以需求为导向的卓越绩效管理——东莞图书馆以用户为中心的服务实践

Demand-Oriented Performance Excellent Management: User-Center Service Practices in Dongguan Library

"顾客驱动的卓越"是卓越绩效模式的核心价值观之一,东莞图书馆在实施卓越绩效管理的过程中,以需求为导向,以用户为中心,在认知服务对象、设立用户需求了解与反馈的机制、关注用户满意度等方面对用户及其需求进行持续的科学研究和创新的服务实践,推进图书馆服务走向全面质量管理之路。

＂Excellence driven by users＂ is one of core values in the performance excellent mode. In the process of the implementation of the performance excellent management, Dongguan Library keeps doing scientific researches on users as well as their needs and creative service practices in various aspects, such as cognizing service objects, setting up systems of learning users＇ needs and feedbacks, and paying attention to users＇ satisfaction, with needs as the guide and users as the center, in order to impel library services towards the path of the total quality management.