Proceedings of the 2nd Meeting of the AUNILO Working Committee

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Orgoniled ond Holted by

The AUNILO $ecretqrict(Uniuerfiti lqinr Mqlsyrio Librqny)

trnd Coordinated by

The A'EAN UNIVER'ITY NETWOIRKCompiled by

The AUNILO $ecretsriatI

PROCEEDINGS OF THE SECOND MEETINGOF THE AUNILO WORKING COMMITTEE:

LIBRARY SERVICE QUALITY ASSURANCE

30 NOVEMBER - 2 DECEMBER 2OO5PULAU PINANG

MALAYS'A

Organised and hosfed by the AUNILO Secretariat,Universiti Sarns Malaysia Library andcoordinated by the AUN Secretariat

Compiled by the AUNILO Secretariat

Second Meeting of the AUNILO l4/orking Committee

PROCEEDINGS OF THE 2ND MEETING OF THE AUNILO WORKING COMMITTEE

Contents

AUNILO Secretariat

2005 Participants

Programme

Welcome note from Datin Masrah Hj. Abidin

Opening session

5.1. Welcome address by Prof. Dato' Dzulkifli Abdul Razak

5.2. Opening address by Assoc. Prof. Dr. Piniti Ratananukul

Updates on quality assuranceby Prof. Madya Dr.Zainal Ariffin Ahmad, School of Management, USMChairperson: Mr. Choy Fatt Cheong

Global perspective of quality assurance in librariesby Dr. Alex Byrne, President of IFLA, Acting Pro-Vice-Chancellor and UniversityLibrarian, University of Technology, SydneyChairperson: Prof. Salvacion Manuel Arlante

Meeting

8.'1. Report from the AUNILO Secretariat (USM)

8.1. Report on the AUNILO Portal (UM)

Chairperson: Datin Masrah Hj. Abidin

The Way to go: USM Libraries'milestones on qualityby Datin Masrah Hj. Abidin and Ms. Habsah Abdul RahmanChairperson: Mr. lda Fajar Priyanto

Status of quality assurance in AUNILO member libraries

Chairperson: Ms. Che Norma Bahri

1 0.1. Universiti Brunei Darussalam

10.2. Universitas Gadjah Mada

10.3. Universitas Indonesia

10.4. Universiti Sains Malaysia

1 0.5. Universiti Malaya

10.6. De La Salle University

10.7. University of the Philippines Diliman

'10.8. Nanyang Technological University

No.

1.

2.

3.

4.

5.

6.

7.

Page

A-4

A-6

A -12

A -15

A -16

A -17

B-1

B-6

B-21

B-26

B-31

c-1

c-2c-15

c-24

c-27

c-28

c-32

c-43

c-59

8.

L

10.

Library Service Quality Assurance A-2

Second Meeting of the AWILO lltorking Corntnittee i

10.9. NationalUniversityof Singapore C-67

10.10. Burapha University C-73

10.11. Chulalongkorn University C-80

10.12. Vietnam National University Hanoi C-85

10.13. Vietnam National University Ho Chi Minh City (Natural Sciences Library) C-90

10.14. Vietnam National University Ho Chi Minh City (Central Library) C-96 i

11. Resolutions on quality assurance for AUNILO member libraries D - 1


12. Agenda for the Third Meeting of the AUNILO Working Committee, 2006 in Brunei D - 2Darussalam l

Chairperson: Dr. Haji Suhaimi bin Abdul Karim

13. Social programme

13.1. Visits D-513.2.Dinners D-6

i

i

Library Semice Quality Assurance A-3

Chairperson

Deputy Ghairperson

Secretary

Treasurer

Gommittee

Task Force

Second Meeting of the AUNILO llorking Committee

Datin Masrah Hj. AbidinChief Librarian

Ms. Che Norma BahriDeputy Chief Librarian

Ms. Ramlah lbrahimLibrarian

Ms. ArinawatiAyobLibrarian

Mr. Abd. Akla Wan lsmailLibrarian

Ms. Habsah Abdul RahmanLibrarian

Ms. Zaiton Abdul HalimAd m i n istrative Assrcfanf ( Se cretary)

Ms. Azizah OsmanAd m i n istrative Assistanf

Ms. Nor Sharmiza lsmailAd m i n istrative Assisfanf ( Se cretary)

Ms. Yusliza JusohLibrarian

Ms. Radia Banu Jan MohamadLibrarian

Ms. HusriatiHussainLibrarian

Mr. A. Basheer Ahamadhu Ameer SultanLibrarian

Mr. Abd. Basher AbdullahLibrary Assistant

Mr. Noorazilan NoordinLibrary Assistant

Library Service Quality Assurance

Second Meeting of the AUNILO l4rorking Committee

Standing (eft to right):Mr. A. Basheer Ahamadhu Ameer Sultan, Mr. Al-Rashid Kalandar Mastan, Ms. HusriatiHussarn,Ms. Yusliza Jusoh, Ms. Nor Sharmiza lsmail, Ms. Zaiton AbdulHalim, Ms. Azizah Osman,Mr. Noorazilan Noordin, Mr. Abd. Basher Abdullah

Sitting (left to right):Ms. ArinawatiAyob, Ms. Ramlah lbrahim, Ms. Che Norma Bahri, Datin Masrah Hj. Abidin,Dr. Alex Byrne, Prof. Dato'DzulkifliAbdul Razak, Assoc. Prof. Dr. Piniti Ratananukul,Ms. Nuchanaft Vanichbutr, Ms. Achavadee Sensafhien, Ms. Habsah Abdul Rahman,Ms. Radia Banu Jan Mohamad


Second Meeting of the AUNILO Working Committee

2005 Participants

No. Country Name/ Designation Contact

I BRUNEIDARUSSALAM

Awang HajiAnifa Nazree binHajiAbd Ghani, Mr.

(Sysfems Analyst)

Universiti Brunei DarussalamJalan Tungku LinkGadong 8E1410Brunei DarussalamTel: 673 246001 ext.1248Fax: 673 2463665E-mail : [email protected] : htto://www.ubd.edu.bn/librarv/main.htm

2. BRUNEIDARUSSALAM

Suhaimi bin HajiAbdulKarim, Dr. Haji(Acting Chief Librarian)

LibraryUniversiti Brunei DarussalamJalan Tungku LinkGadong BE 1410Brunei DarussalamT el: 673-246001 ext. 12601 1257Fax:673-2460504E-mail : [email protected]

[email protected] : htto://www.ubd.edu.bn/librarv/main.htm

3. INDONESIA lda Fajar Priyanto, Mr.(Director)

UPT Perpustakaan UGMUniversitas Gadjah MadaBulaksumur 16 Yogyakarta 55281lndonesiaTel.: 902641 1902642Fax: +62 (274) 513163E-mail: [email protected] : htto://lib.uqm.ac.id/home.php

4. INDONESIA LukiWijayanti, Ms.(Library Director)

Perpustakaan Pusat Universitas IndonesiaKampus Ul Depok 1642Jl. Margonda Raya, DepokJawa Baratlndonesia 16424Tel.: 62-21-7270751Fax: 62-21-7863469E-mail: [email protected] : http://www.lib.ui.ac.id

5. MALAYSIA Che Norma Bahri, Ms.(Senior Librarian)

Perpustakaan Hamzah SendutUniversiti Sains Malaysia1 1800 USMPulau PinangMalaysiaTel.: 604-6533888 ext. 3887Fax: 604-6571526E-mail: [email protected] : htto://www.lib.usm.mv



o. MALAYSIA Masrah Haji Abidin, Datin(Acting Ch ief Librarian)

Perpustakaan Hamzah Sendut,Universiti Sains Malaysia,1 1800 USMPulau PinangMalaysiaTel.: 604-6533888 ext. 3700Fax: 604-6571526E-mail: chiefl [email protected] : http://www.lib.usm.mv

7. MALAYSIA Noriyah Md. Nor, Ms.(Chief Librarian)

PerpustakaanUniversiti Malaya50603 Kuala LumpurTel.: 603-79567800Fax: 603-79573661E-mail: ketua [email protected] : http://www.umlib.um.edu.mv

8. PHILIPPINES Perla Garcia. Ms.(Director)

De La Salle University Library2401Taft Avenue, Malate, Manila 1004PhilippinesTelefax: (632) 524-8835; (632) 536-0244E-mail: [email protected] : htto://www.dlsu.edu.ph/librarv

9. PHILIPPINES Salvacion Manuel Arlante. Prof.( U n ive rsity Li brari an)

University LibraryUniversity of the Philippines DilimanGonzalez Hall, cor Apacible St., Diliman,Quezon City. 1101 PhilippinesTel.: (632) 926-1877Fax: (632) 926-1876E-mail: [email protected] : http:i/www.mainlin.uod.edu.oh

10. SINGAPORE Ang Seok Hian, Samantha, Ms.lSenior Ass ista nt D i rector)

Nanyang Technological UniversityLee Wee Nam LibraryNorth Spine 350 Nanyang AvenueSingapore 639798Tel.: 65-67905643Fax: 65-67914637E-mail: [email protected] : htto://www.ntu.edu.sq/librarv



11. SINGAPORE Choy Fatt Cheong, Mr.( U n ive rsity Librari a n )

Nanyang Technological UniversityLee Wee Nam LibraryNorth Spine 350 Nanyang AvenueSingapore 639798Tel.:65-67905207Fax: 65-67914637E-mail : [email protected] : htto://www.ntu.edu.sq

12. SINGAPORE Kim-chiew Ah Too. Ms.(Senior Librarian)

LibraryNational University of Singapore12Kent Ridge CrescentSingapore 119275Tel.: 68742060Fax:67778581E-mail : [email protected]:http ://l ibpweb. nus.edu.sq/web/MCSK

'13. SINGAPORE Wong-Yip Chin Choo,Jacqueline, Ms.

( De p uty U n ive rsity Librari an)

Nanyang Technological UniversityLee Wee Nam LibraryNorth Spine 350 Nanyang AvenueSingapore 639798Tel.: 65-67905208Fax:65-67914637E-mail: [email protected] : http://www.ntu.edu.sq

14. THAILAND Achavadee Sensathien, Ms.(Programme Officer, AUNSecretariat)

ASEAN University NetworkRoom210, Jamjuree 1 BuildingOffice of the AUN SecretariatChulalongkorn UniversityPhayathai RoadBangkok 10330, ThailandTel. : (66-2) 21 8-3256, 218-3258, 21 5-3640Fax: (66-2) 216-8808Email: [email protected] : htto:/iwww.aun.chula.ac.th

15. THAILAND Kwanchadil Phisalphong, Dr.(Director)

Burapha University169 Moo 7, SaensukBang Saen, Chonburi20131ThailandTel.: (6638) 390 047, 745 900 cia 4009Fax.: (6638) 390 351 ,390 047E-mail: [email protected] :

h tto ://www. I i b. b u u . a c. th/we b n ew/i n d exe. h tm I


Second Meeting of the AUNILO l(orking Committee

16. THAILAND Nuchanart Vanichbutr, Ms.(Programme Officer, AUNSecretariat)

ASEAN University NetworkOffice of the AUN Secretariat2nd floor, Jamjuree I BuildingChulalongkorn UniversityPhayathai RoadBangkok 10330, ThailandTel. : (66-2) 218-3256, 218-3258, 21 5-3640Fax: (66-2) 216-8808Email: [email protected] : htto://www.aun.chula.ac.th

17. THAILAND Pimrumpai Premsmit, AssistantProf. Dr.

(Director)

Center of Academic ResourcesChulalongkorn UniversityPhayathai Rd., PathumwanBangkok10330. ThailandTel. : (662) 21 8-2903, 21 8-2929Fax. : (662) 21 5-3617, 218-2907E-mail : [email protected] : http://www.car.chula.ac.th

'18. THAILAND Piniti Ratananukul, Assoc. Prof.Dr.

(AU N Executive Director)

ASEAN University NetworkOffice of the AUN Secretariat2no floor, Jamjuree I BuildingChulalongkorn UniversityPhayathai RoadBangkok 10330, ThailandTel. : (66-2) 21 8-3256, 218-3258, 21 5-3640Fax: (66-2) 216-8808Email: [email protected] : http://www.aun.chula.ac.th

19. VIETNAM MaiThanh Truc. Mr. Library and lnformation CentreVietnam National University Hanoi144 Xuan Thuy Str.Cau Glay Dist.HanoiTel.: (84-4) 7546545 (15)Fax: (84-4) 7547900E-mail: [email protected] : htto:i/www.lic.vnu.edu.vn

20. VIETNAM Nguyen Huy Chuong, Mr.(Director of Library and

I nformation Centre [LlC])

Library and Information CentreVietnam National University Hanoi144 Xuan Thuy Str.Cau Glay Dist.HanoiTel. : (84-4) 7 54654517 546558Fax: (84-4) 7547900E-mail: [email protected] : htto://www.lic.vnu.edu.vn

Library Serttice Qualiry Assurance A-9


21. VIETNAM Nguyen Minh Hiep, Mr.(Director)

Natural Sciences Library,Vietnam National University Ho Chi Minh City227 Nguyen Van Cu st., Dist. 5,Hochiminh City Vietnam

Tel.: (84-8) 8397644Fax: (84-8) 8350096E-mail: [email protected]

[email protected] : htto://www.vnuhcm.ac.vn/

22. VIETNAM Pham Van Trien, Mr.(Vice Director)

Vietnam National University Ho Chi Minh City227 Nguyen Van Cu st., Dist. 5,Hochiminh City Vietnam

Tel.: (84-8) 8397644Fax: (84-8) 8350096E-mail: [email protected] : htto://www.vnulib.edu.vn/



Standing (left to right):Ms. Che Norma Bahri, Mr. Nguyen Huy Chuong, Mr. Pham Van Trien, Mr. Awang HajiAnifaNazree bin HajiAbd Ghani, Ms. Kim-Chew Ah Too, Dr. Kwanchadil Phisalphong, Mr. MaiThanhTruc, Ms. LukiWijayanti, Mr. & Mrs. Nguyen Minh Hiep, Asst. Prof. Dr. Pimrumpai Premsmit,Ms. Jacqueline Wong-Yip Chin Choo, Ms. Samantha Ang Seok Hian

Sitting (leftto right):Dr. HajiAwang Suhaimibin HajiAbdulKarim, Prof. Salvacion M. Arlante, Assoc. Prof. Dr. ZainalAriffin Ahmad, Datin Masrah Hj. Abidin, Dr. Alex Byrne, Prof. Dato'DzulkifliAbdul Razak, Assoc.Prof. Dr. Piniti Ratananukul, Mr. Choy Fatt Cheong, Mr. lda Fajar Priyanto, Ms. Perla T. Garcia,Ms. Noriyah Md. Nor



Programme

29 November 2005 (Tuesday)

TIME ACTIVITY VENUE

Arrival and check-in hotel Gurney Hotel

30 November 2005 (Wednesday)

TIME ACTIVITY VENUE

08:30am Registration for meeting & seminar Ballroom, 3rd floor

09:0Oam Opening sessionWelcome addressby Prof. Dato' DzulkifliAbdul RazakVice-ChancellorUniversiti Sains Malaysia (USM)

Opening addressby Assoc. Prof. Dr. Piniti RatananukulExecutive DirectorASEAN Universitv Network (AUN)

Ballroom

09:30am Photography session of AUNILO WorkingCommittee Members

Ballroom

10:00am Tea-break Ballroom

'10:30pm Updates on quality assuranceby Prof. Madya Dr.Zainal Ariffin Ahmad, Schoolof Management, USM

Chairperson: Mr. Chov Fatt Cheono

Ballroom. 3rd floor

'12:O0pm Lunch-break Coffee House. 1st fl.

02:00pm Global perspective of quality assurance inlibrariesby Dr. Alex ByrnePresident of IFLAActing Pro-Vice-Chancellor and UniversityLibrarian, University of Technology, Sydney

Chairperson: Prof. Salvacion Manuel Arlante

Ballroom

03:30pm Tea-break Ballroom

03:45pm Meeting. Report from the AUNILO Secretariat (USM). Report on the AUNILO Portal (UM)

Chairperson: Datin Masrah Hi. Abidin

Ballroom


Second Meeting of the AUNILO lilorking Committee

4:45pm End of Day 1

0B:00pm Welcome dinnerhosted by Prof. Dato' DzulkifliAbdul RazakVice-Chancellor, USM

LangkawiTiomanRoom, Level 1,Evergreen LaurelHotel

1 December 2005 (Thursday)

TIME ACTIVITY VENUE

09:O0am The Way to go: USM Libraries' milestones onqualityby Datin Masrah Hj. Abidin and Ms. Habsah AbdulRahman

Chairperson: Mr. lda Fajar Priyanto

Function Hall 1

2nd floor

10:00am Tea-break Foyer,Function Hall 1

10:1Spm Status of quality assurance in AUNILOmember libraries- each member library to give a '1O-minute

presentation on quality assurance accompaniedby a written report

Chairperson: Ms. Che Norma Bahri

Function Hall 1

12:30pm Lunch-break Coffee House,1st floor

02:30pm Resolutions on quality assurance for AUNILOmember libraries


Function Hall 1

03:30pm Tea-break Foyer,Function Hall 1

03:45pm Agenda for the Third Meeting of the AUNILOWorking Committee,2006 in BruneiDarussalam

Chairperson: Dr. Haji Suhaimibin Abdul Karim

Function Hall 1

4:45pm End of day 2(Free activity and dinner at participants'expenses)

2 December 2005 (Friday)

TIME AGTIVITY VENUE

08:15am Participants gather for Visit Program Lobby,Gurney Hotel



08:30am Depart hotel for USM Engineering Library inNibono Tebal

09:20am Arrive at the Library

09:30am Welcome speech by Mr. Mohd. Pisol Ghadzali,Deputy Chief LibrarianTour the Library

11:30pm Buffet lunch hosted by the Engineering Library

12:15pm Depart for Hamzah Sendut (HS) Library, USM,Penang

01:15pm At the Library

02:1Opm Participants gather for next visit HS Library

02:15pm Depart for the Aquarium in Batu Maung, Penang

02:45pm Visit the AquariumBriefing by Miss Nor Hadzirah Ramli, Librarian

03:40pm Board the bus to go to the lan R. Smith Library,WorldFish Centre

03:45pm Briefing by Miss Chu Bee Leng, Information andCommunication AssistantTour the lan R. Smith Library, WorldFish Centre

04:45pm Board the bus to go to Penang Botanic Gardens

05:30pm Guided tour around the Garden

06:30pm Return to the Hotel

08:00pm Farewell Dinnerhosted by the USM Library

lchiban,1st floorGurney Hotel

Library Service Quality Assurance A-t4

Second Meeting of the AUNILO l4torking Committee

Welcome note

from Datin Masrah Hj. AbidinChairperson of the AUNILO Secrefariat & Chief LibrarianUniversiti Sarns Malaysia Library

Dear delegates,

I would like to extend my very warm welcome to all of you toPenang. We are very honoured to be appointed as the AUNILOSecretariat for 2004-2008 and hosting the Second Meeting of

ASEAN University Network Inter-Library Online. (AUNILO) Working Committee held at the GurneyResort Hotel and Residences, Penang from 30'n November to 2no December 2005.

In conjunction with this prestigious Meeting, we have also organized a one-day seminar with thetheme "Library Service Quality Assurance". This seminar brings two renowned speakers to giveinsights about library services and quality assurance. They are Dr. Alex Byrne, President oflnternational Federation of Library Associations and lnstitutions (IFLA), Acting Pro-Vice-Chancellor and University Librarian, University of Technology, Sydney and Assoc. Prof. Dr. ZainalAriffin Ahmad, Deputy Dean (Postgraduate Studies), School of Management, Universiti SainsMalaysia. This seminar receives a good participation from information managers andprofessionals in various institutions all over Malaysia.

The Meeting will begin with the report from the AUNILO Secretariat (Universiti Sains Malaysia)and the report on the AUNILO Portal (Universiti Malaya). This is followed by a paper presentationon the USM Libraries' milestones on quality. Subsequently, each member library presents areport on the status of quality assurance in their universities.

In addition to that, the Meeting will discuss the resolutions on quality assurance for AUNILOmember libraries and the agenda for the Third Meeting of the AUNILO Working Committee whichwill he held in Brunei in 2006.

After two days of profound discussion, the delegates will be taken to visit various institutions andinteresting places around Penang. The visiting day will bring delegates across the PenangBridge to the Engineering Campus, USM in Nibong Tebal. Returning to the island, they will visitthe Hamzah Sendut Library 1, USM, the Aquarium and the lan R. Smith Library at the WorldFishCentre in Batu Maung. Later in the afternoon, they have a chance to walk around the PenangBotanic Gardens, Penang's unique asset, being the only gardens of its kind in Malaysia.

To conclude, I would like to thank all of you for participating in this Meeting. Wishing you all thebest, I am looking forward to seeing you in Brunei.

Library Sewice Quality Assurance A-15


Welcome address

by Prof. Dato'Dzulkifli Abdul Razak,Vice-Chancellor, Universiti Sarns Malaysia

Assalamu'alaikum and good morning,

Datin Masrah Hj. Abidin, Acting Chief Librarian andChairperson of the AUNILO Secretariat,

Dr. Alex Byrne, President of the International Federation ofLibrary Associations and lnstitutions, Acting Pro-Vice-Chancellor

and University Librarian of the University of Technology, Sydney,

Assoc. Prof. Dr. Zainal Ariffin, Deputy Dean (Postgraduate Studies), School of Management,USM

Assoc. Prof. Dr. Piniti Ratananukul, AUN Executive Director, and

AUNILO working committee, guests and participants of the seminar.

I would like to welcome all of you to Penang and to this AUNILO Working Committee Meeting. I

would like take this opportunity to congratulate Dr. Alex Byrne for his appointment as thePresident of IFLA and the Acting Pro-Vice-Chancellor of the University of Technology, Sydney;and to Assoc. Prof. Dr. Piniti Ratananukul for his appointment as the new Executive Director ofthe ASEAN University Network (AUN).

I would also like to congratulate the USM Library for the appointment of the AUNILO Secretariat2004-2008. This Secretariat will collaborate with the AUN and coordinate activities amongmember libraries, such as the exchange and training programme for library personnel. The roleof AUNILO includes cooperation through expertise and resource sharing among ASEAN libraries.It shares information and harness ICT for the development of world class libraries.

As we all have noted the theme of this second meeting is "Library Service Quality Assurance".Deliberations on quality assurance are initiative towards producing an evaluation criteria andindicator which could be standardized at our ASEAN level. This then could be compared againstthe ISO standard on library performance indicators 1SO11620, 1998 and the IFLA guidelines forperformance measurement in academic libraries.

USM Library's milestone towards achieving quality is marked by the success in acquiring the ISO9002:1994 certification in 2001 for the Main Campus library. As required by the Standards Body,all certified institutions were to upgrade the 1994 version to the 2000 version. With thisrequirement, the Library then took the initiative of certification for all three campuses. Effectivenetworking was necessary and thereby the introduction of documentation in a digital format(e-Doc) in 2002. Since then, they have succeeded in maintaining the certification and again in2004, the Reassessment Audit has extended its certification to 2007.

I hope everyone will benefit from the exchange of ideas and deliberations toward achievingquality service assurance. I also hope delegates will have a fruitful meeting and discussion, andenjoy the stay in Penang.

Thank you very much.



Opening address

by Assoc. Prof. Dr. Piniti RatananukulAUN Executive Director

Professor Dato' DzulkifliAbdul Razak, Vice Chancellor,Universiti Sains Malaysia

Datin Masrah HajiAbidin, Acting Chief Librarian,Universitit Sains Malaysia

Distingu ished Participants,

Ladies and Gentleman

Selamat Pagi, Good Morning, my first Bahasa Melayu that I just learned from a staff this morning.It is a great pleasure for me to be here in the beautiful island of Malaysia. This is my firstopportunity to meet you all. At the 1't AUNILO" Working Committee tvteeting in April last year,we agree that the committee shall meet at least once a year to plan, prepare and assessactivities. Thus, today is our good time, since this is already end of November 2005 which morethan a year since you had met each other in Singapore.

Before I move on, I would like to recall you on what we have done and have been successful sofar.

First, as an immediate step, the AUN homepage had been developed with hyperlinks to thehomepages of Member Universities at the website www.aun.chula.ac.th. and just recently, wehave again designed and developed the AUN website for the most updated information and easyaccess. I am pleased to invite you to visit our website and welcome you to share activities andupdate each other through this channel. Besides, at the AUNILO Conference in Manila in 2002,we shared what we have in our member libraries including lT infrastructure, digital academicresources and services, as well as copyright and licenses.

Second, the AUNILO Secretariat had already been formed by Universiti Sains Malaysia Library.This was agreed at the First Meeting in Singapore. The Secretariat has been operating during2004-2008 in order to coordinate the collaborative activities among member libraries. l, on behalfof the AUN, would like to take this occasion to express my profound thanks to Universiti SainsMalaysia Library and all their staff for the commitment to be AUNILO Secretariat.

Third, the AUNILO portal was also set up by Universiti Malaya Library, I am sure that you all hadalready visited this website. Also thanks to the Universiti Malaya Library,

What is the next step from today? | would like to say that from now we have to move gradually,little by little toward ultimate goal that we, the AUN, intends to develop our network into a virtualuniversity through a number of supporting activities such as online courseware ASEAN StudiesProgramme and AUN Inter-Library Online, and pilot programme for establishing an ASEANUniversity.

According to the theme "Library Service Quality Assurance", I consider QA as one of the waysthat can make us to reach our goals. ln the view of the increasing importance of qualityassurance in higher education and in many organizations, terms such as standards, recognition,and fitness for purpose or quality are becoming the key words. There is a growing consensus in

Library Service Quality Assurance L-1,7


higher education institutions in our region that quality assurance is of real importance, relevanceand value.

Considering QA as an important priority, the AUN thus initiated the AUN-QA project in 1998 aspioneering regional QA movement in order to improve educational quality of AUN memberuniversities. I would like to emphasise that the effort toward the AUN-QA builds on therecognition and respect of the differences among our members and moves towardsharmonisation of educational standard. Here I am pleased to inform you that through a series ofAUN-QA workshops during 2001-2004, we had successfully produced the AUN-QA Guidelines asa published manual and reference for the distinct and unique QA movement in ASEAN. To putthe Guidelines into practice, we will be organising the QA training workshop in December thisyear to train the Chief Quality Officers of AUN to perform self-assessment and audit.

Today, I am also grateful that we have the two distinguished resource persons with us, AssociateProfessor Dr.Zainal Ariffin Ahmad from schoolof Management, Universiti Sains Malaysia and Dr.Alex Byrne from University of Technology, Sydney. Their knowledge and experience, I believe,can be the invaluable food of thought for our discussion and sharing for later today and tomorrow.There are still many to do and many lessons to be learned. Many challenges to meet andprobably difficulties to unravel.

Before we will proceed to another session this morning, I would like to express my heartfeltthanks and sincere appreciation to Universiti Sains Malaysia for kindly hosting this Meeting andfor their superb arrangement prior and during the event. My sincere thanks also go all USM staffand, the ones that I can not forget to say thank you are all of you who have traveled from faraway to attend our meeting.

