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Notice Under the Copyright Act 1968, this thesis must be used only under the normal conditions of scholarly fair dealing In particular no results or conclusions should be extracted from it, nor should it be copied or closely paraphrased in whole or in part without the written consent of the author Proper written acknowledgement should be made for any assistance obtained from this thesis Notice I certify that I have made all reasonable efforts to secure copyright permissions for thirdparty content included in this thesis and have not knowingly added copyright content to my work without the owner's permission QUALITY MANAGEMENT IN UNIVERSITY LIBRARIES IN VIETNAM: A Framework for Development and Implementation Ninh Thi Kim Thoa Faculty of Information Technology Monash University Submitted in fulfilment of the requirements of the degree of Doctor of Philosophy 2013 ABSTRACT Engaging in quality management (QM) is considered one of the approaches for an organisation to change towards improvement, particularly for managing organisational performance and meeting expectations of customers In Vietnam, with quality reform in higher education, the pressures for improving the quality of teaching, learning and research have resulted in the need to improve academic infrastructure, including university libraries Change for development in Vietnamese organisations, including university libraries, is slow due to traditional rigid management cultures (Welch, 2010) and lack of requisite resources The recent official deployment of quality assurance and accreditation in Vietnamese higher education requires critical changes in university libraries to improve the quality of services The mixed methods approach of this thesis explores QM content in relation to its processes of development and implementation at Vietnamese university libraries The results are interpreted through using QM theory, strategic change theory, a resource-based view, resource dependence theory, institutional theory and consideration of cultural perspectives The study first surveyed 93 Vietnamese university libraries, focusing on manager perceptions of QM The findings show that, while the managers perceived QM as of critical importance, the QM practices at their libraries were at an average level only The findings indicate that library resources, an application of quality standards, and experience of library managers were important influences, for enabling or impeding QM implementation The findings of subsequent semi-structured interviews with selected managers and employees of seven university libraries confirm the survey results and add insights into how QM principles were adopted, and how quality standards from the Ministry of Education and Training (MoET) and ISO 9001 were followed (or deficient) at the libraries Interview outcomes supplied in-depth and multiple understandings of social, political and economic influences, information about organisational culture, and human resource characteristics, all of which affected library QM implementation i A framework for QM development and implementation in Vietnamese university libraries is presented, based on the literature review and the findings from the data collection and analysis The framework proposes that Vietnamese university libraries should design QM programs with priorities given to QM principles, practices and tools, for different stages of the QM process They need to be based on the understanding of the library cultures and human resource characteristics, and hoped-for collaboration between universities, government and the wider educational environment The study validates the approach in the QM literature to the extent that implementation of QM in specific organisations is found to be context-dependent In this study, the term ‘internal context’ is used to cover employee demographics, manager demographics, skills and leadership styles, the physical and financial resources of libraries, and organisational culture The ‘external context’ is taken as coercive forces for quality imposed by the state and educational institutions, their policies of incentives, and potential resources and subsidies The findings help Vietnamese university libraries and their managers to understand relevant QM concepts, the challenges around implementing QM programs, and to acquire appropriate methods to strengthen organisational capabilities and to seek resources in the external environment The study is beneficial for decision-makers in universities and government ministries in advocating appropriate political and economic support for greater library development ii DECLARATION I hereby certify that this thesis contains no material that has been accepted for the award of any other degree or diploma in any university or other institution I further certify that to the best of my knowledge, this thesis contains no material previously published or written by another person, except where due reference is made in the text of the thesis Ninh Thi Kim Thoa iii ACKNOWLEDGEMENTS I would like to express my indebtedness and gratitude to many people for their valuable support during my doctoral study First, I would like to thank the Government of Vietnam, representing Vietnamese taxpayers, for the scholarship which I received for the course My deepest thanks go to my principal supervisor, Associate Professor Dr Graeme Johanson, for his invaluable support, critical