SISTEMA INTEGRADO DE BIBLIOTECAS DA USP SIBiUSP

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Quality Assessment Program as a Contribution to
the SIBi/USP Management
Cybelle de Assumpção Fontes caf_at_usp.br
University of São Paulo Integrated Library
SystemSão Paulo, SP - Brazil

• IATUL 2006Porto, Portugal

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Quality Assessment Program as a Contribution to
the SIBi/USP Management

• Maria Imaculada Cardoso Sampaio (Coordinator)
• Adherbal Caminada Netto
• Adriana A. Barreiros
• Adriana Cybele Ferrari
• Cybelle Assumpção Fontes
• Márcia Elisa Garcia de Grandi
• Maria Cristina Olaio Villela
• Rosa Maria F. Zani
• IATUL 2006Porto, Portugal

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Who we are
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University of São Paulo

• A public, autonomous institution, funded by the
  State of São Paulo, created in 1934.
• The largest institution of higher education and
  research in Brazil, and the third in size in
  Latin America.
• Teaching units in São Paulo, Bauru, Piracicaba,
  Pirassununga, Ribeirão Preto and São Carlos.

• Numbers
• 202 Undergraduate Courses
• 544 Graduate Courses
• 77.205 Students Enrolled
• 5.078 Faculty Members
• 15.008 Staff
• (Database 2004)

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University of São PauloIntegrated Library System
(SIBi)

• 40 Libraries
• Collection
• Books 1.827.872
• Theses and Dissertations 196.679
• Journals (Current Titles) 20.985
• Users 126.192
• SIBiNet SIBi/USP Services Network
• DEDALUS - Bibliographic Database (OPAC)
• Access to electronic journals
• Access to data bases
• Rare Books online
• Digital Library of Dissertations and Theses

(Database 2004)
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BackgroundUsers and Libraries

• Library focus
• Perceptions and needs of users
• Information systems can better meet their users
  needs with services more suitable and useful to
  their demands
• Users opinion as a tool in the information
  system management

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BackgroundQuality and Libraries

• SERVQUAL
• Wide application for search service quality
• Gap between users expectation and
  perception(what is really provided)
• Dimensions for identify quality

• Tangibles appearance of physical facilities,
  equipment, personnel, and communication materials
• Reliability ability to perform the promised
  service dependably and accurately
• Responsiveness willingness to help customers
  and provide prompt service
• Assurance knowledge and courtesy of employees
  and their ability to convey trust and confidence
• Empathy the caring, individualized attention
  provided to the customers

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BackgroundQuality and Libraries

• LibQUAL
• SERVQUAL application to the library environment
• Association of Research Libraries (ARL) and Texas
  AM University Libraries (EUA)
• Users perceptions of excellence, current and
  minimal level of service acceptable
• Longitudinal data and benchmark

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• PAQ
• Structured in 2002
• Focused on the users perception
• Based on SERVQUAL/LibQUAL dimensions
• tangibles
• reliability
• responsiveness
• assurance
• empathy
• Search
• First Phase 2002/2004
• Second Phase 2005/2006

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• First Phase 2002/2004
• Users opinion regarding products and services
  provided by the libraries of the System
• Five electronic questionnaires
• Questions based on SERVQUALs dimensions
• Personal interview
• Open questions what the user likes least, likes
  most and what he/she would like to change in the
  library

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• First Phase 2002/2004
• Results
• Local actions reverted on behalf of the users
• Subsidized the SIBi/USP strategic planning from
  2003
• Proposal of a new Programs phase

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• Second Phase 2005/2006
• Users needs SIBiNet
• SIBi Service Network Resources
• Interview based on the Critical Incident
  Technique
• Electronic questionnaire

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• Second Phase 2005/2006
• Interview based on the Critical Incident
  Technique
• Procedure for collection of direct observations
  of human behavior (Flanagan, 1954)
• Incidents observed which present special
  significance and to find systematically defined
  criteria
• A valid critical incident that can define users
  needs must consider two characteristics
• be specific and refer to a clearly demarcated
  scene
• be able to describe either the service provider
  in behavioral terms, or the product and services,
  with particular adjectives

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• Second Phase 2005/2006
• Interview based on the Critical Incident
  Technique
• Users in libraries in which PAQ participants work
• Analysis and selection of main critical incidents
• Critical incidents and SERVQUAL dimensions
• tangibles broken links
• reliability lack of full theses
• responsiveness training on SIBiNet
• assurance site updating
• empathy suitable layout

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• Second Phase 2005/2006
• Electronic questionnaire (at SIBiNet)
• Based on the categorized information (Critical
  Incident)
• Structure
• Access to the site compatibility and network
• Contents database, periodicals
• Services another portals
• DEDALUS
• Users categories USP community, non-USP
  community and SIBi/USP technical team
• Open form free expression

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• Second Phase 2005/2006
• Results
• 2304 questionnaires
• Open form answers analyzed
• DEDALUS weak points
• Site weak points
• Questionnaire
• Level of dissatisfaction constant in the three
  users groups
• Global analysis of dissatisfaction Paretos
  Chart

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• Second Phase 2005/2006
• Paretos Chart (Disagreement Total
  disagreement)

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• Final Considerations
• First phase
• Enhancements regarding products and services
  were implemented
• Supplementation of the allocated budget for the
  acquisition of bibliographic material
• renewal and updating of the libraries
  technological facilities
• extension of service hours in some libraries
• remodeling of physical spaces in the library
• changes in the libraries access control systems
• grounds for the Project of replacement of the
  Libraries database management software
  (DEDALUS)
• inclusion of new information sources in several
  knowledge areas
• definition of a continuous capacity building of
  the teams, focused on quality.

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• Final Considerations
• Second Phase
• Supported proposal for the overall change of the
  SIBi/USP site.

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Quality Assessment Program (PAQ)Integrated
Library System (SIBi)

• Final Considerations
• The proposed continuous assessment program was
  proven feasible in the management and has been
  adopted as a managerial tool.
• The credibility and respect that the information
  system has before its community can only be
  certified by the actual systems auditor the
  user.

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Thank you!
dtsibi_at_org.usp.br
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Good luck!