I think it is already time that we shall start working now and I wish the meeting will yield greatoutcome.

Terima kasih, thank you.


Second Meeting of the AUNILO Iilorking Committee

Updates on Quality AssuranceByAssoc. Prof. Dr. Zainal Ariffin AhmadDeputy Dean (Postgraduate Studies)Scltool of ManagementU niversiti Sains Malaysia

Chairperson: Mr. Choy Fatt Cheong

Updates

. Transition from ISO 9000:1994 series to9001:2000 version in December 2003

. Worldwide - 500,125 certificates oflSO9001:2000 issued in 149 countries asof Dec 2003 (lSO, 2004)

. Malaysia - 3,758 organizations adoptedlSO9001 :2000 (Bernama, 2005)

. Libraries - how many are |SO-certified?

m Novembr 2m5 Smina on Ubrrv *ryr@Q!alilvA$urm@

Seminar on LibEry Seryice Ouality Assurance2.d ASEAN University Network Inter-Library Online

AUNILO Working Committee30 November 2005

Updates on Quality Assurance

Associate Professor Zainal Ariffin AhmadDeputy Dean

School of ManagementUniversiti Sains Malavsia

lssues regarding QA

. ISO 9000 standards - design andimplementation of organization's qualitymanagement system vary based on theproducts or services provided, processesemployed, size & structure of theorganisations

30 Nov€mbd 2005 $minaron Lrbrary$NieQuahlyAsran€

Research Findings on QA

. Internal-driven certification tend enjoyhigher overall benefits than external-driven(Gotzamani & Tsiotras, 2002)

. ISO certification may not improve financialperformance (Adam et al., 1997; Huarng eta|.,1999, Heras, Dick & Casadesus, 2002)

. A major factor influencing actual quality is theorganization's knowledge of qualitymanagement (Adam et al., 1997)

30November2005 *.ffi|ili,ffg"";M*

B-1Library Service Quality Assurance

System Structural View of QualityManagement

Source: (Astley & Van de Ven,l983: Ben$n, Saraph, & Schrceder, 1 99 1 )

30 Mvme405 $minron Lrh.ry$toi@O!.liVAsr.E

OrgaialbnalRspore b EnsucSuMEUEfiacliffi


10 Dimensions of Quality Contextfor Libraries to consider

. lmproving corporate systemization

. Promoting corporate image

. lmproving product quality

. Enhancing intemational competitiveness

. Developing international markets

. Customer reouests

. Follow the heat wave of markets

. Pressure from competitors

. Request from government policy

. lmproving employee's fringe benefits

30 Mk 2005 S.mnr s Uhry SeMeOur[&A$rre

8 Quality Management Practices

. Customer focus

. Leadership

. People Involvement

. Process Approach

. System Approach to Management

. Continual lmprovement

. Factual Approach to Decision Making

. Mutually Beneficial Supplier Relationships

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QA & the Library

. Why do libraries need to be lSO-certified?

(internal vs external drivers)

. What aspects of the library's products and

services need quality assurance?

. What is the quality context for libraries?

30 Nwomhr2m5 Sqnharon LibarySe0bOulitr Asurane

Library Service Quality Assurance B-2

QA and the Library

. The Question: to be or not to be certified?

. The Answer:

. ISO certification +ve relationship withperceived benefits, organizational quality

context, and implementation process

30 Novembqmos S€minr on Lib.ary S€Me0ualityAsura@


ReferencesAdam, E.E., Corbett, M.L., Flor6, E.8., Hari$n J. N., L€, T.S. Rho, B.H., Ribera J.,

Sam$n. D. & W6tb@k. R., (1997). An intemational studv of ouahtv man&ementappoeh and filr perfrcna @. lntemau@d J@nal of Oi86l@s & PndictionMa o a ge re n t, 1 7 19), E/,247 3.

As{ey, W.G. & Vo de Vo, h. A. (1983). Cenbal psEliv6 and debat6 inoEantrabnal lhsry. Administrctiw *ierce Quattedy, 2aQ r, 241273.

Ben$n. P.G.. SaEoh. V.J., & Schrc€der, G.R. ('1991). The eff@b of oeaniational@nten on qualiiy management An empiricdl invdstioaton. Managotwt Sderce,37(9). 1 107:1 1 24.

Her6. 1., Dick, P.M. G. & Ced6us, M. (2001). ISO 90m H6tlanb' imDel on sl6and pEnbbilitv: A lorcrMind analwis of ffirfrcmane before and aftdr eredii€tjonlntemational tonal6f Quality & Rbliability Marage@t, 19(2), 151-169.

Gokamani, D.K. & Tsiof6,D.G. (20@). The true motivs behind ISO 9000 cstifi€lion:Their eff6l on the ovsall certifi€ton benefb and lonq tem @ntributions towadsTQM. lntomatjonal Joumal of Qudity E Reliability Manegerent, 19(21

Huamq. F. Hornq, C. & Chen. C. (1999). A studv of ISO 9000 orcc6s. motivation andpe-rfomane: Iotal Ouality Managdrent, 1d(7) 100$10251

(crdil d€ to Fong T6k Cha, USM Mil ddidate)

& Ndcmbr 2ffi S6minsn UbrarvS.ruic.QuaiilvA$urec€

Discussion

. Sharing of Success Stories

. Quality Management System (OMS)Template for Libraries

. Critical success factors for ISO 9001implementation in Libraries

. Action plan

30 Novembr206 $minaron LiUary$M@QualityAsran@

QA & the Library

. Why do libraries need to be ISO-certifi(internal vs external drivers)

What aspects of the library's productsseruices need quality assurance?

. What is the quality context for libraries?

30 November 2005 S€minaron Library Se&iceQualitvA$uran@



Additional Notes from PresentationUpdates on Quality Assurance

By Assoc. Prof. Dr. Tainal Ariffin Ahmad

3,758 organisations in Malaysia have adopted ISO certification.

lf a person does not believe in quality principles, it weakens the quality chain of the process andquality of the whole organization. Therefore, it takes leadership and people involvement.

Process ApproachEvery process is inter-link and inter-dependant.

System ApproachLooks at everything. From the way the organization is run and throughout, even the dustbin ispart of quality.

lmportant factors are people involvement and leadership. Maintainance is more difficult thangetting first certified. QA is not about graphs or statistics. lt just compares and contrasts bygraph. Quality is not the library alone. lt is everybody's concern, book suppliers, contractors etc.You may have workshops for students or academics to understand your library's quality systemso that they know what to expect. There is no room for "no I don't knov/'. lf the answer is notavailable, then you must provide referral service.

10 Dimensions of Quality contexte.g. First impressions on quality is the counter, staff, shelves, brochures and information. Allthese bring out the image of whether the library is run professionally. Quality system helps us todo this.

Enhancing competitivenessWorld class libraries, do you have these characteristics? Are you measuring that?

Developing international markets, seeing outside countries, how do you use QA systems to helpyou in this effort? Are your customers demanding this? As for suppliers, they do demand ISOcertification.

Are you a follower or a leader? ln your field, every organization is a business. Therefore youneed to know who your competitors are.

QA must be built into your budgeting system or any important parts of the system. ls it necessaryto have the ISO certification? How is QA improving your employees' life and workingenvironment? What is the tardiness or sabotage?

Attitudes are harder to move. You cannot shift attitudes. This is a challenge in QA.



A:

Question and answer session (Q & A)Updates On Quality Assurance

by Assoc. Prof. Dr. Zainal Ariffin Ahmad

Gomment:

Q.1:

Q.2:

Q.3:

Ms. Noriyah Md. Nore-Documentation is much easier as there is no need to build up tons of paper.with Internet access, any staff can see work instructions. This is what we havedone in UM.

Assoc. Prof . Dr. ZainalAriffin Ahmade-Documentation is indeed good. When you embark on multi-campuscertification, the scope must state that. I have worked with companies that havelimited scope and therefore had to redo documentation.

Prof. Salvacion Manuel Arlantels the ISO imposed by the government and universities are expected toimplement. Are there any universities that have not done so and what happens?

The government circular (PKPA) stated that by 1997 att public agencies (385) arestrongly encouraged, though not all have done so and there is no punishementper se. Those who have done are used as Benchmarks for others. Somefinancial signs need to be allocated and that is why the government did not comeout with a Circular. My colleagues from the USM Library can share how ISOcertification was acouired.

Ms. Perla T. GarciaHas there been any target for the government?

It was 17 public institutions but when the circular came only 13. The governmentnever came out with the actual percentage. 20 percent have come out withprocesses but no certification per se.

Mn Ramli Abdul Samad, Uviversiti Sains Malaysialf institutions have ISO there is no guaranteeof quality, i.e. without properdocumentation you can still have Quality Assurance.

It does not guarantee QA. The onus is with the organization. lt all lies with thepeople in the system. one of the literature cited that 5 percent of people in theorganization whether libraries or others, will not move if the chief does notbelieve in it. Your role in quality service is to find out why. The discretion has tocome from the chief librarian to see if the reluctant workers will subscribe. lf youdo not believe in it, get out. Perception of clients that deal with you (lSOcertified) and you do not demonstrate quality, your behaviour will reflectnegatively on the whole university and not just the library.

I think we need to ask ourselves why we do not believe in the system. lf youthink you have a better system why not share it with others. In USM we haveISO 9000. lt is not easy to convince others to behave in a quality way. Oursystem demonstrates that we have quality. Ask ourselves, do we uphold eA inour system. lf not you are just wasting the organisation's time.

A:

A:



Global Perspective of Quality Assurance inLibrariesBy Dr. AIex ByrnePresident of IFLAPro-Vic*Chancellor and U niversity LibrarianUniversity of Technology, Sydney

Chairperson: Prof. Salvacion Manuel Arlante

Dr Alex Byrne is the Pro Vice Chancellor (Teaching & Learning) and Vice President (Alumni &Development) at the University of Technology, Sydney.

Dr Alex Byrne's responsibilities as Pro-Vice-Chancellor and Vice-President (Teaching andLearning) and Vice-President (Alumni and Development) include:

{. Overseeing of the University's course planning and course review processes* Planning, reviewing and enhancing the quality of the University's teaching and

educational delivery* Developing and implementing strategies for the technological support of learning* Ensuring effective learning support for students* Directing the University's priorities for community engagement.1. Advancing the University's relationships with its alumni and establishing a development

program

Alex plays an active role nationally and internationally in matters relating to libraries andinformation services. He is the President of the International Federation of Library Associationsand Institutions which represents those professional fields globally.

Alex's broad expertise in information policy has been demonstrated through many appointmentsto Federal and Northern Territory Government, AVCC, library and information technologycommittees and boards as well as submissions to inquiries and many publications. Hispublications are primarily in information management, community empowerment and humanrights, with particular regard to freedom of expression and access to information. He was afoundation member of both the AVCC/DETYA Higher Education Information TechnologyConsultative Forum and the Northern Territory Government's Information Industry AdvancementGroup and latterly has worked at an international level on the World Summit on the lnformationSociety and in the preparation of numerous statements and declarations including the /FLAStatement on Open Access to Scholarly Literature and Research Documentation (2003) whichaddresses some of the fundamental issues underpinning access to digital information. In hisposition as University Librarian at UTS, he initiated an open access press, UTSePress, inJanuary 2004.


Second Meeting of the AUNILO lVorking Committee

Role of IFLA - the Three Pillars

Globally intedependent, $Uw and engagod(Fliry tu 2hCaq U!i6i9

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IFLA's Three Pillars

IFLA works with partners to addr€ss sharedpriorities:

. l{4SrS - €ngagement with the WorldSummit on the Information Society &other intemational arenas

- Blue Shleld -with InternationalCouncil of Museums, InternationalCommiftee on Monuments & Sitesand Intemational Council on Archives

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The first and key question

. What are the crucial aspects of library servicesto measure to ensure the library is responsive,efficient and effec'tive?

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A more fundamental question

. What are these twenty-firt century libraries whoseperformance we wish to measure?

- What is the value of libraries at all in the twsnty-firstc€ntury?

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+ Libraries and information services servesociety by preserving memory, feedingdevelopment, enabling education &rssearch, and supponing intemationalunderstanding & community well being.

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Library Seryice Quality Assurance B-7

Second Meeting of the AUNILO Lltorking Committee

IFLA'S Three Pillars

. As the global voice for libraries &information services and the profession,IFLA has always been vitally concemedwith improving methods, technical meansand standards

Uppsala University Library, Sweden


r IFLA' special programs directed towardsprofessional concems:

- ALP - Action for Development throughLibraries program

- ICABS - IFLA-CDNL Alliance forBibliographic Standards

- PAC - PreseNation and Conservation

- UNIMARC

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o IFLA's membership olfers global reach:

. 1700+ members fom 150+ countriesincluding national, intemational &specialist library associations, librariesand information services, corporatepartners and individuals

- IFLA's members contribute time &resources to achieye IFLA'S goals toimprove libraries & informationpractice & to serve global society

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'!!lGovemfr@, stafl.nd IFLANET erc the key enebhE

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World Summit on the Information Society

r IFLA's engagement with WSIS helpedemphasise the needs of society

o The Declaration of Principles and Plan ofAction agreed in Geneva in December 2003recognised the importance of libraries andinformation services and the key issues ofconcem to the sector

r The Tunis phase was about tuming thesewords into action

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B-8Library Service Quality Assurance


The 1'l key principles "for building an inclusive InformationSocieq/ in the WSIS Declaration of Principtes, Geneva,2003 include:

2. Information and communication infmstructure: an essentialfoundation for an inclusive infomation society

3. Access to information and knowledge

8. Cultural diveGity and identity, tinguistic diveBity and tGlconrent

'10. Ethical dimensions of the Infomation Society

1 '1. Intemational and reqnnal coooemtion@tiry fd2l.ic@UD6

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IFLA's outcomes ftom WSIS

c Protectjon of the public domain and balance inintellectual property legislation

e Open access to knowledge, including scientiflc andtechnical knowledge

r Preservation of cultural heritagec Standards to ensure interoperabilityr Capacity building and enabling provisions: Equitable access to the Internet and lCTs

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IFLA's aims

. lmprovement of the profession through better methods,standards and collaboration

. Better service to society by helping to address importantsocietal challenges through extending the reach of libraryservices, and improving their relevance and quality

. Greater value for IFLA mombers so that our global bodywill grow stronger

- The importance of partneFhipt

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IFLA's outcomes from WSIS

r An inclusive vision of an Information Society in whicheveryone can create, access, use and share information andknowledge

r Freedom of access to information and freedom of exoression

r Cultural and linguistic diversity

r Lifelong literacy

e Support for the disadvantaged and disabled

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WSIS scorecard

r IFLA looking at ways of measuring progress towardsachieving the WSIS goals in the areas of interest tolibraries

. Possible scorecard (cf Acacia Atlas - UNDP Africa) everytwo years to 2015

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The importance of quality


Quality

e Considered IMPORTANT but have fundamental structuraloroblems

- "there may be no libraries to provide these excellentservices to readers in ten or fifteen years' time' if theproblems are not addresseo

' Coats, T. 2004, Who's in chaee? Respnsibility fot thePublic Library Sevie, np, Libti,

o.1

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. lf libraries are to deliver what we have claimed for oursector, then we have to

- provide what people need

- delight by managing expectations

- ensure consistency and quality in ALL of our services

r This means being truly client centred - seeing ourservices and our quality from the clients' perspectives

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UK public libraries

t "Fitness for purpose"

: To meet a need at a price

- Measured through stjandards, benchmarking, clientevaluation

? Measure outcomes not outputs nor inputs

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The purposes of the library

. treasury paradigm - libraries primarily storehouses of knowledge

. education paradigm - libraries benefit society through assislingindividuals to better themselves

' revolutionary paradigm - libraries serve the revolutionary socialchange

r democracy paradigm - 'open to all' library exemplifies democraticvalues, is a means for constructing socaal capital

. access paradigm - technique-driven librarjes provide just in timeaccess to information

. connected paradigm - digital libraries as nodes in a network t0provide immediate access to information

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An example: the NLA

r . .. to ensure that documentary resources of nationalsignificance relating to Australia and the Australianpeople, as well as significant non-Australian librarymaterials, are collected, preserved and made accessibleeither through the Library itself or through collaborativearrangements with other libraries and informationproviders. By offering a strong national focus in all that wedo, and cooperating with others who share our goals, wecontribute to the continuing vitality of Australia's cultureand heritage.

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I Malmo Public LrbEry, Sweden

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Purposes drive performance measurement

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NLA activities

. Dagitalarchiving ot AustElian online publietions

. Digitisation of all new picture acquisitions as well as sionificant AuslElianmaterials

. Development of the Australian library and infomation infastruclure

. Creation and use of peFistent identifiers for the peman€nt naming ofIntemet r6ourG

. Preseruation of library materialsr Resource sharing within the AustElian libEry community. Prcmotion of righb management. Cr€tion and prcmotion of subject gatM!6

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NLA direct services to clients

+ Use of the collections in the reading roomsr Loans or copying of items from the collections. Access to the NLA web site

. Online catalogue

. Kinetica* Digitised materials. Electronicjoumals

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NLA's four output areas

r The collection

r Information ssrvices

r Public programs

r Australian library network services

. Appropriate performance indicators?

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A university labrary

r UTS Library supporb the purposes of the University ofTechnology, Sydney. Leaming. Teaching. Research

- Community engagement

- All facilitat€d by adminisrative aclivities

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UTS Library

. Integrated content provision (AutoCat)

- Major emphasis on digital rcsourcesr e serials - 16,597 avaibble online and 4,387 in print. e books - - 70,000 including Safari, Ebnary and a

Chinese collec{ion* SuperSearch (Metalib/SFX) crossfile searching and linking- eReserve & Courso Materials linked to UTSOnline- Open Accsss content dissemination

. UTSePress and ADT

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The digital library at UTS

r Support & training

- Online reference - emait & ALIVE (eGain[SSl)* Online information skitts tearning integrated with UTS

graduate attributes

- Productivig sofirivare - Leaming Commons- Websites & ezines

i Library effectiveness

- Knowledge management support for library practice andadministration

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Council of Australian University LibrariansStatistics

. Opening hours + Number acquired

. Number of seats - Total in library at end ofr Total staff vearo Total number of loans e New individual print andr Number of reserve

coilecuon roans non-print serial titles

. ltems supplied by ILL e New individual electronic

. sataries serial titles

r Number of titles withinwrrv.mr.a"q€ggf€gatiOnS rr

From record to performance

r Comparison against selfr Comparison against others - ranking

- Seats per 100 population members. Library staff per 100 population members- Serial titles/expenditure per population member

- Salaries expendlture per population member. Percentage expenditure on information resources

v .... don't say anything about the outcomes

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Satisfaction

r Rodski/LibQual+

' Overall quality and general satisfaction high at UTS Library.- 34% STextremely high (previous year 3'l%)

- 43'/o5outof7

r CAUL Materials Availability Survey (2000+)

. Success in finding books and other physical items/ Clients can find 66% of specitic physical items immediately

- LibErv holds 94ol"

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NLA measures for "lnformation Services"

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NLA measure for "The collections"


NLA four part schema

r Effectiveness- One or more key indicators of mestlng obj61iv6 in sach

out@me aGa eg 'su@s rale'

. Quality

' Suc€ss within 6tablished standards - lss easily applied toclient s€rvi€s - client salisfaction oftiBn wd

. Quantity- Indi@tion of the sle of an activity but little indication of

vatue

J Price

- Indi€tion of efficiscy, or at least @st efficiency

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Second Meeting of the AWILO Working Committee

Gustomer focus

e Measurement can assist in d6veloping customer focusand tailoring library services to customer ne€ds

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lnforming stakeholderc

. For the university library

- coursework and research students

- academic staff* senior administration* university council

- widercommunity

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Measures

. . .. must relate to goals

r ... are only indicators

: ... n€€d to be considered in relation to each other

. . .. need to be benchmarked with comoarable data

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UK public libraries

. Attractive, welcoming, acressible and safe buildings

. An extensive and wide range of books, computers,reference works, electronic databases, newspapers andmagazines

. Long opening hours; improved access for those who maybe in any way at a disadvantage; and mobile libraries andhome seruices

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University Library, Universitlr of Botswana



Quality

. "Fitness for purpose'

. To meet a need at a price

r Measurcd through standards, benchmarking, clientevaluation

. Measure out@mes not outputs nor inputs

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What outcomes?

e A university library supports the purposes of its university:

- Leaming* Teaching

- Research

- Community engagement- and administBtive acliviti6

- What are the outcomes desired in each of these areas?

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Outcomes fulfil purpose

r The outcomes should represent desired results againststrategic purposes eg

- Success in study+ Sumessful €rers. Good t€ching* R6€rch dlmmes - publi€tions, patents, recognition. Univ€Fity reputation* Community well being --- WSIS: Effective administration

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How do our libraries measure up?

t What are the desired outcomes for our universities?

. What is the library's contribution to achieving them?

r How can we conelate our outputs with outcomes?

e How does this drive our inouts?

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The big questions

. What do we need to change to become more effectjve incontributjng to achieving the desired outcomes?

. How will we know if we are succeeding?

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Thank you I

. Any questions, discussion?

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Library Sewice Quality Assurance B-14


Additional Notes from PresentationGlobal Perspective of Quality Assurance in Libraries

By Dr. Alex Byrne

AUNILO is collaboration between universities while Quality in the global context is on broaderissues. The key question is what are the crucial aspects that libraries should measure to beeffective and responsive. Responsive because we are working with restrained resources. Weneed to ensure effectiveness.

A more fundamental question - What is this 21't century library. ls it performing appropriately? Amore general question is, do we need libraries at all in the 21" century. Can we not just googleand grab? The Internet has given enormous possibilities.

Role of IFLA - the 3 Pillars

Society / Members / Profession

The above proved important to talk about libraries, some or one are greater over the other.Libraries exist because they serve society, i.e. the heritage of society. For example, they supporteducation research, train minds that guide our future, serve the k-economy and are key elementsin developments.

SocietyIFLA works with other memory institutions (archives, museums) to protect these properties aswell as the intangible properties, e.g. a Librarian in Baghdad saved a collection of 30,000 in herhouse before the US invasion.

Profession - Professional programs include:-Exchange of bibliographic data and the level of interoperability that few libraries have achieved.

+ ACP - Action for Development Through Libraries Programme.+ ICABS - IFLA-CDNL Alliance for Bibliographic Standard.* PAC - Preservation and Conservation

MembersAre a key part of IFLA's operations especially when negotiating with inter-governmentalorganizations. IFLA represents 500,000 libraries, 2.5 billion library users around the world and1,000 volumes of various standards committees and governing boards. IFLA has to return valueto members in order to give them joy.

The World Summit on Information Society, 1998 later resulted in The Declaration of Principlesand Plan of Action Document in Geneva, 2003. Following this was the meeting in Tunisia in2005.

Forthe first governments are talking about library issues where 175 members were represented.From the 1st Phase up to 2003, it was lobbying activities for governments to recognizeinformation and literacy issues. Priorities however are different from what libraries actually give.

Library Service Quality Assurance B-1s


SummitsThe summits were held in 2 phases. The First phase recognized multi-stake holders, WTO,business entities and civil societies (NGOs). The second phase was to turn the abovedocuments into action. Malaysia has done outstanding work in information strategy together withNew Zealand. Others still have a way to go.

Bibliotheca Alexandria is still magnificent in digitizing and have done great work in digitizing intofacsimile, machine readable Arabic script and translating into French and English.

WSISInformation and communication infrastructure is a key issue.

What about ethical dimensions and intellectual property? Newton said, "lf I have seen further, itis because I stood on a giant". Every intellectual property must recognize that it comes fromsomewhere. Libraries object the locking up of materials.

IFLA'S outcome of WSIS

. Inclusive of an information system which everyone can access and share knowledgeo Freedom of accesso Cultural and linguistic diversityo Life-long literacy. Support for the disadvantaged and disabled. Preservation of cultural heritageo Standards to ensure interoperability. Capacity in enhancing and enabling provisions. Suitable access to Internet & ICT's

WSIS ScorecardLooked at ways of measuring progress towards achieving WSIS goals.

IFLA aims to improve the profession through better methods and standards.

The lmportance of Quality. IFLA as the key agento Provide what people needo Delight by managing expectationso Fully client-centred, i.e. quality from the client's perspectives.

What is Quality? lt is :-o Fitness for purpose. Meet a need at a price. Measured through standards, benchmarking and client evaluationo Ensure outcomes not outputs or inputs.

UK public libraries consider Quality as important but have some fundamental problems.

The purpose of libraries. Treasury paradigm. Education paradigm that benefits societyo Revolutionaryparadigm

Library purposes drive Performance Measuremente.g. The National Library of Australia (NLA)

Library Ser-vice Quality Assurance B-16

Second Meeting of the AUNILO llrorking Committee

NLA activitieso DigitalArchivingr Preservationo Resource sharing. Direct services to clients

How can you turn these activities into performance indicators?

UTS Library (University Technology of Sydney) supports the purpose of UTS in its learning,teaching, research and community engagement.

MeasurementsCouncil of Australian University Librarians (CAUL) Statistics.

Mention library priorities. Mention efficiency only if you compare.

We need to move from the record to some measures to see how we are doing. i.e compareourselves with the past years. lt is more usefulwhen we compare. e.g .

+ Comparison against self+ Comparison against others - ranking+ Seats

Statistics however, do not mention outcomes.

Satisfaction is the only way of measuring.

Measurement. Some examples include;

Rodski - or L|BQUAL (by Assoc. of Research Libraries)- Benchmark against other libraries (e.9. provide more computers because people are

not satisfied with the numbers. However satisfaction measures are too general and not specific.It is just an indication of issues in the area. lt does not tell how well we perform. So far we onlyuse Availability Survey.

NLA measures for lnformation Services. Include the followinq factors

NLA measures for the Collection

NLA four-part schema are:

. Effectiveness

. Quality. Quantity

. Price

Measures - are only indicators and pointers and very seldom give a whole answer. lt must notbe checked by itself but against another measure. Also must be benchmarkedwith others e.g. apples vs. apples.

Measures Tarqet AchievedYo Yo o/o

Details are as oresented in the power point slide.



Measurement is important because it gets customer focus and tailoring it to customer needs. e.g.McDonalds - to customer needs.

McDonalds is not selling product but actually selling their experiments.

* Key Element - is managing expectations, i.e. customers get what they want.

UK Public Librarieso Attractive. Extensive - wide range of materials

UK Libraries are not managing expectations.

Information StakeholdersWe must communicate with stakeholders.

Quality is fitness for purpose:

Customer - in relation to university teaching, learning or research, e.g.Australian universities look at graduates to see what is the factor that preparedgraduates to be outstanding.

Outcomes - fulfill purpose and activity of university.

see a co-relation, e.g. students stay longer at school to use the library.

How do our libraries measure up?+ what are our desired outcomes?{ what is the library's contribution to achieving them?* how can we correlate our outputs with outcomes?* how does this drive our inouts?

The biq ouestion.What do we need to change to become more effective?


