This implies: leadership, commitment and the active participation of the Directorate of the library, are essential to developing and maintaining an effective and efficient quality management system to achieve benefits for all stakeholders. To achieve these benefits, it is necessary to establish, maintain and increase user satisfaction. The address should consider actions such as:-establish a vision, policies and strategic objectives consistent with the purpose of the institution, – lead by example library, in order to develop confidence among staff communicate the library orientation and values related to the quality and management of the quality system, – participate in improvement projects in search of new methods, solutions and services- directly to obtain feedback on the effectiveness and efficiency of the quality management system, – identify the service processes that add value to the library, – identify support processes that influence the effectiveness and efficiency of the processes of realization, – create an environment that promotes active participation and development of staff, and – provide the structure and the resources to support the strategic plans of the library. The address should also define methods for measuring the performance of the library in order to determine whether the planned objectives have been achieved. (See ISO 11620) These methods include – financial measurements – measurements of the performance of the processes through the entire library-, external measurements, such as comparative studies with other institutions (benchmarking) and evaluation by third party, – evaluation of the satisfaction of customers, staff of the library and other stakeholders – assessment of the perception of users and other interested parties from the performance of services provided, and – measuring of other success factors that identify the administration. Key benefits: The staff understood and will be motivated towards the goals and objectives of the library. Activities are evaluated, aligned and implemented in an integrated way. The lack of communication between the levels of a library will be reduced by applying the principle of leadership is implemented by means of: Identify the needs of all stakeholders including users, staff, suppliers, financial, local community and society in general.