Multi‐faceted measuring of the quality as a tool for quality improvement in the Kuopio University Library, Finland

Purpose – This paper sets out to describe the building of the quality management system in one library and especially how different types of quality measurement systems – statistical analyses, benchmarking, surveys – are used in order to improve the quality of the library services. A major emphasis is placed on the involvement of management at both the strategic and everyday levels.Design/methodology/approach – This paper takes the form of a case study approach.Findings – It was found that a multi‐faceted measuring approach helps in the management, planning and public relations of a library.Research limitations/implications – The paper is based on the experiences of one library.Practical implications – The paper gives examples of the implementation of the quality management system's customer feedback and process performance evaluation inside an academic libraryOriginality/value – The paper provides a model for a basket of indicators for a library's core processes and results.