El cliente no es lo primero: experiencia para desarrollar un sistema de calidad en una biblioteca
| Main Author: | Arce-Delgado, José R. |
|---|---|
| Format: | Journal NonPeerReviewed Book |
| Bahasa: | es |
| Terbitan: |
Colegio de Bibliotecarios de Costa Rica
, 1997
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| Subjects: | |
| Online Access: |
http://eprints.rclis.org/23105/1/Cliente.pdf http://eprints.rclis.org/23105/ |
Daftar Isi:
- The article is orientated to the leaders of the libraries or information centers. It refers to the success of the William Deming philosophy on total quality management in Japan, after the second world war, and how the libraries might improve using it in combination with the philosophy of Stephen Covey, based on the leadership centred on habits for the personal change. It indicates the logical sequence of a process based on both philosophies, recounted to the concrete experience of the Library W. K. Kellogg, of the University EARTH in Costa Rica. It refers to the benchmarking and the empowerment applied to human resources in the libraries. It concludes that a leadership centred on principles and a philosophy of administration centred on the human resources drive to a propitious environment to reach the satisfaction of the clients of the information in a library.