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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

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

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