A:


Question and answer session (Q&A)Global Perspective of Quality Assurance

By Dr. Alex Byrne

Q.1 & 2: Mr. Choy Fatt Cheong, Nanyang Technological University, Singapore

I have two questions:What is the effectiveness of IFLA for countries away from the Hague, for e.g.Singapore pay more for solidarity reasons and no concrete tangible benefits? |

am speaking as a former office bearer.

I suppose IFLA is composed of membership from developed and developingcountries. lt is difficult to please everyone. lt is the same with coNSAL. 10years or so, it is difficult to reconcile. Difficult to fund a project to pleaseeveryone. Projects chosen will be focused on that which benefits certaincommunities. How do you reconcile diversity and be fair to membership. HaveIFLA attempted or assess their effectiveness in developing Quality services formembers?

I hope you pay your dues. We have broad responsibilities. 150 countriesconsumer population, from very rich to very poor. lt is a big global body and nota professional body like at country level.

Operating at global level are at long time frames and not concrete as at locallevel e.g. the microfilm project which coNSAL had. This is concrete and thenyou have results. Many are not like that. lts effectiveness is the world summit. lfwe do not put in work, libraries will not be recognized. Then, we at national levelcan unlock at our levels because governments have agreed. Therefore, IFLAhas provided a framework.

In the 70's libraries were losing out. At that stage IFLA interfered and managed tochange and influence agreements which demonstrated we were invited to tablethe future. we have continued to do that. My association ALA or yours caninfluence national, not international. Bibliographic standards are tangible. IFLAcan make it happen at international level. There is a considerable result in Africa,Asia, and Latin America which is regarded as successful. offices in the Hague isa historical reason. Moving will cost a fortune to relocate. I commented becauseI am annoyed with their Labour Law. lt does mean that the focus is different inIFLA. we need to make it generally more responsive. Resources are limited.

We only have a dozen paid staff in all locations. lt is difficult to measure. Manyyears now, the strategic planning is only at certain sections of the university butnot at Federation level. I do not know why but it is something to change.

Focus on measurement is an area that we all in Australia and here are morefocused on than Europe. This has not been a practice in the past in Europe.

Library Semice Quality Assurance B-19

A:

Q.3:

Q.4:

Q.5:

AN.


Dr. HajiAwang SuhaimiHajiAbdul Karim, Uniersiti Brunei DarussalamTwo perspectives. WSIS & IFLA. With the perspectives dicussed in WSIS & IFLAwhat do you think is the library's role?. Do you think countries will provide moremoney and more libraries be erected. What is your expectation as President ofIFLA.

What we are talking about are relevant. When we talk to reporters andpoliticians, they have an antiquarian perception. We must change that byengaging them with the real library. Effectiveness. lf countries are really goingto discuss key issues that are universal to libraries are skills to use information(information literacy) skills to teach, organise or implement access tools etcetrathat lie in our domain must be discussed. The role of IFLA is working withUNESCO and UNDP. More libraries will be built - | am an optimist. Hope for thebest. The evidence is, it is happening.

What is happening here is part of the development plan in becoming morecompetitive. We must make sure they do not bypass us. Singapore is wherelibraries are effective in demonstrating they are important in national priority.Therefore, it becomes a viscious circle.

Ms. Noriyah Md. Nor, UniversitiMalayaIn the Malaysian environment, preservation and conservation is being neglected.These have not been developed in academic libraries if compared with US andUK libraries. How could IFLA help, because much research is done in academiclibraries?

I refer to IFLA activities, a section and also a distinction. Members with specialinterest. Activities are mainly funded by national libraries. lssues on methods orprinciples are referred to digital preservation and vital. No less important istraditional materials - newspapers, manuscripts etc. lt supports with trainingprogramme, documentation manuals, websites and centres in Australia, Japan orChina. lt has been extended into disaster discovery. The indirect way is raisingthe issue internationally. We are happy to work with CONSAL at a regional level.We at IFLA cannot afford.

Ms. Kok Pow Lin, The lnternational School of PenangWhat role does IFLA have on electronic databases money making contribution tooriginal authors?

University librarians are very conscious of the issue. We have good relationshipwith IPA which consists of high-cost publishers. Now we are clearing manyissues. A year ago we agreed on access to documentation. Publishers wereupset because we support open acces. The open access issue movement worksas part of the jig-saw. Pushing academics to adopt created common liscencesand not giving all to publishers. We have to do it at the university level. We, theuniversity are now publishing at the university level.

LUND access in Sweden, the number is increasing very fast. A recentinnovation. lt was not just increasing rapidly but exposing research literature.Rich publishers are only interested in Europe and USA but now LUND listsfantastic coverage from other countries. We are now helping change thedynamics. We are now persuading our universities. In conclusion this problemis actually quite recent. Last 30 years from scholady being in academia and tocorporation.

A:



Meeting

Report from the AUNILO Secretariat


1.t PROGRESS REPORT fTOM THE AUNILO SECRETARIAT

April20^04At the 1"' Meeting of the AUNILO Working Committee, 28-30 April 2004, it was agreed that "Forfive years 2004-2008, Universiti Sains Malaysia Library shall serve as the AUNILO Secretariat,while Universiti Malaya Library shall host the AUNILO Portal and set up communication facilitiessuch as listserv, mailing list, discussion groups, and newsgroups".

July 2004Report of the 1"' Meeting of the AUNILO Working Committee was sent out to all members byNanyang Technological University Library.

July 8, 2004AUNILO Secretariat, USM Library held its first meeting and agreed on the following positions:-

ChairpersonDeputy ChairSecretaryTreasurerCommittee

Datin Masrah HjAbidinMs. Che Norma BahriMs. Ramlah lbrahimMs. ArinawatiAyobMr. AbdulAkla Wan lsmailMs. Habsah Abdul RahmanMs. Zaiton Abdul HalimMs. Azizah OsmanMs. Nor Sharmiza lsmail

July 2004AUNILO portal was temporarily set up at http: 11202.185.96.188/aunilo by Mr. Mahbob Yusof,Universiti Malaya Library. Contents from Secretariat to be added.

September 2004AUNILO Members Training/Attachment Programme Database forms were sent out to allmembers to be completed. Database, as well as list of the areas of expertise and names ofexperts will launched when enough information is received.

Last quarter 20052no Meeting of the AUNILO Working Committee was scheduled to be held in Pulau Pinang,Malaysia, with the theme "Library Services Quality Assurance".

Report prepared by Che Norma BahriCNB/AUNILO SECRETARIAT progress report Nov. 2004


Second Meeting of the AUNILO LVorking Committee

2Nd PROGRESS REPORT frOM thE AUNILO SECRETARIAT

April2005

AUN ILO Secretariat MeetingThe AUNILO Secretariat, USM Library held its 2nd meeting on April 11,2005 and agreed that theproposed date for the 2nd Meeting of the AUNILO Working Committee is three days of 30November and 1 & 2 December 2005. This 2no Meeting of the AUNILO Working Committee willbe held in Pulau Pinang, Malaysia, with the theme "Library Services Quality Assurance".

Tentative programme of the /d Meeting of the AllNtLO Working Committee is as follows:

Day 1:Welcoming address by Prof. Dato' Dzulkifli Abdul Razak, Vice-Chancellor, USMOpening address by Assoc. Prof. Piniti Ratananukul, AUN Executive DirectorGlobal perspective of Quality by Assoc. Prof. Dr. Zainal Ariffin Ahmad (School of Management,usM)Sfafus of quality assurance among academic libraries in Malaysia by Datin Masrah Hj. Abidin,Acting Chief Librarian, and Ms. Habsah Abdul Rahman, Librarian/Quality Manager, PHS, USMMeeting - Report from AUNILO Secretariaf (USM)

Repoft on AUNILO Portal(UM)

Day 2:The Way to go: PHS's milesfones on quality by Ms. Habsah Abdul Rahman and Masrah Hj.AbidinSfafus of Quality Assurance in AUNILO member librariesAgenda for the third AUNILO Working Committee Meeting, 2006

Day 3:Hands on Experience cum Library Vrsits: USM MainlHamzah Sendut Library, USM EngineeringLibrary in Nibong Tebal, and lan R. Smith Library at the World Fish Centre.

AUNILO PortalThe AUNILO portal was temporarily set up (in July 2004) at http:11202.185.96.188/aunilo by Mr.Mahbob Yusof, Universiti Malaya Library. The Portal Contents from Secretariat include Messagefrom the Secretariat and Links to Member Libraries. The site is also linked to the AUNnomepage.

AUNILO Training Programmeln September 2004, AUNILO Members Training/Attachment Programme Database forms weresent out to all members to be filled in. The Database, as well as list of the areas of expertise andnames of experts was to be launched when enough information is received. To date fourUniversity Libraries have submitted their training programs and these have been sent on to Mr.Mahbob Yusof. Another reminder will be sent to all member libraries to return the training forms.

Exchange ProgrammeAttachment programmes are also being planned between member libraries (USM Libraries are in

the process of finalizing plans to send two librarians for a week's attachment at the NationalUniversity of Singapore Libraries and the Nanyang Technological University Library).

All Member Libraries should appear on eachpublications and documents.

Report prepared by Che Norma Bahri

others mailing lists for the exchange of (printed)

CNB/AUNILO SECRETARIAT progress report April 2005



3rd PROGRESS REPORT from the AUNILO SECRETARIAT

November 2005

AUNILO Secretariat MeetingsThe AUNILO Secretariat, USM Library, has held many meetings to plan and organize the 2noMeeting of the AUNILO Working Committee. lnformation about the meeting was put up in theAUNILO portal and invitations sent out to all member libraries by early October 2005.

2nd Meeting of the AUNILO Working GommitteeThp 2no Meeting of the AUNILO Working Committee will be held in Pulau Pinang, Malaysia, from30'" November till 2"" December 2005. The theme for the meeting is "Library Services QualityAssurance". The Meeting will be attended by all member libraries' representatives except fromCambodia, Lao PDR and Myanmar due to funding constraints. The Seminar programme on thefirst day of the meeting will be an open session.

AUNILO PortalThe AUNILO portal at http:11202.185.96.188/aunilo is managed by Mr. Mahbob Yusof, UniversitiMalaya Library. To date the portal contents include information about AUNILO (background,terms of reference of the Working Committee and Secretariat), messages from both the AUN andAUNILO Secretariats, Training programmes and Links to Member Libraries. The site is alsolinked to the AUN homepage.

The Publications section of the portal will contain links to digitized documents (that memberlibraries may share) and databases of theses, etc. Member libraries have been reminded thatthey may send relevant information to Mr. Mahbob Yusof for inclusion in the portal at any time.

AUNILO Training and Exchange ProgrammesIn September 2004, AUNILO Members Training/Attachment Programme Database forms(Appendix A) were sent out to all members to be filled in. The database form is availabte in theportal for member libraries to update on their training and exchange programmes. Presently fivemember Libraries have their training programmes on offer:

Effective Records and Archival Manaqement for Secretaries. Archivists and LibrariansUniversity Library, University of the Philippines Diliman. Basic training on records andarchives, their organization, storage, retrieval, preservation and conservation for record andarchive managers.

Intensive Seminar-Workshop for Academic LibrariansUniversity Library, University of the Philippines Diliman. 5 modules on essential phases oflibrary work for thorough grounding of academic librarians in planning and managing libraryoperations and services.

Librarv servicesGadjah Mada University. lt deals with communication with and services to users: how toprovide quality service, how to communicate with users, etc.

Librarv Collection DiqitalizationGadjah Mada University. lt trains participants to do scanning of library materials.

Library TraininqGadjah Mada University. Training for non-librarians. lt deals with basic library skills includinglibrary automation, library planning, library services, library processing etc.

Intensive Seminar-Workshoo for Librarians "lSO Certification for Libraries"Universiti Sains Malaysia Library.

Traininq on modern librarv and manaqementLibrary and Information Center, Vietnam National University, Hanoi.



o Catalooino and Library ManaoementLibrary and lnformation Center, Vietnam National University, Hanoi.

o Fundamentals of Electronic Library and Diqital LibrarvVietnam National University, Ho Chi Minh. For Vietnamese Librarians. To raise theknowledge of fundamental standardization of Library and Information Science; To orientbuilding and developing library; To build and organize electronic library and digital library.

o Greenstone Diqital Library SoftwareVietnam National University, Ho Chi Minh. To obtain the knowledge of Digital Library; How touse the GREENSTONE open source software in order to build collections; to serve referenceservices;to build digital library.

For more details please see AUN-ILO Training Programmes athttp ://202. 1 85. 96. 1 88/au n ilo/train i nq.aso

To date the AUNILO Secretariat has not received any reports of attachment programmesbetween member libraries. (USM Libraries plan to send two reference librarians for a week'sattachment at the National University of Singapore Libraries and the Nanyang TechnologicalUniversity Library has been put on hold until 2006).

Report prepared by Che Norma BahriCNB/AUNILO SECRETARIAT progress report Nov 2005/04-05


Second Meeting of the AWILO lVorking Committee

AU N I LO Mem bers Trai ni n g/Attach ment Programme

CNB/AUNILO training DB Form

Appendix A

2. Description

5. Prerequisites

6. Contact Person



Report on the AUNILO Portal (Universiti Malaya)By Ms. Noriyah Md. NorChairperson: Datin Masrah Hj. Abidin

The portal is coordinated by Encik Mahbob Yusoff. His main duty is to handle computerization,ICT programmes as well as the UM website. The address is"http11202.185.96.188/aunilo/". USMis the content provider while UM undertakes maintainence. The portal is to be a user groupcommunication. Comments are welcomed.

Resources

i Web server

" Intel Penbum 2.4GHz,2GB MM, l'4S-Windows2003, MS-IIS 6.0

' 100 Mbps network

; Web team, USM - Secrebriat - Contenb provider. UM - Designing & hosting

rrttp,rloz. ras.so. rasiaunirol

i News & Announcemenb

= About

; Training database

i Publications database

i Member Libraries

Indexed by Google, MSN S€ar€h, Yahoo, etc

J-.,,:-j-a-6--;.;:@ _lrg

Q qN: -*-

Suggested Future Development

H New URL

http ://www.aunilo.um.edu. my/

; AUN Digital Repository' AUN related publications, reports, etc.

H More Contents

H Website oromotion

F iltrlil0^eNLlffikl"d-;i5.-


Second Meeting of the AUNILO lt/orking Committee

Question and answer session (Q & A)Meeting

Chairperson: Datin Masrah Haji Abidin

Comment

Q.1:

A:

Q.2:

Q.3:

Q.4:

A:

Dr. Piniti RatananukulThis is the first time I am attending this meeting. The AUN meeting in KualaLumpur last week reported networking activities to trustees. Reports andminutes have been circulated to members.

VCs and Presidents discussed activities with comments and recommendations.

Minute 36 discussed electronic subscriotions which must be made moreaccessible to members. Members were required to write a paper for the trusteeswith the possibility to develop the idea.

It was noted that countries with financial constraints cannot participate at AseanlAl programme and whereas the focus was on such countries funded by Aseanthrough Asean Foundation. The lAl programme is from Brunei Darussalam.Only one project was submitted and approved. They are therefore looking forprojects as there was a balance of $200,00. This money can be used for libraryactivities or improvement for countries or set up workshops so that friends fromMyanmar and Laos can participate.

Dr. HajiAwang Suhaimi HajiAbdul KarimCan the money be used for attending meetings?

The money must be used only for attending workshops. This project was initiatedto fill the gap between the 6 old members and 4 new members.

(Dr. Suhaimi suggesfed that AUNILO plan an international conference at thesame time as the meeting.)

Can it be used for the trainer to go to the country concerned based on hisexpertise?

(Dr. Piniti cited that) next month, a workshop will be held in Hanoi from 19-21whereby members from 17 universities and staff from CCB countries will attend.The project will be sponsored by The Asean Foundation and Brunei Darussalam.Such proposal as mentioned must go through the AUN Secretariat and will taketime.

Ms. Noriyah Md. NorWhen Dr. Alex was talking about journals from European countries, we howeverlack on-line journals from S.E.Asia. ls it possible to use the money to scanEnglish titles from the Asean region for Asean content by Asean countries?

Dr. PinitiRatananukulIt is a big issue that would involve publishers.

Ms. Noriyah Md. NorWe can start with university publications/Press. One of the titles we subscribe isfrom Johns Hopkins.

A:


A:


I think we/you can propose this recommendation to the Board of Trusteesseeking their advice because they are representative of the education ministriesof the Asean countries.

Dr. HajiAwang Suhaimi HajiAbdul KarimThe report, what should it be about?

They want some concrete ideas. lt can be anything.

Datin Masrah Hj. AbidinI think it was discussed at the Board of Trustees meeting. As all universitieswere feeling the pinch, we can therefore prepare a proposal for resource sharing.Since we are already discussing QA and we should discuss one topic at eachdiscussion. We can pass to Brunei for the next meeting.

Mr. Choy Fatt CheongWe can pass to publishers for joint subscription. The nature is that the market iswell defined. Different countries pay differently, so, publishers will maximiseprofits. Whatever scheme we propose, the publisher and libraries must benefit.How else can we propose when they are already benefitting? lf everyone wantsto subscribe, then there is buying power. Since different countries have differentbudgets, different currencies, the situation becomes complex. I do not know thepotential but we may talk to big vendors like Elsevier.

Datin Masrah Hj. AbidinMalaysian libraries for example are going for a Consortium for some time nowand have yet to get off the ground. lf we cannot get this done, then it would bemore difficult to get countries together. We can still discuss the idea and tell theBoard.

Ms. Noriyah Md. NorWe are a loose cooperation. Each university have their own governance. Wecan help each other through document supply rather than going to British Library.We have never cooperated regionally and it is time to source from our region.

Assisf. Prof. Dr. Pinrumpai PremsmitWe have Thai List for state universities and government funds for certainsubscriptions. Each university can therefore pool in to subscribe more. lt isactually quite difficult at national level, even more difficult to manage at regionallevel. lt can be an agenda for next year's meeting. This is an issue of concern,notjust an agenda.

Ms. LukiWijayantiWe have an example of e-resources for the region. The US government gavelibraries in lndonesia some funding to subscribe some electronic journals. lt iseasier for us. So. AUN can subscribe for all members as we have the oassword.

Datin Masrah Hj. AbidinThis could be one option. We will pass it to Brunei next year so that we havetime for more inputs.

Q.5:

A:

Comments



Dr. Haji Awang Suhaimi Haji Abdul KarimWe are currently working on a national project for schools to subscribe todatabases and e-journals and are negotiating the price. In our position, a smallcountry with a small population is treated differently. I was surprised when youmentioned your subscription as 100,000 for one yearwhereas for us 100,000 isfor one database. There is this inconsistency on the publishers side. They lookat your economics. The idea here is to support countries like Brunei.

Prof. Salvacion Manuel ArlanteWe pay more. For each subscription we should worry about sustenance. Welook into income generation. Accountability on our part is sustenance.

Datin Masrah Hj. AbidinWe propose that AUN subscribe and we access.

Ms. Perla T. GarciaIt is possible as you mentioned. We have Laos, Cambodia, Myanmar and thePhilippines. lt is important for us to identify what are the common databases.Dissertation Abstract is among the cheapest; therefore we can start until suchtime we can negotiate with the supplier so that it can be utilized by all libraries.Now at La Salle we are in need of IEEE which is very expensive from theSingapore supplier. A local supplier is offering competitive pricing but need sixuniversities. Compared to Singapore, they dropped the price by 4Oo/o. Commondatabases can be subsidized by AUN so that we can start the project with themost common curriculum.

Dr. Haji Awang Suhaimi Haji Abdul Karimlf it happens, who will coordinate? Do we have a forum or appoint someone?

Ms. Perla T. GarciaFirst we present the data or needs or inventory. Then, one of us have tonegotiate. They give special prices to developing countries.

Datin Masrah Hj. AbidinWe need a proposal and later negotiate.

Dr. Haji Awang Suhaimi Haji Abdul KarimIn our proposal we need an indication of dollars and cents and amount ofcontribution from countries.

Ms. Perla T. GarciaWe can get the quotations.

Datin Masrah Hj. AbidinWe need another session to coordinate.

Mr. lda F. PriyantoWe have American corners. The US Embassy has organized the subscription totheir databases and will get good prices from their vendors. When British Councilwanted to subscribe the vendors were reluctant. The first meeting in Phillipineswas about resource sharing. We should discuss local content to share.

Ms. Che Norma BahriNo one touched on the (AUNILO Secretariat) progress report. The second reportmentions that "all member libraries should appear on each others mailing list forthe exchange of (printed) publications and documents". lf we look at the AUN


Second Meeting of the AWILO lYorking Committee

Gharter it reminds us that we should not forget the traditional source5. Perhapswe should actively have exchange programmes. As Ms. Noriyah mentioned, westart with our own universities publications and then update what is availablebetween our universities. Our collection is very western oriented and we lackmaterials from Asean countries. lf we can have an American Comerlwhy not anASEAN Corner?

Ms. Noriyah Md. NorThe resolution on resource sharing and e-resources. UM Library is embarkingon the theses project coordinated by Mr. Mahbob. The project is coming to itssecond year with 100,000 titles with limited access to theses in the ASEANcollection.

Datin Masrah Hj. AbidinOnce it is ready, we will put on the Portal. We hope members will check and addto the content.



The Way to Go: USM Libraries' Milestones on Qualityby Datin Masrah Hj. Abidin and Ms. Habsah Abdul RahmanUniversiti Sarns Malaysia LibraryMalaysia

Chairperson: Mr. lda Fajar Priyanto

Introduction to Universiti Sains Malaysia Library Establishment and PerformanceIndicators

Libraries have through time being established based on some form of standards or performanceindicators. However, these are mere standards that act as a guide and framework to be adoptedfully or partly according to the capabilities and practicality of implementation. These performanceindicators enable libraries to use objective data and information for library decision making withina strategic planning framework. These might include new measures or derived measures fromexisting data such as ratios of volumes per faculty or student. The indicators also link to strategicmanagement initiatives and may be used to answer questions on performance by both internaland external agencies.

All these indicators are there to assist us in maintaining an acceptable level of service. Fulladoption therefore cannot be guaranteed unless there is some authority or agency that set thereqirements and then check or audit the Performance and Quality. One such agency is theNational Accreditation Board or "Lembaga Akreditasi Negara (LAN). This Board is entrusted withensuring that each educational institution fulfills minimum requirements set.

ln its initial establishment (1969) USM library gradually implemented work processes andservices based on practices of other established universities of developed countries. By the1990's the Library had already adopted acceptable international standards of facilities andservices. These include:

- Collection Development that meet teaching, learning, research and consultancy needs

- Standard library practices in Acquisition, Processing and Services

- Inter Library Loans and Gift & Exchange

- Upgrading of processes from manual to automated systems

- Records in MARC format

- User Education Programmes

- Internet Workshops for Academic Staff

- On-going Staff Training

- TQM Initiatives and Practices

Quality Assurance in Malaysian Universities

Most countries in the world have established some form of quality assurance in their educationsystem with a specific body or institution that assess them continously.

Europe as an example has ENQA, the European Association for Quality Assurance in HigherEducation, disseminates information, experiences and good practices in the field of qualityassurance (QA) in higher education to European QA agencies, public authorities and higher



education institutions. Likewise, Malaysia has established her Assessment Panel under theQuality Assurance Division, Higher Education Department, of the Ministry of Higher Education.

"The internal assessment or self-study is an important part of the quality assurance process.Through a self-study process, the institution brings together representatives of the administration,the academic staff. students and other constituents to:

(a) Collect and review data about the institution and its educational programme.

(b) Analyse the data to identify the institutional strengths, areas of concern andopportunities.

(c) Develop strategies to ensure that the strengths are maintained and problemsare addressed.

(d) Make specific recommendations for further quality enhancement."l

For the above purpose, the Quality Assessment Panel of the Ministry then assess the report andmake visits in order to evaluate the institution's capacity and organization of resources as well asthe performance and effectiveness of its programme.

One of the subjects of scrutiniy is none other than the Library. We therefore, had to ensure thatpoints c and d mentioned above be catered for. At the same time, the Library was working closelyand supporting the university's quality initiatives.

Background to USM's Quality Initiatives

The'1990's had been a decade of internationalization for higher education throughout the world.While working on approaches in implementing internationalisation under the InstitutionalManagement in Higher Education of the Organisation for Economic Cooperation andDevelopment (OECD), one of the projects of focus was quality assurance. Recognising thesestrategies USM like many other universities introduced Internationalisation Quality ReviewProcess (IORP) in1998.' Prior to 1998, much work was undertaken before its adoption.

This saw the beginning of a more structured approach to Quality Assurance because amongstthe objectives of IQRP was:-

. To increase the awareness of the need for quality assessment and assurance ininternationalisation of higher education.

. To develop a review process whereby USM can adapt and use a set of guidelines/framework to assess and enhance the quality of internationalisation startegies accordingto their own aims and objectives.

. To strengthen the contribution that internationalisation makes to the quality of highereducation.

Malaysian Public Services Department Requirements (Government Circulars)

All government agencies, including public universities in Malaysia are bound by the PublicServices Department (PSD) circulars which are circulated periodically. Quality Assurance hadbeen an important item in these circulars especially those that specified the implementation ofTQM practices.

t http ://ap ps. emoe. gov. m y/q adlproced u res2. htm I

' UniversitiSains Malaysia (1998). Internationalisation of Quality Review Process (IORP).


Second Meeting of the AUNILO lltorking Committee

Therefore, Prior to IQRP, USM had introduced quality activities as a response to thegovernment's call on promoting a quality culture amongst government organisations andinstitutions. In responding positively to this call, USM had to encourge participation from alldepartments within the university.

The evolution of the university's Quality culture thus began much earlier than IQRP withpromotional activities beginning with Quality Day in 1996, Quality Week in 1997 and QualityMonth in 1998. Activities include exhibitions, forums, seminars, which saw the participation ofstudents, staff members and Schools. Initiatives also came in the form of various otherapproaches. Such were the adoption of management approaches like TQM, ISO 9000,Benchmarking and Balance Scorecard.

One catalyst for implementation of Q practices was USM's Annual Quality Award which boostedthe spirit of competition and participation from all sectors. These awards cover various qualityfocuses such as product, customers and services.

USM Library Services - The Early Phases of Quality Awareness

In supporting both PSD and the University's initiatives, the Library as provider of Facilities andSupport Services had become one of the core participants during the initial stages of discussions.Quality objectives can be said to be common terminology amongst most libraries wherever theyare. In the 70's and 80's for exmple the Library had specified its own standards for theCataloguing Division (25 books per day) as well as the Readers Services Division (4 minutes foreach manual loan transaction). As early as 1994 and till 1996 was seen as the early phases ofexposure to TQM practices. In 1995, management of housekeeping was further improved withthe adoption of 55 principles followed by the formation of the Quality and Productivity Committee.From these projects onwards, the library had started its tireless efforts in ensuring qualityservices.

As one of the strengths of any university, libraries must always and have always maintained theirperformance. Time to time they undertake initiatives towards keeping abreast with state ofaffairs, state of the art in technology as well as ensuring their effectiveness.

With this vision for quality, the Chief Librarian then was selected to be a member of USM's ISOWorking Committee in April 1997. Together with a few selected Departments, dialogues andworkshops were held throughout the year under the stewardship of USM's Quality Bureau. TheUSM Library was also amongst the few Departments within the university that strived to continueto undertake quality programmes and efforts through the formation of various quality relatedCommittees.

