Humphries A W, Naisawald G V
Claude Moore Health Sciences Library, University of Virginia Health Sciences Center, Charlottesville 22908.
Bull Med Libr Assoc. 1991 Jul;79(3):263-70.
A quality assurance (QA) program provides not only a mechanism for establishing training and competency standards, but also a method for continuously monitoring current service practices to correct shortcomings. The typical QA cycle includes these basic steps: select subject for review, establish measurable standards, evaluate existing services using the standards, identify problems, implement solutions, and reevaluate services. The Claude Moore Health Sciences Library (CMHSL) developed a quality assurance program for online services designed to evaluate services against specific criteria identified by research studies as being important to customer satisfaction. These criteria include reliability, responsiveness, approachability, communication, and physical factors. The application of these criteria to the library's existing online services in the quality review process is discussed with specific examples of the problems identified in each service area, as well as the solutions implemented to correct deficiencies. The application of the QA cycle to an online services program serves as a model of possible interventions. The use of QA principles to enhance online service quality can be extended to other library service areas.
质量保证（QA）计划不仅提供了一种建立培训和能力标准的机制，还提供了一种持续监控当前服务实践以纠正缺陷的方法。典型的质量保证周期包括以下基本步骤：选择审查主题、建立可衡量的标准、使用这些标准评估现有服务、识别问题、实施解决方案以及重新评估服务。克劳德·摩尔健康科学图书馆（CMHSL）为在线服务制定了一项质量保证计划，旨在根据研究确定的对客户满意度至关重要的特定标准来评估服务。这些标准包括可靠性、响应性、可接近性、沟通和物理因素。在质量审查过程中，将这些标准应用于图书馆现有的在线服务，并讨论了每个服务领域中发现的问题的具体示例，以及为纠正缺陷而实施的解决方案。质量保证周期在在线服务计划中的应用可作为可能干预措施的一个范例。将质量保证原则用于提高在线服务质量的做法可以扩展到其他图书馆服务领域。
