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Quality Systems in LIS – The real key to quality A personal and pragmatic view

Quality Systems in LIS – The real key to quality A personal and pragmatic view. Andy Dawson School of Library, Archive & Information Studies UCL. Contents of this presentation. Some general thoughts on the success - and failure - of quality systems in LIS

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Quality Systems in LIS – The real key to quality A personal and pragmatic view

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  1. Quality Systems in LIS – The real key to qualityA personal and pragmatic view Andy Dawson School of Library, Archive & Information Studies UCL

  2. Contents of this presentation • Some general thoughts on the success - and failure - of quality systems in LIS • What are the factors in achieving a successful system? • Some personal thoughts • The real key to quality • Please feel free to interrupt & discuss throughout!

  3. Quality in LIS • Background of LIS Quality implementation in the UK • Approaches to quality • Quality Circles • Customer Care • Quality Assurance • Total Quality Management • Investors In People • Chartermarks, Service Level Agreements • Performance Indicators, Benchmarking • Best Value

  4. Summarise approaches to quality as • Quality philosophies • Quality systems • Quality mechanisms • Quality mentality

  5. What has worked? • All of the above! • WHEN: • Commitment to a quality ideal • Practical, measureable, appropriate systems • Involvement

  6. What hasn’t worked? • All of the above! • WHEN • Quality is not truly recognised or properly defined • Quality is subjective • Quality and fitness for purpose • Quality vs value • Operational needs are overridden • The quest for an external standard • Bureaucracy • The system is subverted • People don’t care • The means become the ends

  7. WHY? • What should we be looking for? • The importance of a quality mentality • The importance of a mechanism to implement it • The importance of an operational needs basis • The importance of PEOPLE

  8. When should we address these issues? • All the time! • Planning • Development • Implementation • Operation • Maintenance

  9. How do we make it work? • Vision • Leadership by example • Transparency and honesty • Teamwork and involvement • Proof by execution • “Keep your eyes on the prize” • Doug Phrang’s point of view

  10. Some personal thoughts • On the UK experience • Pervasiveness of true quality management • Importance of commitment • Internal and external use of quality systems • Dangers of subversion • Need to define your own system • Importance of including formal, verifiable mechanisms • Real benefits of a quality system • Being serious – “The house that Jack built”

  11. The Continuous Improvement Model Analyse Review Design Implement

  12. The real key to quality • PEOPLE • Our systems are FOR people • They are created BY people • They are delivered THROUGH people • Quality comes by understanding and generating the INVOLVEMENT of people • The PEOPLE are more important than the SYSTEM • People drive the system –NOT the other way round!

  13. Thank you for listening – please ask questions! Andy Dawson School of Library, Archive & Information Studies UCL

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