Diseño de estrategias para optimizar la calidad de los servicios de la Biblioteca Marcel Roche del Instituto Venezolano de Investigaciones Científicas (IVIC)
| Main Authors: | Echezuria Perozo, Jorge Enrique, Rondon, Maria Carolina, Gutierrez Luna, Melany |
|---|---|
| Format: | Thesis PeerReviewed application/pdf |
| Bahasa: | es |
| Terbitan: |
, 2006
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| Subjects: | |
| Online Access: |
http://eprints.rclis.org/8305/1/TL-EBA_jun2006_E2.pdf http://eprints.rclis.org/8305/2/Presentacon-jun2006_E2.pdf http://eprints.rclis.org/8305/ |
Daftar Isi:
- As to design new strategies for the quality improvement of all services offered by the Marcel Roche Library (MRL) of the Venezuelan Institute of Scientific Investigations (IVIC) this work studies the beginnings and evolution of quality management improvement reviewing some of the studies presented by some of the most outstanding authors in this subject as well as analyzing the basic components and principles of the total quality management (TQM). This document also focuses on the analysis of the nature, evolution, characteristics and importance of current services inside the manufacturing industries as well as service industries itself. Having these concepts in mind, service quality can be defined as a mayor factor in the progress of all corporations due to the increasing demands and expectation of costumers nowadays, they no longer evaluate quality as the final product but as the result of all processes involved in the delivering of the final product. This paper also refers to the incorporation of the philosophy of quality services into the library scope, and marketing and strategic planning notions are studied as the concretion of management towards quality. To determine the factors which affect service quality, elements of quantitative and qualitative investigations were used, employing direct observation, questionnaires and focal group interviews techniques, being the latter the mayor provider of real and instant information, which helped us identify the needs and expectations of users as well as the perception of employees of MRL. Conversations with both audiences allowed us not only to know their answers to each question but also to observe their reactions towards them, adding value to the interpretation of these answers by helping us identify emotional ties associated to the offering and use of services. At last, as a consequence of the results obtained in this study of factors which influence the offering of services at MRL, nine application areas were defined for which specific strategies and actions were designed. Such areas are: personnel, organization, collection development, information recovery, documents reproduction, users education, physical infrastructure and technological platform, automated system of library management and marketing. Academic tutor: Prof. Calos Ortuño