In the process, the following Committes took shape as the need arose. These committees werefor the implementation and ensuring maintainence of TQM practices and ISO certificationactivities:-

. Quality lmprovement Teams

.5So ISO. Counter Services. Benchmarking

The beginnings of efforts toward seeking ISO certification began in November 1997 when Headsof Departments were required to identify core processes. While this was going on, the Librarystrived in providing quality services when in in 1999 the Librarywas awarded the QualityAwardfor Services. This is a reward of recognition, appreciation and support by the university for anyeffort taken towards achieving quality services.



ISO Gertification and its lmplication

The statutory requirement for government agencies in Malaysia to be assessed for their qualityservices by the end of the year 2003 was a requirement specifically stated in the governmentcircular "Pekeliling Kemajuan Perkhidmatan Awam Bil.2 1996 - Garis Panduan BagiMelaksanakan /SO 9000 dalam Perkhidmatan Awam" (Circular on the Enhancement of PublicServices No.2'1996 - Guidelines on lmplementation of ISO 9000 in Public Services)3. lncomplying with government circulars, it has further motivated our library to adopt and maintain it.

The formulation of the Library's Quality Policy and the appopintment of a Quality Manager in 1998were a stated commitment toward certification for ISO 9001:1994 in 2001. Though certificationwas received in 2001, it took us almost 4 years of preparation. Assuring Quality was therefore astruggle initially but later became a part and parcel of library services.

Generally, the ISO Standard emphasise on user satisfaction as a performance indicator. Asapplied by business management and marketing services user satisfaction as a performanceindicator has increasingly become an area of interest for libraries. This meant that CustomerComplaints is an important element in the Standard

When organizations speak of recognition it is ISO certification that provides the qualification of anacceptable level of quality product or service. The accreditation has been an obvious soughtafter acknowledgement amongst many manufacturing and trading business because ISOcertification has been recognized for its importance as a management and marketing tool.

The adoption of ISO 9000 Standards and successful certification therefore, had further assistedthe Library in providing a measure of quality performance because certification proves that theLibrary has gone through a rigorous regiment of self-analysis, self-inspection and documentationof orocesses. There is therefore no doubt about the certification's role as an excellentmanagement and marketing tool.

ISO Working Committee

From the appointment of members of a Task Force in 1998, a Working Committee was laterappointed to ensure the maintainance and continuity of certification. Sustainability as animportant subject was not just a matter of concern for certification but also a matter of concern forthe working committee. To avoid exhaustion within the committee it was agreed that eachcommittee member serve for a2 year period. Every two years, new members were assigned toundertake specific responsibilities. This approach had also been a practical way of making allLibrarians more exposed and acquire experience of maintaining QMS.

ln sustaining certification, organisations have to comply with current versions. With theintroduction of MS ISO 2000 version, all organisations had to make the necessary changes andadaptations.

Adoption by allThree Campuses

The success of certification in 2001 was not the end but the beginnings of a continued strivetowards quality assurance. With the appearance of version 2000 we had to ensure adoption inthe following year. Mangement made the right decision to incorporate all three campuses forcertification and extending the scope of adoption of QMS. This was a challenging period as wehad to train additional staff from the medical and engineering campuses and at the same timeexpand the documentation.

o Habsah Abdul Rahman, AbdulAkla Wan lsmail, Mohd ldris Hj Ali. ISO Certification - amarketing tool... Presented at the International Conference on Libraries, 14-16 March 2005,Penang, Malaysia.



The effort began with the first meeting to adopt version 2000. A new working committee wasformed to include members from the branch campuses. The first meeting was held in April 2002and followed by another meeting in Kelantan in April 2002. The year 2002later became a year ofendless discussions and meetings in ensuring all three campuses achieved accreditation.

Distance between our three campuses had created the necessity for improved approaches todocumentation. "Necessity is the mother of invention", a proverb which can never be defied.

Digital Documentation (e-Doc)

Much of the work undertaken in the field of ISO 9000 Quality Management was focused oncomplying with ISO 9000 requirements to get or maintain a certified Quality Management Systemwhich in many cases has resulted in very high levels of record-keeping and form-filling.

Many organisations that adopt ISO certification are of the opinion that it produced excessivebureaucracy, rigidity and inflexibility in the process of standardisation of practices and thereforedifficulty in documentation.

The idea of a fully electronic documentation which was to be web-based became not justdesirable but an appropriate approach for USM QMS. After much discussion, the team putforward the idea of a digital documentation system of all work procedures and work instructions.This was inclusive of all other related documents such as Lists, and Manuals and accompanyingforms.

The whole ISO documentation then transformed from a purely printed format to a digital format.The idea of a fully electronic documentation which was to be web-based became the rightanswer. In standardising work procedures and work instructions, USM libraries now have bettercontrol, standard practices between campuses and Quality Assurance of our procedures andservices.

Since 2002, the Library's QMS, is stored, maintained and accessed from e-Doc. At last, editingand updating became tireless.

Our approach and method of documentation had been commended by the Auditing body (SlRlMQAS International). We noted that we have taken the lead in this and through their Audits onother organisations; they had recommended that those organisations refer to us for ideas indocumentation.

Quality Principles

Requirements under ISO QMS standardisation spells out the following principles which reflectassurance in quality performance and services. These principles are:

o Customer Focuso Leadershipo lnvolvement of Pople. System Approach to Management. Continuallmprovement. FactualApproach to Decision Making. Mutually Beneficial Supplier Relationships



Customer Focus

It is Customer comments and complaints is an important aspect within customer focus as it is thepoint of understanding what is important to the customer. From time to time customer satisfactionhas been analysed and reported at the Management Review Meetings. Decisions relating toproducts or services related to customer requirements are then made.

Benefits of ISO Certification as a Quality Assurance Tool

Due to the international recognition, ISO 9000 is liable to bring about the quality it is meant toaddress. lt is therefore considered as a model to which organizations must conform if they are toensure their legitimacy and credibility.

The standard has had a positive impact on our practices. For example, it is really important tohave an efficient quality control process when we undertake technical processing because theclauses specify and require strict adherence to standards set as spelled out in the QualityObjectives. The ISO system has thus helped us monitor our processes and outputs better.

Another notable aspect of both the ISO standard is the emphasis on user satisfaction as aperformance indicator. Over 400,000 certificates had been granted by the end of December 2000proving its world-wide acceptance.

The Way to Go

From the year 2002, the Library has to ensure that any improvements and changes to QMS bedocumentated and practiced accordingly.

In charting our success with ISO accreditation, we had achieved the following:

o 2001 - Certification for MS ISO 9002:1994 (Main Library only)o 2002 - Upgrade to certification of MS ISO 9001:2000 and the extension to the

Health and Engineering Campuseso 2003 - Maintainence of Certification. 2004 - Reassessment - Accreditation extended to 2007. Dec. 2005 - Forthcoming Surveillance Audit for Maintainence

Looking and comparing with counterparts in the same field of services is one way of knowing ourstatus quo. A survey had been undertaken on the status of quality assurance amongst academiclibraries in Malaysia. Based on the responses received we found that:-

. Many academic libraries have now achieved MS ISO accreditation.r Those that have yet to adopt ISO certification have adopted many TQM practices.. Quality Objectives have been part and parcel work processes and services by all

academic libraries.

Training and Better Understanding

There has been much information exchange on experiences in adopting ISO standards andcertification. Academic libraries in Malaysia have all come closer by continuosly communicatingon issues of certification and through visits and discussions we try to maintain and that assurequality products and services to our customers.



Gonclusion

Our Quality journey has come a long way with many years of input by library personnel andsupport by other Departments in the university. However, the journey will not end as long as weare here to serve our customers.

REFERENCES

1. Malaysia Ministry of Higher Education. Guidelines for institutional internal qualityassessment. htto://aops.emoe.qov.mv/qad/procedures2.html. Accessed 16 August 2005.

2. Habsah Abdul Rahman, Abdul Akla Wan lsmail, Mohd ldris Hj Ali. ISO Certification - amarketing tool... Presented at the International Conference on Libraries, 14-16 March2005, Penang, Malaysia.

3. Mistry, V. and Usherwood, R.C. (2000) "Total Quality Management, British Standardaccreditation, lnvestots In People and academic Libraries." Information Research, 1 (3)Available at: http://informationr.neUir/1-3/paoer9.html. Accessed 22 August 2005.

4. Beaumont, Leland R. (2002) ISO 9001, The Standard Interpretation: the internationalstandard for quality management systems.

5. International Organisation for Standardisation. htto://www.iso.orq. Accessed 18 October2005.

6. National Information Standards Organisation. http://www. niso.orq. Accessed 18 October2005.

7. Marcella, R. and Knox. K. (2004) Systems for the management of information in auniversity context: an investigation of user need. Information Research, 9(2) paper 172(Available at http://lnformationr.neUir/9-2lpaper172.html). Accessed 26 August 2005.

8. Universiti Sains Malaysia. Internationalisation Quality Review Report (IORP), December1 998.







Library Serttice Quality Assurance B-40




Question and answer session (Q & A)Meeting

A:

Q.1:

A:

Q.2:

Comment

Dr. Haji Awang Suhaimi Haji Abdul KarimDo you find this certification to be worthwhile?

Datin Masrah Hj. AbidinYes it is worthwhile. Somehow it has put us on a correct focus on what needs tobe done. The line is clear on things to do. Files, documentation and manualsare all in order. With 55, work environment is much better, healthier and the staffunderstands better. Of course it involves hard work but it is manageable. Theremust be high commitment from management. The university has a system ofincentives. Once we received certification, we could apply for the performanceaward (University's Hall of Fame). Apart from a certificate and trophy we alsoreceived RM5,000. This, we tell the staff that because of their teamwork, wewere awarded generously and were able to organise trips, prodie jackets as giftsecetra. Certificate of recognition was also awarded by the librray to the staff. Allthese were motivating factors.

Ms. Ang Seok HianYou mentioned the identification of core processes. How do you do that?

Datin Masrah Hj. AbidinWe have brainstorming sessions. We start with one or two services and then wemove on to the next process until we complete. Standards are not actuallystringent. lt is just to ensure that we do what is right and we write what we do.Initially we had about 100 plus procedures. As we moved on, we were able toreduce to only 35 procedures and work instructions. We did not employ aconsultant. We did it all ourselves and we found this to give us betterexperience.

Ms. Noriyah Md. NorWhen we first started, we had two consultants. This was only to navigate us.



Status of Quality Assurance in AUNILO Member LibrariesChairperson: Ms. Che Norma Bahri

1. Towards Achieving Quality Services in Universiti Brunei Darussalam Library: a Country ReportDr. HajiAwang Suhaimi HajiAbdul Karim

2. Gadjah Mada University Libraries: Current lssuesMr. lda F. Priyanto

3. Universitas lndonesia Library Towards Quality Assurance SystemMs. LukiWijayanti

4. The Way to Go: USM Libraries' Milestones on QualityDatin Masrah HjAbidin and Ms. Habsah Abdul Rahman

5. Quality Management System (OMS)Ms. Noriyah Md. Nor

6. Quality Assurance @ DLSU LibraryMs. Perla T. Garcia

7. Quality Assurance at the University of the Philippines Library SystemProf. Salvacion Manuel Arlante

8. Status of Quality Assurance at Nanyang Technological University (NTU) Library, SingaporeMr. Choy Fatt Cheong

9. Quality Assurance: Status Report of National University of Singapore LibrariesMs. Kim-Chew Ah Too

10. Library Service Quality AssuranceDr. Kwanchadil Phisalphong

11. Status of Quality Assurance at the Center of Academic Resource, Chulalongkorn UniversityAssistant Prof. Dr. Pimrumpai Premsmit

12. The Status of Quality Assurance in the Library and lnformation Center (LlC),Vietnam National University, Hanoi (VNU)Mr. Nguyen Huy Chuong

13. The Status of Quality Assurance in the Libraries of Vietnam National Universityat Ho Chi Minh CityMr. Nguyen Minh Hiep

14. Intensifying Management Ability for Quality AssuranceMr. Pham Van Trien

c-1Library Service Quality Assurance


Towards Achieving Quality Services in University BruneiDarussalam Library: Gountry Report

By Dr. Haji Suhaimi bin AbdulKarimU niversiti Bru nei DarussalamBrunei

1. Introduction

The Universiti Brunei Darussalam (UBD) Library was formed to support the teaching,research and learning of the University community. The Library is currently celebrating the20'n anniversary of the formation of the Universiti Brunei Darussalam. lt also markedtwenty year operations and services of the library to the university. lt has been thecommitment of the UBD Library to provide excellence library services to the community byemphasizing on quality information services and resources while ensuring financial andadministrative accountability. This paper provides an account of the systems that arecurrently in place at the UBD Library which form the basis for quality information and libraryservices.

Management responsibility

Leadership, commitment and active involvement of the university and library topmanagement have been the essential ingredients for the success of UBD in maintainingeffective and efficient library operations that has serve the university community for the pasttwenty years. The important characteristics of the library management are as follows:

The library operates based on the established vision, policies and strategic objectivesconsistent with the purpose and mission of the University Library.

The Chief Librarian is a member of the several University top managementcommittees (Principal Officer Meeting, Senate, Academic Planning MonitoringHuman Resource Development, University Strateg ic Plann ing Comm ittee)

Various Committees are set-up at organizational level to maintain, improve andundertake effort for the benefit of the community.

Establishing and promoting library policies and procedures to ensure consistency ofservices

Provide opportunities for the involvement of people at all level to achieve qualitythrough a communication platform.

Provide a communication platform at all level to relay organizational direction andvalues through committees and quarterly staff meeting.

Undertake continuous assessments of services through surveys, comments throughsuggestion box and faculty board meeting.

Provisions of management structure responsibility towards the strategic goals of theuniversity Library.

2.

Library Service Quality Assurance c-2


3. Customer Focus

UBD Library is ensuring that all its customer requirements are determined and met with theaim of enhancing satisfactions. These are achieved through the followings:

. Devising a customer service pledge statement

. Addressing requesVneeds through conventional library services (such as lending(including ILL) and reference) and also value added services (current awareness,external membership facility, etc.) based on established procedures and regulations.

e ldentifying new requirements by requesting faculties to assess and prioritize theirjournal subscriptions.

. ldentifying new requirements through distribution of book and journal catalogues fromtime to time.

. Communicating new resources through out the organization via e-mail, publication,internal mail.

. Continually focusing on process improvement to ensure value for the identifiedinterested parties through feedback and provision of resources.

o ldentifying new requirements through university formal forums and meeting (APMC,SENATE, Faculty Boards).

o Communicating new product information through seminar, workshop, email andlibrary publications.

o Establishing good rapport and understanding with suppliers and vendors locally andinternationally (provide user profile).

. Continuously identifying the current and impact of producing products or processesor change management.

o Consistently aware of the statutory and regulatory requirement that apply to theinformation provision (Copyright and Intellectual Property Right, Censorship, BruneiSecrecy Act).

. Cleanliness of the library is constantly maintained through contract cleaners.

4. Policy and procedures

UBD library functions and operations are governed by written policies and procedureswhich had approved by Committees at institutional and divisional level. Among theestablished Policy and Procedures are as follows:

. Terms and Reference of Library Committee (Library Statutes),

o Work Procedure Manual,

o Clients/CustomersServicesCharter,

o Library Lending and Membership Policy,

o Collection Development Policy,



o Bruneiana Collection Policy,

o Inter-library Loan Policy,

o Human Resource Develooment Policv.

The Library is currently working on its lT Policy, Information Access Policy and theCataloguing Policy.

Review of policies and procedures are undertaken as need arises.

5. Planning

The current library strategic objectives are spell out in the University 10 year Plan 2001-2010 Paper which is currently under review. Among the emphasis of this Plan are asfollows:

. lnstilling knowledge/information skills among UBD students and promoting life longlearning;

o Building specialized collection in size and strength especially in the acquisition ofprimary resource material;

. Strengthening the general collections that are responsive to the needs of thechanging environment of the university;

o Providing adequate training in lT for staff of the University Library to ensure effectivemanagement and use of the services and collection;

o Acquiring adequate resource funding to accomplish library mission;

. Establish and implement ICT in all components of the library operations;

. Developing homegrown databases applications and digitization and preservation ofresources electron ically;

o Provide relevant "public services" to the community of researchers, professionals,business community and the public at large including training.

6. Responsibility and Authority

Divisional responsibilities are documented in the Divisional Terms of Reference. Staffresponsibilities are documented in Job Descriptions and made known to all. TOR areassigned based on the best practices of the University Libraries universally.

The University Librarian is a member of the University Quality Assurance Committee. Asthe internal level a senior librarian has been assigned to look at need for the QualityAssurance standards. He will be responsible to ensure that processes for quality areimplemented and maintained; reporting on the performance of quality assurance and anyneed for improvement; ensuring the promotion of awareness of customer requirements.



7. Resource Management

The library is involved in the university decision making and in institutional budgetaryprocesses. The Library with the support of the University authority provides acceptablehuman and financial resources to ensure effective operations and services for achievingcustomer satisfactions. Technical and operational supports are given by relevantdepartments within UBD for various needs. These are as follows:

o Bursary for managing library finances,

. ICTC for ICT needs and requirements,

o Educational technology Centre for media publishing and printing,

. Registrar Office for human resource management,

o Estates Department for Building Maintenance.

7.1 Human Resources

The library has adequate and appropriately trained staff able to support the Library'smission, goal and objective. Aspects of employment policies and procedures arecoordinated through Registrar Office. Procedures and criteria of appointments arecontrolled by the Public Service Commission. The University provides opportunitiesto enhance the capabilities of staff to support their professional growth anddevelopment through the Brunei Government In-service Training Scheme andHuman Resource Development Scheme. All staff are aware of their responsibilitythrough divisional job descriptions. Staff performance is assessed through annualperformance appraisal system.

Internal staff policy are established through policy circulars and communicated to allstaff.

7.2 Access to Information Resources

The UBD library has sufficient information resources to fulfill its stated mission andgoals. A hybrid collection of printed and electronic resources are available. Thecurrent library collection are mainly relevant to the university's academicprogrammes, high quality from renown publishers/provides, and readily available andaccessible. The resources and services also took into account the needs of theuniversity research programme. These resources are mainly acquired through facultyrecommendations, gift and exchange, and recommendation of the library HODs.Currently the library collection stands at 400,000 volumes of books,519 printedjournal titles and 10 electronic journal databases and 1 e-book database.

Optimal use of these resources is fostered through the ongoing Library Orientationand the Information Literacy programme undertaken by the Reference and BruneianaDivision.

Access to electronic resources is allowed from outside campus through the provisionof User ids and passwords to users. But this will change with the introduction of a"single sign on systems" in the current e-librray@ubd gidital library project. Thisproject is expected to be completed by end of 2006. The library provides 40 PCterminals to access the subscribe resources and the Internet. UBD library is one ofthe best equipped libraries in Brunei Darussalam in terms of lT provisions.



The process of the acquisition and use of print, electronic and media resources aregovern by the Collection Development Policy. Request for purchase of informationresources are made using a special Acquisition Form and all faculty requests shouldbe approved by the respective Dean. The library disseminate new product viaproduct seminar, distribution of publisher's catalogues or promotion throughelectronic mailing systems. Product trial databases are arranged with suppliers bythe Acquisition Division from time to time to seek perspective from the academicstaff/community.

The university has assigned a special formula for the distribution of funds to facultiesbased on student number ratio. However, a contingency fund is made available tosupport those faculties with exhausted fund.

The library is using the Virtua library systems for its basic housekeeping functions. ltis currently embarking on a project to upgrade the library systems facilitiesencompassing enhancements of the existing library systems, digitisations of thelibrary resources (theses, UBD publications, past year's exam papers and oldmanuscripts) and also the building up a university library portal.

The Inter-Library Loan service is a complementing service to address the shortfall ofthe collection development of the University Library. Demand for this service isincreasing every year. The library has devised an Inter-Library Loan Policy tostreamline the services.

The library has a standard loan policy for various levels of users:

o Students 15 items for 2 weeks (renewable)

o Lecturer 30 items for 1 month or 3 month

. General/Administrative staff 15 items for 2 weeks

. External users

o Individuals 4 items for 2 weeks

o Government officers 4 items for 30 days

The library also allows online renewal, reservation and holds.

The library through its Acquisition and Serials Division is employing measures onreviewing the information resources available/subscribe. These reviews are normallyundertaken at the end of the year. These are undertaken by requesting faculty deanto prioritise existing subscription and replacing the title with new titles or by usagesurvey questionnaires of the resources provided.

Efforts are now undertaken to systematically evaluate collections resources andonline databases, both quantitatively and qualitatively.

7.3 Financial Resources

Every year the university received reasonable amount of fund to support theinformation resource requirements of University. This allocation also covers thegeneral operations of the library. The management of this fund is internallycoordinated by the Acquisition Department and channeled through the Bursar Office.


8.


The budget distributions of the faculty's information resources requirements willrequire approval from the Library Committee. The distributions are set by thecommittee based on the faculty's student numbers. Should the allocated budget isexhausted, request for additional budgets are normally allowed by the Ministry ofFinance. The request is possible through Virement Warrant request facilities.

The Acquisition and Serial Division is responsible for monitoring excess spending byfaculty and undertake review of the information resources purchased or subscribed.

The use of price quotations for item over BND $2,000 and government purchaseorders are required. Payment transactions are undertaken electronically using theTreasury Accounting and Finance Information Systems (TAFIS).

All library purchases are governed and controlled by the stringent Brunei GovernmentFinancial Regulations. Certain flexibility are given by the Ministry of Finance foroverseas purchase which has enabled the library to function accordingly.

These flexibility and availability of the additional funding has enable the library toprovide uninterrupted supply of information resources hence provide quality services.

Apart from government funding, UBD library is also allowed to undertake incomegenerating activities where income are deposited to the University Fund for futureuse of the library.

lnfrastructures

The library makes available a range of technologies for accessing information resourcesand delivers instructions on their use. The availability of PC terminals enables students tosurf the Internet, access the OPAC and subscribed resources.

The library building was designed to provide convenient access to all users including thosewith disabilities. Suitable accommodations are made available on every floor of the libraryto provide a conducive place for learning. The 500 seating capacity is adequate to servethe University community.

The University information systems infrastructure is already mentioned above.

Library opening hours are from Monday to Thursday, and on Saturday from 8.00am to9.00pm. Studies have been undertaken to start opening on Fridays and Sundays asrequest for weekend openings are now widespread among the university community.

Surveys are undertaken to evaluate performance and services, and statistical informationabout the services are regularly undertaken.

Operations and Processes

Ever since its inception twenty years ago, the library key operations and its supportprocesses conform to the practices of other universities in the region and Europe. The keyoperations are identified through the organizational structure, and work processed isdocumented in the Work Procedure Manual and individual and divisional job descriptionsand Terms of Reference. The University Library official motto is "Serving your informationneeds" and for the twenty years anniversary celebration we have our own "UniversityLibrary: 20 years the heart of UBD"

9.



Actions and processes are reviewed for quality output by superiors. The roles of peoplewithin are evaluated through observations and divisional performance reporting bymanagement.

10. Conclusion

The library has been the key support services of the university for the past two decadesalbeit several issues and challenges were encountered during these periods. The ever-presence support of the University top management was the critical success factors thatenable the library to face up to these challenges. With trained professional and para-professional staff providing quality skills and knowledge, coupled with the resourcesavailable to the library, it has provide an ideal environment for delivery of excellent servicesto the community and beyond. The most important point at this moment for the library tocontinuously maintain and improve the current services is augment the existing systems byadapting to international quality standards in the operations and delivery of services.Subsequently, achieving quality standards certification from internationally recognized bodywill be vital requirements to maintain the desired quality services and operations of thelibrary.


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Library Service Quality Assurance C-T4


Gadjah Mada University Libraries: Gurrent lssuesBy Mr. Ida Fajar PriyantoUniversitas Gadjah Madalndonesia

Introduction

Quality is often defined as "fitness for the purpose, fitness for use, conformity to requirements andabsence of defects. Meanwhile ISO 1 1620 (1998) states that library quality is "totality of featuresand characteristics of a product or service that bear on the library's ability to satisfy stated orimplied needs. In terms of services and products, an academic library should fulfill their strategicplans and the university's goal (Pritchard, 196). In addition, the academic library should alsoshow that the university environment makes use of the resources for the right purpose and thelibrary provides high quality services (Polland te Boekhorst, 1996).

According to Pindlowa (2002) academic library's quality is connected with services, product andstaff, facilities and space. Similar to what Pindlowa states, Hernon and Nitecki (1999)states thatservice quality within an academic library has three (3) areas:

1. resources (information content)

2. organization (service environment and resource delivery)

3. service delivered by staff

Resources or information content within a library can be in the printed or digital formats. Withreference to Indonesian academic libraries, there are still many libraries that have collections inthe printed forms, while some other academic libraries are developing into hybrid ones by way ofsubscribing to online databases. Another project for hybrid library is digitizing library collection sothat users will be able to search for and read information through desktops. One of the mainproblems of digital library in Indonesia is bandwith which is still low so that access is not so fast.However, for Gadjah Mada University libraries this is no longer a problem as the bandwith is highenough. Meanwhile library service environment is now changing-from manual to automated. Inaddition, resource delivery system is also changing from printed to digital format. Some usersalso get information resources from the library via email or CD as well as direct access to digitalor online subscribed databases.

This paper will mainly deal with the service quality of Gadjah Mada University Libraries in relationto those three areas above.

Overview of Gadjah Mada University

Gadjah Mada Universitywas established on December9,'1949. In the beginning, the universitycomprised of 6 faculties namely faculty of medicine, dentistry and pharmacy; faculty of law, socialand political sciences; faculty of engineering; faculty of letters, pedagogy and philosophy; facultyof agriculture; and faculty of veterinary medicine.

Nowadays, GMU has expanded and has 18 faculties (agriculture, agricultural technology, animalscience, biology, cultural studies, dentistry, economics, engineering, forestry, geography, law,mathematics and natural sciences, medicine, pharmacy, philosophy, psychology, social andpolitical sciences, and veterinary science. Within those 18 faculties there are 28 diplomaprogram, 73 undergraduate study programs, and 62 graduate study programs.

Library Sewice Quality Assurance c-15


ln terms of campus population, Gadjah Mada University is the biggest in Indonesia. Currentlythere are about 55,000 students studying in Gadjah Mada University including overseas students.Meanwhile up to February 2005 150,01 students have graduated from Gadjah Mada University.

Meanwhile, GMU Main Library was established on March 1 , 1955. That means, faculty librarieswere already established before the main library and those libraries are still in existence. Insteadof building a new library for all faculties, GMU decided to establish a network among thoselibraries via fiber optic as well as wireless LAN that began in operation last year. At present thereare 64 libraries comprising of main library, faculty libraries, graduate school library, anddepartment libraries.

GMU Library Development

During the last three years GMU library has been undergoing some development and the libraryhas been working hard to fulfill our strategic plan and the university's goal. Within the last threeyears, GMU libraries have been focusing on library services, human resource development, andnetworking.

