Best practice Cases of the 4th Quality Conference for Public Administration in the EU
Helsinki City Library
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Country: |
Finland |
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Organisation: |
City of Helsinki |
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www homepage: |
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Contact person: |
Marja-Liisa Komulainen |
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Address: |
PL 4100 00099 City of Helsinki, Finland |
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E-mail: |
marja-liisa.komulainen@hel.fi |
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Phone: |
+358 504025806 |
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Fax: |
+358 931085517 |
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Level: |
Local |
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Sector: |
Education, culture and research |
Short description of the case:
The Helsinki City Library is a public library that also functions as the Central Finnish public library. During the past 15 years the Helsinki City Library has developed its activities in the long term. Quality management began in 1995 and the EFQM excellence model was adapted for self-evaluation. In the 1900’s strategic management was strengthened and the Balanced Scorecard was taken in use as a management instrument. Management has been systematically developed and clear operational and financial goals have been set. The library has increased automation and self-service possibilities and at the same time developed Internet based services alongside the traditional library services. The hybrid library vision that was formulated in the year 2000 came true only five years later. In 2004 the Helsinki City Library won the City of Helsinki mayor’s Quality Award. The library’s new vision now emphasizes boundless services and thinking in terms of the individual’s whole life-span. Strategic management has been further developed and “strategic long term customer relationships” has been chosen as the main strategic theme.
Main feature of the case:
- Committed leadership in translating vision into action
- Strategic planning for achieving the targets set
Key words:
strategic management, CAF, EFQM, BSC,customer satisfaction measurement, self-assessment, external evaluation
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)