Resumen de Quality is never an accident. It is alwaysthe result of intelligen effort.: la messa in qulaità del Servizio bibliotecario d'ateneo (SBA) dell'Università degli studi di Milano

Annalisa Corno, Danilo Deana, Tiziana Morocutti

• The article describes the path followed by the University Library Service of the University of Milan for the quality assessment of the processes that take place within it. The context within which the quality enhancement took place is also displayed, that is the elaboration of the quality policies relating to all the institutional activities of the University.