One of the necessary requirements for the implementation of a quality system is the elaboration of the process map and the drafting of the process documents that explain how each of the usual library tasks are carried out. In both cases, it is important to note that these are not closed documents but tools that are constantly being revised and redesigned.

The process map is the graphic representation of the processes that make up the Service Management System. Three types can be distinguished:

• Strategic processes: related to top management (strategic planning, human resources, alliances and cooperation, etc.).

• Key or results processes: directly linked to the services provided (circulation, collection management, etc.).

• Supporting processes: facilities and spaces, financial and staff management, etc.

The work of the Library Quality Committee has focused on the drafting of the key processes that are specific to its service.

The drafting of these documents has helped to raise awareness of the need for a common approach and to change the partial and focussed vision of each library for a vision of the whole. The procedures help us to think and act together and to feel that we are part of a single system that must be perceived as such by users.

Relation of the key processes or results of SBD