Die Kund*innen im Mittelpunkt: 16 Jahre ISO-Zertifizierung der Stadtbibliotheken Dormagen und Neuss.

A group of public libraries in North-Rhine Westphalia gathered to tackle the issue of quality management in 2001, headed by specialist units of the state. They went through the initial certification process according to ISO 9001 by T�V-S�d in 2006. Today, the group has become considerably smaller, but two libraries from the founding team are still active and routinely ISO-certified. For them, library life without a quality management system is inconceivable. [ABSTRACT FROM AUTHOR]