Quality Assessment in IT Based Envirnoment Mysore

7/25/2019 Quality Assessment in IT Based Envirnoment Mysore

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QUALITY ASSESSEMENT INLIBRARY AND INFORMATION

CENTRES INIT BASED ENVIRONMENT

ByD CHANDRAN

Professor & Chairman

S V University :: TIRUPATI


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QUALITY: Meaning

a deree of e!"e##en"e$ %erriam$e'ster(s)n#ine Di"tionary *+,,-./

the 01a#ity of any a"tivity sho1#d 'e assessed

in re#ation to its 21r2ose3$ Dona#dson 01a#ity as 4tness for 21r2ose3$ 51ran(s

*6-7-.s

Tota#ity of feat1res and "hara"teristi"s of a

2rod1"t or servi"e that 'ear on the #i'rary(sa'i#ity to satisfy stated or im2#ied needs38$Derfert$o#f


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hat is #i'rary 01a#ity

01a#ity in terms of ri"hness of reso1r"es: In addition/tota# n1m'er of vo#1mes o9ned/ n1m'er of 'estse##in 'oos 2er site/ si;e of 2rofessiona# sta


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Why Assess Service Quality

S1rviva#

A""o1nta'i#ity

Ben"hmarin

Im2rovement

=o"1s reso1r"es


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@i'rary and InformationCentres are fa"inmaorthreats in the #o'a# ITenvironment and an in"reasin#y

"om2etitive environment/ andm1st im2rove the 01a#ity oftheir servi"es in order to

s1rvive3 *+,,6/ Ro9ena C1##en/ Library

Trends/ 49:4.


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Current Measures

In21t and )1t21t

Reso1r"es

@o"a# initiatives toain 1ser feed'a"


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How is Quality Measured

Based on 1sers( and non$1sers(2er"e2tions and e!2e"tations

a2 ana#ysis 'et9een 2er"eived #eve#of servi"e/ and minim1m and desiredservi"e #eve#


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Measuring Service Quality


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Service Quality Assumptions

Success depends on delivering a good productwith excellent service

Service improvement can only happen throughcustomer input

Perceptions of customers are the key to achieving

and sustaining continuous service quality

Best Practices are scalable or adaptable acrossindustries


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! Bean "olden#ule

$Sell good merchandise at a

reasonable profit% treat yourcustomers like human beings% and

they will always come back for more!$

& eon eonwood Bean


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hat is the meas1rement of servi"e01a#ity

To re"a2/ servi"e 01a#ity fo"1ses on theneeds and e!2e"tations of "1stomers toim2rove 2rod1"ts and>or servi"es8

The meas1rement of servi"e 01a#itymeas1res the a2 'et9een the "1stomer(s#eve# of e!2e"tation and ho9 9e## theyrated the servi"e*s.8

%eas1rin servi"e 01a#ity in #i'raries "an 'e'oth a s2e"i4" 2roe"t as 9e## as a "ontin1a#2ro"ess to enhan"e and im2rove servi"es86


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hy meas1re servi"e01a#ity

The 'ene4ts of meas1rin servi"e 01a#ity in"#1de:

Eo1 9i## 'e a'#e to identify 9here servi"es needim2rovin in the vie9 of yo1r 1sers8

It 9i## ena'#e yo1 to 2rovide servi"es that aremore "#ose#y a#ined 9ith the e!2e"tations ofyo1r 1sers8

It 9i## a##o9 yo1 to "om2are yo1r servi"e 01a#ity9ith 2eer instit1tions in an e


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hat sho1#d I meas1re

Eo1 4rst need to de"ide if yo1 9ant tomeas1re a s2e"i4" as2e"t of yo1r #i'raryand information servi"e *e88 the 2rovision

of information si##s trainin. or the servi"eas a 9ho#e

If yo1 are meas1rin the 9ho#e servi"e/yo1 9i## need indi"ators from ea"h as2e"t

of the servi"e: e88 inter$#i'rary #oans/#iterat1re sear"hin/ en01iry hand#in/trainin et"8


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A 01ote for ree"tion

The key feature of which measures wechose should depend on their ability toprovide feedback on our goals, and the

chances of achieving these goals in aneective and ecient way!"o ourmeasures should start at our goals, andforce us to focus our attention to take

action towards them#$%

Refection quetion on ne!t "i#e$


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Ree"tion 01estions

68 Thin a'o1t the meas1res yo1 "1rrent#y 1se in yo1r#i'rary and information servi"e8 These "an 'e anyty2e of meas1re/ for e!am2#e n1m'er of visitors/n1m'er of en01iries/ any 1ser s1rveys yo1 have"arried o1t et"8

