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Quality management service at the University of Malaya Library

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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.
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Keywords: Academic libraries; Malaysia; Quality assurance; Quality management

Document Type: Research Article

Publication date: April 1, 2006

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