THÔNG TIN TÀI LIỆU
MOT SO MO HINH Q U A N LY CHAT LLTONG VA VIEC THU'C HIEN QUAN LY CHAT LU'ONG TRONG LINH Vl/C T H l / V I E N - THONG TIN ThS Le Thi Thanh Hue Thu Vien trUdng Dai hpc Ha Npi Trong boi canh xa hoi thong tm, nen kinh te tn Hide va cong nghi 4.0 da tac dgng den nganh thd viin - thong tin Viet Nam, tao nhuhg bddc phat trien vddt bac Ben canh cac dich vu thd vien - diong hn truyin thong da xuat hiin cac dich vu thd viin • thong dn hien dai Theo do, van de chat ludng va quan ly chat IWdng Hnh vut thd viin - thong tm da dddc dat nhim dam bao tinh canh tranh va phat trien Bai viet tong quan mgt so mo hinh quan ly chat Iddng va xem xet viec thdc hien quan ly chat Iddng linh vdc thd vien - thong tin thdng qua cac nghiin cud vi thdc bin ap dung cac mo hinh quan ly chat Iddng mgt so did viin trin the gidi Tif khoa: Mo hinh, quan ly, quan ty chat lUdng, thU vien, thdng tin Abstract: In the context of information society, the knowledge economy and technologies 4.0 have affected the Vietnamese library and information industry, creating great progress Beside traditional library and information services, modern library and Information services have appeared Accordingly, the issue of quality and quality management in the field of library and information has been put in place to ensure the aympedtiveness and development The article gives an oven/iew of some quality management models and consider the implementabon of quality management in the field library and information through studying application of quality management models in practice in some libranes around the world Key words: Model, management, quality management, library, infomiation Dat van tfl Trang nhtirig nam gan day, ben ranh cac nganh kinh te san xuat hang hoa, kinh te djch vu cang phat frien va ddng vai frd quan frong sff phat trien eiia nen kinh te Sff phat trien eua cac nganh kmh te dich vy din den sff xuift hien cac dich vu mdi dae biet la eac dich vy ttong moi frffdng dien tii NgUdi sff dyng (NSD) da de dang hdn frong viec tiep can va lffa chpn cac djch vu phii hdp vdi nhu eau Yeu cau ciia NSD ve chift Iffdng eae djch vy cung cap cang rao Dieu da dat vifn de chift IUdng va quan ly chift li/dng cua cae cd quan, to chffc, ca nhan cung cap d,c_h vy nham dam bao ti'nh canh tranh va phat Tai Viet Nam, van de quan ly chat IUdng dydc 24 dac biet quan tam tien trinh hpi nhap nen "^'"^ ^^ ^ ^ ° ^ ^^- ^^^^ *^ "^"^ ^ ^ ^ ' '^y'= ^^^^ ^^^ ^^^^ '^ ^^^^ '^^"9 hang hoa Viet Nam da dffdc ^^^ ^^^^ tr°"9 Phap lenh Chift Iffdng hang hoa la "de dam bao nang cao chift Iffdng hang hoa, hieu "^ua san xuat, kinh doanh, bao ve quyen va ldi fch hdp phap ciia to chffc, ca nhan san xuift kinh doanh va ngffdi tieu dung, sff dyng hdp ly nguon tai nguyen thien nhien va lao dpng, bao ve mdi trffdng, thue day tien bp khoa hpc va eong nghe, tang effdng nang Iffc quan ly Nha nude, tao dieu kjgn thuan ldi cho viee hdp tae ky thuat, kmh te ^^ thffdng mai quoc te" Cac bien phap thffc hien ^ ^ ^ ^g^^ ^^^^ ^an hanh va ap dyng bao gom viec ap dung va ehutig nhan he thong quan ly chitt lydng eiia eae to ehffe dam bao cho hoat dpng ciia to chffc lien tyc dffdc eai rien, nang eao chift Iffdng hang hoa, dich vy, mang lai ldi fch cho NSD va hieu qua hoat dpng eho to chffc Trong fTnh vffc thy vien - thong rin (TVTT), sy phat tnen eua cdng nghe, dac biet la cdng nghe ky thuat so da dan tdi sy chuye'n djch nhu cau san pha'm, djch vy tff cac san pham, djch vu thff vien truyen thong sang cac san pham, djch vu thff vien hien dai Cae san pham, dich vy TVTT mdi trffdng dien tff dac biet la san phii'm, djch vu thff vien so da dan chiem Uu the hdn han so vdi eae san pham, djch vy thdng rin truyen