Evaluation and Quality Libraries Performance

1
Evaluation and Quality Libraries Performance A
view from Portugal and Brazil Luiza Baptista
Melo Maria Imaculada Sampaio Faculdade de
Ciências Universidade do Porto Universidade de
São Paulo Departamento de Matemática
Aplicada Instituto de Psicologia Biblioteca B
iblioteca Rua do Campo Alegre, 687 Av. Prof.
Mello Moraes, 1721-Bl. C 4169-007 Porto,
Portugal 02128-020 São Paulo, Brasil E-mail
lbmelo_at_fc.up.pt
E-mail isampaio_at_usp.br
ABSTRACT Library services quality is a
concept that libraries all over the world have
adopted, which concerns the way for assessing
user needs, satisfaction and performance at
libraries. During the last ten years some
Portuguese and Brazilian librarians have
researched methodologies to assess a
documentation centers progress towards
excellence.
METODOLOGIES PORTUGUESE LEGISLATION ( D.L.
No.166/99, 13th May) Defines quality in public
services as a management philosophy that
improves effectiveness and efficiency of
the services and simplifies the
procedures and the proceedings and
satisfies the citizens explicit and
implicit needs. BRAZILIAN LEGISLATION (Law no
10.294, 20th April, 1999) Defines quality in
public services in São Paulo State as a right of
the citizen. The public agents must provide
respect, cordiality and efficiency on
services offers. The focus is the development of
quality management in public services must
reduce the complexity of rules and
procedures, produce more comprehensive and
clean information, provide more flexibility
operating hours and more responsive, sympathetic
service provision. MonitorDoc
Quality monitoring in
Documentation Centers,1999 A
Portuguese version of a process of
Self-Assessment based in EFQM
Excellence Model to improve performance in a
library. ISO90012000
Quality Management Systems
ACCREDITATION ISO116201998
Information and documentation -
Library performance indicators
ISO116201998/Amd. 12003(E)
Additional performance
indicators for libraries SERVQUAL Model for
LIBRARIES PAQ-SIBi/USP

SAMPLE SIZE   Where N total
population size Z? - desired confidence level
95 1,960 p - success rate 80 , i.e.
0,80 n - number of units in a sample h
moderately high accuracy - 0,03
 

PROJECTS STUDIES
ACADEMIC LIBRARY SERVICE EVALUATION

• CONCLUSIONS
• Our mission is to adjust the libraries to the
  measure of the man (ECO, 1983), and to offer
  learning services, books and resources that
  enable all members of the school community to
  become critical thinkers and effective users of
  information in all formats and media as suggest
  the guide lines of UNESCO School Library
  Manifesto.
• User perceptions measurements are judgments
  about service performance and one of the most
  important issues to reach service quality. As
  users perspective is integrated into planning and
  making-decision, performance indicators are
  meant to assess quality of libraries services.

• BIBLIOGRAPHY
• CADERNO de Projecto Completo (2002). PAQ
  programa de avaliação da qualidade implantação
  de um processo de avaliação contínua da qualidade
  dos produtos e serviços oferecidos pelas
  Bibliotecas do SIBi/USP. São Paulo SIBi/USP
  http//www.sibi.usp.br/gestao/Proj10/paq.pdf
• MELO, Luiza Baptista MONTEIRO, Maria Isabel
  (2001). Projecto de avaliação dos serviços da
  Biblioteca da Universidade Lusíada do Porto.
  Páginas ab. 7 69-84.
• MELO, Luiza Baptista SAMPAIO, Maria Imaculada
  (2003). Avaliação da qualidade em serviços de
  informação uma visão luso brasileira . Páginas
  ab. 11 37-60-84.
• OCHÔA, Paula PINTO, Leonor Gaspar FONSECA,
  Cristina Corregedor de (1999) . MonitorDoc
  monitorização da qualidade nos centros de
  documentação. Lisboa Ministério da
  Educação-Secretária Geral.