Abstract
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.
Keywords
Service charter; Quality management; Library services
Bibliographic citation
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.
Audience
Professionals
Use this identifier for quote and/or link this document
https://hdl.handle.net/11351/2195This item appears in following collections
The following license files are associated with this item: