Resumo:
The globalization of the economy and, consequently, the increase of competitiveness among
companies define quality as an essential factor to maintain the organization in the market. The
services sector, which has been growing significantly around the world, is placed in this
context to reach the excellence in the offered services and products. Considering the
characteristics of the services sector, specially the information services, this work aimed to
analyze the implementation of a quality system management, particularly, the ISO 9001:2000
in a university library. The study was achieved at Mário Henrique Simonsen Library of the
Fundação Getúlio Vargas in the city of Rio de Janeiro, the first brazilian university library to
receive ISO 9001:2000 certification. To analyze this management system, a model to apply
this standard in universities libraries was designed following the sections described in the ISO
9001:2000 processes based model: manager responsibility, resources management, product
achievement and measurement, analysis and improvement. This model suggests the
improvement and the development of some activities and the application of some resources
that can help in the effective standard application. The validation of this model was confirmed
through the analysis with the case study outcomes, concluding the applicability of ISO
9001:2000 in information services which contribute, indirectly for the cultural and intellectual
development of the society.
