Description
The purpose of this article is to describe briefly two quality evaluation models for academic libraries: the Portuguese investigation proposes an action model to measure the performance of the libraries of the Universidade do Porto (UP). This tool is justified by the CAF – Common Assessment Framework (an auto-evaluation tool based on the European Foundation Quality Management Excellence Model), the Balanced Scorecard (BSC) and the Analytic Hierarchy Process (AHP); the PAQ – Quality of Products and Services Evaluation Program of the SIBi/USP, based on the Model SERVQUAL, is an assessment research implemented in the academic libraries of the Universidade de São Paulo (USP), in Brazil. The proposal has been presented as being viable and necessary for the management of the libraries of the SIBi/USP.
Included in
Quality Measures for Libraries and Information Services.
The purpose of this article is to describe briefly two quality evaluation models for academic libraries: the Portuguese investigation proposes an action model to measure the performance of the libraries of the Universidade do Porto (UP). This tool is justified by the CAF – Common Assessment Framework (an auto-evaluation tool based on the European Foundation Quality Management Excellence Model), the Balanced Scorecard (BSC) and the Analytic Hierarchy Process (AHP); the PAQ – Quality of Products and Services Evaluation Program of the SIBi/USP, based on the Model SERVQUAL, is an assessment research implemented in the academic libraries of the Universidade de São Paulo (USP), in Brazil. The proposal has been presented as being viable and necessary for the management of the libraries of the SIBi/USP.