thong Dieu da dat nhutig thach thffc Idn doi vdi cac cd quan thong tin, thff vien ve kha nSng dap iitig nhu eau cua NSD Mae dii, nganh TVTT la nganh phi ldi nhuan, song de ton tai va phat trien ddi hdi cac thff vien phai hen tue eai tien nang cao chiit Iffdng nham dam bao kha nSng canh tranh dac biet la eanh tranh mdi frffdng dien tff nhff Internet va cae djch vy cung cap cd sd dff lieu Trong boi canh do, thdng qua viec nghien cud mpt so md hinh quan ly chat Iffdng hien va viec thffc hien quan ly chift lydng ITnh vyc thy vien, eae ed quan thdng rin thff vten Viet Nam cd the xem xet viec thffe hien quan ly chat IUdng hoat ddng cung nhu cd the xem xet ap dung mpt mo hinh quan ly chift IUdng hieu qua frong hoat dong hu'dng tdi thoa man tdi da nhu rau cua NSD thdi ky dd'i mdi Quan ly chat lu'dng va mot so mo hinh quan ly chat lu'dng i l Khai niem quan ly chat tu'dng Quan ly chift Iddng la vifn de nghien cffu dffdc William Edwards Deming - mpt ngffdi Hoa Ky phat trien tai Nhat Ban vdl thuyet ve quan ly chat Iffdng tff nam 1927 va sau dd lan truyen sang Hoa Ky va Anh Cd the ndi Deming (2001) la ngudi di rien phong ve quan ly ehat Iffdng vdi he thdng ly thuyet ve kiem soat chat Iffdng bang phffdng phap thong ke dffdc de cap "Out of Crisis" Trong nghien culi nay, Deming da dffa thuyet quan ly dffa tren 14 diem nd'i rieng danh eho quan ly va trd khudn mau cho qua ttinh chuyen ddi chift Iffdng [6] Tap chi T H l / V I | N VIET Sau Deming, da cd nhieu nha khoa hpc, nha kinh te tiep tuc nghien euli ve vifn de quan ly chift Iffdng vdi nhieu quan diem tiep can khac Dffa tren quan diem triet ly eiia Deming ve kiem soat chift lupng bang viec thffc hien theo quy trinh Plan - Do - Check - Act "Quality Management: Theory and application" (Quan ly chift lUpng: Ly thuyet va ap dung), Peter D Mauch (2010) da xem xet quan ly chift IUdng dydi goc dd quan ly ty hoat dpng to chffc dam bao ehift IUdng den viee lap ke hoach, xac dmh muc tieu, kie'm soat chift lu'dng, nhan Iffc hay cac yeu td thiic day ehift lydng [14] Joseph Juran (1998) vdi "Thuyet tam luan chift Iddng" (Ke hoach chift lu'dng, Quan ly chat Iddng va Cai tien chift lu'dng) "Juran's Quality Handbook" [12]; Philip Crosby (1995) vdi quan diem "Khong ed sai ldi" "Quality without tears: The art of Hassle - Free Management" [5]; Armand Feigenbaum (1991) vdi khai niem "quan ly chat lydng toan dien" frong "Total Quality Control" [9]; Kaoru Ishikawa (2012) vdi quan diem riep can "chat ludng dda b€n ngu&i sff dung"frong"IntnxJuction to quality conttol" [13]; ISO vdi quan diem tiep can dya theo tieu chuan [2] Cd the ndi, quan ly ehift lydng da traf qua eifp dp phat trien; Kie'm soat chat lu'dng; Dam bao chat IUdng; Quan ly chat lydng toan dien Ban dau quan ly ehift lydng dddc nghien eiru ap dung linh vyc san xuat hang hoa va cho tdi nay, ly thuyet ve quan ly chift lydng da dydc phat trien nhanh chdng, trd mpt triet ly quim ly quan trpng 6ddc djnh hinh mpt loat cac tieu chuan quoc te ISO 9000 va dUde ap dung rdng rai hau het eac iinh vyc tff san xuiit den dich vu va hanh chinh sff nghiep dd cd linh vffc TVTT Gan day, ISO 9000:2015 da dUa dmh nghTa ve Quan ly chat Iddng nbd sau: "Quan ly chat Iddng la hoat dgng co phoi hdp dedinh hddng va kiem soat mgt to chdc ve chat Iddng bao gom viec lap chinh sach chat Iddng va muc tieu chat Iddng, hoach dinh chat Iddng, kiem soat chat Iddng, dam bao va cai tien chat Iddng" [1] 4(78) Trong dd: - Chinh sach chat lUPng: La y va djnh hudng eiia 25 to chffc ve chift Iffdng dffdc lanh dao rao nhift eua to chffc cdng bo mot each chfnh thffc; - Muc rieu chat lUdng: La ket qua ran dat dffdc lien quan tdi chat Iffdng; - Hoach djnh chift Iffdng: La mot