| 数字参考服务的质量控制研究述评 |
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| 引用本文： | 吴凤仙.数字参考服务的质量控制研究述评[J].图书馆杂志,2008,27(2):38-41. |
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| 作者姓名： | 吴凤仙 |
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| 作者单位： | 温州大学图书馆,浙江温州325000 |
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| 摘 要： | 从定性分析的服务效果评价与定量研究的质量过程控制两个方面对数字参考服务进行了研究.读者满意度应是服务效果评价的关键指标,六西格玛法(6sigam)是服务过程控制的最佳工具.
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| 关 键 词： | 数字参考服务 质量控制 读者满意度 6sigam管理 |
| 收稿时间： | 2007-09-19 |
Commentary on the Quality Control Research of Digital Reference Service |
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| Wu Fengxian.Commentary on the Quality Control Research of Digital Reference Service[J].Library Journal,2008,27(2):38-41. |
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| Authors: | Wu Fengxian |
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| Institution: | Wu Fengxian(The Library of Wenzhou University,Zhejiang,325027) |
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| Abstract: | This paper studied the digital reference services from two aspects: the qualitative analysis of service evaluation and the quantitative research of quality process control.And suggested that the users' satisfaction is the key factors of the service evaluation,and the Six Sigma is the best tool for service process control. |
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| Keywords: | Digital reference service Quality control Users' satisfaction 6Sigma management |
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