精益六西格玛视域下的图书馆服务流程优化研究

发布时间：2018-01-21 11:46

本文关键词： 图书馆服务流程优化精益六西格玛　出处：《情报理论与实践》2017年05期 　论文类型：期刊论文

【摘要】：[目的/意义]图书馆服务流程作为图书馆服务的监控过程,其传统流程呈现出如流程粗放,不以用户为中心等弊端,因此图书馆服务流程优化就显得迫在眉睫。[方法/过程]文章从精益六西格玛视角,对图书馆服务流程优化进行研究。采用文献分析法,分析了图书馆服务流程优化的研究现状,深刻剖析了图书馆服务流程优化过程中存在的问题,针对这些问题,将图书馆服务流程优化归纳总结为需求表征、明确责任、流程优化、服务质量反馈4个基本环节,设计了图书馆服务流程优化宏观过程及微观过程,采用精益六西格玛的工具——DMAIC模型、价值流图和快速扫描审计对服务流程和模式进行设计改进。[结果/结论]通过采用精益六西格玛的工具,构建了基于精益六西格玛的图书馆服务流程优化理论模式。根据某市A图书馆的服务流程现状,提出精益六西格玛视域下的图书馆服务流程优化建议,绘制出价值流未来图。
[Abstract]:[Objective / significance] as the monitoring process of library service, the traditional process of library service presents some disadvantages, such as extensive flow, not user-centered, so it is urgent to optimize library service flow. [Methods / process] this paper studies the optimization of library service flow from the perspective of Lean six Sigma and analyzes the research status of library service process optimization by literature analysis. This paper deeply analyzes the problems existing in the process of optimization of library service flow. In view of these problems, the optimization of library service flow is summed up as the representation of demand, clear responsibility and process optimization. Four basic links of service quality feedback are designed. The macro and micro process of optimization of library service flow is designed, and the DMAIC model is used as the tool of Lean six Sigma. Value flow diagrams and quick scan audits are designed to improve service processes and patterns. [Results / conclusion] by using Lean six Sigma tools, this paper constructs a theoretical model of library service flow optimization based on Lean six Sigma, and according to the present situation of A library service flow in a certain city. The paper puts forward some suggestions on the optimization of library service flow from the perspective of Lean six Sigma and draws the future map of value flow.
【作者单位】：玉林师范学院图书馆;
【基金】：广西高校中青年教师基础能力提升项目“微传播环境下的高校图书馆阅读推广策略研究”的成果之一,项目编号:KY2016YB359
【分类号】：G252
【正文快照】： 随着社会基础设施逐步完善,公共资源服务水平不断提升,为满足用户对于服务质量的需求,以用户需求为驱动的服务流程应运而生。贺芳等[1]通过服务的本质将服务流程定义为以服务为业务,以服务为目的的输出,从全局视角研究服务,通过调整服务体系内的工作方式,以分工和合作为两个基

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