phan eiia quan ly ehat lUdng tap tmng vao viec lap muc tieu chat lu'dng, quy dinh cac qua ttinh tac nghiep can thiet va eae nguon Iffc lien quan de dat dffdc muc tieu chat Iffdng; - Kiem soat chat IUdng: La mpt phan cua quan ly chift Iffdng tap trung vao viec thffc hien cac yeu cau chat IUdng; - 0am bao chat IUdng: La mdt phan ciia quan ly chat Iffdng tap trung vao viec mang lai Idng rin rang cac yeu eau chat Iffdng se dUdc thffc hien; • Cai ben chat IUdng: La mot phan cua quan ly chat Iffdng tap trung vao viee nang rao kha nang thffc hien cae yeu cau chat lupng 1.2 Mgt so mo hinh quan ly chat lu'dng Cho den nay, da cd nhieu mo hinh quan ly chat lffdng dffdc xay dytig va tnen khai thffc hien tren nhieu quoe gia va d mpi ITnh vdc Trong dd beu bieu cd mo hinh Quan ly chat Iffdng toan dien TQM (Total Quality Management), md hinh Giai thffdng chat IUdng - EFQM (European Foundation Quality Management), md hinh Quan !y chat lUdng theo ISO 9000 (Internabonal Standard Organizaiton) Mo hinh Quan ly chat Iddng toan dien TQM la mo hinh quan ly dUde hinh tff Nhat Ban vdi muc dieh kie'm soat chiit lffdng tien sy ngffdi Hoa Ky Arman Feigenbaum phat trien tff cuoi nhffng nam 40 ciia the ky XX vdi nhffng nghien culi dUde edng bo Tap chi Industrial Quality Control so 5/1957 va cuon sach Total Quality Control nam 1961 Theo Arman Feigenbaum (1991), kiem soat chat IUdng toan dien dUdc hieu "la mpt he thdng cd hieu qua de hdp nhiit cae nd Iffe ve trien khai chat IUdng, tri chat iUdng va cai rien chat IUdng eiia cae bp phan khac mpt to chffc cho cd the san xuat va thUe hien djch vu mpt each kinh te nhiit, thoa man di/dc ngffdi tieu diing" [9] Tff dd 26 viee tang effdng cae hoat dpng kiem soat ehat Iffdng tai Nhat Ban da dan hinh nen phffdng thffe quan ly TQM TQM tap trung vao eac quy trinh vdi muc dich phyc vy khach hang, ap dat eac tieu chuan, xac dinh vai trd eua ea nhan va to chffc viec xay dytig va thffc hien cae quy trinh, giam thieu loi qua trinh thffc hien, kiem soat quy trinh, thong ke, theo doi, eai tien dam bao cac quy trinh dUdc thffc hien hieu qua TQM cung yeu cau cac nha lanh dao tao nen van hoa chiit IUdng to chffc Nhting nam 1980, TQM da mang den mpt qua trinh kinh doanh cai rien lien tuc de dap iitig nhu cau cua khach hang cac doanh nghiep [4], TQM tap trung vao giai quyet cac viin de ve sff hai Idng eiia khach hang vdi nguyen tae ehift lypng dUde dat [17]: - Chift ludng dmh hudng vao khach hang: Sy hai long ciia khach hang dUde xac dinh la yeu to dem den sy cong ciia mpt to chffc - Lanh dao va cam ket eiia lanh dao: Lanh dao phai tao dffng dUde mdi trffdng chift Iffdng td chffc, huy ddng dffdc mpi nguon Iffc va dam bao cho cac myc rieu chat Iffdng la phii hdp va dUdc thffc hien - Cai rien lien tyc: Day la hoat dpng trpng tam ciia TQM SU hai Idng eua NSD chi cd the dat dffdc tff chift Iffdng cua san pham, djch vy Chift IUdng dude xem la ket qua eiia quy trinh Vi vay, cai Wen lien tyc quy trinh thffc hien se dem den kha nang dap ffng mong ddi cao hdn ciia NSD - Cung ffng nhanh: De dat tdi sff hai Idng ciia NSD, td chffc can dam bao quy trinh thue hien cho phep dap ffng cac yeu eau mpt each nhanh nhift, giam dang ke thdi gian cho viee cung ffng va riep nhan san pham, djch vy eua nha cung cap cijng nhff ciia NSD - Hanh dpng dffa tren sU kien: Cach tiep can ciia TQM dUa tren dff lieu khach quan, khdng dffa vao cam xiic de quyet dmh Cac dff lieu thdng ke dUde phan tfch, danh gia, lam cd sd cho viec lap ke hoach, dieu chinh muc tieu, theo doi hieu suat, cai thien hanh dpng - sy tham gia cua tpan the nhan vien: TQM eho rSng thyc hiin quan ly chat lydng to chffc chi ed Itie edng neu cd sff tham gia ciia toan the nhan vi§n