The quest for excellence: one library's experience

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.

Citation

Chim, W. (2007), "The quest for excellence: one library's experience", Library Management, Vol. 28 No. 6/7, pp. 323-336. https://doi.org/10.1108/01435120710774468