Sistema de gestão da qualidade em serviços: estudo de caso em uma biblioteca universitária

Abstract

The globalization of the economy and, consequently, the increase of competitiveness among companies define quality as an essential factor to maintain the organization in the market. The services sector, which has been growing significantly around the world, is placed in this context to reach the excellence in the offered services and products. Considering the characteristics of the services sector, specially the information services, this work aimed to analyze the implementation of a quality system management, particularly, the ISO 9001:2000 in a university library. The study was achieved at Mário Henrique Simonsen Library of the Fundação Getúlio Vargas in the city of Rio de Janeiro, the first brazilian university library to receive ISO 9001:2000 certification. To analyze this management system, a model to apply this standard in universities libraries was designed following the sections described in the ISO 9001:2000 processes based model: manager responsibility, resources management, product achievement and measurement, analysis and improvement. This model suggests the improvement and the development of some activities and the application of some resources that can help in the effective standard application. The validation of this model was confirmed through the analysis with the case study outcomes, concluding the applicability of ISO 9001:2000 in information services which contribute, indirectly for the cultural and intellectual development of the society.