Nhan vien can dydc dao tao, khuyen khich va tao dong lye tham gia day du vao hoat dpng cai tien chiit lu'dng hydng tdi mue ti§u chat lydng tae ddng xa hdi; Ket qua hoat dpng chinh [16] - V3n hoa TQM: Xay duYig van hoa chift Iffdng ttong td chffc la nhiem vu quan trpng eua lanh dao Lanh dao can dam bao cho mpi vien frong td chffc deu dffdc nhan thffc day dii ve viec thffc hien tot hoat dpng cai tien, hudng tdi sy hai long eiia NSD va phai chju trach nhiem neu khong dat dffdc cae mye tieu chift Iffdng de Theo Hillman (1994): "Cae yeu to ho trd la nhtitig quy trinh va he thong can dddc ap dyng va quan ly de eung ciip chat IUdng tong the" va "Ket qua cung cap thUdc tyff thUc sy ciia sy cai thien" [10] Cac rieu ehi tap trung vao hai nhdm: Nhdm "Ho trd" va nhdm "Ket qua" Trong dd ket qua dat dffdc nhd vao sff ho trd, tff sff phan hoi ciia ket qua dem den sy eai tien cac yeu td ho trd Thong qua qua trinh hpc tap va doi mdi eai rien eac tieu chi ho trd nham dem lai ket qua tot nhat Cd the khai Iffdc md hinh EFQM theo sd dffdi day: Mo hinh Giai thddng chat Iddng Mo hinh quan ly chat Iddng theo ISO EFQM la mpt glai thffdng chift Iffdng ciia chau Au, dffdc phat trien dffa tren Glai thydng Malcolm Baldrige eua Hoa Ky, dupe Uy ban chau Au va 14 to chffc da quoc gia chau Au khdi xffdng vao nam 1988, ehinh thffc mat nam 1991 nham thffc hien nhiem vu kfch thieh va ho trd cac to chffc d chau Au thffc hien hoat dpng cai tien tao nen sy hai Idng ciia khach hang, nhan vien ciJng nhy tac dpng xa hpi, tang hieu qua kinh doanh [16] EFQM la mo hinh quan ty ehift lu'dng da chieu tren nguyen tae ty danh gia va chydng trinh giai thydng chat lydng chau Au Theo to chffc nay, viec quan ly chat Iffdng can tap trung vao cac hoat dpng d tat ea cac eifp Trong dd quan ly chift iffdng la mpt qua trinh lien tyc eai tien de cai tiiien hieu suat, Day la each tiep can hffdng tdi viec dap ffng sff mong dpi ciia cac ben lien quan EFQM la mo hinh du'dc sff dung tat ca eae loai hinh td chffc, mpi nganh nghe vdi quy mo va cifu triic khae Dae trutig cd ban nhift ciia mo hinh EFQM la tfnh hieu qua quan ly lien quan den kha nang ty danh gia ciia to chffc Theo do, td chffc se nam dUde nhffng diem manh de phat huy va diem yeu de ed eae bien phap cai tien phii hdp EFQM dffa tieu chf khac hay cdn gpi la md hinh chieu bao gom: Sff lanh dao; Nhan vien; Chfnh sach va ehien Iffdc; Quan he hdp tac va eae nguon Iffc; Quy trinh; Ket qua tac ddng nhan vien; Ket qua tac dgng khaeh hang; Ket qua Tap chi THl/ V I I N V I Vtwhivng liftfluiticMng Hinh 1: Mo hinh EFQM [18] ISO (To chffc Quoc te ve Tieu chuan hoa) la to chffc xay dffng cac Tieu ehuan Quoc te rinh nguyen Idn nhiit the gidi Trong tieu chuan trung tam la ISO 9001 da dydc chfnh sya qua nhieu phien ban: Phien ban ISO 9001:1987: Quan ly chat lydng - Md hinh dam bao chat lydng thiet ke/ frien khai, san xuiit, lap dat va djch vu ky thuat Phien ban ISO 9001:1994: Quan ly chat lydng - Mo hinh dam bao chat lu'dng thiet ke, trien khai, san xuift, lap dat va djch vy ky thuat Phien ban ISO 9001:2000: Quan ly chat lu'dng - Cac yeu eau Phien ban ISO 9001:2008: Quan ly ehift lu'dng - Cae yeu cau Phien ban ISO 9001:2015: Quan ly chat Iffdng - Cac yeu cau Day chinh la phien ban hien hanh 4(78) 27 eua ISO 9001 Quan ly chift Iffdng theo ISO coi viee xay dffng va thffc hien tieu ehuan quoc te hoac quoc gia nham nang eao chat lUdng, dap ffng tot nhat yeu cau ciia to chffc cung nhu nhu eau ciia khach hang Cac nguyen tac quan ly chat lu'dng dffdc sff dung de hudng dan cai thien chat Iffdng ciia mot to chffc ISO 9000 va TQM thffc chat cting ap dung phffdng phap quan ly chat lu'dng toan dien hffdng tdi thoa man nhu cau ciia khaeh hang ISO 9001:2015 cting dffa nguyen tac chat IUdng [17], bao gdm: Hffdng vao khach hang; Sff lanh dao; sy tham gia cua mpi ngydi; Cach bep can theo qua trinh; Cai tien; Quyet dinh dya tren bang chirtig; Quan ly moi quan he Cd the thay vifn de ehift Iddng va quan ly chift lydng da dUdc xem xet va tiep can dudi nhieu gdc dp vdi cac triet ly ve quan ly chat lUdng khac song cae md hinh quan ly ehift Iffdng deu hffdng tdi nang cao nang Iffc cho to chffc, tang effdng kha nang thoa man nhu eau eiia khach hang Quan ly chat lu'dng ITnh vu'c thU v!