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Managing Your Library and its Quality by Jarmo Saarti, Núria Balagué

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Preface

The implementation of ISO 9001 quality standard in the business environment has become increasingly widespread and it has led to a growing number of commercial information services being managed according to this standard. ISO 9001 is also slowly being adopted by the public sector and also here it is already possible to find libraries and information services that are adhering to its stipulations.

In the service era, quality has become an unquestionable value for organisations. Thus the ability to respond to the varied needs and expectations of customers may be an important factor governing the very survival of the organisation. Whether in the public or in the private sector, libraries are service organisations and, as such, they exist ...

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