Presentation on theme: "1 Andy Dawson UCL SLAIS Quality Systems in LIS – The real key to quality A personal and pragmatic view Andy Dawson School of Library, Archive & Information."— Presentation transcript:
1 Andy Dawson UCL SLAIS Quality Systems in LIS – The real key to quality A personal and pragmatic view Andy Dawson School of Library, Archive & Information Studies UCL
2 Andy Dawson UCL SLAIS Contents of this presentation F Some general thoughts on the success - and failure - of quality systems in LIS F What are the factors in achieving a successful system? F Some personal thoughts F The real key to quality F Please feel free to interrupt & discuss throughout!
3 Andy Dawson UCL SLAIS Quality in LIS F Background of LIS Quality implementation in the UK F 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 Andy Dawson UCL SLAIS Summarise approaches to quality as F Quality philosophies F Quality systems F Quality mechanisms F Quality mentality
5 Andy Dawson UCL SLAIS What has worked? F All of the above! F WHEN: –Commitment to a quality ideal –Practical, measureable, appropriate systems –Involvement
6 Andy Dawson UCL SLAIS What hasn’t worked? F All of the above! F WHEN –Quality is not truly recognised or properly defined u Quality is subjective u Quality and fitness for purpose u Quality vs value –Operational needs are overridden u The quest for an external standard u Bureaucracy –The system is subverted u People don’t care u The means become the ends
7 Andy Dawson UCL SLAIS WHY? F What should we be looking for? F The importance of a quality mentality F The importance of a mechanism to implement it F The importance of an operational needs basis F The importance of PEOPLE
8 Andy Dawson UCL SLAIS When should we address these issues? F All the time! –Planning –Development –Implementation –Operation –Maintenance
9 Andy Dawson UCL SLAIS How do we make it work? F Vision F Leadership by example F Transparency and honesty F Teamwork and involvement F Proof by execution F “Keep your eyes on the prize” F Doug Phrang’s point of view
10 Andy Dawson UCL SLAIS Some personal thoughts F On the UK experience F Pervasiveness of true quality management F Importance of commitment F Internal and external use of quality systems F Dangers of subversion F Need to define your own system F Importance of including formal, verifiable mechanisms F Real benefits of a quality system F Being serious – “The house that Jack built”
11 Andy Dawson UCL SLAIS The Continuous Improvement Model Analyse DesignReview Implement
12 Andy Dawson UCL SLAIS The real key to quality F PEOPLE –Our systems are FOR people –They are created BY people –They are delivered THROUGH people F Quality comes by understanding and generating the INVOLVEMENT of people F The PEOPLE are more important than the SYSTEM F People drive the system – NOT the other way round!
13 Andy Dawson UCL SLAIS Thank you for listening – please ask questions! Andy Dawson School of Library, Archive & Information Studies UCL