We introduced a formal TQM program in 1994.
Prior to 1994, planned organisational change and development achieved a cultural, structural and staffing framework which includes most of the elements fundamental to the success of TQM. Having achieved large-scale change, it was timely to consider a longer-term management program, more appropriate to the current environment, which would continue to facilitate improvement in every aspect of the Library's operations.
Our TQM program is entitled Quality, Service, Excellence (QSE).
The initial objectives developed for the program are described below:
Since then, the understanding and application of TQM has matured, with the principles of business excellence acting as the key drivers for the Quality, Service, Excellence program.
Over the past decade the Library has used the principles of continuous improvement and business excellence to:
This is our Quality. Service. Excellence journey.
The release of the new Australian Business Excellence Framework prompted a series of organisational self assessment activities to test the Library's performance against revised items in the framework. Assessment took the following formats:
Assessment of Library performance against UOW strategic priorities was the key driver of review and evaluation initiatives during the year. The capacity to benchmark client service strategies and staff development and training initiatives was also explored:
Overall, client feedback was very favourable. Achievements included:
Opportunities for improvement in 2011 include wireless and computer access, noise management, study spaces, availability of resources, online resources and making the catalogue easier to use. Actions are already well underwayfor example, the introduction of Summon (see below), and the creation of more study spaces.