+8 hat oa#s do ea"h of these meas1res re#ate toJ88 the 21r2ose of a re"ent 1ser s1rvey 9as to ain1ser o2inions in order to 1#timate#y ens1re theservi"e meets their information needs8

F8 Are there any meas1res that do not re#ate any2arti"1#ar oa#s If so/ 9hat is the need for thesemeas1res =or e!am2#e/ yo1 may 'e re01ired to"o##e"t 2arti"1#ar statisti"s to 2rod1"e re2orts forstaeho#ders8


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Ho9 do I meas1re it

enera##y oranisations 1se a mi!t1re of01a#itative and 01antitative methods:

K1a#itative %ethods: intervie9s/ fo"1s

ro12s/ o'servation *in"#1din mysterysho22in.8

K1antitative %ethods: s1rveys

*01estionnaires/ "1stomer "omments"ards./ statisti"s *ro1tine data"o##e"tion.8


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Ho9 do I meas1re it

There are a#so s2e"i4" too#s that "an 'e1sed to meas1re servi"e 01a#ity inoranisations8 =or e!am2#e:

IS) Standards SJRVKUA@

@i'KUA@L *s2e"ia##y for 1se in #i'rary andinformation servi"es.

RATJR s"a#e8

%ore on these tomorro9


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The Ten Determinants ofServi"e K1a#ity

68 A""ess $ the ease and "onvenien"e ofa""essin the servi"e*s.8

+8 Comm1ni"ation $ ee2in yo1r 1sersinformedM #istenin to yo1r 1sers8

F8 Com2eten"e $ havin the si##s andno9#ede to 2rovide the servi"e*s.8

G8 Co1rtesy $ 2o#iteness/ res2e"t/

"onsideration/ and friend#iness of sta< at a###eve#s8

8 Credi'i#ity $ tr1st9orthiness/ re21tation andimae8


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The Ten Determinants ofServi"e K1a#ity

O8 Re#ia'i#ity $ 2rovidin "onsistent/ a""1rateand de2enda'#e servi"e*s.M de#iverin theservi"e that 9as 2romised8

8 Res2onsiveness $ 'ein 9i##in and ready

to 2rovide servi"e*s. 9hen needed878 Se"1rity $ 2hysi"a# safetyM 4nan"ia#

se"1rityM "on4dentia#ity8-8 Tani'#es $ the 2hysi"a# as2e"ts of the

servi"e s1"h as e01i2ment/ fa"i#ities/reso1r"es86,8Understandin the "1stomer $ no9in

individ1a# "1stomer needs8


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J!am2#es

68 A""ess $ "onvenient o2enin timesMa#ternative methods to a""essin servi"es:e88 te#e2hone and internet>emai#8

+8 Comm1ni"ation $ 2#ain Jn#ish3 sins &2am2h#ets>1idesM s1estions and"om2#aints 2ro"ed1res8

F8 Com2eten"e $ a## sta< no9in/ and a'#e todo/ their o'8

G8 Co1rtesy $ sta< 'ehavin 2o#ite#y and2#easant#y8

8 Credi'i#ity $ the re21tation of the servi"e inthe 9ider "omm1nityM sta< eneratin afee#in of tr1st 9ith 1sers8


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J!am2#es

O8 Re#ia'i#ity $ standards de4ned in #o"a# servi"e"hartersM a""1ra"y of information 2rovidedM doin

o's riht 4rst timeM ee2in 2romises anddead#ines8

8 Res2onsiveness $ reso#vin 2ro'#ems 01i"#yMa##o9in 1sers to 'oo an a22ointment3 for he#2*e88 in #iterat1re sear"hin/ referen"e manaementet"8.

