Avaliação e qualidade das organizações: um estudo de caso: a biblioteca da Escola Superior de Tecnologia do Instituto Superior Politécnico de Viseu
| Main Authors: | Alves, Maria da Piedade Lopes , Carneiro, Luís Filipe Vieira |
|---|---|
| Format: | Proceeding PeerReviewed Book |
| Bahasa: | pt |
| Terbitan: |
, 2009
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| Subjects: | |
| Online Access: |
http://eprints.rclis.org/23059/1/Portugal_AVALIA%C3%87%C3%83O%20E%20QUALIDADE%20DAS%20ORGANIZA%C3%87%C3%95ES.%20UM%20ESTUDO%20DE%20CASO-%20A%20BI-%20BLIOTECA%20DA%20ESCOLA%20SUPERIOR%20DE%20TECNOLOGIA%20DO%20INSTITUTO%20SUPERIOR%20POLIT%C3%89CNICO%20DE%20VISEU.pdf http://eprints.rclis.org/23059/ |
Daftar Isi:
- The evaluation allows us to know the degree of user satisfaction and , through the results, in case it is found that does not match what users expect, to change the organization's practices . Evaluation, more than discovering guilty and punish them , should lead to the correct assessment of deviations found and define the actions required for its correction and avoid them in the future. To achieve this, it is necessary to observe the behavior of users / beneficiaries of services that the organization provides to adapt its offer to the changing needs of these users . We intend to dwell on the evaluation of an organization - The Library of the School of Technology of the Polytechnic Institute of Viseu - through the study of income and concepts of quality and value. Instruments seek to contribute empirically useful analysis and conclusions of the evaluation of higher education libraries , but also interesting for other organizations . Aiming to contribute to this question , we identified weaknesses / strengths and the critical aspects that must be corrected to improve the quality of services provided . With the aim of addressing the problem of performance evaluation and quality of services provided by libraries , sought to demonstrate some of the adapted evaluation services for instruments of this nature ; and more specifically , through this case study , we intend to identify, among other things : 1 ) the most critical items in the services provided by the library in question , as perceived by the users ( teachers and students ) ; 2 ) opportunities for improvement and actions that may contribute to this , as increased services dissemination developing various strategies ( eg , a Marketing Plan ) .