關(guān)于現(xiàn)代質(zhì)量管理理論在高校圖書館的探索中英文對照.doc

//關(guān)于現(xiàn)代質(zhì)量管理理論在高校圖書館的探索中英文對照About the exploration of modern quality management theory in university library. In both Chinese and English20世紀(jì)80年代以后，質(zhì)量管理的理論不斷涌現(xiàn)，日益豐富。與此同時，在高等教育改革的大環(huán)境下，傳統(tǒng)的教育觀念和管理模式發(fā)生著質(zhì)的轉(zhuǎn)變。高校圖書館作為高校公共管理的重要組成部分，在這種急劇變化的內(nèi)外環(huán)境中，衡量其管理水平高低的主要標(biāo)準(zhǔn)規(guī)根到底要看是否便于師生教學(xué)方面的利用，是否發(fā)揮了圖書資料應(yīng)起的作用，要看服務(wù)于教學(xué)的質(zhì)量優(yōu)劣，以及產(chǎn)生的各種效益如何。因此如何運用興起于工商管理領(lǐng)域的現(xiàn)代質(zhì)量管理理論精華，實現(xiàn)與圖書館的有效結(jié)合，成為高校圖書館需要面對的一個重要課題。Since the 1980 s, the theory of quality management, has become increasingly rich. At the same time, under the circumstances of higher education reform, the traditional education ideas and modes of management happen a qualitative change. University library as an important part of public management in colleges and in such a dramatic change of internal and external environment, measure the management level of the main standard gauge roots to see if is convenient for teachers and students teaching use, whether to play a role of books and materials should be, want to see the quality of service in teaching approaches, and how the various benefits. So how to use in essence, modern quality management theory in the field of business management for combining with the library, and become an important task of university library needs to face. 一、全面質(zhì)量管理理論（TQM）與ISO9000國際質(zhì)量標(biāo)準(zhǔn)A (TQM), total quality management theory and ISO9000 international quality standards 20世紀(jì)50年代，圖書館現(xiàn)代管理方式的研究興起，圖書館管理開始借鑒其他學(xué)科的技術(shù)和框架體系。全面質(zhì)量管理理論（以下簡稱TQM）這時起源于制造業(yè)，其基本的工作方法是PDCA循環(huán)，即由計劃（PLAN）、實施（DO）、檢查（CHECK）、處理（ACTION）所構(gòu)成的質(zhì)量環(huán)。從某種角度而言，TQM首先是一種管理思想，而這種思想的關(guān)鍵就是要建立有效的質(zhì)量保證體系，而ISO9000系列標(biāo)準(zhǔn)正是這樣一個標(biāo)準(zhǔn)化的體系。它將質(zhì)量過程分解成為無數(shù)個具體的連續(xù)的環(huán)節(jié)，并將每個環(huán)節(jié)的質(zhì)量要求標(biāo)準(zhǔn)化，進(jìn)而文件化，其評價標(biāo)準(zhǔn)由外部完成并能通用，所以ISO9000是一種剛性的，強化的、易于檢驗的質(zhì)量體系。Research the rise of modern management methods in the 1950 s, the library, library management techniques from other disciplines and framework system. (hereinafter referred to as TQM total quality management theory) originated in the manufacturing industry at this moment, is the basic working method PDCA circulation, namely by the PLAN (the PLAN) and implementation (DO), checking (CHECK), processing (ACTION) of the quality of the ring. At first, in some ways, TQM is a management thought, the thought of the key is to establish an effective quality assurance system, and the standardization of ISO9000 series standard is just such a system. It will quality process decomposed into countless concrete continuous link, and each link of quality standardization, and documented, and its evaluation standards by external to complete and can be general, ISO9000 is a kind of rigid, so strengthening and easy inspection of the quality system. 二、兩大理論體系共性之處Second, the two major theoretical system in common 1、組織的最高管理者親自抓質(zhì)量1, the top management to grasp the quality of the organization 2、二者都認(rèn)為產(chǎn)品或者服務(wù)的質(zhì)量應(yīng)當(dāng)滿足顧客當(dāng)前或者潛在的需求。2, both think that the quality of a product or service should meet the needs of current or potential customers. 