On the road of excellence. How to control our processes? A case study on the development project of Anonymus Library's management system

Abstract

The authors present the process management of a fictitious library in this actual case study. They started by examining the library environment, which determined the main strategic directions. They have created a process inventory and process-map for the library. Using the logic of the Balanced ScoreCard (balanced strategic scorecard system) they defined the Anonymous Library’s strategic plan. Based on the elements of the strategic plan, they selected the goals that they consider as quality goals. They could define the key processes by tasks connected to quality goals, and examined one of the key processes, Complaints handling in detail, that may be relevant to any library. Furthermore, they made the flow-chart of the selected process, and they have also created process instructions for it. The Quality Assessment System of Libraries (KMÉR) emphasizes the importance of risk analysis for even the smallest libraries. The authors would like to assist with a demonstration of specific methods used to assess and analyze risks regarding the Complaints handling process. The methods and descriptions in this article are examples, not general, however, they can be a good starting point for all libraries, regardless of their size.