Arja Juntunen

Managing library processes: collecting data and providing tailored services to end‐users

Purpose – To present the process of creating the quality management system of the Kuopio University Library (Finland) and its auditing.Design/methodology/approach – Case study of the Librarys quality management systems building process, with some survey‐based material.Findings – The European Union has decided that some kind of quality management system should be established in its higher education institutions. This sets new challenges for the university libraries. The paper presents the fact that quality management can be used as a tool for leadership within the Library, improving the Librarys processes and marketing the Library within the University.Research limitations/implications – The paper is based on conditions in Finland.Practical implications – The paper gives an example of what implications national and international higher‐education policies have on a university library.Originality/value – The paper provides a model for quality management and quality system documentation.

Multi‐faceted measuring of the quality as a tool for quality improvement in the Kuopio University Library, Finland

Purpose – This paper sets out to describe the building of the quality management system in one library and especially how different types of quality measurement systems – statistical analyses, benchmarking, surveys – are used in order to improve the quality of the library services. A major emphasis is placed on the involvement of management at both the strategic and everyday levels.Design/methodology/approach – This paper takes the form of a case study approach.Findings – It was found that a multi‐faceted measuring approach helps in the management, planning and public relations of a library.Research limitations/implications – The paper is based on the experiences of one library.Practical implications – The paper gives examples of the implementation of the quality management systems customer feedback and process performance evaluation inside an academic libraryOriginality/value – The paper provides a model for a basket of indicators for a librarys core processes and results.

From the Rhetoric of Quality Management to Managing Self-Organizing Processes: A Case Study on an Expert Organization

Quality management was introduced to the European higher education with the decision made by European Union Ministers of Education in Bologna, year 1999. This paper describes its effect on the Kuopio University Library, Finland. Quality management has been used in the library as a tool for reorganizing the management, as well as, a tool for marketing and improving customer oriented library and information services.

Bringing out the best of everyone

Purpose – This paper aims to describe the efforts of a library in developing a systematic approach to its human resource management. The success of these activities has been measured annually and there already is some evidence for an improvement in skills as well as of better motivation towards the work on the library.Design/methodology/approach – The paper takes the form of a case study approach.Findings – Creating a learning organization to emphasize the librarys functioning as an expert organization requires allocation of significant resources to the staff training but this investment is repaid in better work motivation.Research limitations/implications – The paper is based on Finnish experiences.Practical implications – The paper gives examples of the activities promoting job motivation in a university library organization and improvements in the work environment.Originality/value – The paper provides tools and experiences for the human resources management function in an academic library.

Reinventing the Academic Library and Its Mission: Service Design in Three Merged Finnish Libraries

At the beginning of 2010, new higher education legislation was enacted in Finland which caused several university mergers. In addition to that, a self-directed type of organizational restructuring had been going on in Finnish academic libraries. This chapter describes the merger and the restructuring processes of the libraries in three universities, namely Helsinki University, University of Eastern Finland, and the University of Turku. Using a case study approach, the chapter describes different approaches used in the merger process, particularly how to manage service integration, resource reallocation and planning, and implementing new types of services. Performance measures and indicators are among the tools used to assess the successes, particularly in direct services to library users. Although this is based on Finnish experiences, it is helpful for other libraries considering, or engaging in, similar mergers, because of the given examples and tools for the actions needed for new structures and services. Also described are the challenges that three libraries met in the strategic work of reshaping of their organizational structures. While this chapter addresses library mergers only in universities, the methods and tools used will provide models for other types of libraries and nonprofit organizations.

Multi-Faceted Measuring of the Quality as a Tool for Quality Improvement in the Kuopio University Library, Finland

1-3 Kuopio University Library, Finland Jarmo.Saarti@uku.fi From the beginning of the 1990’s, different types of quality management and evaluation systems have become integrated into higher education institutes in Finland due to the creation of the European Higher Education Area (EHEA). At the same time a renewal of the higher education legislation and structures was decided to be carried out in Finland. This has meant that the university services, e.g. libraries have had to integrate more efficiently to the core processes of the universities. The paper describes the building of the quality management system in one library and especially how different types on quality measurement systems statistical analyses, benchmarking, surveys are used in order to improve the quality of the library services. A great emphasis is in the management involvement both at the strategic and everyday level.