM, balanced scorecard, ISO 9001 – are actually rather similar.
They all emphasize the continuing improvement of services, a process oriented
The current issue and full text archive of this journal is available at
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The authors are grateful to Dr Ewen MacDonald for revising the English. Jarmo Saarti also
would like to thank the Erasmus program for the funding which made possible his visit to
Barcelona.
Benchmarking in
two European
libraries
227
Received 6 August 2008
Revised 27 September 2008
Accepted 30 October 2008
Library Management
Vol. 30 No. 4/5, 2009
pp. 227-239
qEmerald Group Publishing Limited
0143-5124
DOI 10.1108/01435120910957896
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