Building a culture of quality assurance in the libraries of the University of Ljubljana

Turk, Nana

doi:10.1108/03074800710735375

Cited by 5 publications

(4 citation statements)

References 5 publications

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“…Over recent decades, national and inter‐national organisations have been developed and introduced various approaches that pertain to the implementation of process‐oriented management systems, quality assurance standards and to the development of accreditation models and/or total quality management (TQM) programmes. Such an approach is the ISO 9000:2000 series of standards which together form a coherent set of quality management system standards that may create the basis on which a library can certify a quality management system (Fontana and Sardelli, 2005; Kiran et al , 2006; Valls and Vergueiro, 2006; Chim, 2007; Garratt, 2007; Sacchetti, 2007; Turk, 2007). A precursory works review on the application of ISO 9000 in information services is provided by Valls and Vergueiro (2006).…”

Section: Approaches To Managing Quality In Academic Librariesmentioning

confidence: 99%

Issues and perceptions for ISO 9000 implementation in Greek academic libraries

Κωσταγιόλας

Κίτσιου

2008

Library Management

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PurposeQuality has been defined in many different ways and it forms a complex and subjective concept, incorporating at any given time the true (expressed and implied) needs of all those involved. A possible approach in the context of library and information services is the implementation of a well‐known quality management system such as the ISO 9001:2000. This paper aims to investigate and empirically assess the current issues and the perceptions for quality management systems implementation in Greek academic libraries.Design/methodology/approachAn empirical qualitative survey based on the development of a questionnaire for semi‐structured interviews with the directors of Greek academic libraries. The study was conducted during the third quarter of 2007 in regard to the effects of quality management system implementation.FindingsThe comparisons between approaches to, and perceptions of, quality management need to be balanced. An interest for ISO 9000:2000/ISO 9001:2000 has been observed in academic libraries in Greece.Practical implicationsThe study of the current attempts for implementing quality management systems as well as evidence about perceptions regarding ISO 9000:2000 of libraries directors may aid in the development of policies for quality management in academic libraries in Greece.Originality/valueThis paper provides information for ISO 9001:2000 implementation in Greek academic libraries and empirical results about the perceptions of Greek academic library directors based on semi‐structured interviews.

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Section: Approaches To Managing Quality In Academic Librariesmentioning

confidence: 99%

Issues and perceptions for ISO 9000 implementation in Greek academic libraries

Κωσταγιόλας

Κίτσιου

2008

Library Management

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“…Over the last three decades, many libraries around the world have developed and introduced various approaches for quality management including process-oriented assurance systems, various standards and accreditation models and/or total quality management programs. Such an approach is the well-known ISO 9000 series of standards which creates the basis of a coherent set of quality management system standards for a library to certify a quality management system (Fontana and Sardelli, 2005;Kiran et al, 2006;Valls and Vergueiro, 2006;Chim, 2007;Garratt, 2007;Sacchetti, 2007;Turk, 2007;Balague and Saarti, 2009). This standard has a high-rate of compatibility with other standards such as those relevant with safety and environment management issues (Davies, 1997;Ephrain, 2003;Sumsion, 2003).…”

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confidence: 99%

A library management response model against the economic crisis

2011

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Purpose -Libraries in Greece are mostly financed by public sources, with private funding covering only a very small proportion of their budget. The deteriorating, slowly growing economic environment in Greece places additional pressure on the already understaffed and underfinanced public libraries. This paper aims at demonstrating that the tough economic conditions may provide a setting for innovation and quality enhancement which may lead in turn to a corresponding growth in the library sector. Design/methodology/approach -A qualitative analysis is conducted in order to identify the potential of a novel management response model as a pathway for library survival within the fierce economic crisis. Findings -Specific suggestions are made for the management of public libraries, future policies and trends in the lines of learning/education/training services; social/economic development services; electronic government and citizen participation in public affairs services; cultural identity and social cohesion services; and social inclusion services. Practical/implications -It is ascertained that public libraries in Greece may have an opportunity for change and innovation as a result of the current economic situation. Furthermore, it is believed that active involvement, quality, innovation and self-finance can serve as important tools for the development of public libraries and their positive contribution and productive role into the Greek socioeconomic environment. Originality/value -This is the only available work providing an overall management approach for public libraries within a current economic crisis such as the one in Greece.

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“…Bawden et al (2005: 454) noted that ‘the evaluation of library services is a topic, and an activity, of importance in all countries with established library services’. Turk (2007) stated that assessment activities in academic libraries are more imperative today than ever before.…”

Section: Introductionmentioning

confidence: 99%

Developing a service performance assessment system to improve service quality of academic libraries

Hossain

Ahmed

2013

Business Information Review

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This article proposes an assessment model for the evaluation and improvement of the service performance of academic libraries. It presents a Service Performance Control Matrix (SPCM), an instrument to report the level of service performance and to simultaneously provide strategic directions to sustain, improve or recover service quality. SPCM also provides a guideline for determining the order of improvement for service. The model is applied to five public university libraries in Bangladesh, using a modified version of the SERVQUAL questionnaire. This questionnaire asks students to indicate their opinions on desired, minimum, and actual service performance by the university library on a 7-point Likert scale. The results of this study indicate the applicability of the SPCM model in determining the service quality of academic libraries. With more research effort, we expect this model to be evolved as a practical solution to assessing library service performance worldwide.

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Building a culture of quality assurance in the libraries of the University of Ljubljana

Cited by 5 publications

References 5 publications

Issues and perceptions for ISO 9000 implementation in Greek academic libraries

Issues and perceptions for ISO 9000 implementation in Greek academic libraries

A library management response model against the economic crisis

Developing a service performance assessment system to improve service quality of academic libraries

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