Quality Assurance for Users in Libraries through ISO-9001:2000 Standard
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Quality Assurance for Users in Libraries through ISO-9001:2000 Standard

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A presentation by Dr. Harish Chandra, IIT Madras, during National Workshop on Library 2.0: A Global Information Hub, Feb 5-6, 2009 at PRL Ahmedabad

A presentation by Dr. Harish Chandra, IIT Madras, during National Workshop on Library 2.0: A Global Information Hub, Feb 5-6, 2009 at PRL Ahmedabad

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Quality Assurance for Users in Libraries through ISO-9001:2000 Standard Quality Assurance for Users in Libraries through ISO-9001:2000 Standard Presentation Transcript

  • 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
  • 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
  • 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
  • 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
  • Quality ?
    • A degree of excellence
    • Conformance with requirements
    • Totality of characteristics
    • Fitness for use
    • Fitness for purpose
    • Freedom from defects
    • Delighting customers
  • Dimensions of Quality
    • Performance
    • Features
    • Reliability
    • Conformance
    • Durability
  • Dimensions of Quality
    • Serviceability
    • Time
    • Sensory
    • Behavioral
  • Service Quality Characteristics
    • Accessibility
    • Accuracy
    • Courtesy
    • Comfort
    • Competence
  • Service Quality Characteristics
    • Credibility
    • Dependability
    • Responsiveness
    • Reliability
    • Security
  • Service Quality Characteristics
    • Efficiency
    • Effectiveness
    • Flexibility
    • Honesty
    • Promptness
  • Factors
    • Life long learning
    • Equality of Access to Information
    • Reach to non users
    • Digital skills and services
    • Developing reading and learning habits
  • Factors
    • ICT skills
    • Virtual university environment
    • Digital collections building
    • E-Commerce application
    • Web based services
    • Information Literacy
  • Factors
    • Inviting culture and climate
    • Quality based services
    • Users confidence building
    • Networking collaborations
    • Industrial interaction
    • Funds generation
    • Measurement of customer satisfaction
  • 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.
  • 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.
  • 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
  • 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
  • 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
  • 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
  • Quality Management Principles Leadership Customer Focus Continual Improvement Mutually Beneficial Supplier Relationships Involvement of People Factual Approach System Approach Process Approach
  • Users Expectations
    • Well organized collections
    • Clear directions and way guides
    • Proper documentation of facilities and services provided
    • Well designed forms for availing services
  • 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
  • Users Expectations
    • Continuous interaction
    • Web based initiatives
    • Resources access and delivery
    • Quality initiatives and accuracy
    • Good staff behavior
    • Awareness initiatives
  • 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
  • Capacity Building Initiative
    • Flexibility and adaptability in attitude
    • Increased strong interpersonal relations
    • Organizational development
    • Quality based library and information services
  • ISO 9001:2000
    • Strong Management Commitment
    • Understanding the Concept, application and Implications
    • Team Building
    • HRD Initiatives
    • Selection of Consultant and Certification Agency
  • ISO 9001:2000
    • Management Representative
    • Quality Policy and Vision Statement
    • Standardization of Forms and Procedures
    • Development of Systems and Procedures Manual
    • Quality Audits
  • ISO 9001:2000
    • Surveillance
    • Conformity Reports
    • Dynamic Documentation
    • Improving Environmental Conditions
    • Desire for Continuous Improvement
    • Quality Circles
  • ISO 9001:2000
    • Standardization of Forms
    • Training
    • Dynamic Documentation
    • Environmental Conditions
    • Continuous Improvement
    • Environmental Conditions
    • Team Work
  • 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
  • Quality Manual Framework
    • 4.2.1 General 4.2.2 Quality Manual 4.2.3 Control of Documents 4.2.4 Control of Records
  • 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
  • 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
  • Quality Manual Framework
    • 5.6 Management Review 5.6.1 General 5.6.2 Review Input 5.6.3 Review Output
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • Quality Manual Framework
    • 8 Measurement, Analysis, and Improvement 8.1 General 8.2 Monitoring and Measurement 8.2.1 Customer Satisfaction
  • 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
  • Quality Manual Framework
    • 8.5 Improvement 8.5.1 Continual Improvement 8.5.2 Corrective Action 8.5.3 Preventive Action
  • Quality Manual Framework
    • 8.5 Improvement 8.5.1 Continual Improvement 8.5.2 Corrective Action 8.5.3 Preventive Action
  • Advantages
    • Prestige and Credibility
    • Common Commitment
    • People Involvement
    • Staff Morale High
    • Continuous Improvement
    • Effective Utilization of Resources
  • Advantages
    • Document Control is Maintained
    • Team Building
    • Strong Staff Users Interface
    • Quality Assurance
    • Systems and Procedures in place
    • Continuity
    • Creativity
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • Success Factors
    • Comprehension
    • Collaboration
    • Context
    • Change
    • Caring
    • Commitment
    • Creativity
    • Competence
  • 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
  •  
  • My Involvement in ISO Application
  •  
  •  
    • Thanks
    • for
    • Your
    • Patient Hearing
    • Questions if any? Or email me at
    • [email_address]
  • 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