Qualità in biblioteca: linee per un progetto di certificazione

Pelizzari, Eugenio

Bollettino AIB 1999 39 (3)245-269
(ReLIS:jul:rkgani:y:1999:v:39:i:3:p:245-269)

Abstract:

In recent years, the importance ascribed to quality assessment has been progressively increasing, extending from production environments to services and the public administration. The concept of quality has also undergone an evolution which has made customer satisfaction or, in the case of services, that of the consumer/user its principal assessment parameter. The concept of quality has passed from that conceived and measured as the deviation from well-defined technical specifications (in the case of products) or on the basis of bureaucratic/procedural requisites (in the case of services) to one measured according to a product/service's capability to satisfy the user's needs.

Keywords: Bibliotecas ; Calidad ; Certificación
Pages: 245-269
Volume: 39
Year: 1999
Issue: 3

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