1. Why implement a quality system in UV libraries?

A quality system is a management tool that ensure that our services or products comply with the quality characteristics that we have previously defined.

The main objective of implementing a quality management system is to achieve continuous improvement of the library as a whole, both with regard to internal management and, especially, with regard to services aimed at the user.  

The reasons that have led the Servei de Biblioteques i Documentació (SBD) to initiate this process are:

• The need to deliver quality services effectively and efficiently.
• The increase in the number and complexity of library services and the university itself.
• More competitiveness between the different Spanish universities, public and private.
• Changes in the educational context within the framework of the 'EHEA.

2. EFQM model as self-assessment system  

Excellence is a management philosophy that pursues the long-term success of an organisation through the balanced and continuous satisfaction of the needs and expectations of all its stakeholders.

The concepts of excellence

Source: Club Excelencia en Gestión http://www.clubexcelencia.org/

There are several approaches to dealing with a quality process. The SBD has opted for the model created by the European Fundation Quality Management (EFQM), recommended by ANECA, with the support of the Quality Unit of the UV.

Learn more about EFQM

3. Quality certification

EFQM model allows access to European Seals of Excellence Recognition Scheme. It establishes different levels of quality that are reflected in obtaining the seals of certification 300, 400, 500... The Seal is the brand that recognizes the excellent management of an entity. 
The certificate is not in any case the final point, but rather on the contrary, only a milestone in the work for continuous improvement and a stimulus to continue progressing.

Source: Club Excelencia en Gestión

4. The implementation of a quality system in the libraries of the Universitat de València

In 2010 was formed the Quality committee. After a training period, the committee started to work in collaboration with the Quality Unit of the UV.

The Committee has worked during these years in three important aspects needed in any self-assessment process: 

• Definition of the process map.
• Writing the key processes of the service.
• In addition, as of 2011, annual satisfaction surveys were carried out for users (PDI and students) and opinion surveys for service personnel (PAS). The survey reports are available on the SBD website

The Library Service (SBD) finished its first Self-Assessment Process in 2017, the purpose of which is to obtain a complete view of the strengths, weaknesses and, above all, of the lines of improvement of the services offered.

The SBD carried out an evaluation process that began in 2021 and consists of different phases: a first internal self-assessment, the elaboration of the EFQM Report submitted for the application for the Seal of Excellence and the external evaluation that took place on 25 and 26 October 2021.

As a result, the libraries of the Universitat de València have obtained the EFQM 400 Seal of Excellence, Innovation and Sustainability, as well as the international recognition 4-star organisation, awarded by the European Foundation for Quality Management and the Club de Excelencia en la Gestión (CEG). This seal is one of the highest recognitions of excellence awarded in Europe and positions the SBD as a benchmark of quality. The seal supports the commitment of the University of Valencia in the promotion and development of a culture of excellence.

Current membership of the Quality Committee (2021)

• Cristina Tomás Martinez (Directora de l'SBD) (coordinadora)
•  Concha González Nieves (Secretària del Comité de Qualitat) (secretària)
• Javier Beltrán Rueda (Qualitat en la gestió bibliotecària))
• Josep Vicent Bernal Reinal (Biblioteca de Psicologia i Esport)
• Ana Barbeta Márquez (Biblioteca de Humanitats)
• Mª Luisa Estela Navarro (Biblioteca de Ciències Socials)
• Isabel Fabra Belenguer (Biblioteca de Ciències)
• José Miguel Gallego (Biblioteca de Ciències Socials)
• Blanca Salom Carrasco (Biblioteca de Ciències de la Salut)
• Mª Pilar Aguiló Lúcia (Biblioteca Historicomèdica)
• Silvia Giner Rivelles (Biblioteca d’Educació)
• Federico Romero Martínez (Biblioteca Històrica)
• Rosario Garcia Garcia (Seccions Centrals
• Diana Ferrandis Nieves (Seccions Centrals)
• Pilar Mata Díaz (Biblioteca Històrica)

They also served on the Committee in previous years:

• Victoria García Esteve (Directora de l’SBD)
• Inmaculada Dols Gallent (Biblioteca d’Humanitats)
• Mª Jesús García Mateu (Seccions Centrals)
• Mª Virtudes Martín Hernández (Biblioteca d’Humanitats)
• Ana Selfa Durá (Biblioteca de Ciències Socials)
• Esther Giménez Úbeda (Biblioteca d’Humanitats)
• Isabel Soler (Biblioteca d'Humanitats)
• Juan Carlos Palancas Castañón (Biblioteca de Psicologia i Esport)
• Amparo Chirivella (Unitat de Qualitat)
• Celeste Gil Martínez (Biblioteca de Ciències de la Salut)
• Elisa Millas Mascaró (Biblioteca Històrica)
• Mª Pilar Montañana Ros (Biblioteca d’Humanitats)
• Rosario Ferre Sanchis (Biblioteca de Ciències)
• Blanca LLopis Carles  (Biblioteca de Ciències Socials)
• Concepción Castells Tramoyeres (Cartoteca)
• Rodolfo Medel Vega (Biblioteca de Ciències)