Gestão da qualidade em bibliotecas universitárias : uma revisão bibliográfica

Abstract

The research deals with the topic of quality in university libraries, since the search for the implantation of models of quality management is fundamental so that there are high levels of satisfaction of its clients. Among the reasons that justified the choice of the subject in question, it is possible to establish the importance that the university library represents for the academic community, for society and as a tool for dissemination and production of knowledge within universities. The research was based on the following question: Are libraries looking for alternatives to improvements based on quality management? Where, in general, it intended to diagnose quality management actions in university libraries, in a specific way, intended to identify quality improvements implemented in libraries; know the quality management tools used in libraries to evaluate their products and services; to analyze tools for evaluating services in university libraries. The research was developed through a bibliographical survey using updated information on the use of quality tools for evaluation of products and services in Brazilian university libraries, referring to the last three years (2015 to 2017), as well as traditional sources, including pioneering theorists in relation to the research theme. It presents, in this way, relevant information on the implantation and evaluation of the quality of products and services in university libraries, as well as the implantation and evaluation instruments used by them. Through this research, it was found that customer focus enabled university libraries to seek alternatives so that their products and services continue to meet new demands, efficiently and with high levels of satisfaction