1 / 8

Porto, May, 2006

Quality Measures for Academic Libraries and Information Services: Two Implementation Initiatives – Mixed-model CAF-BSC-AHP and PAQ-SIBi-USP. LUIZA BAPTISTA MELO – lbmelo@fc.up.pt MARIA IMACULADA CARDOSO SAMPAIO – isampaio@usp.br. Porto, May, 2006.

verdi
Download Presentation

Porto, May, 2006

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Quality Measures for Academic Libraries and Information Services: Two Implementation Initiatives – Mixed-model CAF-BSC-AHP and PAQ-SIBi-USP LUIZA BAPTISTA MELO– lbmelo@fc.up.pt MARIA IMACULADA CARDOSO SAMPAIO – isampaio@usp.br Porto, May, 2006

  2. Quality Measures for Academic Libraries and Information Services: Two Implementation Initiatives – Mixed-model CAF-BSC-AHP and PAQ-SIBi-USP SUMMARY • Introduction • Customer’s satisfaction x Staff’s satisfaction : Impact on society • Recent Portuguese and Brazilian initiatives • Conclusions Porto, May, 2006

  3. Quality Measures for Academic Libraries and Information Services: Two Implementation Initiatives – Mixed-model CAF-BSC-AHP and PAQ-SIBi-USP Introduction TO IMPROVE LIBRARIES’ SERVICES • Attendance improvement • Centralization of needs definition and information usage • Implementation and redesign of information systems, making it more flexible and interactive • Technology adoption in order to improve information systems • Guidelines description of information needs and usage • Demand for the system or sources approached • Service response to user needs • Offered services satisfaction/dissatisfaction • Focus on user priorities • Mapping the community profile • Interest, empathy and approach of staff Dervin and Nilan (1986) Porto, May, 2006

  4. Quality Measures for Academic Libraries and Information Services: Two Implementation Initiatives – Mixed-model CAF-BSC-AHP and PAQ-SIBi-USP • Customer’s satisfaction X Staff’s satisfaction: impact on society • The current society is featured as highly competitive, dynamic, agile, unstable, challenging and self-centered. • Adjectives and positioning must be cultivated in this continuous search for quality: • Professionalism • Guide people • Trustworthiness • Availability • Personalized treatment • Respect to the customer Porto, May, 2006

  5. Quality Measures for Academic Libraries and Information Services: Two Implementation Initiatives – Mixed-model CAF-BSC-AHP and PAQ-SIBi-USP Mixed-model CAF-BSC-AHP To compute the global performance measure the institution has to choose the set of criteria that should be taken into account in the performance evaluation and their relative weights Porto, May, 2006

  6. Quality Measures for Academic Libraries and Information Services: Two Implementation Initiatives – Mixed-model CAF-BSC-AHP and PAQ-SIBi-USP Mixed-model CAF-BSC-AHP • RESULTS OF THE RELATIVE WEIGHT OF THE CRITERIA: an inquiry of academic libraries • Customer perspective - 0.218 • Impact on society - 0.914 • Leadership - 0.182 • Financial perspective - 0.161 • Process and change management- 0.1 • Strategy and planning- 0,076 • External partnership and resources - 0,069 Porto, May, 2006

  7. Quality Measures for Academic Libraries and Information Services: Two Implementation Initiatives – Mixed-model CAF-BSC-AHP and PAQ-SIBi-USP • The PAQ – Quality of Products and Services Evaluation Program of the SIBi/USP • Started in 2000 • Objectives: • - Develop its own research instrument and its measurement scale • - Implement a pilot evaluation and present the results for future evaluation • Incorporate the evaluation as a managerial process at SIBi/USP • Two phases: • ► Products and services • ► Site of SIBi/USP • The program success culminated with the effective evaluation process of libraries • Porto, May, 2006

  8. Quality Measures for Academic Libraries and Information Services: Two Implementation Initiatives – Mixed-model CAF-BSC-AHP and PAQ-SIBi-USP • The dialogue among staff, users and external partners is very important • The motivational factor recognition is directly linked with user´s satisfaction • - The ability to find the desired information in a quick and efficient way • - The development of activities oriented to the user’s attendance • - To know that staff work is facilitator in the reference search Conclusions • The implementation of evaluation tools Evaluation of quality is a process to be definitely incorporated in the activities of the information services - Identify the blanks of the systems - Capture the users’ perceptions THANK YOU! Porto, May, 2006

More Related