基于6σ的高校图书馆服务质量改进研究

服务质量是图书馆赖以生存和发展的根本,以高校图书馆服务质量作为研究对象,以提高图书馆服务质量为目的,运用定性分析与定量分析相结合的方法,提出了图书馆服务质量评价的指标体系.并以M高校图书馆为例,通过问卷调查收集数据,运用该指标体系对其服务质量进行评价,在此基础上,结合6σ管理法,提出了有针对性的6σ改进的步骤及措施,为图书馆实施6σ改进提供了借鉴.

Improvement of Service Quality of Libraries in Universities Based on Six Sigma

Service quality is the key factor to the development of a library.Taking the university library service quality as the research subject and improving service quality as the research goal,an index system has been put forward in this article by qualitative analysis and quantitative analysis.By means of questionnaire survey and by using this index system,together with Six Sigma Management Method,University service quality has been assessed,and some improving steps and measures have been suggested,which provide references for using of Six Sigma Management Method in university libraries.