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Quality Assurance for Users in Libraries through ISO-9001:2000 Standard
- 1. Quality Assurance for Users in Libraries & Information Centers through ISO 9001:2000 Standard Dr. Harish Chandra Librarian Indian Institute of Technology Madras www.harishchandra.com
- 2. Conceptual Framework of Today’s Libraries & Information Centers? Libraries Provide an Environment in which creativity is fostered Gateway to Knowledge Resources Enabling forces for Teaching, learning, Consultancy, CE Center for Creation & Recreation of Academic Activities
- 3. Conceptual Framework of Today’s Libraries & Information Centers? Promote Dissemination of R&D Enables Networking Between R&D Personnel and Researchers A Bridge to 21 st Century – Bill Clinton Heart of an Institution Repository of Culture & Society
- 4. Role Providing Quality Services Bridging the Knowledge Gap Achieving Excellence in Services Ensuring Users Satisfaction Becoming Hub of Activities Becoming a Nerve Centre of an Organization
- 5. Quality ? A degree of excellence Conformance with requirements Totality of characteristics Fitness for use Fitness for purpose Freedom from defects Delighting customers
- 6. Dimensions of Quality Performance Features Reliability Conformance Durability
- 7. Dimensions of Quality Serviceability Time Sensory Behavioral
- 8. Service Quality Characteristics Accessibility Accuracy Courtesy Comfort Competence
- 9. Service Quality Characteristics Credibility Dependability Responsiveness Reliability Security
- 10. Service Quality Characteristics Efficiency Effectiveness Flexibility Honesty Promptness
- 11. Factors Life long learning Equality of Access to Information Reach to non users Digital skills and services Developing reading and learning habits
- 12. Factors ICT skills Virtual university environment Digital collections building E-Commerce application Web based services Information Literacy
- 13. Factors Inviting culture and climate Quality based services Users confidence building Networking collaborations Industrial interaction Funds generation Measurement of customer satisfaction
- 14. Quality Assurance Quality Assurance is the part of quality management focused on providing confidence that quality requirements will be fulfilled. Wikipedia defines Quality Assurance (QA) as a set of activities intended to ensure that products (goods and/or services) satisfy customer requirements in a systematic, reliable fashion.
- 15. Objective To have in place a formal system that continually surveys the effectiveness of quality objectives of libraries and also ensures Knowledge of what is to supplied Knowledge of how the product or service is intended to be supplied Knowledge that the declared intentions are actually being followed.
- 16. Steps to Assure Quality Library's Plan for achieving quality Organize the resources to implement the plans for QA Asses Library operations and services Determine the extent to which the Library's plans are being implemented
- 17. Vision Aims to meet increased information needs of learners through constructive collaboration facilitating universal availability of information and its dynamic use @ anytime @anyplace by anyone over network
- 18. Service Mission Increase impact of academic research Raise visibility/prestige of institution Create an institutional leadership role for the Library & Information Center Showcase Institution’s R&D output Manage institution’s IT costs Capture the Institutional records
- 19. Service Mission Provide vital services to academics and R&D Personnel Help Libraries and Information Centers to meet challenges of the digital world House digitized collections Manage learning materials Encourage Open Access
- 20. Quality Management Principles Leadership Customer Focus Continual Improvement Mutually Beneficial Supplier Relationships Involvement of People Factual Approach System Approach Process Approach
- 21. Users Expectations Well organized collections Clear directions and way guides Proper documentation of facilities and services provided Well designed forms for availing services
- 22. Users Expectations Display and demonstration of information about staff/facilities Speedier service delivery system Proper communication facilities Users complaints system Platform for airing the suggestions
- 23. Users Expectations Continuous interaction Web based initiatives Resources access and delivery Quality initiatives and accuracy Good staff behavior Awareness initiatives
- 24. Capacity Building Initiative Transparency and dynamism in library administration Closer and positive relations Innovation in library and information services Effective teamwork Enhanced self confidence amongst library professionals
- 25. Capacity Building Initiative Flexibility and adaptability in attitude Increased strong interpersonal relations Organizational development Quality based library and information services
- 26. ISO 9001:2000 Strong Management Commitment Understanding the Concept, application and Implications Team Building HRD Initiatives Selection of Consultant and Certification Agency
- 27. ISO 9001:2000 Management Representative Quality Policy and Vision Statement Standardization of Forms and Procedures Development of Systems and Procedures Manual Quality Audits
- 28. ISO 9001:2000 Surveillance Conformity Reports Dynamic Documentation Improving Environmental Conditions Desire for Continuous Improvement Quality Circles