3、注重過程的質(zhì)量改進(jìn)3, pay attention to the quality improvement process 4、在質(zhì)量控制上都強調(diào)預(yù)防為主4, both in quality control, emphasis on prevention 5、全員參與，重視培訓(xùn)5, full participation, attaches great importance to the training 6、以事實和數(shù)據(jù)為依據(jù)，重視客觀證據(jù)以及定量和分析6, based on facts and data, quantitative and objective evidence and analysis 以上分析可以認(rèn)識到：TQM與ISO9000族標(biāo)準(zhǔn)有很大的互補性。推行ISO9000族國際質(zhì)量標(biāo)準(zhǔn)，可以促進(jìn)全面質(zhì)量管理思想的升華和標(biāo)準(zhǔn)化。The above analysis can be realized: TQM and ISO9000 clan standard has a great deal of complementarity. Implementation of ISO9000 international quality standard, the family can promote the sublimation of total quality management thought and standardization. 三、與時俱進(jìn)的研究并制定高校圖書館管理的科學(xué)標(biāo)準(zhǔn)Three, advancing with The Times, study and formulate scientific standard management in university library （一）非科學(xué)管理體系下圖書館管理的滯后分析(a) not under the science management system lag analysis of library management 在社會變遷推動圖書館發(fā)展的今天，高校圖書館作為教學(xué)輔助機構(gòu)對高校有很強的依附性，缺乏外部競爭的壓力，也就失去了提高效率和服務(wù)質(zhì)量的內(nèi)在動力。服務(wù)的質(zhì)與量未進(jìn)行系統(tǒng)的測定和度量，業(yè)務(wù)管理長期沿襲傳統(tǒng)的做法，經(jīng)驗管理。工作人員片面追求提供服務(wù)的量，而忽略了利用服務(wù)的質(zhì)。傳統(tǒng)的管理模式已不適應(yīng)當(dāng)前的需求，新的管理模式將應(yīng)用而生，取而代之。In social transition today, to promote the development of the library of university library as a teaching aid agencies have very strong dependent in colleges and universities, the lack of external competition pressure, will lose the inner motive power of improving efficiency and service quality. The determination of the quantity and quality of the service without system and measure, long upheld the traditional business management practices and management experience. Working personnel one-sided pursuit of quantity of the services they offer, while ignoring the use of service quality. The traditional management pattern has not adapted to the current demand, the new management mode will be used, replace it. （二）強化實施全面質(zhì)量管理（TQM）與ISO9000族模式的基本思路(2) strengthen the implementation of total quality management (TQM) and the basic ideas of ISO9000 family models 1、建立圖書館質(zhì)量管理體系1, to establish quality management system in library 圖書館質(zhì)量管理體系包括按用戶需求建立起來的部門結(jié)構(gòu)以及由此而形成的職責(zé)和權(quán)限；有效保障圖書館信息產(chǎn)品質(zhì)量和服務(wù)質(zhì)量的業(yè)務(wù)流程和工作流程的設(shè)計、完善和改進(jìn)；保證圖書館質(zhì)量方針和目標(biāo)得以實現(xiàn)、確保上述兩個方面得以實施并起控制、跟蹤、監(jiān)督、審核作用的文件體系。Library quality management system including department structure set up according to user requirements and hence the formation of the responsibility and authority; Effective guarantee the quality of the library information products quality and service business process and workflow design, improve and improve; Quality policies and objectives to ensure library implementation, to ensure that the above two aspects to implement and control, tracking, supervision, auditing role of file system. 2、用標(biāo)準(zhǔn)化指標(biāo)構(gòu)建科學(xué)的質(zhì)量評價體系2, with standardized index build quality evaluation system of science 高校質(zhì)量評價體系的建立應(yīng)該以質(zhì)量控制的對象為框架，以圖書館工作的內(nèi)容為目標(biāo)來構(gòu)建多層次的評價體系。