Managing Quality in a National Library. The case of the National Central Library of Florence, Italy
A. Sardelli, and A. Fontana. World Library and Information Congress: 71th IFLA General Conference and Council. "Libraries - A voyage of discovery", Oslo, (2005)
Abstract
Over the last few years the National Central Library of Florence, Italy (referred to as BNCF)
has been developing its Quality Management System (QMS). In December 2001 this system, in
compliance with the ISO 9000 series standards, was accredited by the Det Norske Veritas, an
independent foundation and a leading international provider for certifying management systems.
The Quality System upgrade involved the Library staff in the implementation of a new release of the
Procedures Manual. The whole system, maintained in conformity with the ISO standard by means
of recurrent auditing inspections, the most recent in March 2005, aims to manage the
organizational process and customer satisfaction through a monitoring and measuring process
development plan.
This paper describes the efforts and other issues associated with the development and
implementation of a Quality Management System.
The case of the BNCF, the first library accredited for its Quality Management System in Italy, is
presented here as a “case study”. The QMS procedures and products include managing
interrelated processes as an entire system; measuring customer satisfaction through a survey form
and acting on the results; the creation of a Quality Manual, a Procedures Map, and a Services
Chart. The analysis of the development of these procedures and results will permit the evaluation of
this model for other National libraries.
%0 Conference Paper
%1 Fontana:Quality
%A Sardelli, Alessandro
%A Fontana, Antonia Ida
%B World Library and Information Congress: 71th IFLA General Conference and Council. "Libraries - A voyage of discovery"
%C Oslo
%D 2005
%K QM library toread
%T Managing Quality in a National Library. The case of the National Central Library of Florence, Italy
%U http://www.ifla.org/IV/ifla71/papers/077e-Fontana_Sardelli.pdf
%X Over the last few years the National Central Library of Florence, Italy (referred to as BNCF)
has been developing its Quality Management System (QMS). In December 2001 this system, in
compliance with the ISO 9000 series standards, was accredited by the Det Norske Veritas, an
independent foundation and a leading international provider for certifying management systems.
The Quality System upgrade involved the Library staff in the implementation of a new release of the
Procedures Manual. The whole system, maintained in conformity with the ISO standard by means
of recurrent auditing inspections, the most recent in March 2005, aims to manage the
organizational process and customer satisfaction through a monitoring and measuring process
development plan.
This paper describes the efforts and other issues associated with the development and
implementation of a Quality Management System.
The case of the BNCF, the first library accredited for its Quality Management System in Italy, is
presented here as a “case study”. The QMS procedures and products include managing
interrelated processes as an entire system; measuring customer satisfaction through a survey form
and acting on the results; the creation of a Quality Manual, a Procedures Map, and a Services
Chart. The analysis of the development of these procedures and results will permit the evaluation of
this model for other National libraries.
@inproceedings{Fontana:Quality,
abstract = {Over the last few years the National Central Library of Florence, Italy (referred to as BNCF)
has been developing its Quality Management System (QMS). In December 2001 this system, in
compliance with the ISO 9000 series standards, was accredited by the Det Norske Veritas, an
independent foundation and a leading international provider for certifying management systems.
The Quality System upgrade involved the Library staff in the implementation of a new release of the
Procedures Manual. The whole system, maintained in conformity with the ISO standard by means
of recurrent auditing inspections, the most recent in March 2005, aims to manage the
organizational process and customer satisfaction through a monitoring and measuring process
development plan.
This paper describes the efforts and other issues associated with the development and
implementation of a Quality Management System.
The case of the BNCF, the first library accredited for its Quality Management System in Italy, is
presented here as a “case study”. The QMS procedures and products include managing
interrelated processes as an entire system; measuring customer satisfaction through a survey form
and acting on the results; the creation of a Quality Manual, a Procedures Map, and a Services
Chart. The analysis of the development of these procedures and results will permit the evaluation of
this model for other National libraries.},
added-at = {2008-12-05T22:41:29.000+0100},
address = {Oslo},
author = {Sardelli, Alessandro and Fontana, Antonia Ida},
biburl = {https://www.bibsonomy.org/bibtex/21f97a0ce5a8ccdb56a73d279f4e8f16f/cirrus},
booktitle = {World Library and Information Congress: 71th IFLA General Conference and Council. "Libraries - A voyage of discovery"},
interhash = {a85e4583d0db1d4787b3ef2d3aa705b5},
intrahash = {1f97a0ce5a8ccdb56a73d279f4e8f16f},
keywords = {QM library toread},
timestamp = {2008-12-05T22:42:28.000+0100},
title = {Managing Quality in a National Library. The case of the National Central Library of Florence, Italy},
url = {http://www.ifla.org/IV/ifla71/papers/077e-Fontana_Sardelli.pdf},
year = 2005
}