Service quality improvement strategies and tools for university libraries Online publication date: Fri, 27-Feb-2015
by Adam Snider, Yu Xia, Lu Xia
International Journal of Society Systems Science (IJSSS), Vol. 3, No. 1/2, 2011
Abstract: This paper explores potential service quality improvement strategies and tools for the James E. Walker Library at Middle Tennessee State University. We examine the library's service quality strategies and provide suggestions for indoctrinating employees with systematic views, building a collaborative working environment, and restructuring a supportive evaluation and improvement system. We also propose modules to standardise specific library service processes, such as that of training student workers. Furthermore, we describe various library service processes, identify quality problems, detect the causes of the problems, and suggest a new shelving procedure for returned books. We also offer a single sampling plan to monitor the system. The research focuses on specific systematic assessment methods for analysing quality issues faced by the university library system. We utilise the bottom-up approach in analysing and solving the library's individual quality issues. The strategies and tools suggested can be easily extended to other public service systems.
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