$n - thong tin 2.1 Quan ly chat lu'dng va khoa hgc thu" vien Theo Talukder va Ghosh (2004), Khoa hpe Thff vien cung cd eac thupc tinh tUdng dong vdi TQM [24] Moi quan he dffdc the hien nhU saufSang 1): Vao cuoi nhtitig nam 1980, quan ly chat lffdng da bat dau dffdc thffc hien cae ITnh vyc djch vy nhy thy vien va dieh vu thdng tin tai Hoa Ky nham thoa man NSD djch vy bang each dap utig yeu cau va mong ddi cua ngydi sff dyng [17] Theo Vivek Sampatrao Sathe (2015), TQM la mpt each quan ly de nang cao hieu Iffc, hieu qua, tfnh lmh hoat va nang Iffc canh tranh ciia mot td chffc ndi Chung, eho phep thffc hien va cam ket chiit IUdng timg bp phan, tffng hoat ddng va tung ca nhan Vivek Sampatrao Sathe cting da cho rang quan ly chat Iffdng ITnh vffc thff vien se dem lai nhtitig Idi feh rich effc, ey the: - Caf tien lien tuc hoat dpng cua thu vien hudng tdi nang rao chift lu'dng va hieu qua phuc vy NSD; - Nang cao nhan thffe, phat trien ky nang lanh dao ciia cae nha quan ly gop phan nang cao hieu qua quan ly; - Day manh sff tham gia ciia nhan vien viec quyet dmh, dam bao cac quyet djnh dffa la phii hdp va dffdc thffe hien hieu qua; - Cai thien ky nang, nang rao nhan thffc cua nhan vien thdng qua viec dao tao ve quan ly chat lUdng tff dd niing cao y thffe va tinh than trach nhiem, chat Iffdng cong viee; - Giup pha v3 eac rao can giii'a cac bo phan cua thff vien cung nhff cai thien viec phoi hdp, lam viec nhdm; - Cai thien chift Iddng eac san phiim, djch vy cung eifp eho NSD tff viec kiem soat chat Iffdng Thuoc tinh Quan ly chat lUtfng toan dien Khoa hoc Thu' vien Dmh nghTa Djnh hudng khach hang Djnh hffdng NSD U'u tien Djch vu va chi phf NSD va dieh vu Quyet dmh Dai han Dal han Nhan manh Phdng ngffa Phdng ngffa, dff doan nhu eau Loi He thdng He thong/ Ky thuat Trach nhiem Moi ngffdi Ca nhan ciia thUvien Giai quyet vifn de Chl phf Ooi ngti chuyen gia Nhom giai quyet van de Chi phf vdng ddi mua sam, quan he doi tac Trung tam NSD (chi phf tiem an) Vai trd ngUdi quan iy Dai bieu, huifn luyen vien, tao dieu kien Tao dieu kien va co van Bang 1: Moi quan he giij'a TQM va Khoa hgc ThW vien [24] 28 va phong ttanh mi ro qua trinh tao lap va eung cap san pham, djch vy gdp phan nang cao chat Iffdng va hieu qua phyc vy NSD [21] 2.2 Viec thu'c hien quan ly chat lu'dng cac ctf quan thong tin - thu' vien Mac dii quan ly chift Iffdng dUdc thffe hien ITnh vffc thy vien cham hdn so vdi cac ITnh vffc khac, song da ed rift nhieu thy vien tren the gidi ap dung mo hinh quan ly chat lydng Trong dd, thyc tien ap dung cac mo hinh quan ly chift Iffdng ITnh vffc TVTT ndi chung va cac thff vien cu the ndi neng da dffdc tim hieu va cong bo nhieu nghien cud nhU: viec ap dyng TQM eac thff vien d Oxtraylia va vimg hai ngoai [16], viec ap dyng EFQM Thff vien trffdng Dai hpc Cyprus (Hy Lap), viec ap dyng ISO ttong quan ly chat Iffdng eua Thff vien Y khoa eiia Oai hpc Hamburg-Eppendorf [7] Quan ly chat Iddng vdi TQM Nhff da ndi, TQM ban dau dffdc ap dung cac thff vien d Hoa Ky vao nhffng nam 1980 Cae nghien cffu ban dau cho rang TQM khdng phii hdp vdl cac thu vien viec ap dung quan ly chat IUdng thu vien rift ft cong Tuy