Presentation by Nuria Balague (Universitat Autonoma de Catalunya) about Quality Programs. April 14th, 2008, Barcelona

1. EVALUATION AND QUALITY IN SPANISH ACADEMIC LIBRARIES Núria Balagué Deputy Librarian Barcelona, 14 April 2008

3. 1.Evaluation and quality in libraries

4. user needs and expectations The quality gap Library information services value chain library resources and planning library results

12. 2. The three levels of quality assurance 1. European level

15. 2. The three levels of quality assurance 2. National level

17. 1994--

19. Spanish National Plans for Evaluation of the Quality of Universities 1st Plan (1996-2000) • To promote the institutional evaluation. • To compile a homogeneous methodology and common criteria. • To provide society with relevant and objective information on the level of quality of Spanish universities. 2nd. Quality Plan (2001-2006) continued strategic lines of its predecessor. It also sought to promote the participation of the Autonomous Communities by creating autonomic agencies for the quality assessment of higher education. 72 universities 1.450.000 students • To provide educational authorities with objective information for making the decisions under their power.

28. 2. The three levels of quality assurance 3. Initiatives at an Institutional level

29. Best Practices (UAM) Quality teams, TQM (UCarlos III, UAB,…)

30. Strategic plan s (UPC, UNED, La Rioja...)

31. Balanced scorecard (UPF,...)

32. Service charts (UAB, UPF, UPC, …)

33. User surveys (UPC, …)

34. LibQual+ (UB, Granada,… )

35. EFQM (Cádiz, …)

36. Acquisitions Database Non Conforming Database Non Documentary Vendors Database Reading Rooms Database ILL Database VTLS Corrective and Preventive Actions Vendors Continuous Evaluation UAB Libraries ISO 9001 Quality System Users Surveys, Suggestions and Claims SERVICE LEVEL AGREEMENT Internal & External Audits Annual Review of the Quality System Quality Indicators tra cea bi li ty continuous improvement

37. UAB Libraries quality journey ANECA Quality Certification AQU evaluation ISO 9000 quality system certification Quality groups European projects 06 05 04 03 02 01 00 99 98 97 96 95 94 93 92 91 90

38. 3. Summing-up ideas

39. Multicertification?