Human Resource Development:

In terms of human resource development, GMU library has a lot of staff working in all libraries.Currently there are about 123 permanent staff and more than 50 other staff.

Library Human Resources

No. Educational background No Staff1 Master's Degree in Librarianship or

lnformation Studies12 +4 newly grad.

2 Underqraduate in librarianship 143 Dioloma in librarianshio 47+ Diploma in other subiects 45 Hiqh school 43

GMU library has sent some staff to study and attend short courses (mid-2003-present):

HRD Program

No. Tvpe of HRD Proqram No. staff1 Master's Degree in Information & Library

Manaqement (from 2003)5 4 graduated

1 runninq2 Undergraduate Degree in Librarianship

(from 2004)14 Running

3 Short Course in outreach program(Oberlin Colleqe) (2005)

1 Finished (funded bySanshi Memorial)

4 Short Course in lT for Libraries (2004) 1 Finished (funded byIFLA)

5 Short Courses in library services, publicrelations etc. Q}l2-oresent)

24 Funded by GMU

o Seminars on librarianshio & lT (2002-oresent) 23 Funded bv GMU



Library Networking:

The huge number of libraries within the university causes inefficiency of budget spending andhuman resources. lt also makes it difficult for library users to find information resources. So,during the last three years the library and the Service Center for lnformation technology andCommunication, GMU worked together to integrate the libraries by implementing fiber opticthroughout the campus libraries. This project really makes the library spending more efficient-atleast there is no longer duplication of collection in the libraries. In all, here is the project that thelibrary has been doing:

lT Projects

No. lT Proiect1 Fiber optic All libraries2 Wireless LAN All areas of the camous3 Librarv service Networkino4 Research reoort dioitizino oroiect5 Cvber Camous Librarv Cvber information & cafe

In addition, just right after we finished our internal networking (within the university), our nexttarget is networking within our province-a network among academic libraries, school librariesand public libraries. November 30, 2005 will be the date for the beginning of the networkingthroughout the province as the governor and rectors will sign a Memorandum of Understandingamong academic libraries and local authority as well as public libraries.

Library Projects:

ln order to improve our library services, some projects have been done such as founding newlibrary buildings and renovation of old libraries.

No. Proqrams1 Health Library building Completion in 2002 & in

ooeration 20032 Agricu ltural Technology Library Completion in 2004 & in

operation in 20053 Veterinary Science Library Completion in 2004 & in

operation in 20054 Renovation of Animal Science Library Completion & in operation

in 20055 Renovation of Universitv Main Librarv Completed in 20056 Smart Card in ooeration 20057 Regional lnformation Outlet-World Bank In cooperation with the

World Bank JakartaOpened inDec.2004

8 American Corner In Cooperation with theUS Embassv Jakarta

Opened in July2004

In addition to services, GMU library also holds programs such as presentation and exhibition. Asthe topics are varies, so are the audience-from librarians to students and NGOs.


No. Proqrams Description1 Presentation in various subjects for

public: terrorism, Higher Education,publications, labor union, fund raising,etc.

lndonesian and overseasspeakers includingnovelist from Holland andiournalist from the US.

Monthly

2 Artists' Paintino Exhibition Paintinos and sculoture Annuallv3 Exhibition on Children's book illustration ln collaboration with the

British Council4 Seminars on librarianshio Speakers are from

various areas: local,regional, national andinternational

monthly

5 Aceh library Recovery Program ln collaboration withResearch Center forPeace and Safety

July 2005


Program/activities

Meanwhile our traditional library activities-circulation, reference, etc.-are improving andseems that more users make benefit of our subscribed databases:

Collection Development

Library Usage

No. Items Number of ltems1 Books 520.660 cooies2 Printed Journals and Maoazines 3.096 titles3 Research papers 149,082 copies4 Newspapers 9 titles5 Databases (Ebsco, ProQuest, Westlaw) 17 titles

o Accessible Comouters 261

No. Service Number of Gustomers/month1I Librarv users 74,8902 Online users 156.0523 Reference Questions (online, on site)



References:

Hernon, P., Nitecki D., Altman, E. 1999. Service quality and customer satisfaction;anassessment and future directions. Journal of Academic Librarianship. 25 (1): 9-17.

fSO 11620. 1998. ISO 11620:1998/ADl:2003 lnformation and Documentation.Library Performance !nd icators.

Pindlowa, W.2002. High-quality information services to users as the fundamentalnecessity for building a modern information society in the European Union. In:EBIB Electronic Information Bulletin for Librarians, No.2.htto://ebib.oss.wroc.ol/enolish/oranUoindlowa.oho [accessed 20.05.051.

Poll R., te Boekhorst, P. 1996. Measuring quality: internationalguidelines forperformance measurement in academic libraries. IFLA Publication 76. Mtinchen.

Pritchard, S.M. 1996. Determining quality in academic libraries - Perspectives onQuality in Libraries. Library Trends. 44 (3): 572-94.

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Universitas Indonesia Library towards Quality AssuranceSystem

By Ms. Luki-WijayantiUniversitas Indonesialndonesia

Universitas lndonesia Librarytowards Quality Assurance

Sysfem

Luki-Wijayanti

[email protected]

Ul Library

As the first and the main reference forthe academic community to meet theirneeds of information to support theirstudy, research and community services.

Ul Vision

In a year of 2010 Ul is recognized as areputable world class university and asthe center of excellence for science.technology, and arts.

Excellent which is shown in the commitment,ethical values, dedication, scientific kuth andcreativityIntegrity reflected in a orientation ofcommitment, moral and ethical valuesTransparent which is reflected in theorientation of openness, trust and admitdiversitiesHuman which is reflected in the effort of Ul todevelop science, technology and art for thebetterment of human welfare.

MissionTo prepare the students to become members ofsocietywho have moral values, and having anacademic and profesronal competence that cancompete in a global world.To enhance the invention, development and creationof g-cience, technologres and arts for the humanwellareTo develoo students' concern and attention to thehuman welfareTake part in developing world's culture through thegraduates who has a global perspective, who aretolerant and love of oeace.

Ul Library Mission

Select and collect information resourcesto meet Ul community needs

Provide services needed by Ul

community

Build Ul-ana collection

Preserve corporate memory Ul

Library Seryice Quality Assurance c-24


Information resources qualitystandard: element

Availability of resources and facilities

Optimally utilized

PriorityEfficient

Sustainability

Information resources qualitystandard: criteria

Availability of facilities and resourcesneeded for learning process, researchand community servicesFacilities and resources are optimallyutilizedFacilities and resources are utilizedefficientlySustainability of facilities and resourcesfor Ul community

lnformation resources qualitystandard: indicators

Availability of access facilities

Qualifi ed information resources

Sufficient information resources foracademic community

Users satisfaction

Efficient

HR Management

Set up criteria for librarians (assistantlibrarian and librarian)) adopted fromthe standard stated by Ministry ofEducation

Set up HRD Policies

Set up system remuneration based onperformance

HRD 200{ .2005

Uni &hb.Abh $bll N &bblq) 97 6) 17 L)27 6) tl tg)19

Availability of access facilities

Campus network

Set up integrated library automationsystem

Ratio Pc to users= 1: 20

Library Sentice Quality Assurance c-25

Second Meeting of the AUNILO l|/orking Committee

Users satisfaction

2004 :56% stated that they are satisfiedwith library services

' 2005: 61.4% stated that they aresatisfied with library services

Thank you

Sutftclant infomrtion ntortca3 tot acrdamlccomnunlty

Books 273.497 E 1401.323q

283.2791431.694

Printed i@rols 111

PhD Disrtation 1.597ntr 1.638/1 12'

GEduate Thesis 10.521t4.219 11.789t10.874

R6€rch eDort 5.579239 6.32d2.@!

UnderoEdBte ftesis 39.636 55.561

InauguEl speech 663V58 987t287

National NmDaDer ta

Online dabbss 12 24

E-books 201 titl6 408 titl6

Qualified information resources

Set up written collection developmentpolicy

Set up SOP for library operations:technical (acquisition and processing)and user services


Second Meeting of the AWILO Working Comrnittee

The Way to Go: USM Libraries' Milestones on QualityBy Datin Masrah Hj Abidin and Ms. Habsah Abdul RahmanUniversiti Salns Malaysia LibraryMalaysia

Report on the status of quality assurance in Universiti Sains Malaysia Library is incorporated inthe paper written by Datin Masrah Hj. Abidin and Ms. Habsah Abdul Rahman titled The Way toGo: USM Libraries'Milestones on Quality.



Quality Management Sysem (OMS)

By Ms. Noriyah Md. NorUniversity MalayaMalaysia

QUALIW MANAGEMENT SYSTEM(oMS)

bvNoriyah Md Nor

Chief LibrarianUniversity of Malaya Library

Email : [email protected]

Q,tt QMs""'

M Quality Objectives: Vision, Mission

M Quality Manual

M Working Procedures - Standards

M Working Instructions, Manuals,Tools

M Others tools (Externals)

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M CERTTFTCATTON -SrRrM QAS rNT...

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l3TT,IOMS. - PRINCIPLES\re

El Organisation - Customer focused

M Leadership - quality culture, control,monitoring

E[ Involvement of all staff

EI Approach - via processess

EI Management based on system

EI Continual improvement

EI Decision making - by facts

EI Symbiotic relations - mutual benefits

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ow its began - Achievement History

M QualiW Awareness

M ISO Requirements -Understanding

M Products

M Documentation & Documents, Records

M Complaints, Suggestions, Feedbacks

M Monitoring and Measurement, Evaluation

{\lI, I UM Quality Vision, Mission\51

M Established: One Mission - for ALL

M Awareness - Staff, Customers

M Need - Apply and Implemention

EI Continual improvement & Evaluation

EI Competency & Training

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tE,l MS ISO 9001:2000 Certification\xtEIQMS REQUIREMENTS - EICMCNT 4

g 4.1 General requirementsg 4.2 Documentations requirement

4.2.1 General

4.2.2 Quality manual

4.2,3 Controls of documents

4.2.4 Controls of records

^J.- _\lIl OMS REQUIREMENTS -Element 5\ire

ET, Management Responsibility

5,1 Management commitment5.2 Customer focus5.3 Quality policy

5,5,3. Intemal communication -circula15

5,6 Management review

5.5 Review Input5.6.2 Review Output

f_l

15l OMS REQUIREMENTS -Element 6\-tEl 6. Resource Management

6.1 Provision of resources

6,2 Human resources

6.2,2 Competence, Awareness, Training

6.3 Infrastructure

6.4 Work environment

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QMS REQUIREMENTS -Element 7

. Product realization7.1 Planning of product realization7,2 Customer -r€lated processes

7.2.1 - Determination of requirement7.2.3 - Customer communication

7.3 Design and development7.4 Purchasing7.5 Production and sewices provision7,6 Control of monitoring and

measurement devices

QMS REQUIREMENTS - Elements 8

. Measurement, Analysis and Improvement

8.2 Monitoring and measurement8.2.1 Customer satisfaction8.2.2 Internal audit8.2.3 Monitoring and measurement

of processes

8.3 Control of nonconforming product

2il k.tng oth. AUNILOWo*i.g Cdmtu., Libdry S.Mo Odry &5u6*.

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[f l uM Gore Actlvities (PT)

ETT 01: Teaching & LearningM PT02: Research ManagementEI PT03: Human Resource ManagementEI PT 04: Infrastructure & Propefties ManagementEI PT05: Financial ManagementEI PT 06! Commercialisation Managementtr PT 07: Students Affairs Management

E PT O8: Library ManagementEI PT09: Residential Colleges ManagenmentEI PT10: Sports SeruSces/Cultural Management

2nd M..tns olfr. AUNrlowodinc Comft.: sr.ry S.d tu.|ry A$o..@


Second Meeting of the AUNILO ll/orking Committee

l!l Gampus Involvementlvt

g-ALL FACULTIES/DEPT

M 25 Responsibility Centress 17 Academic (Faculties/Institutess7 Non-Academic (Library, Bursar, HRM) &SStudents Affairs/Residentials

M 4,116 Staffg CLIENTS : STUDENTS (Undergraduates,

Postgraduates), Vendors/Suppliers

t--lIIIAMS -QAMU Central Gommitee\Ee

SI-QAMU (Quality Assurance Management Unit)x* MR (Management Representative)

EI Internal Audit - Twice a year

EI Management Review Meeting

M Quality Managers Meeting with MR

El QMS Monthly Awareness BriefingsM Continues improvement- proposals

& implementation

Ilf Quality Management Commlttee - UML\t

M Chairperson (Chief Librarian/Dept. Head)

M Quality Manager

M Documents Controller

EI Internal Auditors - Librarians

M Process Owner - Division Head

(BY Activity TasKorce)

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III PT 08 Library Managemenlw-gDT 08-01 Collection Development

ACQ Materials - Printed Monographs, Media Dan MicroformACQ Online Databases

: Cataloguing and Classification, lndexing

El PT 08-02 Customer S€rYices': Bibliographic Counselingr lnformation Searches & Evaluation': Document Supply, Interlibrdry loans

El PT08-03 Library Education &Traininglnformation Skills Course (GXEX1401) - Ist yearUndergraduate (Compulsory university cou6e)Information Skills Workshop - Postgraduate, Academi6Professional Training (External) - BSc Inbr. Studies, MLIS

t*tIJf Gontinual improvement, Monitoring\EC

M Identify * Project for improvement

M Preparation - Reasoning, Justification

M Implementation -Planning, Actions

M Measurement - Results, Outcomes

M Evaluation

M Selection - Awards

QMS - UM Library Achievement

WON Award for Continuing Improvement

"BRONZE'"Project on Stacks Management"

(2004)

El Presentation to other Faculty/Dept.



lr._\tEIOMS- UM Gurrents Q\-/t

El ISO MS 9O01: 2000 - the 2nd phase

': Re-evaluation Audit Oct 2OO5: Continue certification with NC (non-compliance)

E Public University QA (Quality Assurance)

Ministry of Higher Education (Malaysia)

Rating of University

M Professional Bodies recognition(International) -

: RIBA (Architecture) - Recognised (5 yrs)'CPA (Australia) - ??

QUALITY CULTURESummary

. CHANGING MINDSET

. STANDARD PROCESSES & PRACTICES

. PREVENTION AND CORRECTIVE ACTIONS

. CONTINUAL IMPROVEMENT

. CUSTOMERS FEEDBACKS & SATISFACTIONS

. HUMAN RESOURCE - COMPETENCE, TRAINING

. ENVIRONMENTS - PROVISION & SAFETY,

SIGNAGES. DIRECTIONS

ALL THE BEST - AUN Libraries

From

University of Malaya Library

50603 Kuala Lumpur

MALAYSIA

2l-F.# 2d &.6nC 6lh AUNILO Workng Cmmie.: Li&.ry $da tutiV &tur.d

MS ISO 9001: 2000

UNIVERSITY OF MALAYA LIBRARY

THANK YOU

?&F.b46 2d h.0n9 oth AUNIIO Wdine &mdb.: Librry S.d tul& &.unm 23

Qo*t - uM Gurrent Q'Portal

EI E- DOCUMENTS(ONrrNE)EI - Easy access by staff

El - Amendment/Changes and approvals

El - Conform to requirement

El - Documentation: Less papers



Quality Assurance @ DLSU LibraryBy Ms. Perla T. GarciaDe La Salle UniversityPhilippines

De La Salle University Library undertakes quality improvement initiatives to achieve its goals ofproviding excellent service primarily to the members of the academic community of the Universityand to its stakeholders. lnternal and external assessment processes are employed which providethe University Library opportunities to draw attention to its significant strengths and to highlightareas for improvement. The University Library collects and examines empirical evidence thatindicates the extent of accomplishment of its objectives that are translated to strategic plans.

Strategic Development Plans

Guided by the De La Salle University's Ten-Year Strategic Development Plans: 2003-2013, theDLSU Library aligns its plans with the University's strategic direction, including strategic decisionsand targets. These in turn are broken down into yearly operational plans and are subject toannual assessment to monitor the progress of achieving the expected outcomes. Both formativeand summative indicators are used to evaluate the accomplishment of the plans. The LibraryManagement Committee, headed by the Library Director with the librarians in supervisorypositions as members, plays an active role in the planning and evaluating activities. Involvementof the rest of the library staff in the planning and evaluating activities takes place in the sectionaland individual meetings with their respective supervisors.

To wit, below is the alignment of Library plans with the University's strategic targets:

DLSU-Manila 1 0-Year Strategic Decisionsand Tarqets:2003-2013

DLSU Library 10-Year Development Plan:2003-2013

A. Academics1. Academic ProgramsTargets:

All academic programs will havean experiential component toenhance learningAll course paper requirements willbe expressions of critical thinking, andpreferably research-basedAllcolleges will become nationalcenters of excellence.DLSU-Manila will be accredited by aninternational academic accreditingagency

Key Result AreasA. Academics

1. Digital library will be established and furtherdeveloped.

2. Selection and acquisition of highlyspecialized research collection will beincreased by 20 percent.

3. Seed collections for new doctoral programsin Engineering. Sciences,LiberalArts, and Education will beestablished.

4. A separate undergraduate college library tosupport the general education program willbe instituted.

5. A state-of-the-art information infrastructurewill be provided by introducing currentinformation technologies to users and staff.

6. A training institute for library informationspecialists, knowledge managers,information specialists, media specialists,and others will be established.


Second Meeting of the AUNILO l{orking Committee

2. StudentsTargets:. At least 50 percent of the top upper

quartile admitted freshman applicantswill enroll at DLSU-Manila

o lnterventions will be developed toaddress the problem of low studentachievement and to enhancecompletion rate

o DLSU-Manila graduates will achieve atleast a 90 percent passing rate inprofessional board exam inations.

. Graduate program enrollment in theUniversity will be increased to reach5000; of this figure, at least 500 will befulltime students.

Research Agendao All research centers will become

research institutes with definedrationales and viable researchprograms and research teams.

o Fifty percent of all college anduniversity journals will be refereed andabstracted.

o One hundred percent of senior facultymembers will publish at least onearticle in a refereed and abstractedjournal every year.

o One hundred percent of senior facultymembers will have at least one-ongoing funded research project everyyear.

Instructional Technology in LearningFacultyAcademic Linkages

3.4.5.

Students

1. All freshmen will be trained with basiclibrary skills through formal orientationclasses.

2. All methods of research classes will begiven instruction on how to do effectiveand efficient literature search.

3. All students will have the required basiccompetence in accessing onlinematerials.

4. All students will be information literate.

Research1. All research centers within DLSU-Manila will

be linked with the Library's network system.2. Collections that will compliment and

strengthen library collections of researchcenters will be acquired.

3. All rare books and historical archival will bedigitized by year 2013.

4. The Library will conduct project studies forthe enhancement of services andintroduction of new programs.

Linkages1. Linkages with AUN libraries and international

learning centers in the Asia-Pacific region willbe reinforced.

2. Exchange programs for library faculty andstaff in the area of training and developmentwith leading Asian libraries will be initiated.

B. Governance1. Institutional Culture and Formation

2. Human Resources/lndustrialRelations

Institutional Culture and Formation1. The Librarian's Code of Ethics will be practiced.2. Customer focused service will be demonstratedby all library personnel

Human Resources1. By 2011,100Yo of faculty librarians faculty

will have their Masters degree in LibraryScience.

Library Sert;ice Quality Assurance c-33


3. BudgeUFinance I BudgeVFinance

2. By 2013 all assistant librarians will belicensed.

5. All clerks will be computer literate.6. Library faculty will have familiarity with

at least one foreign language other thanEnglish.

7. lnvestment in ongoing staff development toensure needed competencies andmaximize job performance will be continued.

6. Qualified and competent understudy to fill inadministrative positions to be vacated byprospective retirees will be identified.

1. 10o/o ol the University's budget will beallocated for the library's capital acquisitiontargets.

2. A permanent and sustaining libraryendowment will be provided

3. Competitive salary scale for licensed libraryfaculty and assistant librarians will besustained.

4. Financial assistance from ACUCA, UnitedBoard, Japan Foundation, and otherfunding agencies will be tapped.

4. hysical Facilities I Physical Facilities

I L A separate undergraduate learning

I resource and information center will be

I established.

| 2. A separate digital library will be arranged.

| 3. A separate area for the Archives and

I Special Collections will be explored.

| 4. A docking area for book deliveries will be

I d"signated.I 5. Additional mobile compact storage

I tystems to augment shelving space

| ,"Ouirements will be acquired.

I5. Information Technology in I Information Technology in AdministrationAdministration

Target:o All major operational systems and | 1. All library functions and management operation

processes (i.e., communication, I and processes will be computerized.enrolment, library, finance) of the

I

University will be computerize, I

C. Development I Community Service

I operation will be committed.

I

I Public Relations4. Public Relations | 1. A national recognition award will be garnered.

1. Community Service I t. Extension service to one provincial academic2. Alumni Development I library for its capability building in terms of3. Resource Mobilization I collection management, staff training, and service



lnternal Self-Assessment

The University Library undergoes self-assessment process periodically in several ways. Theseinclude the recording, distributing and or disseminating monthly, trimestral and annual summaryaccomplishments to concerned administrators that include the Academic Vice President forAcademic Services, the library personnel and the members of University Library Council. Thedocumented report includes data on acquisitions, technical services, circulation activities,reference queries and users education, shelving, online and electronic resources usage, offcampus access, staff training and development, inter-library cooperative activities, physicalfacilities and computer hardware and software upgrade, income and expenses, and other routinetasks. A common data collection mechanism and format for report generation has been institutedfor consistency and ease in interpreting, analyzing and trending purposes. The accomplishmentreport is highlighted by the summary of significant activities not covered by the statistical report.This includes projects, studies, surveys and other concerns that are not part of routine tasks.Studies and surveys are continuously conducted to determine other needs that have to be met.Results of these become the bases for making decisions and prioritizing concerns that have to beaddressed.

For the past five years, from academic year 2000-2001 to 2004-2005, the following projects andstudies have been effected:

2004-2005: Assessment of Indoor Air Quality

Technology and Engineering Collection Assessment

Review of the Pathfinder Service

2OO3 -2004: Purchase of New Integrated System, Millennium of lnnovative, as

2002-2003..

Replacement of T- Series System

Online Survey on the lmpact of the New Library Integrated System

Matching of Syllabi Citations and Titles in Two Filipiniana

Bibliographies, Directory of Filipino Writers and Summer Instituteof Linguistics) against the Book Collection

The BCL-Book Collection Development: an Assessment

DLSU Library Needs Assessment Survey (lnstitution-wide)

Evaluation of DLSU Library Online Periodical Holdings

A Review of the Book Chute Service: 1999-2002

Full Operation of the Electronic Classroom

Reconciling and Cleansing of Accession Records

Online Survey on Library Staff Salaries Among Selected AcademicLibraries

Survey on the Satisfaction Level of DLSU Graduates of 2000

Survey on Book Titles Listed in DLSU Course Syllabi for Collection

Upgrade

2001-2002:

2000 2001:



External Accred itation

ln 2002, the Philippine Accrediting Association of Schools, Colleges and Universities (PAASCU),a private, voluntary, non-profit and non-stock service corporation, granted DLSU-Manila Level lVaccreditation status. DLSU-Manila is the first school in the Philippine to receive such status andis recognized by Center for Higher Education CHED, as "an institution that has distinguisheditself in a broad area of academic discipline and enjoys prestige and authority comparableto that of international universities."

When the programs of four colleges (CLA, CBE, COS, CED) of DLSU-Manila were thoroughlyevaluated by a team of outside accreditors in 2001, the University applied for Level lVaccreditation status with in mind the rigid criteria set by PAASCU: "(1) At least 75 percent of itsprograms must have attained Level lll status for a minimum period of 10 years, i.e., twoconsecutive terms of five years each; (2) Excellent outcomes in research as seen in thenumber, scope, and impact of scholarly publications in refereed national and internationaljournals; (3) Excellent outcomes in teaching and learning as proven in the performance ofits graduates and alumni and the continuing assessment of student achievement; (4)Excellent outcomes in community service and the impact of its contributions to theeconomic and social upliftment, on both regional and national levels; (5) Evidence ofinternational linkages and consortia; and, (6) Well developed planning processes whichsupport quality assurance mechanisms."

The highest status awarded to DLSU was the product of long years of continuing improvement ofeducational quality through self-evaluation, peer judgment and compliance with commonlyaccepted standards of quality education. From the preliminary accreditation survey visit to theaccreditation of various academic programs applying for different levels of status set by PAASCU,the following areas are evaluated:

. College/School Community Involvement

. Faculty

r lnstruction

. Library

. Laboratories

. Physical Plant

. Student Services

. Administration

Under the Library Area the accrediting team headed by a designated chairperson valrdates theself-survey ratings by examining evidences and accompanied by observation and interviewsduring the survey visit. The Library is assessed and rated in six divisions namely: administration,collections, personnel, financial support, services and use, and physicalfacilities.

The Level lV accreditation status is not the end itself but an opportunity to go on improving withthe end goal of working beyond sustaining the status. In fact another team of accreditors will re-accredit the College of Engineering (COE) academic programs in early February 2006. PreviousCOE survey visits were made in 1994 and 2000. The area ratings for the Library during thosesurvey visits were 3.90 and 3.93, respectively. There were several other survey visits after 2000and the Library has always been evaluated every time. These scheduled visits were:


Year of the Visit Programs for Accreditation

2000 March 6-7 Colleqe of Enqineering2001 Dec. 3-4 College of LiberalArts, College of Business and Economics,

Colleqe of Science, Colleqe of Education2003 Nov.20-21 Colleoe of Comouter Studies2003 Julv 1B-19 Graduate Proqrams in Education, Arts and Science2005 Julv 22-23 MBA Prooram of Graduate School of Business2006 Feb. ? Colleoe of Enqineerinq


Gonclusion

Self audit and accreditation by an external agency are two mechanisms employed by DLSULibrary in ensuring itself, its stakeholders and the University that its policies, systems andprocesses for the development, maintenance and enhancement of quality in all its services arefunctioning effectively. The results of the assessments become the bases to identify areas ofstrength and excellence and areas in need of improvement in short, medium and long term. TheDLSU Library is committed to undertake a continuing, systematic, and effective qualityassessment program.



AUN.QA ASSESSMENT EXERCISE

Institution/University: De La Salle UniversityDate:24 November 2005Scope of Assessment: LibraryAssessor: Perla T. Garcia

Criteria 2 on Teaching/LearningNo. 6: Learning ResourcesLevel 1: The university shall be able to provide adequate learning/instructional resources.Level 2: The university shall develop a digital library and allow access to member universities.

*To include comments below under " Observations" if felt necessary by assessor.

Observations:

Full documentation of all plans and processes that support the criteria need to be done.

Strengths:Access facilities to the collection are adequately available and user friendly.

Proposed suggestions for the indicators (e.9., track the availability of computer perstudent or access to online course content):

Indicator Indicator Value (1-7).Level 1

1. Record of inventory of learning resources (e.9., number ofcomputers in total to number of students in total, laboratoryequipment)2. Record of procedure for use of library3. Documentation of access and use of various learningresources by students and teaching staff4. Adequacy of collection vis-d-vis curricula needs

oo4

Level 2'1. Record of development plan to create a digital library2. Record of developing university-wide links and networkingacross library units in all faculties and centers, and allowingeasy and cheap access to AUN member universities

5

5



Literature Gonsulted

1. Barry, Thomas, J. Management Excellence through Quality. Milwaukee, Wis. :

ASQC Quality Press,l 991 .

2. Burrif l, Clude W. and Ledolter, Johannes. Achieving Quality through Continuallmprovemenf. New York :Wiley. 1999.

3. De La Salle University System. l)-Year Development P/an. DLSU System:Manila Philippines, [2003?].

4. Federation of Accrediting Agencies of the Philippines. Towards Quality Education.

5. PAASCU. Towards the Third Millennium a Continuing Quesf for Excellence, 1957-1997.

6. Philippine Accrediting Association of Schools, Colleges and Universities. Directory1987-1988.

7. Philippine Accrediting Association of Schools, Colleges and Universities. Directory1996-1997.

ptg: 11.25.05



B. Governance DLSU tIBL lnstitutional Culture &Formation

4

2. Hunu Rmorurm/hrihatielRelatiors

1 6

3. Budset/Finance I 4

4. Phvsicd Facilitied 3

5. IT in Administration I I

C. Development DtSU tIBL Communiw Service I t2. Alumni Develooment t 0

3. Resource Mobilization 2 0

4. Public Relations 6 I

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Second Meeting of the AUNILO LTorking Committee

Library Service Quality Assurance C-41

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Quality Assurance at the University of the PhilippinesLibrary SystemBy Prof. Salvacion M. ArlanteUniversity of the Philippines DilimanPhilippines

I. INTRODUCTION

Quality assurance is defined as the totality of planned systematic actions necessary toprovide adequate confidence that a product or service will satisfy the customer requirement(Glowacka, 2002). According to a vast majority of accrediting associations around theworld, quality assurance is synonymous or equivalent to accreditation. The GermanAccreditation, Certification and Quality Assurance Institute, the Council for HigherEducation Accreditation of the United States, with more than 60 American national,regional, and specialized accrediting organizations as members, and the Swiss Center ofAccreditation and Quality Assurance of the Swiss Universities, use the two termsinterchangeably. However, there are other countries that make a distinction between thetwo terms. They look at accreditation as something universities do themselves and tothemselves; quality assurance is what an outside agency does (Cruz, 2005).

The University of the Philippines serves as the standard of higher education in thePhilippines. lt does not submit itself to outside agencies for accreditation. In the samemanner, the University of the Philippines Library System does not have to go intoaccreditation for it to be recognized and operate as a partner in the pursuit of highereducation. The UPDLS is the largest library system in the country not only of its vast andvaried resources but also in the magnitude of its programs and services. However, theUniversity and its colleges, offices, research and administrative units maintain some sort ofquality assurance of their programs and services. lt creates instruments for which itsprograms and services are evaluated. In effect the University practices quality assuranceor accreditation upon itself.

In any service-oriented organization or even a profit-oriented business enterprise, qualityassurance plays a vital role as it may make or unmake said organization or businessenterprise. lt is safe to say that the lack of quality assurance or absence of it in the deliveryof services may render an organization useless and finally its demise.

The University of the Philippines Library System (UPLS) is no different from the above-mentioned organization or business enterprise. lt needs to provide services that wouldmeet its clientele satisfaction. Because the UPLS is a tax-supported institution, it isimperative that its services must meet the requirement of its academic clients. To ensurecustomer satisfaction and attract substantive financial support from government as well asprivate institutions and foundations, the UPLS applies quality assurance at all levels of itsoperations and services.

This paper presents the UPLS experience at ensuring quality assurance in its operationsand services so that its academic customers'satisfaction is continuously met.



II. RESOURCES AND SERVICES OF THE UPDLS

THE UNIVERSITY OF THE PHILIPPINES

The University of the Philippines (UP) is the premier state university of the Philippines. ltwas established in '1908 to provide advanced training in the arts and sciences. Throughoutits history, UP has played a leading role in responding to the needs of the nation, stressingacademic excellence and quality learning. This role finds expression in the University'sprincipal functions: instruction, research and community service. lt offers a wide variety ofcourses and has produced renowned experts in various academic fields. Many nationalleaders have graduated from the University. Regarded as the "bastion of freedom," it hasproduced intellectuals whose critical thinking continues to influence all walks of life. ltenjoys international recognition for the academic and non-academic achievements of itsstudents and faculty members.

After 97 years, UP has become a "multiversity." lt has now established its presence in allmajor islands and groups of the archipelago through its seven autonomous units whichhave evolved into centers of excellence: UP Diliman (units for arts and sciences), UPManila (health sciences), UP Los Bafros (agricultural sciences), UP Visayas (fisheriesand aquatic resources), UP Mindanao (environmental management), the OPENUniversity (distance education), and UP Baguio (arts and sciences)

THE UNIVERSITY OF THE PHILIPPINES LIBRARY SYSTEM (UPLSI

The UPLS is a network of libraries located in seven campus universities, each of which hasa Main Library managed by a University Librarian and several college or unit librariesstaffed by professional librarians.

The UP System has a University Library Council composed of University Librarians, Vice-Chancellors for Academic Affairs and student representatives with the Vice-President forAcademic Affairs as Chair, to coordinate library-related projects like its digitization,networking and inventory control, as well as to evaluate and implement policies referred toit by the policy-making bodies under it. Policies are decided by the President of the UP andapproved by the UP Board of Regents before they are implemented. The Library Councilacts as the policy-making body in the operation and maintenance of unified standardspursuant to the concept of a totality of library resources and services of a multi-campusuniversity. lt adopts rules and regulations for the university system-wide application,subject to the approval of the President of the university; establishes mechanisms forcoordinating and implementing a library services network; and assists the President in theallocation of library grants and donations.

Each autonomous campus has a Library Board with faculty and student representatives,the University Librarian as Secretary and the Vice-Chancellor for Academic Affairs as Chairto make policies on library collection development, library fees, staff welfare anddevelopment, services programs of the university library and others.



THE UNIVERSITY OF THE PHILIPPINES DILIMAN LIBRARY SYSTEM (UPDLSI

MISSION. VISION. GOALS

The UP Diliman University Library's mission is to provide library users the best possibleaccess to information in support of instruction, research and extension; and the bestpossible information services through the use of new lCTs as applied to libraries.

Its vision is to be among the best academic libraries in the region in terms of libraryresources and quality of information services provided to users.

It has three goals, namely: strengthening library resources and services; automation of theMain and Unit Libraries; and Human Resources Development.

The UPDLS develops its resources and design its services based on these mission, vision,and goals.

ORGANIZATION OF THE UPDLS

UP Diliman is the flagship campus of UP. The University Library UP Diliman has one MainLibrary and 33 College/Unit Libraries. The University Librarian supervises the Main Libraryand in coordination with the College Deans, the College/Unit Libraries as well. Each collegehas a Library-Faculty Committee with the following functions: 1. recommends theacquisition of books, periodicals and other library materials based on the needs of theCollege to ensure a well-balanced collections development program; 2. adopts policiesconsistent with university rules and regulations to meet the College's special need; 3.assists in acquiring additional library resources including funds, books, equipment, etc.; and4. serves as a link between the library and the faculty and staff of the College.

RESOURCES

Library resources consist of books, periodicals, non-print materials, including electronicresources on CD-ROM and online resources, and special local collections/materials,pamphlets, theses and dissertations, microforms, sound recordings, video recordings inbeta, video home system (VHS), and CD-ROMs. Size of the collection for the entire UPDLSis 1 ,'139,257 volumes of books and 29,461 serial titles broken down as follows:

Main LibraryArchivesArts and LettersFilipiniana BookFilipiniana SerialsForeign serialsGeneral ReferenceMedia ServicesSocial Science

Book & Non-Book Materials39,80052,46396,185

35,65514,35190,589

329,043

SerialTitles789784

4,9042,094

377

7,705

16,653TOTAL


Second Meeting of the AUNILO I(orking Committee

College/U n it Libraries

Archaeological Studies ProgramArchitectureAsian CenterAsian Institute of TourismBusinessEconomicsEducationEngineeringFine ArtHome EconomicsHuman KineticsIntegrated Schoollslamic StudiesLabor & Industrial RelationsLawLibrary ScienceMass CommunicationMusicPopulation InstitutePublic AdministrationScienceSocial Work & Community DevelopmentStatisticsTechnology Management CenterThird World Studies CenterUP PampangaUrban & Regional Planning

Total

Grand Total

1,17515,65749,92411,05633,92787,83084,66569,032

9,58032,4878,055

30,7583,551

10,9349'1,38012,37630,12338,409

5,18149,92463,43117,17512,191

1,1857,821

10,16622,221

810,214

1,139,257

1,07721448485

504547405

1,91799

39210444

104509

1 ,186413

1,084109208363

1,709483

8'1

126535

575

12,808

29,461

The electronic journal subscriptions include Litfinder on literature, Westlaw on legalresources, Proquest Academic Research Library, IEEE/IElectronic Library, Ovid's CurrentContent, Search Science Direct, and Scopus on humanities, life, physical and socialsciences. Also available via the Philippine e-Lib Project are the EBSCO CompleteAcademic Package covering 1O databases (Academic Search Premier, Business SourcePremier, Biomedical Reference Collection, Computer Source, ERIC, Information Scienceand Technology Abstracts, Psychology and Behavioral Sciences, Sociological Collection,Military and Government Collection, MAS Ultra, ACM Digital Library, AIP/APS Journals,Britannica Online, Compendex, IEEE Computer Society Digital Library, XreferPlus, ACSJournals, ASTM Standards Databases & Index, CAB Abstracts and Project Euclid. The UPLibrary home page is also linked to around 20 open access electronic journals and 4electronic books.

The UPDLS homepage (http://www.mainlib.upd.edu.ph) not only provides links to theseelectronic journals but also provides access to the bibliographic resources of the UPDLSthrough its OPAC, including the Filipino language and Manuel A. Roxas Papers databases.



Altogether, the libraries of UP Diliman, which are strategically located in different parts ofthe campus, have a seating capacity of 3,000 readers at any given time.

The Main Library also houses a number of special collections namely: Women StudiesCollection, Human Rights Papers (SELDA), UP Publications, Bicol, Cebuano, Hiligaynon,llocano, Pampango and Tagalog Collections, Local History File, Picture File, Art Workssuch as paintings and sculpture, Government Documents, Seminar Papers and FilipinianaArticles in Foreign journals and Rare Filipiniana Books.The Main Library of the University of the Philippines in Diliman is also the official archivalagency of UP. Established in 1974, the University Archives and Records Depositoryhouses University records of permanent value and personal papers of Universityadministrators, faculty, and alumni. Foremost of these are the official records of the Boardof Regents, Executive Committee, University Council, administrative officials of theuniversity, individual records of Diliman colleges and units, official publications such UPGazette, UP Newsletter, Philippine Collegian, reports of committees created by the UPPresident and Board of Regents, memorabilia, plaques, trophies, pins, posters,photographs and theses and dissertations of the colleges. On display at the Archives arecontributions of the UP to the celebration of the Centennial of the Republic of thePhilippines in 1989.

The Archives maintains computerized indexes to the Philippine Collegian, UP Gazette, andthe Minutes of the Meetings of the Board of Regents for easy retrieval by officials, studentsand researchers. A Conservation Laboratory was set up in the Archives in 2000.

SERVICES

Aside from the usual reference, circulation, cataloging, information and bibliographic andindexing services, the UPDLS offers a variety of other services, such as:

1. Binding, microfilming, digitizing and other preservation methods;

2. Computerized acquisitions;

3. Document delivery;

4. Exhibits;

5. E-mail, Internet access;

6. Inter-library-loans;

7. Institutionallinkages;

8. Library orientation, tours, lectures and other education services;

9. Media services

10. Reader's advisory services

11. Referrals

12. Research and publications

13. Extension/Community services

The libraries are open Mondays through Saturdays. They are closed on Sundays andholidays. Due to demands from the UP community, the General Reference Section, MainLibrary has been kept open until midnight Mondays through Fridays since 2000. Use of the


Second Meeting of the AUNILO Ll/orking Committee

OPAC, Internet and materials from other library sections are offered after 6:00 p.m. in theGeneral Reference Section.The UPDLS is also a major partner in the Philippine elib project, a computerized resourcethat offers the following services:

1. Current awareness service;

2. Selective dissemination of information:

3. Full text downloading;

4. Literature searches;

5. Document delivery;

6. E-Journalsubscription;

7. Mailing List; and

B. Rapid responsive and knowledgeable customer support (guaranteed 24 hoursresponse time).

The computerized system used by the UPDLS is MAELISA, a system that can becustomized to suit the requirements of the UPD libraries. The distinctive features ofMAELISA which make it ideal for academic, special, medical, and research libraries, are asfollows:

1. MARC compatibility which allows one to download or copy similarly machine-readable (MARC) records from databases, like OCLC' CATCD, ITS for Windows andLibrary of Congress Online Catalog for cataloging purposes;

2. 239.50 compliant which allows worldwide search of databases with 239.50 servers;

3. Automatic shelf-list Card Generation which can be saved to other formats like text, rtfor html;

4. Automatic overdue notification through SMS or Email for the delinquent borrowers;

5. Online Bulletin for posting and reading messages by library users;

6. Automatic Reservation of library materials directly from OPAC terminals or throughthe lnternet;

7. Selective Dissemination of lnformation (SDl) to users regarding the availability ofmaterials in their topic of interest through SMS or Email;

8. Electronic Data Interchange (EDl) services for inter-library loan, including photocopyrequests;

9. Supports Multimedia Files which allows saving and viewing on images, sound andvideo clips in the database; and

10. Supports Linking to Online resources available in the Local Area Network or a UPLfound in the World Wide Web.



III. QUALITY ASSURANCE AT THE UPDLS

Standards for UPDLS operations, staff performance and services are drawn from policiesand decisions arrived at by the University's policy-making bodies. At different levels of thehierarchy, policies are shaped and standards are set up to ensure quality of staffperformance, resources, operations, and services of the UPDLS. This is a key feature ofquality assurance as practiced at the UPDLS.

Consequently, the UPDLS developed instruments that reflect these policies. These aredescribed below:

UNIVERSITY LIBRARY ORGANIC ACT

Adapted by the University Library Council of the UP System on its 2nd Meeting, 22 February1991, the University Library Organic Act and University Library Rules and Regulationsindicate the various instrumentalities of the University Library and regulate the manner oftheir operation. They are the guidelines by which faculty members, researchers, studentsand the public in general may use the library facilities, and avail themselves of its servicesas effectively as possible in their endeavor to contribute to the world's fund of knowledge.This organic act was promulgated to realize the library's goal to truly serve the University ofthe Philippines in its pursuit of truth, knowledge and wisdom.

The organic act contains a preamble, a general policy statement and 10 articles, namely:

Article I The University Library

Article ll The University Library Gouncil

Article lll The University Library Board

Article lV The University Librarian

Article V The College Librarian

Article Vl The College Library Committee

Article Vll Resources

Article Vlll Book Fund and College Library Fund

Article lX Users of the University Library

Article X University Library Rules and Regulations

ACQUISITION POLICIES AND MANUAL OF PROCEDURES

The guidelines on acquisitions are subsumed under ten topics, namely:

1. Ordering. Certain requirements have to be met prior to processing of book orderscoming from both the unit/college libraries and sections of the UP Main Library.

2. Verification of Allotment. This is done to ensure that allotments are available for thepurchase of library materials.

3. Selection and Recommendation. The rules specify duplication policies for books andperiodical subscription, limits on cost of books that may be purchased, etc.



Canvass and Quotations. Because the UPDLS is a government agency, canvassingand quotations of prices of books to be purchased must first be obtained from severalbook dealers prior to processing of payments of such library materials.

Periodical Subscription. Specifies the types of subscription allowable and sets theprocedures to be followed for renewals, claims/receipt of missing issues, andcancellation of subscriptions.

Accessioning and Bar Coding. The rules under this heading include a mandatoryaccessioning of purchased library materials and the assignment of bar codes foreach title/volume purchased. An accession inventory list is prepared not only forprocessing of payment purposes but also as a record keeping requirements ofpurchasing uniUcollege library/sections of the Main Library and the governmentauditing office assigned at the University of the Philippines Diliman.

Currency Conversion. Specifies the formula for the conversion rate to be used forthe computation of the actual price of the materials for purchased.

Processing of Invoice Payment. Certain supporting documents have to be obtainedprior to processing of payments. These documents include, among others,requisition issue voucher, inspection report, Commission on Audit acceptance report,letter order, accession inventory list, canvass/quotations, bank certification,photocopy of invoice or proof of payment, and certificate of sole/exclusivedistributorship.

Procedure for processing of payment for acquired library materials not chargeableagainst funds not administered by the UPDLS is also provided.

Communication. Procedures for communicating problems concerning selection,ordering, payment, etc. are also specified in this acquisition policies and procedures.

RUTES AND REGUIAT'O'VS O'V READERS SERY'CES

Specified in the rules and regulations on readers services are the type of library users theUPDLS serves with corresponding library and borrowing privileges and charges for use ofequipment. The rules also specify cost of fines for late return of circulation and reservebooks and charges for lost books.

CATALOGING POLICIES AND PROCEDU RES

The rules name the various tools used by the UPDLS to describe and classify librarymaterials. Also provides specific guidelines in the cataloging and classification of specialcollections (e.9. Filipiniana), the establishment and maintenance of catalog records andfiles such as the union shelf-list, name, subject and series authority files. The guidelinesalso specifies the level of detail in bibliographic description, provision of analytics andchoice and forms of headings for special and Filipiniana materials and specific ruledeviations from the standard tools. The library's computerized catalog record is in MARC2l format making it compliant with ISO 2709.

5.

b.

7.

8.

9.

10.

Library Service Quality Assurance c-s0


INDEXING POLICIES AND PROCEDURES

One of the oldest but continuing services in the country is UPDLS' indexing services. ltsproduct, the Index to Philippine Periodicals, is being subscribed to by hundreds of librariesand research centers in the country as well as abroad. lt is available on CD-ROM and inprint. The Bibliography and Indexing Section of the UPDLS Main Library developed amanual and procedures that follows many of the provisions as set forth in ISO 999:Information and Documentation-Guidelines for the Gontent, Organization andPresentation of Indexes, Second edition, 1996 and ISO 5963 : Documentation-Methods for examining Documents, Determining their Subjects, and Selecting IndexTerms.

LIBRARY STAFF MANUAL

Provides information and guidelines on the following:

1. Personnel Policies and Procedures from the Civil Service Memorandum Circulars.such as:

a. Recruitment and selection

b. Policy on government working hours

c. Position classification and pay plans

d. Promotions and performance evaluation

e. Personnelactions

f. Conduct and discipline

g. Complaints and grievances

2. Employee Benefits and Privileges

a. Leave of absence

b. General benefits

c. Benefits from the University

3. General Information and Other Matters

a. Special detail

b. Outside activities

c. Secondment

d. Teaching in other educational or training institutions

e. Limited practice of profession and management of private enterprises

f. Invitation to speak in other educational institutions

g. Reports and disclosures

h. Penalties



STANDARDS FOR LIBRARY STAFF SIZE

The standards on staff size was set up to ensure that the University Library shall haveadequate number and variety of staff to develop, organize and maintain the collection, andto provide reference and information services in support of the instructional, research andextension functions of the university.

The size of the library staff shall depend primarily on three factors: enrollment, collectionssize, and growth of the collection. Among other institutional and organizational factors tobe considered are the library services and programs, as well as the academic degreesoffered and the size of the faculty and staff.

The library personnel should consist of professional, clerical and administrative staff. Thelibrarians should perform the core academic and professional functions of the library;collections development, reference services, and essential activities associated withbibliographic control of materials. A ratio of 2 support staff to 1 librarian should be provided.All categories of personnel should have appropriate education and experience as qualifiedin the description and classification of University Library positions.

The standards provide the following formula to arrive at a standard library staff size:

a. Size of Enrollment. For each 500, or fraction thereof, FTE (fulltime equivalent)students for the first 10,000, one librarian should be provided.

b. Size of Collection. For each 50,000 volumes, or fraction thereof, in the collection, onelibrarian should be provided.

c. Growth of Collection. For each 2,500 volumes, or fraction thereof, added per year, onelibrarian should be provided.

d. Hours of Service. For every 18 hours, or fraction thereof, exceeding the regular 40hours of library service per week, one librarian should be provided.

e. Services and Programs. For every 250 usage per day for the computer, archives andA,/V services, one librarian should be provided.

f. Degrees Offered. For every five (5) graduate degree programs with at least 250students, one librarian should be provided.

g. Size and Configuration of Facilities. For every library occupying more than two (2)floors, or two (2) physically separate units, one librarian should be provided.

h. Size of Faculty and Staff. For every '150 faculty and staff, one librarian should beprovided.

The foregoing were been arrived at based on several existing standards developed by thefollowing institutions and organizations, namely: Philippine Association of Academic andResearch Libraries (PAARL), Philippine Association of Accrediting Schools, Colleges andUniversities (PAASCU), Association of College and Research Libraries (ACRL), BritishLibrary Association, Canadian Association of College and University Libraries, and theAustralian University Commission.



STANDARDS FOR LIBRARY COLLECTIONS

The library holdings shall be adequate to meet curricular, instructional, research andextension programs of the institution. The collection shall consist of upto-date andrelevant books, serials, pamphlets, documents and non-book materials. The provision oftextbooks is not the responsibility of the library but multiple copies of frequently usedmaterials shall be provided.

For books, a core collection of 10,000 well-selected titles is necessary for the college/unit toeffectively support its educational programs. In addition to the core collection, ten (10) titlesshall be provided for every undergraduate student and twenty (20) titles for every graduatestudent.

For periodicals, a core collection of current and relevant titles (local and foreign) shall beprovided also. The recommended number of periodicals based on enrollment is as follows:

Enrollment No. of Periodicals(Techn ical/Professional Journals)

Less than 1,000 students 50

1 ,001-3,000 students 75

Over 3,000 students 100

Additional titles based on major fields offered are to be provided as follows:

For every field of undergraduate concentration or major subject field, additional 3 titlesshould be provided.

For every field of graduate concentration, additional 6 titles should be provided.

For every field of graduate concentration, doctoral work or equivalent, additional 10 titlesshould be provided.

There should be a continuing and carefully planned program of selecting and procuringlibrary materials. The faculty shall actively participate in the selection of print and non-printmaterials especially in the area of specialization. The library on the other hand, shall set upwritten policies and procedures to facilitate and effectively carry out the selection andacqu isition activities.

STANDARDS FOR STAFF PERFORMANCE

Staff performance is evaluated based on a standard set up by the University Library andapproved by University authorities. Each task assigned to a staff is given a minimum valuefor which evaluation is based which may be either, poor, fair, satisfactory, very satisfactory,or outstanding. A separate instrument is administered every six months for librarians andresearch staff and administrative/clerical staff.



IV. ENSURING QUALITY ASSURANCE AT THE UPDLS

The UPDLS employs several monitoring instruments to ensure quality assurance of itsresources, services and programs. These are described below:

STAFF PERFORMANCE EVALUATION

This is done twice a year to determine how staff members are able/unable to meetstandard of satisfactory performance. The result of the evaluation is one of the measuresby which library services are gauged. lf there are more staff members whose workperformances are evaluated above the standard, this may mean that services andimplementation of library programs are also more than satisfactorily delivered.

UNIVERSITY LIBRARY EXECUTIVE STAFF MEETING

The University Library Executive Staff composed of the University Librarian as PresidingOfficer and Heads of Sections at the Main Library and Head College Librarian of CollegeLibraries as members, meet bi-monthly to discuss a variety of concerns and issues amongthem evaluation of implementation of library programs and delivery of services. lt is also inthese meetings that standards and procedures are reviewed and revised as needed.Individual library section or college library's problems are brought out and suggestions fortheir solutions are recommended. Where an issue/concern becomes too complex, acommittee is set up to study/research on the matter.

COLLECTION EVALUATION

The strengths and weaknesses of the collection are continuously evaluated thru the collegefaculty library committees, head librarians and feedbacks from the library's academicclients. Inventory and de-selection are undergone at least once a year. The UPDLS alsoallows students of library and information science students as well as students of relatedfields to evaluate the UPDLS resources, programs and services thru research projects asrequirements for their graduation.

REPORIS

Head librarians are required to submit annual reports and other reports as may be requiredby the University Librarian and University authorities. These reports quantify and qualifylibrary's achievements and failures concerning collection development, service delivery,and programs implementation.

FEEDBACKS

Through the UPDLS OPAC's online bulletin (visitor's area:feedbacks concerning services, resources, programs andattention immediately. The e-mail is regularly checkedlibrary's clients.

guest book and library forum)others are collated and givenfor other feedbacks from the

The foregoing shows that although the UPDLS does not seek accreditation, qualityassurance is one of the features of its operations. Perhaps, many of the features of qualityassurance are being observed by UPDLS. We have set our goals and formulated qualitypolicy. We have ensured clear-cut quality management organization. The UPDLSconducts regular internal audit and identifies activities and responsibility in the delivery of



services. Most especially, the UPDLS has an organizational set up that ensures control ofall processes from the top to the lowest level of management.

Since ISO 9000 is widely used to evaluate performances and services of many librariesthroughout the world, we have to go over again its features and compare them to what weare doing. In the end, we may be able to improve our standards and raise them higherthan ISO 9000.

V. CONCLUSION

The principles of Quality Assurance frequently refer back to the library's mission and visionstatements, goals, objectives and strategies. lt requires that library's top management byword and deed, display commitment to continuous quality improvement. Most importantly,the quest for quality must be given meaning through actions. Advocates of QualityAssurance call for organization whose culture is quality-driven, customer oriented markedby teamwork, and avid about improvement. Transformation, however, comes from manydirections and cannot be accomplished quickly, cheaply, or easily. While professionalknowledge, standards, and codes which have been developed over decades cannot bedisregarded or summarily thrown aside, it would probably benefit librarianship, and otherprofessions as well, to create ongoing dialogue with our customers for the purpose of betterunderstanding and anticipating their information needs (Barnard, 1994).

REFERENCES

Barnard, Susan B. "Total Quality Management : Customer-Centered Models forLibraries : Total Qualitv Manaqement in Libraries "A Sourcebook.Edited by Rosanna M. O'Neil. Englewood, Colo. : Libraries, Unlimited.1 994.

Cruz, lsagani. "Quality Assurance and CHED", ln Mini Critique [column] The Philippine Star.November 3. 2005. o. 12.

Glowacka, Ewa. "An Introduction into Quality Assurance and Total Quality ManagementReference to Library and Information Institutions." ln Quality in Libraries. PartArticle - EBIB No. 112002. Also availablehttp://ebib.oss.wroc. ol/enol ish/sranUolowacka.php

University of the Philippines (Diliman). Library. "University Library Organic Act." 1991 .

University of the Philippines (Diliman). Library. "Cataloging Manual and Procedures." 2005.

University of the Philippines (Diliman). Library. "Acquisition Policies and Manual of Procedures."2005.

