Today, effective quality management is a factor in organizing the institution ensuring its market success in a competitive information and library market. New approaches appeared to increase the organization effectiveness. The introduction of a Balanced Scorecard (BS) is an approach that based on a causal relationship between strategic objectives reflecting their parameters and the factors for obtaining the planned results. The BS provides a new approach to the strategic management of institutions of any size, different spheres of ownership and activities. Analysis of BS implementation in an organization with an existing quality management system (QMS) allows asserting them should be used as complementary approaches. Based on the results of this study, the specialists of the Republican Medical Library and Information Center (RMLIC) of the Ministry of Health of the Republic of Tatarstan carried out preparatory work to implement their own system. We started with customer demands satisfaction by products and services, monitoring and measuring this satisfaction. The main argument for making this decision is that the information obtained after monitoring and measuring customer satisfaction will serve as the basis to determine the strategic reference points (mission, values, vision) of the library and information center. Satisfaction indirect indicators have been taken into account; a method of brainstorming is used to systematize the judgments on the quality of provided products and services: library, bibliographic, information services and information-library products to health professionals (selective dissemination of information, differentiated servicing of managers), information and legal services. The results obtained and the conclusions drawn will be used to improve the quality management system of RMLIC and the activities of the Center as a whole. They should be applied in other libraries implementing a quality management system