Shanghai Library’s quality service campaign

Describes the planning and implementation of a quality service programme in Shanghai’s prestigious new public library. This is part of a city‐wide initiative to develop quality service in organisations in the private and public sectors. The organisation and administration of the library’s programme is described, including the involvement of library staff at all levels, the development of service norms, and the ways by which the staff were encouraged to deliver quality service. The experience was transferred to other librarians. The outcomes of the programme are described.