基于“三标一体”质量管理模型的图书馆读者测评体系研究

"三标一体"质量管理模型是一个先进的、科学的管理体系,在提高社会经济效益、服务质量等方面已得到广泛应用。图书馆引入"三标一体"质量管理体系是应用模型中的"持续改进"理念和PDCA(策划—实施—监控—改进),它有利于规范图书馆的工作流程、提高员工的工作效率、提升图书馆的服务质量、增强图书馆的竞争力。读者测评体系是监控图书馆工作质量的重要方法之一,评测结果是反映图书馆工作质量的重要依据,促进图书馆工作质量持续提高。介绍了"三标一体"质量管理模型的基本情况,探讨了"三标一体"管理模型在图书馆的应用以及图书馆读者满意度测评体系的构建。

Study on Library's Reader Assessment System Based on Three Standards (ISO 9001, ISO 14001 and GB/T 28001 ) Integrated Quality Management Model

Three standards integrated quality management model, which is an advanced and scientific management system,has been widely used in improving the socio-economic benefits and service quality. Library introduces this management model because of the concept of consist improvement and the scientific way of PDCA （Plan-Do- Cheek-Act）, which will standardize library’s work processes,improve employees’ work efficiency,enhance library’s service quality and competitiveness. The reader assessment system is an important method for reflecting library’s work quality and promoting the continuous improvement of library’s work quality. This paper introduces the basic situation of three standards integrated quality management model, and probes into the application of this model in the library and the establishment of library’s reader satisfaction assessment system.