Since 2006, Macquarie University Library has engaged in a series of quality improvement activities. From the first introduction of IT Infrastructure Library (ITIL), and PRINCE2 Project Management Practice to the introduction of the Planning and Evaluation Project in the newly established Project Office and the subsequent establishment of the Quality and Planning unit in the management structure, Macquarie University Library has passed through different phases of evolution and experienced its own successes and obstacles. This paper aims to investigate the hurdles, successes and various factors that interplayed in the process to give other professionals in the field an insight into establishing a Quality Enhancement Framework in an organisation that carries its historic and professional baggage. It will also discuss options, approaches and variables to be considered during the process. Issues such as the shaping of a Quality Framework, adaptation of the Service Catalogue model from ITIL Framework to the Library, introduction of a Service Review Methodology, migration from traditional statistics to client-centred measure of success, effective use of survey results and the establishment of a Quality Review Group will also be addressed. It is hoped that by sharing this knowledge and experience, colleagues in the field will be exposed to issues in the area of library quality management so that the whole industry can benefit from continuous service improvement.