Abstract

SANTOS, Luciano Costa; FACHIN, Gleisy Regina Bóries  and  VARVAKIS, Gregorio. Managing service processes in libraries. Ci. Inf. [online]. 2003, vol.32, n.2, pp. 85-94. ISSN 0100-1965.  http://dx.doi.org/10.1590/S0100-19652003000200010.

As the users of information services are becoming more exigent, the management of library services is becoming more important. However, the quality of library services is generally poor and it seems that there is still a lack of management techniques to support service quality improvements. This paper aims to present a process management technique that allows library managers to systematically design and analyze their service processes from the user's perspective. The proposed technique, called Servpro, considers the specific characteristics of service processes and focuses the service quality. Seeking to confirm the applicability of the technique in library services, a case study in an academic library was conducted.

Keywords : Library management; Service quality; Management techniques.