Quality management aims at improving every service and product within an institution. Its overall goal thereby is to increase customer satisfaction. Introducing a quality management system helps the institution to define responsibilities and organize workflows. Changes, processes and responsibilities are documented and accessible to all employees, enabling them to make informed decisions.
Our Quality Policy and Quality Objectives
The quality policy and quality objectives of the University Library are defined in the
- Mission Statement [1] as documentation of the self-concept
- Library Profile [2] with a long-term focus within its mission
- Annual strategic goals of the University Library to be communicated internally to employees
In order to realize its quality policy and achieve its quality objectives, the University Library has implemented a quality management system.
Quality Management of the University Library
Quality Management Officers (abbr. QMO) coordinate the implementation of quality management. They are supported by so-called Quality Management Officers of the Units (abbr. QMOU). In every unit, one employee covers the additional function of a QMOU. They collect ideas and information in their unit and, vice versa, disseminate quality management information through the unit.
The introduction of the quality management system has led to the standardization and comprehensive documentation of workflows and services in all branch libraries. This is achieved through the following tools:
- Worklows as process descriptions
- Internal audits
- Determination of customer requirements and satisfaction
- Collection and evaluation of statistics and key figures
- Supplier evaluations
- Setting annual quality objectives
- Communication between departments in the QM round table
