The Perception of the Library Staff Regarding the Implementation of a Quality Management System

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The quality of the services provided by a library, as well as of any kind of service, depends on several factors: The user requirements (as defined in ISO), prior knowledge about the service, computer systems reliability, availability of resources, personnel qualifications, etc. But when providing t...

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Detalles Bibliográficos
Autor principal: Verde, Marcela
Formato: Artículo publishedVersion
Lenguaje:Español
Publicado: Universidad de Buenos Aires, Facultad de Filosofía y Letras 2014
Materias:
Bibliotecarios
Personal de bibliotecas
Recursos humanos de bibliotecas
Calidad en bibliotecas
Sistemas de gestión de calidad
Percepción
Librarians
Library staff
Human resources
Quality in libraries
Quality management systems
Perception
Acceso en línea:https://revistascientificas.filo.uba.ar/index.php/ICS/article/view/1058
https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=biblioinfo&d=1058_oai
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Repositorio Digital de la Universidad de Buenos Aires (UBA) de Universidad de Buenos Aires
id I28-R145-1058_oai
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spelling I28-R145-1058_oai2025-11-17 Verde, Marcela 2014-12-01 The quality of the services provided by a library, as well as of any kind of service, depends on several factors: The user requirements (as defined in ISO), prior knowledge about the service, computer systems reliability, availability of resources, personnel qualifications, etc. But when providing the service, the willingness of the staff is essential, because they will be well motivated if the working conditions are adequate. The intent of this research is to investigate how staff perceives the implementation of a Quality Management System (QMS). To that end, two university libraries –one public and one private– that implemented QMS in the city of Cordoba between 2005 and 2013 were studied. The research asks whether the implementation process meant an adequate or excessive effort; how staff assesses the maintainability of the system in operation; if there is noticeable improvement in the quality of service, in the internal work of each library; if in general it is viewed as positive. This paper first presents a bibliographic inquiry on related work and then the application of a survey of the people involved in the implementation in both libraries. It is concluded that employees perceive the application of the Quality Management System as positive even if there were difficulties during the implementation face. Management however has a different view. La calidad de los servicios de una biblioteca, así como la calidad de cualquier tipo de servicio,  depende de varios factores: los requerimientos de los usuarios (tal como se define en las normas ISO), los conocimientos previos sobre el servicio, la fiabilidad del sistema informático, la disponibilidad de recursos, la idoneidad del personal, entre otros. Pero al momento de la prestación del servicio la predisposición del personal es esencial, porque estará bien predispuesto en la medida que las condiciones laborales sean las adecuadas. En el presente trabajo se pretende indagar cómo percibe el personal la implementación de un Sistema de Gestión de Calidad (SGC), para ello se estudiarán casos de dos bibliotecas universitarias que han implementado calidad en la ciudad de Córdoba entre 2005 y 2013, una del ámbito privado y otra del ámbito público. Se pretende saber si el proceso de implementación significó un esfuerzo adecuado o desmedido, cómo valora el personal la viabilidad de mantener el sistema en funcionamiento, si observa mejora en la calidad del servicio, en la labor interna de cada biblioteca, si en general lo aprecia como positivo. Se plantea en primera instancia una indagación bibliográfica sobre trabajos relacionados, luego la aplicación de una encuesta a las personas involucradas en la implementación en ambas bibliotecas. Se concluye que los empleados perciben la implementación como positiva aunque en el transcurso se hayan presentado dificultades. Sin embargo, los directivos expresan posturas diferentes. application/pdf https://revistascientificas.filo.uba.ar/index.php/ICS/article/view/1058 10.34096/ics.i31.1058 spa Universidad de Buenos Aires, Facultad de Filosofía y Letras https://revistascientificas.filo.uba.ar/index.php/ICS/article/view/1058/1037 Información, cultura y sociedad; No. 31 (2014): Diciembre; 67-83 Información, cultura y sociedad; Núm. 31 (2014): Diciembre; 67-83 1851-1740 1514-8327 Bibliotecarios Personal de bibliotecas Recursos humanos de bibliotecas Calidad en bibliotecas Sistemas de gestión de calidad Percepción Librarians Library staff Human resources Quality in libraries Quality management systems Perception The Perception of the Library Staff Regarding the Implementation of a Quality Management System La percepción del personal de las bibliotecas respecto a la implementación de un Sistema de Gestión de Calidad info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=biblioinfo&d=1058_oai
institution Universidad de Buenos Aires
institution_str I-28
repository_str R-145
collection Repositorio Digital de la Universidad de Buenos Aires (UBA)
language Español
orig_language_str_mv spa
topic Bibliotecarios
Personal de bibliotecas
Recursos humanos de bibliotecas
Calidad en bibliotecas
Sistemas de gestión de calidad
Percepción
Librarians
Library staff
Human resources
Quality in libraries
Quality management systems
Perception
spellingShingle Bibliotecarios
Personal de bibliotecas
Recursos humanos de bibliotecas
Calidad en bibliotecas
Sistemas de gestión de calidad
Percepción
Librarians
Library staff
Human resources
Quality in libraries
Quality management systems
Perception
Verde, Marcela
The Perception of the Library Staff Regarding the Implementation of a Quality Management System
topic_facet Bibliotecarios
Personal de bibliotecas
Recursos humanos de bibliotecas
Calidad en bibliotecas
Sistemas de gestión de calidad
Percepción
Librarians
Library staff
Human resources
Quality in libraries
Quality management systems
Perception
description The quality of the services provided by a library, as well as of any kind of service, depends on several factors: The user requirements (as defined in ISO), prior knowledge about the service, computer systems reliability, availability of resources, personnel qualifications, etc. But when providing the service, the willingness of the staff is essential, because they will be well motivated if the working conditions are adequate. The intent of this research is to investigate how staff perceives the implementation of a Quality Management System (QMS). To that end, two university libraries –one public and one private– that implemented QMS in the city of Cordoba between 2005 and 2013 were studied. The research asks whether the implementation process meant an adequate or excessive effort; how staff assesses the maintainability of the system in operation; if there is noticeable improvement in the quality of service, in the internal work of each library; if in general it is viewed as positive. This paper first presents a bibliographic inquiry on related work and then the application of a survey of the people involved in the implementation in both libraries. It is concluded that employees perceive the application of the Quality Management System as positive even if there were difficulties during the implementation face. Management however has a different view.
format Artículo
publishedVersion
author Verde, Marcela
author_facet Verde, Marcela
author_sort Verde, Marcela
title The Perception of the Library Staff Regarding the Implementation of a Quality Management System
title_short The Perception of the Library Staff Regarding the Implementation of a Quality Management System
title_full The Perception of the Library Staff Regarding the Implementation of a Quality Management System
title_fullStr The Perception of the Library Staff Regarding the Implementation of a Quality Management System
title_full_unstemmed The Perception of the Library Staff Regarding the Implementation of a Quality Management System
title_sort perception of the library staff regarding the implementation of a quality management system
publisher Universidad de Buenos Aires, Facultad de Filosofía y Letras
publishDate 2014
url https://revistascientificas.filo.uba.ar/index.php/ICS/article/view/1058
https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=biblioinfo&d=1058_oai
work_keys_str_mv AT verdemarcela theperceptionofthelibrarystaffregardingtheimplementationofaqualitymanagementsystem
AT verdemarcela lapercepciondelpersonaldelasbibliotecasrespectoalaimplementaciondeunsistemadegestiondecalidad
AT verdemarcela perceptionofthelibrarystaffregardingtheimplementationofaqualitymanagementsystem
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