Managing and optimizing the service processes with a set of quality indicators: case of University of Eastern Finland Library

Abstract

The renovation of the Finnish University Act in the year 2009 formed the impetus for the creation of the University of Eastern Finland with the merger of two universities, i.e. the University of Joensuu and the University of Kuopio. This also led to the birth of a new University Library for the UEF. During this merger process the management of the new library used the ISO 9001 based quality management system as a tool. This paper examines how the quality management approach was utilized in renovating and managing the quality and unification of the service processes within the Library.