出版社：Consejo Superior de Investigaciones Científicas
摘要：This article describes the various signposts which have marked the culture and implantation of Total Quality Management in Spanish university libraries over the last decade, via the implementation of a number of quality plans, namely: the Experimental Plan for Quality Evaluation of the University System; the European Pilot Projects; the National University Quality Evaluation Plans; the Quality Evaluation for the Catalan University Libraries; and the Andalusian University Quality Plan. Starting out from the EFQM model of excellence and the ISO 9000 standards, the text discusses Quality Certification Systems, Strategic Planning, and other management and improvement instruments. For the future, the emphasis will be on quality assurance systems grounded in the new, student-learning-centred educational paradigm, as well as in the principle of the accessible library, based on the continual improvement of service quality as both received and perceived by the users.
关键词：university libraries;assessment;total quality management;EFQM Model/ ISO 9000 Standards/ Certification/Spain;bibliotecas universitarias;evaluación;gestión de calidad total;modelo EFQM;normas ISO 9000;certificación;España
