QUALITÄTSMANAGEMENT UND ZERTIFIZIERUNG DER UNIVERSITÄTSBIBLIOTHEK DER MEDIZINISCHEN UNIVERSITÄT WIEN GEMÄSS ISO 9001:2008.

The development plan for the Medical University Vienna 2010-2012 demands from its university library to further push the concept of a digital library and to certify its services according to ISO standards. Since the beginning of 2012 the library is implementing a quality management system as it is described by the standard ÖNORM EN ISO 9001:2008. Important prerequisites for the certification were the compilation of a quality management manual and a revision of all library processes focusing on patron services. Further requirements were the establishment of a document control system, an error and improvement management system, a supplier evaluation system, a staff training plan and a regular customer satisfaction survey. The library passed successfully through the internal and external certification audit. Hence the university library of the Medical University Vienna is the first academic library in Austria certificated according to ÖNORM EN ISO 9001:2008. [ABSTRACT FROM AUTHOR]