University should be to establish the system of quality evaluation in the framework of quality control of the object, aiming at the contents of the library work to build a multi-level evaluation system. （1） 藏書質(zhì)量評價體系：圖書館藏書質(zhì)量主要是指內(nèi)容質(zhì)量、構(gòu)成質(zhì)量和使用質(zhì)量，藏書質(zhì)量評價體系的構(gòu)建就應(yīng)該參照這三條標(biāo)準(zhǔn)而形成。內(nèi)容質(zhì)量的評價立足于學(xué)校本身的性質(zhì)上，不同的學(xué)校在采購不同層次的圖書時比例不同；所謂藏書的構(gòu)成質(zhì)量是指藏書體系的整體質(zhì)量，包括藏書的系統(tǒng)性、廣度、深度等方面。藏書使用質(zhì)量的評價最為合理的指標(biāo)是藏書利用率。圖書館在圖書整理過程中對 圖 書 使 用 情 況 的 掌 握 和 讀 者 對 圖 書 利 用 滿意度定性和定量結(jié)合分析形成評價體系是很有必要的。: (1) the collection of quality evaluation system of library book collection quality mainly refers to the quality of content quality, composition and use of quality, collection of the construction of quality evaluation system should be formed by the reference to the three criteria. Content quality evaluation based on the nature of the school itself, different schools at different levels of purchasing books at different ratios; Collection of quality refers to the overall quality of the library system, including the collection of systemic, breadth, depth, etc. Library use evaluation is the most reasonable measure of quality is to collect books utilization. Libraries in finishing process to figure books make use cases in the palm grip and read a book on the map of satisfaction with the qualitative and quantitative combined analysis form evaluation system is necessary. （2） 分編過程的質(zhì)量評價體系：圖書館的分編工作由分類、編目、典藏三部分組成，因此分編過程的評價體系也主要是對具體分類工作的質(zhì)量評價，分類工作的質(zhì)量評價是分編工作質(zhì)量評價的基礎(chǔ)和重點，它決定著圖書館的書目數(shù)據(jù)庫的質(zhì)量及書目數(shù)據(jù)的使用情況，直接影響著圖書館文獻(xiàn)資源共享的進(jìn)行。(2) weaving process of quality evaluation system: the by classification and cataloguing work of library, the collection of three parts, so the catalog process evaluation system is mainly to the concrete classification work quality evaluation, classification work quality evaluation is the foundation of catalog work quality evaluation and priorities, it decides the quality of library bibliographic database and the usage of bibliographic data, directly affects the library document resources sharing. （3） 服務(wù)質(zhì)量評價體系：圖書館的服務(wù)質(zhì)量是整個質(zhì)量管理的重要部分，也是體現(xiàn)管理的特色部分。但由于服務(wù)工作大部分是無形的，涉及的因素也很復(fù)雜，服務(wù)效果又直接的也有間接的，有明顯的也有潛在的，而從評價標(biāo)準(zhǔn)而言就應(yīng)該是多種的，定性和定量結(jié)合。目前很多高校圖書館采取的方式都是以讀者滿意度，吸引讀者率、文獻(xiàn)流通率作為最基本的評價指標(biāo)。(3) the service quality evaluation system: the quality of the library service is an important part of the whole quality management, also reflect the important part of management. But most because service is intangible, involving factors is complex, the service effect directly and indirectly, there are also obvious potential, and the evaluation standard, it should be a variety of qualitative and quantitative analysis. Now many university librarys approach is based on readers satisfaction, attract readers, literature circulation rates as the basic evaluation index. 3、圖書館質(zhì)量體系審核3, library quality system audit 審核是檢查圖書館的實際運作是否符合質(zhì)量目標(biāo)和計劃安排的一項活動，通過審核可以及時發(fā)現(xiàn)問題，糾正問題并采取相應(yīng)措施防止問題的再次發(fā)生。圖書館質(zhì)量審核可以從三個方面入手：一是圖書館內(nèi)部評估；二是用戶對圖書館的評價；三是第三方審核，即由認(rèn)可的審核機構(gòu)評定圖書館是否按照全面質(zhì)量管理（TQM）和ISO9000族標(biāo)準(zhǔn)來執(zhí)行自己的質(zhì)量體系的。對一個質(zhì)量體系的審核，僅僅靠其內(nèi)部程序或自身標(biāo)準(zhǔn)來實行，認(rèn)可還是有很大的局限性的。如果在自身審核之外，外部力量參與，則在一定程度上克服自身的不足，發(fā)現(xiàn)缺陷，加以改進(jìn)。