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
Biblioteca
Rua do Campo Alegre, 687
Av. Prof. Mello Moraes, 1721-Bl. C
4169-007 Porto, Portugal
02128-020 São Paulo, Brasil
E-mail: [email protected]
E-mail: [email protected]
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
center’s 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
SAMPLE SIZE
n
Z 2 p (1 - p)
A Portuguese version of a process of
Self-Assessment based in EFQM Excellence
Model to improve performance in a library.
2
Z

p (1 - p)
2
h 
N
Where:
ISO9001:2000 Quality Management Systems
N – total population size
Z - “desired” confidence level 95% = 1,960
ACCREDITATION
p - “success rate” = 80% , i.e. 0,80
ISO11620:1998 Information
and documentation - Library performance
indicators
n - number of units in a sample
h – moderately high accuracy - 0,03
ISO11620:1998/Amd. 1:2003(E)
Additional performance indicators for libraries
PROJECTS STUDIES
ACADEMIC LIBRARY SERVICE EVALUATION
SERVQUAL Model
for LIBRARIES
PAQ-SIBi/USP
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.
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 a&b. 7 69-84.
MELO, Luiza Baptista ; SAMPAIO, Maria Imaculada (2003). “Avaliação da qualidade em serviços
de informação: uma visão luso brasileira ”. Páginas a&b. 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 EducaçãoSecretária Geral.
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 makingdecision, performance
indicators
are meant to assess quality of
libraries services.