You are here

Quality in the library

Quality in the library

Haaga-Helia's library is an integral part of the university and operates in accordance with its strategy. The library serves the needs of students, teachers and researchers.

The library plays a key role in Haaga-Helia's pedagogical process: it participates actively in the teaching of information retrieval and information management skills to both students and staff.  In addition, the library is tasked with facilitating the timely graduation of students.

The library supports research activities by providing high-quality information sources and services. The library creates and fosters an environment conducive to innovation at Haaga-Helia.

The library also serves the students and staff of  the Sports Institute of Finland, in accordance with the principles specified in the relevant service agreement.

The library is a part of the Academic Services Unit, which is headed by the Services Director. Operations are divided between five campus libraries. The library's head is the Director of Information Services.

Quality assurance system

The library's quality assurance system is integrated with Haaga-Helia's quality assurance system. The library's quality improvement model is based on the Deming cycle (PDCL&D), which is a continuous improvement model. The quality assurance system is implemented by means of process descriptions, an operating handbook, the collection and utilisation of customer feedback, other operations documentation and general library rules.

The library systematically collects feedback on its services and operations. The key feedback systems are the following: student feedback, exchange student feedback, feedback received during customer service situations, feedback received via email or the web feedback form, the nationwide customer satisfaction survey, the nationwide feedback survey concerning the use of electronic materials, as well as feedback received on information retrieval teaching.

The library also uses quantitative indicators in the assessment of its operations. In this regard, the key tools are the Research Library Statistics Database and various statistics produced by the library system.

The feedback received is reviewed in process-specific library committees, during library and unit development days and in the unit development committee. The feedback is taken into account in the development of the library's operations, and the feedback is also recorded in the library's operating plan. The library reacts to some feedback very quickly. The library informs about its development actions on its website and by email bulletins (on the intranet and extranet). The library publishes its customer satisfaction survey report on the library's website.