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 21st 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
LeadershipCustomer 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. Scope1.1 General
1.2 Application 2. Normative Reference
3. Terms & Definitions4. 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 protected]
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