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Quality – an On-going Practice and Reflection in a Governmental Library (1996-2006) 78 Government Libraries with Social Science Libraries

This paper discusses the different quality concepts and strategies implemented, since 1996, by a governmental specialized library – the Information Unit of the General Secretariat of the Portuguese Ministry of Education, and suggests specific characteristics of how learning of client –centred methodologies is related to Knowledge Management and Competences Management. The Information Unit’s quality journey is analysed in terms of its three stages: 1. Developing and implementing quality models and methods (EFQM – European Foundation for Quality Management excellence model; CAF – Common Assessment framework, the self-evaluation framework recommended for European Public Administration Services) – 1996-2000; 2. Developing and implementing a quality concept linked to Knowledge Management – 2001-2002. 3. Developing and implementing a quality concept linked to Competencies management – 2003-2006.