guidance and concerns throughout each stage of the research process Without his assistance, I would not have successfully overcome academic and personal challenges I am sincerely grateful to my co-supervisor, Dr Kerry Tanner, who devoted much of her time and effort to guide me during the dissertation process Her expert knowledge, useful advice and scrutiny have helped me to make this research possible I owe a debt of gratitude to Dr Tom Denison for his supervision over the last three years His thorough feedback, empathy and kindness have assisted me when I had difficult issues to deal with in order to complete this project I would like to thanks library administrators at three university libraries in Melbourne, Australia, for sharing their ideas and experience with me at the beginning of this research Special thanks go to all library managers and librarians in university libraries in Vietnam who participated in either the survey or interviews in this study Without their time, enthusiastic involvement and great contribution, this research would not have progressed successfully I appreciate the assistance of Thuc, Nhung, Hien and Ha Giang, and valuable suggestions of my colleagues, Thao and Sinh, during the process of survey data collection and analysis I deeply thank Mr Noriaki Sato at the Hargrave-Andrew Library, Dr Janice Pinder at the Matheson Library for their guidance and advice of academic skills, and Dr Jeff Keddie for the thesis proof-reading My gratitude and appreciation go the Faculty of Information Technology (FIT) at Caulfield for providing me with financial assistance for tuition fees; and FIT administrative and technical staff, Vecki Raicevic, Maria Indrawan, Margaret Croxford, iv Akamon Kunkongkapun, Allison Mitchell, Cornelia, See, and others, for their time and assistance I am grateful to my friends, especially Trung, Quoc, Nguyen Thanh Tuyen and Ngoc, who have helped me from the beginning of my stay in Australia Many thanks go to Misita, Rebecca, Alex, Abdul, Joanne, Hong Hai, Hue, Linh, and others for their friendship, shared ideas and assistance to cheer me up all the time I wish to thank Andrew Dixon, Rod Rizzi, Marcus, Robert Hornett, Mario, Mayssa, Jesse, Stephen and others at the Caulfield Library for their support, friendliness and hospitality Your kindness and assistance have helped me to improve my understanding of Australian culture and society, and the performance of developed-country academic libraries v DEDICATION I dedicate this work to my parents and family, who have always believed that continuous learning is the cause of my life, and good knowledge is a foundation for success I would like to express my heartfelt gratefulness to my parents, who always cared for me with their endless love, tireless support and encouragement Special thanks go to my sister and brother, Ninh and Nam, and my aunts, who are there with my mum when I live abroad for a long time My appreciation goes to my parents-in-law, who have always supported and been proud of us I especially thank my sons, Viet and Ha, who have always been by my side to share the joys and difficulties of my academic journey Their love, humour and independence have helped me each day to maintain balance in my life and to feel real-life emotions My personal thanks go to my husband, Nguyen Xuan Quy, for his sacrifice, encouragement and unlimited belief when our family members have had to live far away from each other vi TABLE OF CONTENTS ABSTRACT I DECLARATION III ACKNOWLEDGEMENTS IV DEDICATION VI TABLE OF CONTENTS VII LIST OF TABLES XIII LIST OF FIGURES XV ABBREVIATIONS .XVI GLOSSARY XVIII CHAPTER 1: INTRODUCTION AND BACKGROUND TO THE STUDY 1.1 Introduction 1.2 Background to the research area 1.2.1 General features of Vietnam 1.2.2 Vietnamese university libraries 1.2.3 QM practices in Vietnam 1.2.4 Higher education reform and the need for quality assurance 1.2.5 University libraries and quality issues in Vietnam 10 1.3 Overview of research 13 1.3.1 The problem and rationale for the study 13 1.3.2 Research questions 15 1.3.3 Overview of research methodology 15 1.3.4 The scope of the study 16 1.3.5 Structure of the thesis 17 CHAPTER 2: QUALITY MANAGEMENT AND UNIVERSITY LIBRARIES 18 2.1 Introduction 18 2.2 Concepts of QM 18 2.2.1 Determining the meaning of quality 18 2.2.2 Definitions of QM 20 vii C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an APPENDIXES APPENDIX A: THE QUESTIONNAIRE Appendix A.1: The questionnaire – English version SURVEY ON QUALITY MANAGEMENT IN UNIVERSITY LIBRARIES IN VIETNAM SECTION 1: GENERAL INFORMATION ABOUT YOUR LIBRARY In this section, we would like to know about your library in general Please write down your answer or tick (√) the appropriate box How many staff are there in your library in each of the following categories? Total number of staff:……………… Number with master degree:………………… Number with bachelor degree:…………… Number with doctoral degree:……………… Please specify your library resources’ statistics Book copies:………………………… Printed periodical titles:……………… CDs/DVDs …………………………… Book titles…………………………………… Number of subscribed databases:……………… Please indicate the range of your library budget for acquisitions per year (including electronic subscription) □ Less than 100 million VND □ 100 million VND - less than 300 million VND □ 300 million VND - less than 600,000 VND □ 600 million VND - billion VND □ More than billion VND Please indicate (1) which of the following