A Study on Introducing Six Sigma Theory in the Library for Service Competitiveness Enhancement
نویسنده
چکیده
By evaluating "user satisfaction index" for provided services, libraries are now collecting data which can be a basis for library management. This promotes research on reasonable and efficient evaluation tools for "user satisfaction" and "performance measurement." LibQUAL+ usage is currently increasing, which can be found in many documents. This study set out to draw and implement scientific and systematic improvement plans for a service area that failed to meet its goal or caused users' complaints. Six Sigma means “a systematic innovative activity to statistically measure and analyze causes of defects that happen in all parts of management, and then remove those causes.” According to Six Sigma, defects include all causes that interrupt process or service. It is a methodology to define a problem from the viewpoint of managers or
منابع مشابه
سنجش سطح کیفیت خدمات کتابخانههای عمومی با تلفیق تکنیکهای سروکوال و شش سیگما (مطالعۀ موردی: کتابخانۀ عمومی جزیرۀ کیش)
Purpose: The purpose of this study is to evaluate service quality level in public libraries against Six Sigma quality level by combining SERVQUAL and Six Sigma techniques. Method: This is an applied study conducted as a survey. The population consists of all SANAEE public library members. Through simple random selection, 217 people are chosen. SERVQUAL questionnaire is used as research tool. Fi...
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