Quality management service at the University of Malaya Library.

Purpose – This paper aims to describe the steps in attaining the ISO 9001:2000 quality management system certification at the University of Malaya Library. Design/methodology/approach – This article includes description of the planning,implementation and maintenance of the quality management syst...

Full description

Saved in:
Bibliographic Details
Main Authors: Kaur, K., Pauziaah, M., George, S.
Format: Article
Language:English
Published: Emerald Group Publishing Limited 2006
Subjects:
Online Access:http://eprints.um.edu.my/635/1/qualiy_mngt_service_libMngt_kiran.pdf
http://eprints.um.edu.my/635/
http:///www.emeraldinsight.com/0143-5124.htm
Tags: Add Tag
No Tags, Be the first to tag this record!
Institution: Universiti Malaya
Language: English
id my.um.eprints.635
record_format eprints
spelling my.um.eprints.6352011-08-11T06:33:50Z http://eprints.um.edu.my/635/ Quality management service at the University of Malaya Library. Kaur, K. Pauziaah, M. George, S. Library science. Information science Purpose – This paper aims to describe the steps in attaining the ISO 9001:2000 quality management system certification at the University of Malaya Library. Design/methodology/approach – This article includes description of the planning,implementation and maintenance of the quality management system by the library, along with continual improvement efforts to provide quality service to the library clientele. Findings – Finds that the move towards a quality management system within quality standard requirements, such as the MS ISO 9001:2000 proved challenging to obtaining the management commitment and the reorganization of services. Customer feedback becomes the focus of on-going planning to fulfill customer requirements. A quality management system has brought about informed decision making and increased customer satisfaction. Research limitations/implications – The study is limited to only four university libraries, thus generalization to Malaysian academic libraries is premature at this stage. Practical implications – This paper will be helpful to libraries planning to implement a quality management system to improve its quality service and increase customer satisfaction. Originality/value – This paper will be helpful to libraries planning to implement a quality management system to improve its quality service and increase customer satisfaction. As libraries strive to provide quality services to their clients, it is important that their quality standards be accepted globally, therefore the implementation of a quality management system based on ISO 9001:2000 may be helpful in providing clear guidelines on measuring performance. Emerald Group Publishing Limited 2006 Article PeerReviewed application/pdf en http://eprints.um.edu.my/635/1/qualiy_mngt_service_libMngt_kiran.pdf Kaur, K. and Pauziaah, M. and George, S. (2006) Quality management service at the University of Malaya Library. Library Management, 2 (4). pp. 249-256. ISSN 0143-5124 http:///www.emeraldinsight.com/0143-5124.htm
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Research Repository
url_provider http://eprints.um.edu.my/
language English
topic Library science. Information science
spellingShingle Library science. Information science
Kaur, K.
Pauziaah, M.
George, S.
Quality management service at the University of Malaya Library.
description Purpose – This paper aims to describe the steps in attaining the ISO 9001:2000 quality management system certification at the University of Malaya Library. Design/methodology/approach – This article includes description of the planning,implementation and maintenance of the quality management system by the library, along with continual improvement efforts to provide quality service to the library clientele. Findings – Finds that the move towards a quality management system within quality standard requirements, such as the MS ISO 9001:2000 proved challenging to obtaining the management commitment and the reorganization of services. Customer feedback becomes the focus of on-going planning to fulfill customer requirements. A quality management system has brought about informed decision making and increased customer satisfaction. Research limitations/implications – The study is limited to only four university libraries, thus generalization to Malaysian academic libraries is premature at this stage. Practical implications – This paper will be helpful to libraries planning to implement a quality management system to improve its quality service and increase customer satisfaction. Originality/value – This paper will be helpful to libraries planning to implement a quality management system to improve its quality service and increase customer satisfaction. As libraries strive to provide quality services to their clients, it is important that their quality standards be accepted globally, therefore the implementation of a quality management system based on ISO 9001:2000 may be helpful in providing clear guidelines on measuring performance.
format Article
author Kaur, K.
Pauziaah, M.
George, S.
author_facet Kaur, K.
Pauziaah, M.
George, S.
author_sort Kaur, K.
title Quality management service at the University of Malaya Library.
title_short Quality management service at the University of Malaya Library.
title_full Quality management service at the University of Malaya Library.
title_fullStr Quality management service at the University of Malaya Library.
title_full_unstemmed Quality management service at the University of Malaya Library.
title_sort quality management service at the university of malaya library.
publisher Emerald Group Publishing Limited
publishDate 2006
url http://eprints.um.edu.my/635/1/qualiy_mngt_service_libMngt_kiran.pdf
http://eprints.um.edu.my/635/
http:///www.emeraldinsight.com/0143-5124.htm
_version_ 1643686597790531584