Service Quality Improvement Council

Charge

The Service Quality Improvement (SQI) Council exists to promote, monitor, and coordinate the continual improvement of the Yale University Library's services to readers. It reviews library wide service practices and policies and recommends and advocates changes as appropriate. It offers front-line service providers and managers guidance on providing services that maximize user satisfaction.

The SQI Council is not a controlling authority. Rather it contributes to the provision of quality services by assisting and enabling staff to understand reader expectations for excellent services, to monitor reader perceptions of the library's success in meeting or exceeding those expectations, and to diminish any gap between expectations for excellent services and the perception of their delivery. The Council provides a forum for reader-centric evaluation of the quality of the services the library system provides. The Council will actively shape the library's service quality agenda and set priorities for actions to improve it.

The Council will coordinate the focused work of several existing and to-be-formed service groups. The SQI Council reports to and is appointed by the Associate University Librarian for reader services. Membership reflects three important orientations: reader service programs, internal service support activities, and liaisons to other key activities across the library system.

The AUL for reader services will appoint persons to the Council who are responsible for the Library's service programs, either by job assignment or as chair of a working group or coordinating committee. The charter membership of the Council can be found at

http://www.library.yale.edu/Administration/SQIC/SQIC197.html

Members are appointed for an initial year term.

 [9/23/98; revised 4/30/01]