台北市立图书馆质量管理制度

台北市立图书馆质量管理制度

【摘 要】

本文介绍台北市立图书馆近年来在图书馆规划及管理工作上的作法，包括：（1）规划：订定图

书馆任务、读者服务质量政策、质量目标、未来愿景、为民服务白皮书、年度工作计划及进行社

区调查等；（2）质量管理：施行ISO质量管理系统、订定作业标准及工作手册等；（3）绩效管

理：办理年度绩效考核、平时业务访视、服务规范、电话抽测及内部稽核等；（4）领导工具：决

策参与、沟通管道、任务编组、非正式会议、训练与发展、驱动力及外部顾问等。

【Abstract】

This paper relates the experience of library management in Taipei Municipal Library during the

recent years. Taipei Municipal Library has been engaged in management development for many years.

During this time they have covered topics like: 1. Planning: mission, reader services policies, quality

goals, vision, annual plan, user surveys; 2.Quality Management: ISO Quality Management System,

operation standards and manuals; 3.Performance Measurement: annual evaluation, 5S evaluation, code

of service manner, telephone service evaluation, internal audit; 4.Leadership tools: organization and

participation, communication, mission groups