Improving the Quality of Library Services using the Qualibib Reference System

Qualibib is a reference system and toolbox developed by the French standards association (AFNOR) to improve the quality of library services. It is based on various standards, including ISO 9001, which focuses on the management system, and ISO 11620, which pertains to performance indicators. The Marianne standard and Libqual+ standards, which emphasize user perspectives, provide a framework for library quality initiatives. Qualibib comprises 10 requirement areas (e.g., facilitated access, documentary resources, and complaints handling...) with measurable indicators. Easily adaptable to all types of libraries, Qualibib enables institutions to assess the performance and efficiency of their services. This facilitates process optimization and enhances user satisfaction through systematic feedback, supporting continuous improvement.