- 29. ISO 9001:2000 Standardization of Forms Training Dynamic Documentation Environmental Conditions Continuous Improvement Environmental Conditions Team Work
- 30. Quality Manual Framework 1. Scope 1.1 General 1.2 Application 2. Normative Reference 3. Terms & Definitions 4. Quality Management System 4.1 General Requirements 4.2 Documentation Requirements
- 31. Quality Manual Framework 4.2.1 General 4.2.2 Quality Manual 4.2.3 Control of Documents 4.2.4 Control of Records
- 32. Quality Manual Framework 5. Management Responsibility 5.1 Management Commitment 5.2 Customer Focus 5.3 Quality Policy 5.4 Planning 5.4.1 Quality Objectives 5.4.2 Quality Management System Planning
- 33. Quality Manual Framework 5.5 Responsibility, Authority, and Communication 5.5.1 Responsibility and Authority 5.5.2 Management Representative 5.5.3 Internal communication
- 34. Quality Manual Framework 5.6 Management Review 5.6.1 General 5.6.2 Review Input 5.6.3 Review Output
- 35. Quality Manual Framework 6 Resource Management 6.1 Provision of Resources 6.2 Human Resources 6.2.1 General 6.2.2 Competence, Awareness, and Training 6.3 Infrastructure 6.4 Work Environment
- 36. Quality Manual Framework 7. Product Realization 7.1 Planning of Product Realization 7.2. Customer Related Processes 7.2.1 Determination of Requirements Related to the Product 7.2.2 Review of Requirements Related to the Product 7.2.3 Customer Communication
- 37. Quality Manual Framework 7.3 Design and Development 7.3.1 Design and Development Planning 7.3.2 Design and Development Inputs 7.3.3 Design and Development Output 7.3.4 Design and Development Review
- 38. Quality Manual Framework 7.3.5 Design & Development Verification 7.3.6 Design & Development Validation 7.3.7 Control of Design & Development Changes 7.4 Purchasing 7.4.1 Purchasing Process
- 39. Quality Manual Framework 7.4.2 Purchasing Information 7.4.3 Verification of Purchased Product 7.5 Production and Service Provision 7.5.1 Control of Production and Service Provision
- 40. Quality Manual Framework 7.5.2 Validation of Processes for Production and Service Provision 7.5.3 Identification and Trace ability 7.5.4 Customer Property 7.5.5 Preservation of Product 7.6 Control of Monitoring and Measuring Devices
- 41. Quality Manual Framework 8 Measurement, Analysis, and Improvement 8.1 General 8.2 Monitoring and Measurement 8.2.1 Customer Satisfaction
- 42. Quality Manual Framework 8.2.2 Internal Audit 8.2.3 Monitoring and Measurement of Processes 8.2.4 Monitoring and Measurement of Product 8.3 Control of Nonconforming Product 8.4 Analysis of Data
- 43. Quality Manual Framework 8.5 Improvement 8.5.1 Continual Improvement 8.5.2 Corrective Action 8.5.3 Preventive Action
- 44. Quality Manual Framework 8.5 Improvement 8.5.1 Continual Improvement 8.5.2 Corrective Action 8.5.3 Preventive Action
- 45. Advantages Prestige and Credibility Common Commitment People Involvement Staff Morale High Continuous Improvement Effective Utilization of Resources
- 46. Advantages Document Control is Maintained Team Building Strong Staff Users Interface Quality Assurance Systems and Procedures in place Continuity Creativity
- 47. Advantages ISO Certification is the direct evidence of an organization’s financial and ethical commitment to provide high quality products and services Passport of International Market It is a Tool for Improvement Improves Professional Image of an Organization
- 48. Advantages Services and Products focus users Requirements Higher Customer Confidence Ensure Improved Quality Clarity of Responsibility and Authority Better and Defined System Ensure Consistent Quality Mark of Impressive Leadership
- 49. What We Need to Do? Set up Internal customer Care teams Ownership of quality at all levels Staff- Users Meet Web Presence and Services Customer focus drive Selected Services- Quality Quality Circle Internal monitoring
- 50. Plan of Action : Deming’ 14 Points Create and Publish to all employees a statement of aims and purposes Learn the new philosophy Understand the purpose of inspection End the practice for awarding business on the basis of price tag alone Improve constantly and forever the system of production and services
- 51. Plan of Action : Deming’ 14 Points Drive out fear, create trust, create a climate for innovation Optimize toward the aims and purposes of organization Institute the methods for improvement Remove the barriers that rob people of pride of workmanship
- 52. Plan of Action : Deming’ 14 Points Encourage education and self improvement for every one Take action to accomplish the transformation Flexible course of action Initiate training Teach and initiate leadership
- 53. Success Factors Comprehension Collaboration Context Change Caring Commitment Creativity Competence
- 54. Leading for Tomorrow Sharing the Vision Managing the Rapid Change Customer Needs Focus Participative Management Making Information Accessible Exploiting ICT Fostering Creativity & Innovation Managing Cross Cultural Issues
- 56. My Involvement in ISO Application
- 59. Thanks for Your Patient Hearing Questions if any? Or email me at [email_address]
- 60. References Bryson Jo, Managing Information Services: An Integrated Information Approach, Hampshire, Gower, 1997 www.cenlib.iitm.ac.in www.harishchandra.com Harish Chandra, Application of ISO-9001 in the Central Library of IIT Madras: Some Experiences, Proceedings of XXII IASLIC Conference, Agra, 1999, p151-156 Indian Standard, Quality Management Systems-Requirements (Second Revision) IS/ISO 9001: 2000 pp.1-13