78 Se"1rity $ ens1rin servi"e meets hea#th and safety

re01irements/ for sta< and 1sers8-8 Tani'#es $ 12 to date e01i2ment and reso1r"es8

6,8 Understandin the "1stomer $ tai#orin servi"es9here 2ra"ti"a# to meet individ1a# needs8


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Ca#vert and Hernon *6--/ "onsider the 01a#ity of #i'rary servi"e as

1idan"eM89aitin time8e#e"troni" servi"es8#i'rary sta< *avai#a'#e/ "o1rteo1s/

a22roa"ha'#e/ and friend#y.8materia#s in their "orre"t 2#a"e8e01i2ment is e2t in ood 9orin orderM8materia# arrivin 9ithin a set timeM8

the '1i#din and the #i'rary environmentM8#i'rary f1rnit1re and fa"i#ities *for e!am2#e/

drinin fo1ntains.M and8materia# for "o1rse needs


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#i'rary 01a#ity revo#vesaro1nd

information reso1r"es/environment in 9hi"h servi"es are2rovided/ sta< de#iverin servi"es/

e01i2ment 'y 9hi"h 2ro"ess ofservi"e de#ivery is fa"i#itated and2ayin attention to "hanin

needs of 1sers/ i8e8 "onstant 1sers(need assessment to ada2t servi"esas a 9ho#es to their demands


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Information te"hno#oy

the e01i2ment and method 1sed in hand#ininformation8 Information te"hno#oy is the "o##e"tive*1m're##a. term for vario1s te"hno#oies invo#ved in2ro"essin and transmittin information that mayin"#1de "om21tin/ te#e"omm1ni"ations

andmi"roe#e"troni"s *Nyam'oa and ?em2ara1/+,,+.8

the a22#i"ation of "om21ters and other te"hno#oiesto the a"01isition/ orani;ation/ storae/ retrieva#/

and dissemination of nformation38 Additiona##y/ the1se of hard9are and soft9are for eQ"ientmanaement of information i8e8 storae/ retrieva#/2ro"essin/ "omm1ni"ation/ : Ameri"an @i'raryAsso"iation


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Indi"ators of 01a#ity in a"ademi"#i'raries

Chen *6--. has iven on the 'asis of 4ve"riteria as in21t meas1res3:

*6. #i'rary sta


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@i'rary servi"es &@i'rary Performan"eIndi"ators

enera# 1ser

enera# satisfa"tion Users( se#f$re2ortsof s1""ess d1rin this #i'rary

satisfa"tion visit on ea"h of severa##i'rary a"tivities

Jase of 1se of the #i'rary )vera##

satisfa"tion 9ith today(s #i'rary visit


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%ateria#s avai#a'#e

Cir"1#ation N1m'er of items "haned o1tfor 1se/ 1s1a##y and 1se *tho1h not a#9ays.o1tside the #i'rary/ in"#1des initia# "haresand rene9a#s

In$#i'rary materia#s enera# "o##e"tion andreserves 1se

N1m'er of items 1sed in the #i'rary '1t not"hared o1t

Tota# materia#s Tota# n1m'er of 1ses of#i'rary materia#s avai#a'i#ity The s1m of"ir"1#ation and in$#i'rary materia# 1se


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%ateria#s avai#a'i#ity Pro2ortion of 1sersear"hes for #i'rary materia#s that ares1""essf1# at the time of 1ser(s visit

Re01ested materia#s Time 1sers m1st 9aitfor re01ested materia#s de#ay Pro2ortion of1ser sear"hes for #i'rary materia#s that ares1""essf1# at the time of 1ser(s visit

Attendan"e Time 1sers m1st 9ait forre01ested materia#s N1m'er of 1ser visitsto #i'rary


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=a"i#ities and #i'rary

Remote 1ses N1m'er of #i'rary 1ses for9hi"h 1ser does not "ome 1seto the #i'rary/s1"h as 1se of do"1ment de#ivery servi"es/a""ess to #i'rary "ata#os or other on#ine

data'ases maintained 'y the #i'rary fromtermina#s o1tside the #i'rary/ or te#e2hone/e$mai#/ or fa! re01ests for materia#s orservi"es

Tota# 1ses Tota# 1ses of #i'rary/ in 2erson and

remoteS1m of attendan"e and remote 1ses =a"i#ities in"#1de 1ser seatin and

9orstations and 1ser e01i2ment


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Information servi"es

N1m'er of referen"e transa"tions8

Referen"e satisfa"tion

)n#ine sear"h eva#1ation


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Better A"ademi" Resear"h=1n"tion8

resear"h of #aso9 Ca#edonian University @i'rary *+,,. "an 'eindi"ated68 Usin a 01estionnaire nine 01a#ity indi"ators 9ereana#y;ed:

1saeM

"o1rse 'oos and essentia# te!tsM

2rintin fa"i#itiesM 2rovision of "om21ters>PCsM

information servi"es>referen"e en01iriesM

rane of e#e"troni" information servi"esM

a""essin #i'rary servi"es e#e"troni"a##y o

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Quality Assessment in IT Based Envirnoment Mysore