The purpose of this poster is to describe the main features of a health library’s quality management system, focusing especially on the customer service charter. At present, libraries have to adapt to changes produced in their context; for instance: being competitive, supplying services and products that comply with customer expectations, sustaining and increasing customers and generating confidence while managing resources efficiently. Libraries implementing a quality management system aim for a continuous improvement in services and an increase in efficiency, quality and effectiveness on the basis of users' demands, who will ultimately be evaluating services, and of commitments assumed by the library and its users. A service charter is a document setting out the level of services that an organization offers to its customers and their level of quality, commitment to customers and mechanisms at their disposal to make suggestions or complaints. Service charters are one tool to manage the quality of services having a direct impact on their improvement and the perception of quality by the end user.
Service charter; Quality management; Library services
Roque-Castella, P. Quality management system in health library: costumer service charter. Poster presented at: 10th European Association for Health Information and Libraries (EAHIL) Conference; 2010 June 14-18; Lisbon.
Use this identifier for quote and/or link this documenthttp://hdl.handle.net/11351/2195
The following license files are associated with this item: