European Foundation for Quality Management Model and Information Technology Quality Management in Medical Libraries: The Case of Jondi Shapoor University of Medical Sciences

Medical libraries and information centers, as service organizations, need standard tools and methods to be able to measure and increase quality of their services, so as to be able to meet the needs of their users in support of the improvement of the performance of their parent institutions. One of the available standard tools of quality measurement is the European Foundation for Quality Management (EFQM) model. This model which is developed and introduced by the European Foundation of Quality Management, considers the organization from both, internal (Staff) and external (Customers) perspectives in terms of two criteria: Enablers and Results. A questionnaire was devised in the form of a survey on the basis of EFQM model so as to be applicable in medical libraries. To administer the questionnaire, a workshop was arranged in which target librarians participated. After some training on how to complete the survey and scoring the items, the questionnaire was handed to the participants and was collected as soon as they completed the survey. Firstly, the EFQM model is applicable in medical libraries; secondly, acquiring 441.4208 points out of 1000 of which 203.0304 points are gained from Enablers and 238.3904 points from Results, shows that the Jondi Shapoor University of Medical Sciences libraries are in a medium level of quality in terms of IT management. This study revealed that from all criteria, Jondi Shapoor University of Medical Sciences libraries are in a better position in terms of leadership, while are not in a good position in terms of the results of staff and customers. Therefore, decision makers in this university should pay more attention to the latter factors and try to strengthen them.