nhien, eac nha nghien culj sau cho rang cd the sff that bai viec ap dung TQM ITnh vffc thff vien ed le bdi mpt so yeu td edng quan ttpng da khdng dUde tinh den [20] Ketffdd, cang cd nhieu thff vien ap dung TQM ttong quan iy chat lUdng Nam 1992, TQM dUdc ap dung tai Trung tam eung cap tai lieu Thu vien Anh (BLDSC) boi eanh nhu eau NSD cang tang eao, ngan saeh han hep va tang cudng canh ttanh frong iinh vffc cung eifp tai lieu thy vien Khf dd, BLDSC da xem xet lai cac quy trinh de dam bao dap utig cae yeu cau ve chat lu'dng va dich vu [19] Mpt nghien cuff ciia T.S Byrd (1998) da kiem tra ket qua viec thffe hien TQM thff vien va eho thify vai trd lanh dao da tang len dang ke d sff tac ddng ciia lanh dao tdi nhan vien ve myc tieu eai thien khong ngiitig va tri no Iffc de dat tdi chift Iddng Ket qua nghien cdu cung eho thay TQM lam nen sy thay ddi ciia thy vien tren TaochiTHU'VliNVllT cac phydng dien: quan iy, dao tao cheo, phat trie'n ngUdi va edng nghe [3] Nghien cdu eua Michael Cooper (2013) cting da chi tai Hoa Ky, TQM da dydc ap dung rat nhieu loai hinh thu vien khac nhy thy vien quiin dpi, thUvien benh vien, cac trung tam thdng tin cua cac to chffc thffdng mai nhff Tap doan Boeing, dae biet cae thff vien trUdng dai hpc nhff Oai hpc bang Oregon tff nam 1989 Viec ap dung TQM cac thU vien va trung tam thdng rin vdi myc dfch cai thien hieu qua hoat dpng, dich vy va sff dyng tai nguyen thdng tin Tai Thff vien Dai hpe Harvard, TQM dUdc ap dyng eho cac muc tieu phat trien to ehffe va tUdng lai eua to ehffe TQM cting dUdc ap dung eac thu vien ciia Vffdng Quoe Anh, tai Trung tam Thff vien Dan Mach, tai ThUvien trffdng Dai hpc Melbourne, Thu vien Dai hoe Monash, ThU vien Dai hpc Cdng nghe Victoria va Dal hpe Lanh tho phfa Bae, Thu vien bang Victoria, ap dung eac thff vien cdng cpng va Thff vien khu vffc quoc phdng ciia New South Wales [16] Michael Cooper cting da xem xet viec thffe hien TQM mdt so trffdng hdp nghien cffu nhu Thu vien Oai hpe bang Oregon, ThUvien Dai hpc Samford, Thff vien Oai hoc Monash va chi rang: Tai Dai hpc bang Oregon, viec thffc hien TQM hoat ddng thff vien dupe tien hanh sau budi thuyet trinh danh eho quan ly thff vien va trUdng cac bp phan ciia thff vien ve TQM va viec utig dung TQM H'nh vffc thy vien Viec ap dyng TQM thU vien dffdc xac dmh vdi muc dieh cai thien dieh vy va sff dung tai nguyen hieu qua hdn Thff vien da lap mpt nhdm TQM de nghien effu thffc hien eung nhff giai quyet cae viin de phat sinh qua trinh thyc hien Mae du cd nhutig khd khan ban dau song sau mpt thdi gian ap dung, thd vien da tao nen mot nen van hoa nhin vao dieh vy danh eho NSD va cai thien chat lydng hau het cac edng viec ciia thu vien Tai Thy vien Dai hpc Samford, TQM du'dc xem la mpt phydng tien de eai thien djch vu NSD va tinh than ciia nhan vien Cac nguyen tac cua TQM da tao cd sd cho viec to chffc lai toan bp thy vien 4(78) 29 dan tdi tang djch vy, cai tiiien dich vu va quy trinh ThUvien da giao eho mpt nhdm ngffdi lam thff vien ehuyen nghiep thyc hien Viec soat, phan tich, xay dutig quy trinh va cai tien lien tue eac bydc thyc hien edng viee, md ta vl trf edng viec eho nhan vien da dddc rien hanh Vdi 18 cugc hpp lap ke hoach thdi gian thang tuan theo nguyen tac ed ban la lull, tranh cam giae, phan ffng co cam xiic va ed gang dat ddng thuan, ThU vien da tao lap dddc cifu true to ehffe mdi Dieu da giiip thU vien cai thien chift Iddng djch vu thdng qua viec cai ben cae quy trinh cong viec cung nhU cd ed sd tuyen dyng, xac djnh cd cifu nhan vien thdng qua bang md ta vj trf viec lam Tai Thy vien Dai hpc Monash la thy vien thyc hien edng theo hai dy an ve TQM thf diem nam 1993 Dy an da giiip thff vien giam thdi gian tra