This report describes Copenhagen (Denmark) Business School Library's (CBSL) use of performance measurement to manage the quality of library services and facilities. The CBSL quality management program consists of: a statement of strategic goals of development and operation, including a focus on users, good service, efficient internal functions,…

The traditional mode of operation of academic libraries is in crisis due to a combination of zero growth funding, rapidly escalating pricing on information resources (especially scientific journals), necessary investments in technology and human resource development, and increasing customer expectations. These issues are addressed as they relate…