Process approach in service management: strategies to achieve successful applications
The article examines the convenience of applying management methods and techniques used for design and mainly, control processes to service organizations. The case study analyzed the experience achieved in a University Library certified whit 9001:2000 standards. The article analyzes the need of team...
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Facultad de Ciencias Exactas, Químicas y Naturales
2010
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| Online Access: | https://www.fceqyn.unam.edu.ar/recyt/index.php/recyt/article/view/524 |
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ojs-article-5242020-03-06T10:52:51Z Process approach in service management: strategies to achieve successful applications Enfoque de procesos en la gestión de servicios: estrategias para lograr aplicaciones exitosas Zanazzi, José Luis Pedrotti, Beatriz Isabel Arias, Fulvio Hernndo Dimitroff, Magdalena Blazquez, Miguel Services Quality management University library Statistical results Compound indicators Management by process Servicios Gestión de Calidad Biblioteca universitaria Resultados estadísticos Indicadores compuestos Gestión por procesos The article examines the convenience of applying management methods and techniques used for design and mainly, control processes to service organizations. The case study analyzed the experience achieved in a University Library certified whit 9001:2000 standards. The article analyzes the need of teamwork, its problematic and the reasons showing why management by processes allows to overcome difficulties. It addition, some quality management tools used to implement the quality system is described. The work emphasizes the presentation of results. Actually, it includes the study of diverse indicators showing the improvement of service in the used services room and in the newspaper library. A special analysis is reserved to the compound indicator measuring users' satisfaction, the way the data is obtained, the instrument, the calculus criteria and the final results obtained. The conclusion is that the experience can be considered to be successful and satisfactory to a high degree, both for the users and for the people who support the organization activity. El artículo examina la conveniencia de aplicar métodos y técnicas propias de la gestión por procesos en organizaciones de servicio. El estudio de caso analiza la experiencia realizada en una Bilbioteca Universitario que certificó ISO 9001:2000. El artículo analiza la necesidad y junto con ello la problemática del trabajo en equipo y las razones por las cuales la gestión por procesos permite superar dificultades. Además se detallan algunas herramientas de calidad que han sido utilizadas para implementar el sistema de calidad. El documento pone énfasis en la presentación de resultados. Al respecto, incluye el estudio de diversos indicadores que evidencian el nivel de mejora en la sala de atención al público y en la hemeroteca. Un análisis especial se reserva para el indicador compuesto que valora la satisfacción de los usuarios, exponiéndose el modo en que se colectan los datos, el instrumento utilizado, los criterios de cálculo y los resultados obtenidos. El artículo concluye que la experiencia puede considerarse exitosa y satisfactoria en un alto grado, tanto para los usuarios como para las personas que sostienen la actividad de la organización. Facultad de Ciencias Exactas, Químicas y Naturales 2010-06-30 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://www.fceqyn.unam.edu.ar/recyt/index.php/recyt/article/view/524 Argentine Journal of Science and Technology; Vol. 13 No. 1 (2010); 58-65 Revista de Ciencia y Tecnología; Vol. 13 Núm. 1 (2010); 58-65 1851-7587 0329-8922 spa https://www.fceqyn.unam.edu.ar/recyt/index.php/recyt/article/view/524/438 Derechos de autor 2010 Revista de Ciencia y Tecnología |
| institution |
Facultad de Ciencias Exactas Quimicas y Naturales |
| collection |
Revista de Ciencia y Tecnologia RECyT |
| language |
Spanish |
| topic |
Services Quality management University library Statistical results Compound indicators Management by process Servicios Gestión de Calidad Biblioteca universitaria Resultados estadísticos Indicadores compuestos Gestión por procesos |
| spellingShingle |
Services Quality management University library Statistical results Compound indicators Management by process Servicios Gestión de Calidad Biblioteca universitaria Resultados estadísticos Indicadores compuestos Gestión por procesos Zanazzi, José Luis Pedrotti, Beatriz Isabel Arias, Fulvio Hernndo Dimitroff, Magdalena Blazquez, Miguel Process approach in service management: strategies to achieve successful applications |
| topic_facet |
Services Quality management University library Statistical results Compound indicators Management by process Servicios Gestión de Calidad Biblioteca universitaria Resultados estadísticos Indicadores compuestos Gestión por procesos |
| format |
Online |
| author |
Zanazzi, José Luis Pedrotti, Beatriz Isabel Arias, Fulvio Hernndo Dimitroff, Magdalena Blazquez, Miguel |
| author_facet |
Zanazzi, José Luis Pedrotti, Beatriz Isabel Arias, Fulvio Hernndo Dimitroff, Magdalena Blazquez, Miguel |
| author_sort |
Zanazzi, José Luis |
| title |
Process approach in service management: strategies to achieve successful applications |
| title_short |
Process approach in service management: strategies to achieve successful applications |
| title_full |
Process approach in service management: strategies to achieve successful applications |
| title_fullStr |
Process approach in service management: strategies to achieve successful applications |
| title_full_unstemmed |
Process approach in service management: strategies to achieve successful applications |
| title_sort |
process approach in service management: strategies to achieve successful applications |
| title_alt |
Enfoque de procesos en la gestión de servicios: estrategias para lograr aplicaciones exitosas |
| description |
The article examines the convenience of applying management methods and techniques used for design and mainly, control processes to service organizations. The case study analyzed the experience achieved in a University Library certified whit 9001:2000 standards. The article analyzes the need of teamwork, its problematic and the reasons showing why management by processes allows to overcome difficulties. It addition, some quality management tools used to implement the quality system is described. The work emphasizes the presentation of results. Actually, it includes the study of diverse indicators showing the improvement of service in the used services room and in the newspaper library. A special analysis is reserved to the compound indicator measuring users' satisfaction, the way the data is obtained, the instrument, the calculus criteria and the final results obtained. The conclusion is that the experience can be considered to be successful and satisfactory to a high degree, both for the users and for the people who support the organization activity. |
| publisher |
Facultad de Ciencias Exactas, Químicas y Naturales |
| publishDate |
2010 |
| url |
https://www.fceqyn.unam.edu.ar/recyt/index.php/recyt/article/view/524 |
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