The quest for excellence: one library's experience
| Date | 31 July 2007 |
| Published date | 31 July 2007 |
| DOI | https://doi.org/10.1108/01435120710774468 |
| Pages | 323-336 |
| Author | Winnie Chim |
| Subject Matter | Library & information science |
The quest for excellence: one
library’s experience
Winnie Chim
Pao Yue-kong Library, The Hong Kong Polytechnic University,
Kowloon, Hong Kong
Abstract
Purpose – The purpose of this paper is to trace the development and implementation of the quality
assurance system and its continuous review process at the Pao Yue-kong Library of The Hong Kong
Polytechnic University. It aims to share with readers the experience gained in developing and
implementing the system.
Design/methodology/approach – The paper includes description of the Library’s vision, mission
and objectives, key performance indicators, multiple feedback mechanisms and quality assurance
reporting to the University’s senior management, all of which serve as quality control mechanisms
monitoring the services, programmes and products the Library provides. It also describes the
benchmarking and departmental assessment exercises conducted periodically to recruit further inputs
to the quality circle for continuous improvement.
Findings – The study finds that setting up a quality assurance system is a good starting point for
quality library service, but successful provision of quality services hinges on the implementation.
Management’s commitment to service excellence and willingness to respond to user feedback are
critical. Other critical success factors noted are the establishment of a formalised quality assurance
system, cultivation of staff commitment, understanding and educating the customers, and developing
and sharing best practices among the library staff.
Practical implications – This paper will be helpful to libraries planning to implement a quality
assurance system to monitor library services for continuous improvement and to increase customer
satisfaction.
Originality/value – The Library’s quality assurance system is simple and yet highly effective. It is
designed to ensure continuous improvement without being burdensome. Libraries planning to
implement a simple, measurable, cost effective and common sense assurance system may find this
paper helpful.
Keywords Academic libraries, Quality assurance,Benchmarking, Hong Kong
Paper type Case study
Introduction
There is no lack of discussions on quality assurance (QA) in academic libraries, or
indeed any types of libraries. But for local academic libraries in Hong Kong, the
discussion on the issue has never been as intense as that experienced in recent years.
Competition for resources among universities in Hong Kong has become severe after
an unprecedented expansion of higher education in the 1990s. The situation is
aggravated with the territory’s economic downturn in the late 1990s, and the
mushrooming of self-financed academic programmes at the tertiary level. The call for
“accountability”, “transparency”, “quality teaching and learning”, and
“mission-relevance” has become increasingly important on the policy agenda of
educational institutions when competing for funding as well as students (Morris et al.,
1994). The concern for quality library services is also put under the spotlight, as use of
The current issue and full text archive of this journal is available at
www.emeraldinsight.com/0143-5124.htm
The quest for
excellence
323
Received 20 September 2006
Revised 12 January 2007
Accepted 19 January 2007
Library Management
Vol. 28 No. 6/7, 2007
pp. 323-336
qEmerald Group Publishing Limited
0143-5124
DOI 10.1108/01435120710774468
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