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According to the ideas generated by the Montréal Summit in 2002, it was inevitable that the Public Libraries System would have to be consolidated following the merger of 28 municipalities on the Island of Montréal. Public libraries are considered a ‘proximity service’ and come under the responsibility of each borough. The situation was analyzed (the diagnosis) and a 10-year term Consolidation Plan (2005–2014) was developed. The Consolidation Plan includes strategic axes and specific objectives. Thresholds defined by minimal standards of service and estimated by clear indicators of performance in each of the fields of normalization are in place to ensure that the specific objectives are met. The Consolidation Plan also provides spaced target outputs during the 10-year term. The financial investment to support this Consolidation Plan is estimated at more than CDN$230 mil-

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QUALITY STANDARDS AND TARGET OUTPUTS BASED ON BENCHMARKING STUDIES IMPROVED BY A PROPOSED PROSPECTIVE BALANCED-SCORECARD MODEL FOR THE MONTRÉAL PUBLIC LIBRARIES SYSTEM