摘要
图书馆服务要求"让更多的读者享受图书馆",与企业"精益服务"的"有效保留顾客"目标有一致性。借鉴企业"精益服务"管理成果,创新公共图书馆服务手段,修正读者服务流程,完善读者服务管理,对提高"图书馆之城"的用户满意度和提升整体社会效益有重要意义。
Objective of library service is to "enable more readers to enjoy library", which is consistent with the ultimate goal of lean service to "effectively retain customers". It is of great significance to draw upon the lean service experience of enterprises, to innovate library service, to revise reader service procedures, and to improve the management of reader service. Through the subdividing library readers, optimizing service process, promoting the interface management, and strengthening staff awareness of service, the libraries at Shenzhen introduced the idea of"lean service" which takes readers as the center.
出处
《图书馆杂志》
CSSCI
北大核心
2013年第7期52-53,56,共3页
Library Journal
关键词
精益服务
读者服务
公共图书馆
深圳
Lean service, Service for readers, Public libraries, Shenzhen