Indicadores de desempenho da norma ISO 11620:2014: uma proposta de monitoramento na Biblioteca Central da Universidade Federal de Alagoas

• Ano de defesa: 2019
• Autor(a) principal: Monte, Lívia Cunha da Silva
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso embargado
• Idioma: por
• Instituição de defesa: Universidade Federal de Alagoas; Brasil; Programa de Pós-Graduação em Mestrado Profissional em Administração Pública em Rede Nacional; UFAL
• Palavras-chave em Português: Administração Pública; Bibliotecas universitárias - Avaliação; Bibliotecas universitárias - Indicadores; ISO 11620; Public administration; University libraries – Evaluation; University libraries – Indicators; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA
• Link de acesso: http://www.repositorio.ufal.br/handle/riufal/6117

Performance indicators in university libraries are management support tools often used to assess the quality and efficiency of the services provided. Therefore, this study aims to elaborate a proposal to monitor the performance indicators of ISO 11620: 2014 Standard at the Central Library of the Federal University of Alagoas (BC / UFAL). To do so, perform a descriptive research of qualitative and quantitative costs. Data collection occurred using documentary survey as well as observation. The standard rule has 52 indicators in total, of which 15 were selected for BC / UFAL evaluation. From these results, it appears that BC / UFAL requires: have the titles required by users; adjust your number of employees; carry out updating of the collection; attract users to the library; publicize the services offered; improve care; encourage the use of collections and decrease the average time of document acquisition. At the end of the work, develop a tool called JANGABOOK to assist library managers in monitoring performance indicators and making decisions.