standards/guidelines/frameworks has your library implemented to manage and evaluate its quality (tick (√) as many as apply), and (2) the year first when implemented: Standards / Guidelines / Framework Ministry of Education and Training Total Quality Management Benchmarking ISO 9000 series standards European Framework of Quality Management (EFQM) Balanced ScoreCard International Standard on Library Statistics ISO 2789 International Standard on Library Performance Indicators ISO 11620 International Guidelines for Performance Measurement in Academic libraries (published by IFLA) 10 Your own quality assurance framework 11 Other, please specify Used (1) Year implemented (2) Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 342 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an SECTION 2: FACTORS INFLUENCING QUALITY MANAGEMENT AND QUALITY MEANINGS For the next questions, please accept the following definition of quality management: All planned management principles and associated activities necessary to provide adequate support to produce products and delivery services which will satisfy given requirements and customers based on the library context (generated from ISO 9000: 2005) With each statement in questions 5, and 7, please circle the appropriate number shown on the scale What are the initial factors that influence the development and implementation of a quality management in a university library? Neutral Disagree Strongly disagree Unsure A need to address accountability to the university Support from the university Compliance with standards of the whole university Pressure to emulate quality management implementation in other libraries Pressure from library users and other stakeholders The inspired leadership of a library manager A high level of understanding by library staff The need to improve the library processes and internal operations The expectation of achieving a quality certification motivates the library 10 Other, please specify Agree Development and implementation of quality management are influenced by: Strongly agree Level of agreement Initial factors influencing the development and implementation of a quality management framework (QMF) (please complete all factors) 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4 5 5 5 5 0 0 0 0 What are the obstacles to the development and implementation of quality management in a university library? Neutral Disagree Strongly disagree Unsure Lack of adequate quality policies for a library Lack of support from the university Lack of staff knowledge and training in quality management Lack of personnel available for implementation Lack of willingness to change by the library staff Lack of competent field managers Lack of time devoted to staff training in the relevant concepts and procedures Lack of financial resources Lack of an appropriate IT system to assist quality management 10 Lack of documentation for quality management 11 Other, please specify Agree Development and implementation of quality management in the library is difficult due to: Strongly agree Level of agreement The obstacles to quality management (please complete all factors) 1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4 5 5 5 5 5 0 0 0 0 0 Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 343 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an What does quality mean in a university library? Level of agreement Agree Neutral Disagree Strongly disagree Unsure Library users satisfaction level with the library services is high Library staff satisfaction level with the work environment is high The provision and usage of collections are effective Library activities align with the university strategic plan Other, please specify Strongly agree Library quality means 1 1 2 2 3 3 4 4 5 5 0 0 SECTION 3: PERCEPTION OF QUALITY MANAGEMENT PRACTICES Please circle (1) the level of your perception of the importance of each statement listed below and (2) the extent to which it is current practice in your library Not important at all Unsure Very frequently Frequently Moderate Rarely Very rarely 5 5 5 5 1 3 4 5 0 1 2 3 4 5 5 5 5 5 5 Unsure Not important Neutral Important Practice (2) Very important Importance (1) Contribution to quality management success Leadership: Library managers create short and long-term direction and performance expectations create and deploy well-defined systems, methods and performance measures for achieving quality goals create an environment for empowerment, innovation, organizational agility, and organizational and employee learning demonstrate an ability to manage the changes (e.g., organizational, technological) needed to improve the quality and services Strategic planning The library has a clear quality policy and plans Staff participate in development of policy and plans Policy and plans are based on the present and future needs and expectations of stakeholders Policy and plans are reviewed and updated Customer focus The library listens and learns to determine key user requirements The library designs specific and appropriate products and services for library users’ groups Information such as library users’ feedback is used to support the design and improvement of services, procedures and process Staff focus on satisfying users’ needs Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 344 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Importance (1) Practice (2) Not important at all Unsure Very frequently Frequently 5 5 5 5 5 