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

摘要

This paper sets out to describe the building of the quality management system in onelibrary and especially how different types of quality measurement systems - statistical analyses,henchmarking, surveys - are used in order to improve the quality of the library services. A majoremphasis 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, planningand public relations of a library.