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Libraries
1-Golnessa GALYANI MOGHADDAM
Shahed University
Dept. of Library and Information Science, Shahed
University, Persian Gulf Highway, Tehran, IRAN,
Postal code: 3319118651, E-mail:
g_galyani@yahoo.com
2-Mostafa MOBALLEGHI
Islamic Azad University Karaj Branch
Dept. of Industrial Management, Islamic Azad
University (IAU) - Karaj Branch, P.O. Box 31485313, Karaj, Iran, E-mail:
m_moballeghi@yahoo.com
Quality Management
Quality management is focused not only on
product/service quality, but also the means to
achieve it. Quality management therefore
uses quality assurance and control of
processes as well as products to achieve more
consistent quality.
The distinction between quality assurance and
quality improvement/enhancement is not
easy to recognize.
Dimension
Focus
Measures
Primary
audience/stakeho
lder
Level of staff
ownership
Consequences
Quality
assurance
Output
standards
Performance
measures
Quality
enhancement
Internal
processes
Assessment of
processes
Funding body
Customer/emplo
yees
Low
High
Funding/accredi
tation,
achievement of
quality marks
and branding
Quality service
delivery
SERVQUAL
As an instrument or service quality
framework, the SERVQUAL instrument
measures the gap between customers
expectations for excellence and their
perceptions of actual service delivered, so
service providers can understand both
customer expectations and their perceptions
of specific services. A review of literature
shows that SERVQUAL has been vastly used in
library studies.
1) reliability;
(2) responsiveness;
(3) competence;
(4) access;
(5) courtesy;
(6) communication;
(7) credibility;
(8) security;
(9) understanding or knowing the customer; and
(10) tangibles.
SERVQUAL in Libraries
A case study in Iran by using SERVQUAL model
in an academic library showed that, there is no
equal importance between library service
quality indicators. After prioritizing indicators it
was found that having the ability to find
information 24 hours a day has the most
importance and a secure and safe place is the
least important indicator for making a high
quality library (Jamali and Sayyadi, 2009).
LibQUAL
LibQUAL derives from the Gap Theory of Service
Quality, and the SERVQUAL instrument. LibQUAL
has been attracted by many libraries around the
world and many studies have been conducted by
means of this emerging quality-service model.
LibQUAL measures the following four dimensions:
(1) affect of service;
(2) library as place;
(3) personal control; and
(4) access to information
Conclusion
Quality Management System (QMS) provides a
management framework that gives libraries the
necessary controls to address risks and monitor and
measure performance in their business. It can also help
libraries to enhance their image and reputation inside
their parent organizations.
Quality Management is considered more formally as
part of organizational and departmental policy and
planning. This has required the setting up of a variety
of quality-related procedures and performance
measures. However, quality management is not a
simple but a complex process.
Conclusion
Literature review showed that most quality studies were
reported form academic libraries, but TQM and EFQM are two
quality models which are used in some special libraries around
the world and librarians found enough positive results to
justify their application.
Two most used quality instruments to measure library
performance are SERVQUAL and LibQUAL. The SERVQUAL
instrument measures the gap between customers
expectations for excellence and their perceptions of actual
service delivered. LibQUAL measures library users evaluations
of service quality.
In spite of some criticisms, these two instruments have been
vastly used in library studies for measuring quality.