Developing a learning culture for sustainable quality service

Abstract

In the year 2002, the University of Hong Kong Libraries embarked on a journey in pursuit of sustainable quality services by means of developing a learning culture. Reference was drawn to the book “Ten Steps to a Learning Organization” on ideas to advocate self development among library staff. At the same time, the Libraries have been tracking the responses to their user surveys with a view to identifying improvements in users’ perception of staff performance in terms of customer service. The survey results in the 2004, 2006 and 2008 seem to indicate that users’ perceptions of staff performance improved with time and did so most dramatically following a series of self-initiated workshops conducted by library staff. While the 2009 user survey results reflect that users’ perception of the Libraries’ customer service is maintained at a comparatively high level, this paper suggests continuous efforts in promoting a learning culture is vital if the quality service are to be sustained.

This paper focuses on the role of strategic staff development in transforming a library into a learning organization. The formulation and implementation of the staff development strategy in the University of Hong Kong Libraries will be analyzed to demonstrate the successful as well as bitter experience in this unique journey. With the lessons learnt and strong commitment to becoming a learning organization, the Libraries are exploring for ways to improve the working environment in support of ongoing learning, growth and development.