University of the Philippines (Diliman). Library. "Rules and Regulations on Readers Services.2005."

University of the Philippines (Diliman). Library. "Staff Manual." 2005.

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Second Meeting of the AUNILO lI/orking Committee

LIBRARY REPORT

STATUS OF QUALITY ASSURANCE ATNANYANG TECHNOLOGICAL UNIVERSITY

(NTU) LIBRARY, SINGAPORE

Choy Fatt CheongUniversity Librarian, NTU

SubmittedforThe Second Meeting of the Asean University Network Inter-Library Online (AaNILO)

Working Committee,30 November - 2 December 2005


Second Meeting of the AUNILO kltorking Committee

SECOND MEETING OF THE ASEAN UNIVERSITY NETWORK INTER.LIBRARYoNLINE (AUN|LO) WORKTNG COMMTTTEE 30 NOVEMBER - 2 DECEMBER 2005

THE GURNEY HOTEL, PENANG, MALAYSIA

STATUS OF QUALTTY ASSURANCE ATNANYANG TECHNOLOGTCAL UNTVERSTTY (NTU) LIBRARY :

BUILDING ORGANIZATIONAL INFRASTRUCTURE TO SUPPORT QUALITY WORK

1. ORGANIZATIONALCHANGES

In June 2004, Nanyang Technological University (NTU) Library initiated a seriesof major organizational changes in response to the expansion plans of the University.Three new schools, namely the School of Art, Media & Design, the School of Physical &Mathematical Sciences and the School of Humanities and Social Sciences were opened inJuly 2005. In addition, a number of new programmes at undergraduate and post-graduatelevels were also started, some in partnership and alliance with other well-knownuniversities in other countries. At the same time, the University, together with the NationalUniversity of Singapore (NUS) was also preparing for corporatrzation (expected in 2006).The university leadership also called for a stronger professor-centric and student-centricfocus in our approach in serving the university community. There was also a significantchange of senior management staff of the University, including the University Librarian.Against the background of all these changes were the relentless and tremendousadvancement in the information environment and marketplace brought about by theinformation & communication technology (ICT) revolution. In turn, ICT has also createdhigher expectations and demands from students and staff in their learning activities, workand all aspects of their lives.

It was clear that the Library as it was structured in mid 2004 will not be able tofunction effectively if we want to serve our users well and contribute significantly to thevalue of the University. The last one and half year was therefore spent on resffucturing thelibrary organization to enable it to be more responsive to current and future changes.Happily, the University's clear directive on user-centreness is very much aligned with thetraditional user-oriented values of the best libraries in the world. The user-cenffenessapproach is in fact a key orientation of any quality service plan or strategy. Generally"quality" is defined in terms of the ability in meeting or exceeding users' expectations.

2. OVERALL FRAMEWORK

NTU's Library planning and implementation of quality services is based verystrongly on our key strategy of "focusing all activities on the user" . Over the last year, theLibrary has been putting in place a framework in achieving quality in our outcome andwork processes. However there are still many areas that we need to develop good practicesand quality improvement, particularly in the areas of quality assurance and measurement.For example, we do not follow any established quality programmes such as LibQual &ISO9000, though we are exploring these approaches in the next work year. The diagram(figure 1) below illustrates the broad framework on how we are moving towards a qualityfocused orsanization.



Resources

EXPRESSION Services

Environrnent

Figure I

The goal of our quality orientation is broadly to meet and exceed our users'

expectation. However users' expectation of the library depends on their degree ofawareness of the services and potential value provided by the library. Many users,particularly undergraduates are not aware of the rich resources and servicesprovided by libraries and are focused mainly on facility provision and loan services.

Quality is expressed through how well the library provides information resources,

services and a conducive environment to support the activities of staff and students.

These are the front-ends of the library's work, through which users makejudgments on the effectiveness and quality level of the library.

The Library needs to have strategies to drive the quality desirables of the front-endservices. The main driver is our user-focused orientation. Thus, all policies,services and action are examined through the point of view of the user beforeimplementation.

Action refers to more detailed plans and processes to deliver the front-end servicesof the Library. This would also include regular measurement and monitoring ofprocesses and outcomes. Our Library is lacking in this last aspect as we werefocusing on implementing the overall framework in the last one and a half year.We will be exploring in greater depth and implement a more systematic qualityassurance system over the next year.

t.

2.

J.

4.

GOAL

Process Measurement & feedback

Meetlng &exceedlng

users'expectatlons

User-focus

Objectives



3. IMPLEMENTATION

This section provides a brief overviewimplemented in NTU Library.

of how the above framework is actuallv

& GOALS

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Figure 2

The quality goal is a general statement that is implicit in all the work that we do.Our basic reference is the Library mission and the 8 goal statement that we set ourselves(see figure 2). We expect that these goals and even the mission will undergo some changesas we function in a highly fluid and unpredictable information environment.

Our key sffategy in achieving our mission and goals is "focusing aII activities onthe user" (see figure 3 below). The organizational changes in the last year were basedprimarily on this single focus. Thus all librarians, including some heads of departmentswere given subject responsibilities that include collection development, instruction,promotion, reference and liaison work, in addition to their respective operationalresponsibilities. The objective is to re-orientate our focus to real users' needs instead of oninternal library technical processes and efficiencies.

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. Subject tib{arian s}6tem

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. Promotion activitiesPlcarunt cncountcml'oriti r t' ; rt'rtr'pt ionI aan do, R€rpoi9rre

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Figure 3

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STRATEGIES

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Figure 4

Library Ser-vice Quality Assurance c-62

Second Meeting of the AUNILO LVorking Committee

Instmctional activities were given high priority and a new Library PromotionServices Division was formed to create and sustain high level of awareness of libraryresources and services amons our students and staff.

One of the key qualitative outcomes we want to achieve is the change in perceptionof our users. We send a clear message to the library staff on what the Library sees as asatisfactory situation in our relationship with users. Thus we hope to reach a situationwhere many users are grateful for the library services we provide. We want every userencounter with our library staff to be a pleasant and productive one. The user must goaway with something positive, no matter how small. We also want users to think of thelibrary in positive light, that we have "can do" attitude, is responsive, supportive andforward looking.

A set of operational strategies was also developed to provide pathways to movetowards our goals (see diagram 4). These sffategies focus on deliverables to users and theuniversity community.

The goals and strategies are further translated into a series of outcomes for eachoperational division and subject librarians (see diagram 5 below). These provide moredetailed guide posts for library divisions to devise their action plans.

Figure 5

To execute concrete action plans and ensure that each division's work iscoordinated, the Library prepares a Work Plan before the beginning of the work year. Thework plan of each division is derived from the outcome statements as well as the Libraryoverall strategic and operational goals for the year (see diagram 6). Presently the WorkPlan acts as a guide and monitoring device on the progress of our work and not so much as

a hard and fast list of deliverables.

FUNCTIONS, SCOPE & OUTCOME OF LIBRARY DIVISIONS (oct qFF \,\\r.\\(;2oo4t 9f; i'xiiriliii:riRevised 11l8l0s

CONTENT

1. Acquisitions Division 4. Digital Resourees Oivieion 7. Instruction Service3 Division2. Serials Division 5. Circulation Services Division 8. Library Promotion Diviclon3. Bibliographic Scruices Oivi3ion 6. Information Seruices Division L Project & Developmcnt Division

10. Subject Librarians

. Coordinate alt new pubtjcati0n notjficatjons . Staff members wjth r8sponslbititv forand disseminate them to respective subject ] setecting materials for the tibrary arelibrarians and other approprjate channels I jnfomed about new publicatjon output

. Maintain syst'ms and procgdurBs t0 auow I wortdwide in the subj'ct area of interBst

subject Librarjans and other reLevant 5taff to I the university mmmunity

re@ive new material notification quickly and

reguia[y

. Ensure that the Universjty communjty has a

number of channets through whjch they can

request for the purchase of library materiaLs

. En5ure that the Library stdff has access to a

comprehensive and up-to-date acquisition tooLs

and re5ources t0 support sourcing from d wide

Acqui$itionsDivision

a



Underlying the whole framework is the encouragement and implementation of amore open, communicative and consultative organizational environment supported by aflatter organizational structure. The goal is to give greater empowerrnent to individual staffmembers, particularly to professional staff at this stage, and later to other line staff. This isan important initiative as we believe that it is people, and only people who can makethings happen. If we develop our staff well and give them the power as well as therequired resources to act as individuals as well as in groups, innovation and responsibilitywill naturally follow.

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Figure 6 Figure 7

An important pre-requisite to a more open, consultative and responsiveorganization structure is the need to democratize knowledge and information. Staffmembers, from the lowest to the highest levels should be provided with all the informationnecessary for them to plan, act and reflect. To this end, an intranet-like system (callTeamsite, see figure 6) was implemented to deposit library management information forall to access. Minutes of meetings, reports, plans, policies and procedures are readilyavailable to all (from clerks to professional staffl at the click of a button. Information isgiven on a "good to know" rather than "need to know" basis. In addition, regularcommunication sessions in different formats (whole library, divisions, small groups andindividuals, within and across work units) are held over the year to disseminateinformation, discuss issues and motivate staff members.

4. CONCLUSION

Through the processes described above, the Library has put in place the skeleton of aframework that will enable us to continuously add on to in delivering quality services as

well as imbue quality in all the work that we do. Our next steps are to fill in all the areas inthe framework that needs attention (e.g. outcome measurements, finer perforrnanceindicators, quality assurance programme, etc).


STATUS OF QUALITY ASSURANCE

NANYANG11i(:l I N()t-(x;l(:.\1.LNN.TRSITY

NANYANG TECHNOLOGICALUNIVERSITY LIBRARY


Ortcome of d{vtslm3 and subject tlbrrrlans

E NA\YA$tf i\i.';i:i,i

GOAL

User-focus

Obiectiws

FM\vtrKt{ iii'r'iuri

{r University expansion - 3 new schoots

.l Other new programmes In existing schoots -

atliances & oartnershios

. Preparation for corporatization (2006)

o New campus directive - student & professor centric

o Significant change in personnet at university top tevel

il Tremendous changes in ICT - higher expectations &demands from users

tFl \.\\r\\(.CHANGES eiri'iiiiiii,\

USER CENTRENESS .---*

To respond tocurrent & futurechanges

QUALITY SERVICE

I

MAJOR RE.STRUCTURING INORGANIZATIONAL STRUCTUREIn June 20(X

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Quality AssuranceBy Kim-Chew Ah TooNational University of Singapore LibrariesSingapore

Status Report of National University of Singapore Libraries

(1) Library quality service

Services provided by the academic library contribute towards meeting the university'sobjectives in teaching, learning and research. Vision of NUS Libraries is "To be apremier knowledge hub that promotes the University's global knowledge enterprisevision", and our mission is "To deliver just-in-time information with passion and a smile".

(2) Standards

NUS was required by the Ministry of Education to implement a frameworkinstitutional level quality assurance - QAFU (Quality Assurance Framework forUniversities).

Under the NUS framework for Excellence, NUS Libraries submitted an internal QAprocesses to support Teaching Goals. Below are examples of library QA processes in3 main areas: (1) Availability and accessibility (2) Service, and (3) Resource utilizationrate. Some of the performance measures were adapted from ISO 1 1620 : 1998.

forthe

Performanceindicator

Performance measure Definition

Availability and accessiCollection Percentage of required titles in

the collectionThe percentage of titles, required by at least oneuser, that is already owned by the Library

Median time of re-shelvingbooks

The median time lapsed between the time booksare returned from the loan counter to the timebooks are available

Automatedsystem

Automated system availabil ity The percentage of time that the system isavailable and working to a specified standard ofperformance, as compared to the scheduledhours of availability in a specified period of time.

ServiceDocumentdelivery

Median time of delivery ofarticles (not in library collection)received electron ically

The median number of days between the date therequest is made and the date it is deliveredelectronically to the user

Acquisitions Median time of acquisition ofbooks that are commerciallvavailable

The median number of days between the date therequest is received and the date the book arrives

Cataloguingand physicalorocessino

Median time of processing anurgently required book

Median number of days between the day the bookis received and when it is available on the shelves


(3)


Measure performance

In order to achieve its mission and vision, NUS Libraries develop long term strategicgoals based on Balanced Scorecard as guiding principles and focused on 4perspectives :

lnnovative initiatives (Learning & grovvth)

Timely & Qual ity Services (l nte rn a I Processes)

Positive customer experience (Customer)

Resources to facilitate teaching, research & learning (Sfakeho/ders)

There are Key Performance Indicators (KPl) set for each objective of the strategic planto measure the effectiveness of the Libraries in accomplishing its goals.

Below are some examples in Strategic Plan 2004 :

Performance measure Definition

Resource utilization rateFacilities Seat occupancy rate The percentage of seats in use at time of survey

Electronicresources

Number of logins per year tothe Digital Library homepage

Total number of hits as recorded by the logfile ofour weD server.

Number of logins per year tothe Library Instruction Online(LroN)

Total number of hits as recorded by the logfile ofour web server.

1. lnnovative initiatives

Goal StaffKPI I Achieve 40 hours of traininq oer staff oer vear for 90% of staff

2. & seryrces

Goal Acquire info assetsKPI I Median time of acquisition of books from overseas that are commercially available -- 4.5

weeKs

uino uroentlv reouired titles -- 1

Goal Deliver Info assets

KPIMedian time of delivery of articles (not in library collection) received electronically - 3workino davs

3. Positive customer experience


I

ino of Central LibraGoalKPI

Ambiencethe


Goal AccessibilityKPI Median time of books returned at General Loan Counter of holding library

accessible within 30 minutesKPI To ensure that the 98% accessibility to the Digital Library Services and

collection is maintained

(4)

4. Resources to facilitate research &

Monitoring and Evaluation of the QA

NUS Libraries do not utilize any assessment tool like L|bQUAL or ServQUAL, howeverevaluation of library service quality / QA is carried out in various ways at different levels.

lndividual level:

Under the NUS Performance Management System, staff performance is evaluatedagainst the objectives set in their PMS plan. These measurable objectives are relevantto the department work plan, which is cascaded down from the Libraries strategic plan.

Deoartmental level:

Department's work plans are prioritized and aligned to the Libraries strategic goals.

Librarv level:

The quality of library processes and services are monitored/evaluated through theachievement of the KPI stated in the NUS Libraries Strategic Plan.

There is also a Quality Service Manager, who promotes quality culture at NUSLibraries.

Conduct NUS Libraries user satisfaction survey.

Universifr level:

Students perception SurveyFaculties Perception SurveylnternalAudit

External:Accreditation reports from visiting academic and professional.

Gonclusions

NUS Libraries, like any other academic libraries, is now facing great changes in theinformation environment and increasing requirements for accountability within theuniversities. While it is even harder now to measure the actual value of the Libraries,we can take steps to ensure that the services provided are timely and appropriate. QAcycle of setting standards/indicators, monitoring performance and assessment, is ameans of improving and ensuring library service quality, and, in turn, to account forlibrary contribution to the quality of higher education.

(s)

70o/o of users rate the performance of library 4 and above on a scale of 1

- 6 (Excellent). based on the Feedback forms received



iltil hy iq$nfiil$(1) Library quality service

(2)Standards

(3) Measu re performance

(4) Monitoring and Evaluation of the QA

(5) Conclusions

vlstoNTo be a premier knowledge hub thst promotes theUniversity's global knowledge ent€rpriso vision

MISSION

To deliver just-in-time information with passion

and a smile

NUS Llbrarlss CORE VALUES

. Resoecl:Rgspect for differoncss, fostoring mutual trutt and teamwork.

. Integrity:Hon€sty and professionalism in our conduct.

.Commitment:Dedi€tion and owne6hip that cr€t€s valus for the NUS Libraries.

.Excellence :

Emphasis on attaining the highest standards in service; shared

oride in exGllence achieved by membe6 of the Libraries

NANONAL UNIVERSIW OF SINGAPORE

VlrionTomrds a Global Knovd€dg€ Entspnsebuilding synggiG between €duelion, Barch and entreprendGhip

MlraionAdvan@ knwledge and l6tq innovation, edu€te students & nurture talent,in seNj@ ot @untry & s@iety

Nt S Llbrartss

VldqTo b€ a pmbr knilledge hub that pmotes f|e Uniffiiq/s ghbal kno^,ledge€ntamrise vision

Mi$ionTo deliverjust-in-time infomation with pa$ion and a smile



NUS Statlstical Highllghtr

. 313115 Students (asat30September2004)

. 663'l Facully and Staff (as at 3'1 August2m4)

. l0 Faculties

. 58 Teaching Deparlments

NUS Llbraries Statbti€al Highllght6

Annual Statistlc8 (as at June 2004). Collectlons: '1,228,130 uniquo titles

' Memborship:62,345registercdmembsrs. L@ns: ovor 1.22 million ldns

QAFU

(Quality Assurance Framework for Univensities)

QAFU - Examptes

Availability- d the coll€ctlon, facilldo8 and automated 3y3tema

Service- document dollvery, acqulgltlon!, genoral l@n3, roference,

catalogulng .nd physlcal proc€a3lng, current Journals

Resource utilization rate- facllltlea, loan3, olcc{ronlc re3ources

NUS LlbBrioE' Strsteglc Plan

Standards

QAFU lndicators

llcdiin lire of acquilltion of bootr lh.t .a cdmrcldlyavaiLble

gm ot po6..lng .n uroantly oqulcd b@l

Numbar of loClna pea tEa b th. Llbnry Inatruc0on Onllne

Measure performance

UbEry StEtcglos galan6d Scorcarda4 mr6mctlw6l

lnn@!tive lnltlatlws Leaming & grwth

nmoly & Quallly Servles lnlernal F

PcltlE cuatomlr gxpldsn@ Custorur

Re.il@s to frcllitat tlachlng,Gsoarch & loaming

Stakeholdo6



Eremples in Strategic Plan 2004

l. 'D,tr'd|atn,J'dll.Gql St fr d.wlogm.ni

KPI Achieve 40 hou6 ot trainino Der staff fEr year br 90% of staff

2 nnfue qt rnysiilG€l Acquin info a3$tgKPI Median time of acquisition of b@ks from oveFeas that are ommercially

available - 4.5 weeks

Gdl Organira Info ilelsKPI Median time of cataloguino urgently required titles - 1 workim day

G€I Dallvcr Info .!sl5KPI Median time of delivery of anides (rc| in library @llection) reeived

el6lmni(:ajlv - 3 worlino daw

Eemples in Strategic Phn 2004

t Po{''nd'6tnJ.4tfto.G€l Ambien@ (ohvsic!l)

KPI Complete the upgrding ot Central Library prcmiss

Goal Ac6ElbllltyKPI Median tim€ of books retumed at Gae.al Loan Countetr of holding libEry

&c6sible within 30 minutes

KPI To ensure that the 98% a@e$ibility to the Digital Library Seryic6 and@ll*tion is maintaned

1 Resouffi to f'clttt,L tachtng, Nwh E lmlngGdl lmgo, RcputltionKPI 700/0 of users rate the performance ot library 4 and above on a s€le of 1

(Very P@r) - 6 (Ex@llent). based on the Fedb&k fms .4€aved

NUS Librrbr Bd.nd S@rc*d 20q - wr [email protected]@l|||dE

Monitoring and Evaluation of the QA

* lndividual level

* Departmental level

* Library level

* Univercity level

* External

hadlruE

ffirg|dr:ry.E

Staff Performance Management System aaYagvlCc on



Library Service Quality AssuranceBy Dr. Kwanchadil PhisalphongBurapha University LibraryThailand

The Library has accepted the education quality assurance policy from the University since 1998.At first, the Library had implemented and gradually developed the ISO 9002 as benchmark forthis objective. In 2001, the Library has implemented and developed the IPO system to enhancework quality to meet the 9-elements of education quality criteria set by the Ministry of UniversityAffairs or the present name as the Commission on Higher Education, Ministry of Education. Lateron in 2004, the Library has implemented ISO 14001:2004for managing environmentand energyconservation system.

The criteria of the 9-elements of education quality are:

o Philosophy, objective, vision and plano Studying and teaching: Library serviceo Student activity. Community service. Researcho Conservation of art and cultural heritage. Administrationo Finance. Quality system

Besides this quality system, the 55 basic activity program, the ISO 9002 document system, andthe ISO 14001 have been implemented. On top of that, the Library has adopted the nationalpolicy to conserve energy and carried on many human resource development projects.

To achieve the quality standards, the Library has set the philosophy, commitment, and vision asfollowings:

. The Philosophy: Library is the learning resource for developing the society.

o The Commitment: We are going to be excellent in library services that are convenient,speedy, accuracy and friendly.

o The Vision: To develop efficiency of Library staff and to achieve quality of services byusing information technologies in order to meet international standard.

To achieve the quality required, the Library has the Quality Assurance Committee thathas the Library director as the chairman. The deputy director who is responsible for qualityassurance is vice-chairman. The heads of all departments and the chairmans of the threesub-committees are members of the Quality Assurance Committee.

o The three sub-committee are as followed: 9-Elements Quality Assurance Sub-Committee: to implement, examine, and assess the quality of the Library as the qualitystandard set by the Commission on Higher Education, Ministry of Education.

. 55 Promotion & Auditor Sub-Committee: to proceed the SS-quality system in everydepartment of the Library, as well as to examine the quality of 55 along with thestandard of 53.

o ISO 14001 Sub-committee: to enhance quality of environment and conserve energyusing by the Library.



Quality Assurance System of Burapha University Library

The result of quality assessment process are as followed:

. The Library has the quality documents which are very useful for all technicalworks and services. The quality documents include a quality manual, as well aswork procedure (WP), work instruction (Wl), and forms, guided by ISO 9002system. The Library also has the quality assessment reports of the year 2001-2005.

. Each year, the Library has internal audited by the Quality Auditor SubCommittee followed by the auditors of the University to examine and assess thequality of the Library by using criteria of the 9-elements standards. Every 5years, the Library has to be assessed by the external assessors and in the year2003, the Library had already been assessed by these external assessors.



55 activity is the important basic quality standard of the Library. Every one ofstaff accepts and joins this program very efficiently. The big cleaning day (BCD)is one of the 55 activities that allows all staff to develop environment around andinside the library building. To maintain 55 in the Library, every department is

visited by the Library administrators and audited by the Auditor Committee every4 months. Every time of auditing, each department is graded and get 55 flag asthe symbol to show how efficiently they achieve in 55 quality for their areas. Theflags have 3 colors and have meanings as followed: green is excellent, yellow is

very good, and blue is good. At the end of the year, the winning departmentgains the honor prize. One more thing of the 5S promotion program is that everylibrary staff is willing to wear the 55 uniform on every Wednesday.

The library realizes that staff is the most important factor to achieve theexcellent services, therefore, the library pays attention to develop staff to gainhigher efficiency in their professional and especially to serve users with servicemind. The plan for human resource development which has various activities,such as library visits, continuing studies, trainings, and attending seminars orconferences has to be done, implemented, and evaluated every year.

For the energy saving project, the Library can reduce more than 70o/o ofelectricity energy consuming before and pay 2 million Bath less per year in

comparison with other libraries which have the same size and activities. Thelibrary has set up many principles in order to save and manage energy usageefficiency. The most important thing that the Library can achieve this project is

the staff that pay high attention and willing to conserve electricity energy.

The Library has achieved the certification on the Environmental ManagementSystem based on the Standard requirement ISO 14001:2004, on September 18,

2005.

The Library has continually improved towards customer satisfaction as a basisfor success in library services and realized that in order to achieve the quality,the management's determination, teamwork, and the united spirit of each andevery staff, all of which are indispensable.

Only cordiality, determination, perseverance, and participation from all staff will enablelibraries to achieve the quality required.



. The Library has accepted the educationquality assurance policy from theUniversity since 1998.

. ISO 9002 for document system

. The 55 basic activity program

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The criteria of the 9-elementsof education quality

Philosophy, objective,vision and plan

Studying and teaching:Library serviceStudent activityCommunity serviceResearchConseruation of art andcultural heritageAdministrationFinance

Quality system

The criteria of the 9-elementsof education quality

Philosophy, objective,vision and planStudying and teaching:Library serviceStudent activity

!Community serviceResearchConservation of art andcultural heritageAdministrationFinance

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The Philosophy

. Library is the learning resourcefor developing the society

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Quality Assurance Systemof Burapha University Library

In 20O4, ISO 14001: 2004 for managingenvironment and energy conservation system

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The Vision

ffi @:,To develop efficiency of Library staffand to achieve quality of servicesby using information technologiesin order to meet international standard

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services that are convenient, speedy,accuracy and friendly,

. Every year, internal audited by the QualityAuditor Sub Committee followed by theauditors of the University

. Every 5 years, external audited byexternal assessors

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55 activityThe big cleaning day (BCD)Every depaftment is visited by theLibrary administrators and audited bythe Auditor Committee every 4 months

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Status Of Quality Assurance At The Genter Of AcademicResource, Chulalongkorn UniversitybyAssisf. Prof. Dr. Pimrumpai PremsmitC h u I a I o n g ko r n U n i v e rs i ty- Q u a I ity Assurance ( CU-OA )Thailand

In 1996, Ministry of Education / the Ministry of University Affairs (now Office of the HigherEducation Commission) announced the policy to encourage all universities to establish qualityassurance system. The National Education Act of 1999 indicated the importance of qualityassurance in education, mentioning internal quality assessment (lQA) which is the responsibilityof each academic institution, and external quality assessment (EOA) which is the task of newlyestablished public organization-the Office of the National Education Standards and QualityAssessment (ONESOA).

Chulalongkorn University realizes that quality assurance would assist all departments anddivisions to further develop organizational effectiveness and would generate the public trust. Theuniversity, then, introduced a quality assurance system, starting as policy guidelines at theUniversity Council's meeting on July 27,2000. Departments and divisions are was allowed toselect the QA system suitable for their activities. The university established a system called CU-QA 84, comprising 4 standards, namely, CU-QA 84.1 for teaching, CU-QA 84.2 for research, CU-QA 84.3 for administration and support, and CU-QA 84.4 for academic services. The mission ofCU-QA is to improve the system of quality assurance, the information system and resources ofacademic and research process, to monitor the practice of quality assurance, to put the feedbackand evaluation into practice to improve academic activities.

The year 2003 marked the first external assessment by the ONESQUA from the end ofNovember to early December. The assessment has been set to perform once every five years.

The quality assurance activities are cooperated by the CU-QA Division. The campaign "Learningand Sharing" has started since 2004, focusing on the e-Document Quality Management Systemand the deposit of knowledge on QA best practices of internal and external agencies. Moreover,the CU-QA activities are centered around the update and improvement of CU-QA standards, forexample the Chulalongkom University Cuniculum Quality Assurance (CU-COA) will be added as partof CU-QA 84.1.

ln 2005, the CU-QA Quality Prizes/Awards was first announced to promote value creation for thequality audit, to encourage participation in CU-QA activities, and to be used as a tool for learningand sharing among faculties and institutes within the university.

