本文關(guān)鍵詞： 圖書(shū)館 服務(wù)流程 優(yōu)化 精益六西格瑪　出處：《情報(bào)理論與實(shí)踐》2017年05期 　論文類型：期刊論文

【摘要】：[目的/意義]圖書(shū)館服務(wù)流程作為圖書(shū)館服務(wù)的監(jiān)控過(guò)程,其傳統(tǒng)流程呈現(xiàn)出如流程粗放,不以用戶為中心等弊端,因此圖書(shū)館服務(wù)流程優(yōu)化就顯得迫在眉睫。[方法/過(guò)程]文章從精益六西格瑪視角,對(duì)圖書(shū)館服務(wù)流程優(yōu)化進(jìn)行研究。采用文獻(xiàn)分析法,分析了圖書(shū)館服務(wù)流程優(yōu)化的研究現(xiàn)狀,深刻剖析了圖書(shū)館服務(wù)流程優(yōu)化過(guò)程中存在的問(wèn)題,針對(duì)這些問(wèn)題,將圖書(shū)館服務(wù)流程優(yōu)化歸納總結(jié)為需求表征、明確責(zé)任、流程優(yōu)化、服務(wù)質(zhì)量反饋4個(gè)基本環(huán)節(jié),設(shè)計(jì)了圖書(shū)館服務(wù)流程優(yōu)化宏觀過(guò)程及微觀過(guò)程,采用精益六西格瑪?shù)墓ぞ摺狣MAIC模型、價(jià)值流圖和快速掃描審計(jì)對(duì)服務(wù)流程和模式進(jìn)行設(shè)計(jì)改進(jìn)。[結(jié)果/結(jié)論]通過(guò)采用精益六西格瑪?shù)墓ぞ?構(gòu)建了基于精益六西格瑪?shù)膱D書(shū)館服務(wù)流程優(yōu)化理論模式。根據(jù)某市A圖書(shū)館的服務(wù)流程現(xiàn)狀,提出精益六西格瑪視域下的圖書(shū)館服務(wù)流程優(yōu)化建議,繪制出價(jià)值流未來(lái)圖。
[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.
【作者單位】： 玉林師范學(xué)院圖書(shū)館;
【基金】：廣西高校中青年教師基礎(chǔ)能力提升項(xiàng)目“微傳播環(huán)境下的高校圖書(shū)館閱讀推廣策略研究”的成果之一,項(xiàng)目編號(hào):KY2016YB359
【分類號(hào)】：G252
【正文快照】： 隨著社會(huì)基礎(chǔ)設(shè)施逐步完善,公共資源服務(wù)水平不斷提升,為滿足用戶對(duì)于服務(wù)質(zhì)量的需求,以用戶需求為驅(qū)動(dòng)的服務(wù)流程應(yīng)運(yùn)而生。賀芳等[1]通過(guò)服務(wù)的本質(zhì)將服務(wù)流程定義為以服務(wù)為業(yè)務(wù),以服務(wù)為目的的輸出,從全局視角研究服務(wù),通過(guò)調(diào)整服務(wù)體系內(nèi)的工作方式,以分工和合作為兩個(gè)基

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