Σύστημα Διαχείρισης Ποιότητας στη Βιβλιοθήκη του Πολυτεχνείου Κρήτης
| Main Author: | Πρεντάκη, Έλενα |
|---|---|
| Other Authors: | Άνθη-Καλοφωλιά, Έλλη |
| Format: | Proceeding PeerReviewed application/pdf |
| Bahasa: | el |
| Terbitan: |
, 2004
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| Subjects: | |
| Online Access: |
http://eprints.rclis.org/11371/1/QualityManagementSystem_TUC.pdf http://eprints.rclis.org/11371/2/Prentaki_Presentation.pdf http://eprints.rclis.org/11371/ |
Daftar Isi:
- On the occasion of the completion of 20 years of service, the Library of the Technical University of Crete proceeds this year to a performance measurement of services as well as a quality evaluation of procedures that support these services. The primary goal of this effort, apart from the service evaluation, is the measurement of user satisfaction in a way that will lead to managerial decisions. In this context and with financing from the Library’s EPEAEK II, it was decided that an external collaborator would be assigned to develop a system of quality management This collaboration has given rise to a Quality Management System (QMS) conformed to the quality requirements of ISO 9000:2000, IS0 9001:2000 and ISO 9004:2000 standards. Future target of the library is to assert an ISO certification of quality for its services. The main function of the QMS is the systematization of library procedures in a way that it will indicate which procedure has to be followed in every case, who is responsible for it and what equipment is required. Additionally, the Quality Management System establishes the maintenance of record files for all procedures so that their progress can be easily examined and its possible faults analyzed and encountered. Further, the QMS makes provision for annual reviews on behalf of the Administration, so that not conforming services are analyzed and action is taken. Apart from processes description, the QMS proceeds to measurement of quality parameters that are connected to service provision. The administration of the Library of the Technical University of Crete decided that the indicators of MOPAB (Total Quality Management Unit of Greek Academic Libraries) should be applied as quality parameters as they also conform to the ISO 11620: 1998 standard. This way, uniformity of collected data among Greek Academic Libraries is maintained and potential collaboration among academic libraries in the field of benchmarking is facilitated. For the collection and analysis of these parameters an Access application was developed. A quality management system could not overlook the primary factor it was created for, that is “library users”. Therefore, one part of the QMS refers to the collection and handling of user complaints as well as to the conduct of regular user satisfaction surveys. The library’s attempt for performance measurement and quality evaluation has not been effortless nor unobstructed. A system like the one described above requires explicit distinction of responsibilities and departments within an organization. It is widely known, that the existence of academic libraries is not constitutionally established as yet. For the needs of the present attempt the Library of the Technical University of Crete confined itself to the pre-existent administrative structure. Apart from these, the annual collection of statistical data becomes futile when no prospect of comparative analysis is allowed. For the time being the Library of the Technical University of Crete collects and analyses its own data throughout the years. Nevertheless a more effective exploitation of statistics presupposes the existence of specific benchmarks, the approach of which will constitute an objective for quality assurance. The results of this effort have not yet been obvious. A fair period of time is necessary before data is collected and processed so that reliable results are inferred. A common wish is to have the Quality Management System successfully carried out so that outcomes lead to efficient administrative decisions.