CU-QA 84.3 the Genter of Academic Resources (CAR)

The first step in developing a QA system for CAR was to study and assess QA systems thatwould be suitable for the Center's operations. CAR chose to follow CU-QA 84.3 of the university.At first, committees such as Quality Assurance Management Committee, lnternal Audit Committee,and Customer Satisfaction & Demands Assessment Committee were assigned. A Quality Manual(QM), Procedure Manuals (PM), and Work Instructions (Wl) have been produced as guidelinesfor operations. The quality policy of CAR is to "develop management and service systems toensure maximum customer satisfaction."

The internal quality assessment started in January 2002, focusing on each department'sperformance. Once the IQA had been completed, the external quality assessment werescheduled in March 2002. The Center fulfilled all requirements and received the Certificate ofApproval from the University in November 2002.



In 2003, lt was required that all units within the university provide/the Self-Assessment Checklist(SAC) and present Self-Assessment Report (SAR) and be ready for the assessment of theONESQA, in November. The first risk evaluation of CAR was done.

The first surveillance audit was also performed on July 22,2004. The second risk evaluation wasdone this year.

The CAR was awarded the CU Quality Prize in September 2005 in the category "5S and Safety''as a result of hard work and dedications. The 53 philosophy: Seiri-Organization or Screened,Seiton-Neat or Systematic, Saeso-Clean or Spotless, Seiketsu-Standardization or Sanitary, andShitsuke-Discipline or Self-clisciplined has been employed at CAR since 1999.

Key Success Factors (KSF)

Key success factors of the CAR QA system include the following:

1. Management support - The CAR administrators at all level have realized theimportance of QA activities and have provided support all along.

2. Staff cooperation and unity - The Center has organized a member of activities andreceived full cooperation from staff. The 5S campaign, for example, has receivedfavorable response from all members of CAR.

3. Awareness and Commitment - In promoting QA activities, not only staff but alsocustomers are well-aware of CAR's commitment for excellence.

4. Communication - CAR has employed various channels of communication such asradio programs, websites, magazines, leaflets and brochure to convey CAR QAoperations.

5. Confidence - Because of the commitment of CAR administration, staff areconfident in their efforts to improve the quality of service. The QA system has alsocreated trust or confidence from all stakeholders of CAR. This can serve asavenue for building a close tie between CAR and its stakeholders.

To obtain and maintain the quality of service at CAR, many activities has taken place. The CARQA-office is responsible for monitoring and collecting data concerning user satisfaction with theassistance from the QA Committee and the Reader Service Department, Central Library. Theuser surveys have been done to identify user needs and satisfaction. This effort also indicatedthat the results from the surveys have provided valuable information for planning and decisionmaking related to quality enhancement. lt also shows that the CAR is very responsive tocustomers requirements. Furthermore, QA activities can also be used as method for publicrelations, making stakeholders to better understand and support the operations of the CAR whichenable the CAR to maintain the high quality service for the long time.

Library Serttice Quality Assurance c-81


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Library Service Quali,, Assurance c-82


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Second Meeting of the AUNILO ltorking Committee



The Status Of Quality Assurence ln The Library And InformationCenter (LlC), Vietnam National University, Hanoi (VNU)

By Mr. Nguyen Huy ChuongVietnam National University HanoiVietnam

THE DEVELOPMENT OF VIETNAM NATIONAL UNIVERSITY. HANOI

1.1. The process of development

Vietnam National University, Hanoi (VNU) is the first modern university established inVietnam. VNU has undergone various development stages: the University ofIndochina established on 16 May, 1906; Vietnam National University (November,19a5); the Hanoi University (June, 1956). In December, 1993, VNU was reorganizedon the basis of amalgamating the Hanoi University, Foreign Language Teachers'Training College (establishes in 1967)and other leading universities in Hanoi

Organization

VNU now combines 4 college members (College of Science, College of SocialScience and Humanities, College of Foreign Languages, College of Technology), 6faculty members (Faculty of Economics, Faculty of Education, Faculty of Business,Faculty of Graduate Studies, Faculty of Law), 9 research lnstitutes and trainingCentres (nformation Technology Institute, Centre for Biotechnology, Center forresearch and environment, Centre for Women's Studies, Centre for research andcultural exchange relation, Centre for systems development...) and 9 service units(The Library and Information Center, Centre for student residence, Publisher, Printer,Journal. Newsletter... )

Staff and studentsVNU has a large amount of staff of total 2503 with high prestige, in which, 1548faculties consist of 108 professors, 249 Assoc. Professors, 49 doctors, 463Ph.Doctors and 477 master

VNU has large training scale with about 49000 students in which 18000 fulltimestudents, 26000 part-time students, 2200 graduate students, 300 postgraduatestudents and 2600 pupil of secondary school of foreign languages.

STATUS OF QUALITY ASSURANCE IN THE LIBRARY AND INFORMATION CENTER

The Library and Information Center, Vietnam National University, Hanoi was establishedaccording to the VNU Director's Decision No.66/TTCB dated February 14, 1997 on thebasis of merging the three former libraries. LIC has the functions of library and informationsupporting training, scientific research, implementing applications and management ofVNU. The main missions are: study, collect, process, administrates and supply informationin fields of science, technology, education and foreign languages to serve VNU staff andstudents and research, train and foster the library and information science.

1.2.

t.3.

il.



Alignment with the University's strategic direction

The Center has the functions of researching, collecting, processing, publishing andproviding sufficient and updated information and materials on science, education,foreign languages, technology, etc for VNU's staff and students. LIC also createsand delivers programs and projects designed to increase and improve access tolibrary services and electronic resources for participating users.

Integration with University's structures, systems and financial planning

- Sucture: LIC is the unique concentrated unit to serve VNU staff and students andan administrative and scientific institution under VNU's direct authority, has legalpersonality, personal account and personal seal

- System: The organization structure of LIC consists of Board of Directors,Functional Departments, Professional Departments (Acquisitions and ExchangeDepartment, Cataloging and Classification Department, Information

__^-

Bibliography - Training Department, Computers and system department) lillService Department System

- Financial:

Some* 1997 - 2000: USD 250,000.00/year. 2001 - 2004: USD 300,000.00/year

- Projects of 500.000 USD lending from WB for library modernization

- Project of 200.000 USD from State Budget to improve library lrom 2002-2004

Physicat infrastructure to support teaching, learning and research

There are 3 Publich Service Sections at the campuses of the member colleges ofVNU plus several departmental sections at some of VNU's faculties:

+ 144Xuan Thuy, Cau Giay, Hanoi (Headquarter at Cau Giay Campus)

+ No.1, Pham Van Dong Road, Cau Giay, Hanoi (College of Foreign Languages)

+ 336, Nguyen Trai, Thanh Xuan, Hanoi (College of Social Science and Humanities)

+ 182, Luong The Vinh, Thanh Xuan Hanoi (Metri Dormitory)+ 19, Le Thanh Tong, Hanoi (Chemistry Faculty of College of Science)

Information Resources and services to support learning, teaching and research

Books

Periodicals

Video tapes, CD - Rom

Collection of rubbings

120,000 titles

700,000 volumes

2145titles

140,900 volumes

400 units

2,000 units

1.

2.

3.

4.



Scientific and Technological Research-Work Database

Course-Material bibliographical Database

E-textbook database

Electronic materials:

Bibliographical records for all researchworks by VNU professors and lecturers

VNU's 60 educating branches, equalmore than 2000 courses

5 items

- 8 bibliographical databases onscience and technology - lntranetverslon

- 6 databases on CD-ROM - fulltext,abstract, review and bibliography(Wilson)

- 1 fulltext database (Omnifile)

- 4 online databases: EBSCO,Blackwell-Synergy, S IAM fulltextJournal and Project Euclid

Human resources

Total:122- Holders of Doctor: 1

- Holders of MS(L|S): 9

- Holders of BA & BS: 99

- Holders of Junior college: 13

External Partnerships

The Center has established cooperative linkages with more than 50 foreignuniversities, institutions and organizations such as: The Harvard Yenching Institute;Cornell University; University of Hawaii; The Library of Congress; Sorbon university;Lomoloxop University; The Academy of Russia; Tokyo University; National Library ofAustralia; Center for International Research Development; The Cali UniversityPublisher; Library Geological Survey of Japan.

The Center also has cooperation with various international organizations in Hanoi,including: The Public Affairs Section, US Embassyt Goethe Institute; The Britishcouncil, The Asia Foundation, Korea Foundation; World Bank; Francophonie; etc.

5.

6.



THE STATUS OF QUAUTY ASSURANCE

, Ill THE UBRARYAl{D IilFORl,lATIOll CEI{TER

I wETrrAlrr I{ATToNAL urrrvERsrry, HAr{ot

-

Ngqren Huy Chuong

YIETTIAIII IIATIOIIAI U]IIVERISITY, HAilOI, The History and Development

. Organization4 aollege members

6 faculty memberc

9 researdt Institutes and training CenteF

9 service units

I THE UBTARY AND IITFORITIATIOil CEI{TER. (UC)p*Btablished in 14 Feb 1997, merge from three formerlibraries

Functional: support training, scientific researdr,implemenung applicationt and managernent of VNU

Assignment Study, colleG pro@ss, adminisffies andsupply lnfiormauon in fields of science, technology,eduotion and foreign language

VIET]IATII T{ATIOTIAL U]{N'ERSfTY, HAT{OIThe History and Development

. EstablishmentVNU is the first modem untversi{y in vietnam.Development stages: University Ff Indochina (1905);Vieham National University (1945); Hanoi University(1es5)In De@mber, 1993, VNU was reprganized on tfiebasis of amalgamating the Hand University, ForeignLanguage Teachers'Training Cofege and otherleading universites in Hanoi l

vrETt{AM ilATTOilAL UI{TVERS{IY, HAilOIThe History and Development

r Staff and Students1548 Faculties:

108 Profiessor5

249 Assoc. Proftsso6€ Doctorsrl53 Ph. Docbrs

49000 Shidents (fulFtime, p$t-urie, postgraduate)

THE TIBLARY AND II{FOR.IiIATIQI{ CEiITER (LIC)Stafus of Quality Aesurance

r Alignment with Universi$fs strategicdirectionResearching, collecting, proccssin$, publishing,providing sufncient

Updated information and material{ on science,edu@tion, foreign languages, tedlrology, etc

Creates and delivers prograrns an{ prolects designedto increase and improve access to llibrary services andelectronic nesources

Library Sertice Quality Assurance c-88


THE LIELARY AND II{FORMATIOI{ CENTER (LIC)Status of Quality Assurance

. Integration with University's structures,systems and flnancial planningStructure: the unioue concentrated unit to serve VNU staffand studentsOrganization structure: Eoard of Directors, Functional Dept.,Technical Processing Dept., Public Services Dept,Financial: U$300,000/yearProject for library modemization: U$500,000 from WB

Project for library improvement: U$200,000 from StateBudget

THE UBI-ARY AND INFORMATION CEI{TER (LIC)Status of Quality Assurance

. Information Resource and ServiceBooks: 120,000 titles, 700,000 volumes

Periodicals: 2145 titlet 140,900 volumes

Video tapes, CD - Rom: 400 units

Collection of rubbings: 2,000 units

Crurse-Material bibliographical Database: more than2,000 courses

:-:"0** database: s items

TTIE UBIARY AND II{FORMATION CENTER (tIC)Status of Quality Assurance

THE LIBL,ARY AND INFORMATION CENTER (LIC)Status of Quality Assurance

. Physical infrastructure to supportteaching, learning and researchingThere are 3 Public Services Sections at the domitories andcamDuses of VNU and several deoartmental sections atsome of VNU's faculties

T]rE LIBLARY A]{D TNFORMATTON CENTER (LIC)Status of Quality Assurance

r Information Resource and ServiceElectronic materials:

8 bibliographical databases on science andtechnology - Intranet version

6 databases on CD-ROM - fulltext, abstract,review and bibliography (Wilson)

1 fulltext database (Omnifile)

4 online databases: EBSCO, Blackwell-Synergy,SIAM full-text Journal and Project Euclid

Thank You!

. Human resource and PartnershipHuman resource: 1 Doctor, 9 MS(LIS), 99 BA & BS, 13Junior CollegesEltemal DartnershiD: More than 50 foreiqnuniversiti'es. institutions. oroanizations srich as TheHarvard Yehchino Institute;Cornell Universiw,University of Haviaii, The Library of Congress,'Sorbonuniversiw; Lomoloxoo Universiv; The Academy ofRussia; Tokyo University; National Library of Airstralia;C€nter for Intemational Research Developmenu TheCali University Publisher; Library Geological Survey ofJapan



The Status Of Quality Assurance ln The Libraries Of VietnamNational University At Ho Chi Minh Gity

By Mr. Nguyen Minh HiepVietnam National University Ho Chi Minh CityVietnam

Overview

The libraries in Vietnam have been under the influence of various tendencies in which the mostsalient one is of the former Soviet. They have been trying to innovate themselves, but thisinnovation is not identical and comprehensive - Vietnam hasn't had the National LibraryAssociation yet. Thus the status of quality assurance hasn't been very good yet. The libraries ofVietnam National University at Ho Chi Minh City (VNU-HCM) is also in that situation.

The Outline of VNU-HGM

VNU-HCM currently comprises of fourorganizations.

member universities. an institute and the affiliated

VNU-HCM is located in Ho Chi Minh City, the biggest cultural, business and industrial center ofSouthern Vietnam as well as of the country. lt has 2,350 staff members (of which 1,860 arefaculty), 40,000 fulltime and parttime undergraduate students and more than 3,500 graduatestudents. Presently, it offers 120 academic programs for bachelors, BB for master's degree and80 for doctorate's degree.

The Libraries of VNU-HGM

Each member university has a library in VNU-HCM. They will be combined in a VNU-HCM librarysystem in the future. There are four libraries at the present:

o The Central Library, which was founded in April 2005, is the newest one. lt was fundedby the World Bank in order to build the library that is equipped with modernconveniences. lt holds around 15.000 books.

. The Natural Sciences University Library was founded in May 1995. lt was known as amodel of the modern library since it was founded. From 1998, this library began toorganize the in-service trainings and workshops in order to train librarians with theknowledge and skills of innovative librarianship, as well as to encourage colleagues toapply the bibliographic standards and new technologies. lt holds around 55,000 books.

. The Technology University Library inherited the lnstitute of Polytechnic Library of formerSaigon University. lt holds around 60,000 books.

. The Social Sciences and Humanities Library inherited the libraries of former Ho Chi MinhCity University and the Faculty of Letters of former Saigon University. lt holds around100.000 books.



Library Services Assurance of the Libraries of VNU-HCM

The Central Library and the Natural Sciences University Library (NSL) have been developing fairywell. Their information resources can be accessed by all faculty and students of VNU-HCM.Apart from the print collections held in the libraries, the libraries of VNU-HCM are circulating 12online databases consisting of:

1. Association for Computing Machinery

2. CRC Press EnviroNetBase

3. CRC Press EngNetBase

4. CRC Press MathNetBase

5. CRC Press ltknowledoeNetBase

6. Ebrary

7. EBSCO Host

8. Emerald FullText

9. H.W.Wilson

10. IEEE:ASPP

11. Proquest Digital Dissertation

12. SpringerLink

Besides there are more than forty digital collections built with Greenstone open source softwareby the NSL. These electronic resources can meet the need of teaching, study, and research inthe VNU-HCM as well as are ready for sharing to other libraries. NSL has also encouraged thelibraries of VNU-HCM and others to use the Greenstone open source digital library software forbuilding collections. There are some libraries that have been building many valuable collectionsnow. Vietnamese version of Greenstone has been published by NSL and IES (lntegrated e-Solutions, Ltd.). NSL holds training how to use Greenstone regularly for everybody.

Generally, although being invested for building and equipping, the quality assurance of thelibraries of VNU-HCM hasn't been very good yet because of the lack of good educated andtrained human resources. This is the general problem for Vietnam libraries at the moment ashaving been mentioned in the open of this presentation.

Dr. Patricia Oyler, an American expert for developing Vietnamese libraries said at theinternational seminar on "Learning Resource Center and Library Projects" in Hue that"Learning Resource Cenfers and Libraries and lnformation Centers without educated and trainedprofessionals to manage them and to assisf faculty and students fo use them are just buitdings".Indeed, to have quality assurance for the academic libraries in Vietnam, training libraryprofessionals according to standardization is essential. lt is the reason we have proposed atraining program for Vietnamese librarians according to the training program of AUN Inter-LibraryOnline Working Committee (AUNILO) with the hope that we are able to get the assistance andsponsor of AUN (ASEAN University Network).



Training Program of AUNILO

Within the framework of training program of AUNILO, we have designed a workshop program on"Fundamentals of Electronic Libraries and Digital Libraries", which is available at thewebsite htto://202.185.96.188/aunilo/traininq electronic.aso, for Vietnamese librarians with theobjective:

. To raise the knowledge of fundamental standardization of Library and InformationScience;

. To orient building and developing library;

. To build and organize electronic library and digital library.

This training program will be held in all three regions of Vietnam - HCM City (South), Da Nang(Center), and Ha Noi (North). lt consists of three workshops for around three hundred librariansfrom the libraries and information centers of more than two hundred universities and colleges in

Vietnam. The lecturers are Mr. Nguyen Minh Hiep (NSL - VNU-HCM), Mr. Nguyen Huy Chuong(Library and lnformation Center of Vietnam National University at Ha Noi), and Mr. Ha Le Hung(Learning Resource Center of Da Nang University). The expense for this training program costs7,000 USD. We hope that it will be done by the funding and with the title of AUN. We need thisfirst workshop with the title of AUN in order to be able to raise the knowledge of fundamentalstandardization for Vietnamese librarians, which benefits for the organization of the long termtraining programs by ourselves as well as for the attendance of the Training Program of AUNILOin the future.

Conclusion

VNU-HCM as well as other universities in Vietnam is of interest to the government and the foreignorganizations. There are opportunities to develop but lack of human resources. Thus, the qualityassurance is not very good. lt is necessary to develop people by:

a Concentratedtraining

standardizing librarianship in order to reinforce the fundamentals of the traditionallibrary;

applying the new technology in order to build electronic and digital library.

" Intensifying the cooperation by:

- building Consortia;

- forming the Vietnamese Library Association.

a The workshop "Fundamentals of Electronic Libraries and Digital Libraries"under the title of AUN is necessary and meaningful for Vietnamese librarians at thepresent.







Library Service Quality Assurance c-9s


Intensifying Management Ability For Quality Assurance

By Mr. Pham Van TrienCentral Library of VietnamVietnam National University, Ho Chi Minh CityVietnam

Viet Nam National University - Ho Chi Minh City is one of the 2 high quality centers ofprofessional education and scientific research in Vietnam, the VNU-HCM has started manyprojects to promote its quality; one of those is to create a new library - the Central Library (VNUCL) - with modern technologies, new ways of services and especially, and focus on electronicresources. Since its opening, faculty staffs and students have got more oppotunities tostrengthen their knowledge. Looking back to 7 months of operation, we realized some goodresults we've made and the problems that need to be adjusted to improve the services.

VNU Library System Overview: VNU-HCM library system consists of:

- The VNU Central Library

- The Library of the University of Technology.

- The Library of the University of Natural Sciences

- The Library of the University of Social Sciences and Humanities

- The Library of the International University

- The Library of the Faculty of Law and Economics

- Some libraries of research institutes and centers

Although the libraries have good relationship, the cooperation in order to maximize libraryservices is still a problem.

Overview of VNU GL:

o Founded:May,2005

o Space;9,000 square meters

o Seafs; 1,000

o Pafrons;6.000

o Sfaffs:25, among them 1 got MA in librarian science, 10 got bachelor degree inlibrarian science, 2 got bachelor degree in computer science.

o Equipments; The VNU CL has been equipped modern facilities:

- RFID chips and equipments for managing documents and patrons

- Llbrary Management Software (Virtua)

- Networked PCs

- lP television system, video on demand system.

o Resources.'15,000 print copies, 500 titles of journals, 14 online databases, 300 CDs


2.


Some essential measures applied at the VNU CL for the purpose of quality assurance:

1. Fosterinq Librarians'professional ability: Most librarians got bachelor degree of LibrarySciences. However, they still need more skills and experience in running a modern library.To adapt that demands, we have organized shortterm training courses on followingsubjects:

Managing a modern library: 2 weeks training course at La Trobe University for 6librarians;

lmproving library skills: 2 weeks training course at Chulalongkorn University for 6librarians and at Thamasat University for 2 librarians.

lmproving the librarian competence in Reference service, cataloging, MARC 21,AACR2: courses leaded by experienced instructors from the USA and local.

Training courses on using online databases.

Training courses on using the Library Management Software (Virtua - product of WLS)conducted by experienced specialists of iGroup Asia Pacific Ltd.

Those courses have helped our staffs to strengthen their practical knowledge and tooperate the library effectively. Please notice that our VNU CL has started only for 7 months

- since May 2005.

Traininq for Users: To help the patrons in using the services effectively, we organizeregularly training sessions for users. Every patron must participate in a 3 hour trainingcourse before receiving patron cards and using the library services. Main content of thetraining is basic knowledge and practice skills in using equipments, accessing the VNU CLWebsite, using library OPAC, searching databases and some techniques in searchinguseful information from the Internet.

Feedback: To satisfy the patron needs, we apply some measures to communicate with ourpatrons.

- Providing notebook for patron comments

- Seting up good connection with university members and faculties for receivingrecommendations.

Up to this time, we have received hundreds of comments from the patrons and haveadjusted some policies and ways of services to accord with the reality.

Obstruction to be overcome:

1. As mentioned above, the VNU libraries are being seperated from each others. This is a bigproblem in terms of quality assuarance. To overcome that situation, we are now carryingout a scientific research for the purpose of synchronizing the activities of all libraries as awhole, making good conditions so that every patron of any member library can use servicesof the others conveniently. This research is being done by all directors of member libraries,highly supported by VNU-HCM President Board and will be completed at the end of 2006.We believe that the result of this research and its application into pratice will stronglyinfluence the quality assurance of VNU-HCM libraries.

3.


Second Meeting of the AWILO llorking Committee

2. Besides the research, forcifuing the user skills in information searching is our high concern.User training sessions will be held weekly at the VNU CL.

3. Our other attention is to improve English language competence for our staffs since Englishis very important for librarians. ,

Gonclusion:

With the setting up of a new library (The VNU CL), the quality assurance of the VNU-HCMlibraries is now becoming better. However, there are still some weakness. We are making allefforts to overcome the obstructions mentioned. We hope to receive support and experiencesharing from the board of leaders and members of AUNILO.

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Resolutions on Quality Assurance for AUNILO Member Libraries' Chairperson: Datin Masrah Hj. Abidin

The AUNILO Working Committee recalls the Resolutions of the Second Meeting reached inPulau Pinang, Malaysia, 1 December 2005, with the following objectives:

1. AUNILO members shall be committed to pursue QA initiatives, and take intoconsideration the AUN-QA guidelines.

2. That this group shall draw up proposals for the training and development of librarians andICT staff of member libraries.

3. To note the AUN Board's suggestions on the issue of shared electronic subscriptions butconcluded that it it not presently viable.

4. However, AUNILO shall undertake feasibility studies on cross-border subscriptions to becoordinated by University of Malaya Library.

5. To further consider the resolutions agreed upon in the Manila Conference specifically thesharing of human resources, collections in various formats and facilities through the useof lCT.

6. The AUNILO meeting in 2007 will be hosted by Thailand.

D-1Library Service Quality Assurance

Second Meeting of the AUNILO Vt/orking Committee

Agenda for the Third Meeting of the AUNILO WorkingCommittee, 2006 in Brunei Darussalam

Chairperson: Dr. Haji Suhaimi bin Abdul Karim

This is the tentative agenda for the Third Meeting of the AUNILO Working Committee, 2006 to beheld in Brunei Darussalam.

4 September 2006 (Monday)

TIME ACTIVITY VENUE

08.30 - 08.55am Registration Senate Room

09.00 - 9.30am Opening Session

Welcoming address byChief Librarian

Address byVice-Chancellor, Universiti Brunei Darussalam

Address byAssoc. Prof. Piniti Ratananukul

ASEAN University Network, Executive Director

Openning Address byYM Dato Paduka Haji Sheikh Adanan bin Haji Sheikh

MohamadPermanent Secretary, Ministry of Education

Senate Room

09.30-10.00am Photography session of AUNILO Working CommitteeMembers

Senate Room

10.00-10.30am Tea-Break Senate Room

10.30-12.00pm Updates on emerging technologies in Academic Libraries inASEAN speaker:

To be decided

Senate Room

12.00-02.00pm Lunch Break To be decided

02.00-03.30pm Development of Digital Libraries : Global Perspective

To be decided

Senate Room

03.30-03.45pm Tea-Break Senate Room

Library Service Quality Assurance D-2


5 September 2006 (Tuesday)

TIME ACTIVITY VENUE

03.45 - 04.45pm Meeting

. Report from AUNILO Working Committee Secretariat(usM)

. Report on AUNILO Portal (UM)

Senate Room

04.45pm End of Day 1

08.00-10.00om Welcoming DinnerHosted by Dato Paduka Dr. Haji lsmail bin Haji Duraman

Vice Chancellor UBD

To be decided

TIME ACTIVITY VENUE

09.00-10.00am Challengers and issues in implementing e-library@ubd Senate Room

10.00-10.15am Tea-Break Senate Room

10.15-12.00pm Status of technological implementation in AUNILO memberlibraries-each member country to give a 10 minutes

presentation on Digital transformation in librariesaccompanied by a written report

Senate Room

12.00-02.00pm Lunch-Break Senate Room

02.00-03.15pm Session continued :

Status of technological implementation in AUNILO memberlibraries

Senate Room

03.15-03.30om Tea-Break Senate Room

3.30-3.45om Resolutions

03.45-04.30om Agenda for fourth AUNILO Working Committee Meeting,Chulalongkorn University, Bangkok, Thailand 2007

4.30pm End of Day 2

Free activity and dinner at participants'expenses



6 September 2006 (Wednesday)

TIME ACTIVITY VENUE

08.15-8.25am Participants gather for Visit Program To be decided

08.30-09.20am Depart hotelfor Brunei Forestry Centre Sungai Liang

09.20-09.30am Arive at the centre

09.30-11.30am Briefing by representative from Brunei Forestry centreo Tour the Centre

02.00pm Return to the Hotel

08.00-10.00pm Free activity and dinner at participants' expenses

Library Seruice Quality Assuronce D-4


Social Programme

Visits

On the 2nd December 2005, the AUNILO delegates were taken to visit various institutions andinteresting places around Penang. The visiting day saw delegates crossing the Penang Bridge tothe Engineering Campus, USM in Nibong Tebal. Returning to the island, they continued to visitthe Hamzah Sendut Library 1 (USM), the Aquarium and the lan R. Smith Library at the WorldFishCentre in Batu Maung. Later in the afternoon, they had a chance to walk around the PenangBotanic Gardens.

Atthe Engineering Campus Library At the Hamzah Sendut Library

At the Aquarium At the WorldFish Centre

Library Sertice Quality Assurance D-5

Dinners


The delegates were welcomed at a dinner hosted by the Vice-Chancellor,Prof. Dato' Dzulkifli Abd. Razak, at the Evergreen Laurel Hotel

This significant meeting was c/osed by a farewell dinner hosted by the USM Libraryand a certificate giving ceremony at the Gurney Hotel