culi tai lieu ciia NSD, cai tien quy trinh thu thap, xff ly va cung cap tai lieu cho hp Quan ly chat IWdng vdi EFQM va ISO Trong nghien cffu ciia minh, Stefanos Stavridis (2012) cting da tim hieu viec thffc hien quan ly chift lydng cac thu vfen va viec ap dyng EFQM hoat ddng tai ThU vien trUdng Dai hpc Cyprus (Hy Lap) [20] Stefanos Stavridis cting da chi rang: Td nhffng nam 1990, cac he thong quan ly chift lu'dng da ian toa va dUdc sff dyng d nhieu thu vien tren the gidi nhff ISO, giai thffdng Deming (Nhat Ban), giai thffdng chift lffdng Malcolm Baldrige (Hoa Ky), EFQM, Dai hpc Cyprus Nhieu thU vien da dat dffdc giai thffdng chat IUdng hay dffdc chffng nhan ve he thong ehift Iffdng Tai Tay Ban Nha, vdng nam (2003 - 2006) da ed 25 thU vien dffdc cong nhan vdi thu vien dffdc chffng nhan ve quan ly chat Iffdng theo ISO 9001,4 thUvien dUdc chffng nhan theo EFQM Trffdng Dai hpc Cyprus ciia Hy Lap tham gia vao EFQM nam 2008 va thffc hien dy an ve ehift lydng doi vdi thy vien d cap ddn v[ Sau 13 thang thyc hien dy an vdi su tham gia cua tift ea cae vien, nam 2009, Thu vien Dai hpc Cypms da trd thU vien dau tien ciia Hy Lap dUdc edng nhan bdi EFQM, dUde trao giai thffdng xuat 30 sac bdi Quy Chau Au ve Quan ly chat Iffdng a Viet Nam, cung da ed mot so tiid vien dai hoe nghien cud va tiien khai ap dyng ISO 9001:2008 quan ly chat Iffdng hoat dpng nhff Thff vien Ta Quang Biili - Oai hpe Bach khoa Ha Npi, Thff vien Dai hpc Hang hai Viet Nam Gan day, tai trffdng Dai hpc Ha Npi, vdi dff an ve Quan tri chift lydng dai hpc To chffc Oai hpc Phap ngff tai trd, mpt so ddn vi trffc thupc dd cd thff vien da dUde lffa chpn xay dyng He thong quan ly chat Wdng theo ISO 9001:2015 va thye hien quan ly chift lu'dng hoat ddng ThU vfen frydng dai hpc da ap dyng ISO 9001:2015 vdi myc tieu eai thien hieu qua hoat dong, nang rao chat lu'dng cae san pham, dich vu dap ffng nhu cau ciia NSD Viec thdc hien quan iy chift lydng theo ISO 9001:2015 tai ThU vien trydng Oai hpc Ha Npi dUdc bat dau tff nam 2017 bang viee xay dytig chfnh sach chift lffdng, mue rieu ehift Iffdng, eai tien va he thdng hoa, sd hoa cae quy trinh quan iy, quy trinh nghiep vu tff bd sung den bien myc, phuc vu, quy trinh quan ly tai lieu, ho sd Mpt ban md ta cong viec cting dydc Etan ISO cua thy vien xay dytig bao gom cac md ta cho tat ea eac VI tri viec lam, vj tri quan ly tdi cae vi tri chuyen mon Viee xay dyng cae van ban quan ly chift iydng ISO dam bao cd sy khao sat hien frang, danh gia ty tat ea eac ben lien quan cung nhu' ed sy tham gia eua mpi vien ddn vi Tinh than ciia he thong quan ly dUdc xay dutig dam bao cac nguyen tac ve chat lUdng eiia ISO 9001:2015 Trong qua trinh thyc hien, Thu vien lien tue danh gia, cap nhiit, bd sung, md rdng va cai tien he thdng quan ly chat lydng Cho tdi nay, Thd vien Dai hpc Ha Npi da bude dau xay dytig du'dc van hoa chat lydng, coi NSD nhy khach hang, mpi hoat dpng deu hu'dng tdi thoa man cac nhu eau tim kiem thdng tin cua NSD Cdng tae quan ly va trien khai cac hoat dpng ehuyen mdn dUde eai thien, cd tinh ehuyen nghiep, khoa hpe va hieu qua hdn, giam tai edng sffc, thdi gian, kinh phf viec tao lap, phat trien tai nguyen thong tin va fra ciru, sff dung san pham, djch vu thu vien Ben c?nh dd, van hoa to chffc, quan iy ho sd, van ban cung da dffdc cai thien frong toan bp nhiin vien Ket luan Co the thay, van de quan ly chat Iffdng hinh vdi cac eifp dp tff kiem soat, dam bao va quan ly chift lffdng vdi nhieu mo hinh dUdc xay dutig Ban dau quan ly chat lUdng dffdc thffe hien linh vffc eong nghiep va san xuiit Tuy nhien, vdi sy phat trien eua khoa hgc, cdng nghe va sy tang cydng eanh tranh, yeu cau phat trien eua eac finh vffc, quan ly chat