1.This paper describes the efforts and other issues associated with the development and implementation of a Quality Management System. The case of the BNCF, the first library accredited for its Quality Management System in Italy, is presented here as a “case study”. The procedures and products include managing interrelated processes as an entire system; measuring customer satisfaction through a survey form and acting on the results; the creation of a Quality Manual, a Procedures Map, and a Services Chart. The analysis of the development of these procedures and results will permit the evaluation of this model for other National libraries.
本文描述了取得的成果和与一个质量管理体系的发展和实施相关联的其它课题。弗洛伦斯国家中央图书馆（BNCF）是意大利第一个通过质量管理体系认证的图书 馆，因此被作为“案例研究”呈现在这里。质量管理体系(QMS)的程序和结果包括作为一个完整体系的相关联的管理过程；通过调查的形式测量客户满意度并针 对结果采取行动；质量手册的创建；程序图的绘制；服务表的绘制。对程序开发和结果的分析将有可能使其它国家图书馆对这种模式做出评价。