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为了提高图书馆工作的效益和效率,更好地适应环境发展的需要,从20世纪80年代开始,西方图书馆界陆续引进全面质量管理、服务质量管理、IS09000等质量管理理论和方法。尤其在SERVQUAL工具的推广应用上,美国研究图书馆协会(ARL)起到了突出的作用。近些年来,随着我国图书馆对服务和质量的日益重视,质量管理也成为图书馆界关注的一个中心问题,不但理论上的探讨越来越多,一些图书馆还将上述理论和方法付诸实践,并取得了良好效果。
In order to improve the efficiency and efficiency of library work and to adapt to the needs of environmental development better, from the 1980s onwards, the western library community successively introduced the theories and methods of total quality management, service quality management and IS09000 quality management. Especially in the popularization and application of SERVQUAL tools, the American Association for Research Libraries (ARL) has played a prominent role. In recent years, with the increasing emphasis on service and quality in our country’s libraries, quality management has also become a central issue of concern to the library community. Not only theoretical discussions are more and more, but some libraries also apply the above theories and methods Practice, and achieved good results.