Iffdng da dffdc phat ttien va ap dyng rift nhieu ITnh vffc tff djch vy den cac ITnh vffc hanh chinh sy nghiep hydng tdi eai thien ehift lUdng ciia to chffc Cac nguyen tac ve quan iy chat Iffdng khdng ehi dimg vdi cae ITnh vffc cong nghiep, san xuat ma dffdc ap dung rpng rai cac ITnh vffc dieh vu dd ed ITnh vffc thu \rten Mac dii viec thyc hien quan ly chift lu'dng ttong ITnh vdc thy vien kha cham hdn so vdi cae linh vye khac, song eho tdi da ed rat nhieu thd vien tren the gidi dddc eac to ehffe giai thffdng ehift Iddng trao chffng nhan hay dffdc ehurig nhan bcfi to chffc ISO Thffc tiln ciing eho thay viec thffc hien quan ly chift lydng linh vye thu vien vdl cac md hinh quan ly ehat Iddng dffdc ap dyng vao thffc tien da giup eae thy vien eai thien hieu qua hoat dpng, eai thien ehift lydng eac san pham, dieh vu cung cap, giam thdi gian, edng sffc, chl phf cho NSD va thff vien, gdp phan rift ldn vfec tao nen van hoa chift Iffdng ciia thff vfen dam bao tfnh eanh tranh va phat trien TAI LIEU THAM KHAO Tong cue Tieu chuan Do lUdng Chat IUdng TCVN ISO 9000: 2015: He thdng quan ly chift lUpng - Cd sd vatiJ'vffng - H., 2015 Tong cyc Tieu chuan Do IUdng Chat lUdng TCVN ISO 9001: 2015: He thong quan ly chat IUdng - cac yeu cau = Quality management systems requirements -H., 2015 Byrd, T.S Tdta/ quality management implementation in three community college libraries and/ or learning resources centers II PhD thesis University Tap chi T H l / V I I N VIET NA of Virginia, Chariottesville, VA, 1998 Churchill, G.A 3r and Paul, P.J Marketing: Creating Value for Customer - NY: Irwin, New York, 1994 Crosby, Philip B Quality without tears: The art of Hassle - Free Management - McGraw-Hill, 1995 - 205p Deming, W Edwards Out of the Crisis Cambridge, 2001 - 524p Diiren, Petra Total Quality Management in Academic Libraries - Best Practices Qualitative and Quantitative Methods in Libraries (QQML) - 2012 No.l - P 43-50 EFQM Eight Essentials of Excellence - The Fundamental Concepts and their Benefit Brussels II EFQM Representative Office Brussels, 1999 Feigenbaum, Armand V Total Quality McGraw-Hill, 1991 - 863p 10 Hillman, G P Making Self-assessment Success II Total Quality Management - 1994 - Vol (3) - P 29-31 11 ISO Quality Management principles II ISO, Geneva, 2015 12 Juran, oseph M Juran Quality Handbook McGraw-Hill - 1998 - 1872p 13 Kaoru Ishikawa Introduction to Quality ControL - Spinger - 2012 - 435p 14 Mauch, Peter D Quality management: theory and application - Taylor and Francis Group 2010 - 143p 15 McGregor, Felicity Excellent Libraries: A Quality Assurance Perspective // Advances in Librananship - Elsevier - 2004 - No 28 - R 17-53 16 Michael Cooper The use of Total Quality Management (TQM) in libraries and information services in Australia and overseas II The Australian Library Journal - 2013 - No - R 92-101 17 Moghaddam, Golnessa Galyani and Moballeghi, Mostafa Total Quality Management in Library and Information Sectors II The Electronic Library - 2008, - No 26 (6) 4(78) Xem tiep trang 58 31 ... thong ke dffdc de cap "Out of Crisis" Trong nghien culi nay, Deming da dffa thuyet quan ly dffa tren 14 diem nd'i rieng danh eho quan ly va trd khudn mau cho qua ttinh chuyen ddi chift Iffdng [6]... mot to chffc ISO 9000 va TQM thffc chat cting ap dung phffdng phap quan ly chat lu'dng toan dien hffdng tdi thoa man nhu cau ciia khaeh hang ISO 9001:2015 cting dffa nguyen tac chat IUdng [17],... chat lu'dng ITnh vu'c thU v!$n - thong tin 2.1 Quan ly chat lu'dng va khoa hgc thu" vien Theo Talukder va Ghosh (2004), Khoa hpe Thff vien cung cd eac thupc tinh tUdng dong vdi TQM [24] Moi quan
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