Audit is to check the library of the actual operation is in compliance with quality objectives, and plans an activity, can through the audit found problems in time and correct the problem and take appropriate measures to prevent the problem happen again. Library quality audits can be from three aspects: one is internal library assessment; Second, users of library evaluation; 3 it is the third party audit, namely, whether by the evaluation of the library by the audit institution shall, in accordance with the ISO9000 clan standard total quality management (TQM), and to perform your own quality system. Of a quality system audit, only rely on its internal procedures or its own standards to implement, recognition still has significant limitations. If outside their audit, external forces to participate in, is to some extent, overcome their own is not enough, found defects, improved. 四、任何一種質(zhì)量管理理論下的質(zhì)量體系都不是萬能的，存在爭議是很正常的事情，但爭議有助于大家辨析出優(yōu)勢與不足。全面質(zhì)量管理理論（TQM）和ISO9000國際質(zhì)量標(biāo)準(zhǔn)在其施行過程中存在需要引起注意的方面，比如：人力資源和資金的缺乏不足以支撐全面質(zhì)量管理的開展；員工和圖書館內(nèi)外部門之間的阻力，也會因為各自立場限制，難以達(dá)成共識?？傊晒Φ匾氩⑦\用全面質(zhì)量管理理論（TQM）和ISO9000國際質(zhì)量標(biāo)準(zhǔn)的圖書館就需要滿足一定的組織機構(gòu)、人員配置，經(jīng)費投入、管理文化的要求，否則就會遇到很多障礙。Four, any kind of quality management theory of quality system is not everything, there is controversy is very normal things, but the debate can help you differentiate out the advantages and disadvantages. (TQM), total quality management theory and ISO9000 international quality standard in the process of its implementation are need to attract attention, such as: the lack of human resources and funds are insufficient to support the development of total quality management; Resistance between the internal and external department staff and library, and also because of their positions, failed to reach a consensus. Anyhow, successfully introduced and using the theory of total quality management (TQM), and the ISO9000 international quality standard library will need to meet certain organizations, staffing, funding, management culture, otherwise, they will encounter many obstacles. 五、全面質(zhì)量管理理論（TQM）和ISO9000國際質(zhì)量標(biāo)準(zhǔn)在高校圖書館應(yīng)用的意義歸納如下：1、使圖書館管理水平得到全面提升，規(guī)范管理理順工作流程，使圖書館站在全局的角度統(tǒng)一配置資源，優(yōu)化組織結(jié)構(gòu)，節(jié)約管理成本，提高管理效率，同時建立起來的自我監(jiān)測和持續(xù)改進(jìn)機制，便于評價圖書館的整體績效。2、員工的質(zhì)量意識明顯增強，服務(wù)質(zhì)量大幅提高。圖書館的生存和發(fā)展取決于它為用戶提供服務(wù)的質(zhì)量，有效地將用戶需求轉(zhuǎn)化為質(zhì)量要求，高質(zhì)量地向用戶傳遞服務(wù)。3、以顧客為關(guān)注焦點，樹立良好的整體形象。按照全面質(zhì)量管理理論（TQM）和ISO9000國際質(zhì)量標(biāo)準(zhǔn)的要求以顧客為關(guān)注焦點，無疑會增強現(xiàn)實用戶和潛在用戶對圖書館的信任度，強化圖書館的吸引力，提升圖書館的形象和地位。Five (TQM), total quality management theory and ISO9000 international quality standard in university libraries of significance, summarized as follows: 1, improve library management, and standardize management streamline workflow, make the library stand in the Angle of the global unified configuration resources, optimize organization structure, saving management costs, improve the efficiency of management, and self monitoring and continuous improvement mechanism, set up to facilitate evaluation of the librarys overall performance. 2, staffs quality consciousness distinct enhancement, improve the quality of service. The survival and development of the library depends on the quality of the servi