5 5 5 Selects and aligns criteria and indicators for assessing operations and overall organizational performance Gathers and integrates data and information from all sources and by multiple methods and tools Keeps the performance measurement process current 5 5 5 Analyses data to support the leaders’ organizational performance review, decision-making and the strategic planning process 5 Unsure Not important Very rarely Neutral Rarely Important Moderate Very important Contribution to quality management success Human resource management Library human resources are planned, managed and improved Staff are committed to participating in quality management activities The library provides formal and informal ongoing education and training for all staff to support the drive for quality Staff are encouraged to take more responsibility, communicate more effectively, act creatively, and innovate Staff are rewarded, recognized and cared for Process management The library has designed a quality manual and manages key library processes, procedures and work instructions Processes are improved, as needed, in order to fully satisfy and generate increasing quality for users and other stakeholders The library is committed to using new technologies for better quality Performance measurement: The library Which of the following would you consider the most important principles for implementing quality management? Please use numbers from to to indicate the level of importance, with is the most important and is the least important Critical principles for implementing quality management Management and leadership Strategic planning Customer focus Human resources management Process management Adopting a quality assurance system (e.g ISO 9000) Measuring results and performance Importance Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 345 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an SECTION 4: DETAILS ABOUT YOURSELF 10 Your personal information: Age: □ 20-30 □ 31-40 Gender: □ Female □ Male □ 41-50 □ 51-60 Your highest level of qualification: □ Bachelor degree □ Master degree □ Ph.D degree Number of years of your library experience: □ Less than years □ 11 – 15 years □ 21 - 25 years □ Over 60 □ – 10 years □ 16 - 20 years □ Over 25 years 11 If you have any other suggestions, please use the space below: If you are willing to participate in a further stage of this project, please provide a contact Thank you for your input and cooperation! Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 346 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Appendix A.2: The questionnaire – Vietnamese version PHIẾU KHẢO SÁT Ý KIẾN VỀ QUẢN LÝ CHẤT LƯỢNG TRONG CÁC THƯ VIỆN ĐẠI HỌC VIỆT NAM PHẦN 1: THÔNG TIN CHUNG VỀ THƯ VIỆN Đề nghị anh /chị vui lòng viết câu trả lời đánh dấu √ vào ô vuông phù hợp Số lượng nhân viên làm việc thư viện anh/chị là: Tổng số nhân viên:… …………………… Số nhân viên có thạc sĩ:………… Số nhân viên có đại học:…………… Số nhân viên có tiến sĩ:………… Quy mơ nguồn lực thơng tin có thư viện là: Tổng số sách:………………………… Tổng số nhan đề sách:………………… Tổng số nhan đề báo/tạp chí:……………… Số sở liệu trực tuyến:………… Số CD/DVD:………… Tổng kinh phí dành cho bổ sung tài liệu năm thư viện là: Ít 100 triệu đồng Từ 100 triệu đến 300 triệu đồng Từ 300 triệu đồng đến 600 triệu đồng Từ 600 triệu đồng đến tỷ đồng Nhiều tỷ đồng Đề nghị anh /chị vui lòng cho biết (1) mơ hình hay tiêu chuẩn sau áp dụng thư viện anh /chị để quản lý đánh giá chất lượng, (2) có áp dụng từ năm nào? (Có thể đánh dấu (√ ) vào nhiều lựa chọn thấy phù hợp) Mơ hình quản lý chất lượng Có áp dụng (1) Năm áp dụng (2) Tiêu chuẩn Bộ Gíao dục Đào tạo Quản lý chất lượng toàn diện (TQM) Chuẩn đối sánh (Benchmarking) Bộ tiêu chuẩn ISO 9000 Mơ hình quản lý chất lượng châu Âu (EFQM) Thẻ cân điểm (Balanced ScoreCard) Tiêu chuẩn quốc tế thống kê thư viện ISO 2789 Tiếu chuẩn quốc tế số đánh giá hiệu hoạt động thư viện ISO 11620 Các dẫn quốc tế đo lường hiệu hoạt động thư viện đại học (do IFLA xuất bản) 10.Mơ hình quản lý chất lượng thư viện tự xây dựng 11 Ý kiến khác (nếu có), đề nghị anh /chị ghi rõ Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 347 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an PHẦN 2: CÁC YẾU TỐ ẢNH HƯỞNG ĐẾN CÔNG TÁC QUẢN LÝ CHẤT LƯỢNG VÀ QUAN ĐIỂM VỀ CHẤT LƯỢNG THƯ VIỆN Trong phần này, đề nghị anh/chị tham khảo khái niệm quản lý chất lượng trình bày cho câu trả lời mình: Tất hoạt động quản lý cần thiết để hỗ trợ việc tạo sản phẩm cung cấp dịch vụ nhằm đáp ứng yêu cầu tiêu chuẩn áp dụng thư viện làm hài lòng người sử dụng trong điều kiện hoàn cảnh thư viện (tham khảo từ ISO 9000: 2005) Anh /chị vui lịng khoanh trịn vào chữ số thích hợp - thể ý kiến cho ý câu hỏi 5, Những yếu tố sau động khuyến khích việc áp dụng quản lý chất lượng thư viện đại học? Mức độ tác động Động việc áp dụng mơ hình quản lý chất lượng thư viện Rất cao Cao Trung bình Thấp Rất thấp Khơng rõ (Xin vui lòng trả lời tất ý câu hỏi) có nhu cầu giải trình chất lượng thư viện cho trường đại học nhận khuyến khích hỗ trợ từ trường đại học phải tuân thủ tiêu chuẩn nhà trường áp dụng học tập áp dụng mơ hình quản lý chất lượng thư viện khác 5 người sử dụng thư viện yêu cầu thư viện nâng cao chất lượng phục vụ ban giám đốc thư viện có khả lãnh đạo truyền nhiệt huyết cho nhân viên nhân viên thư viện có trình độ chun mơn cao tinh thần làm việc tốt có nhu cầu cải tiến quy trình hoạt động thư viện mong muốn đạt chứng nhận chất lượng thự viện Thư viện áp dụng mơ hình quản lý chất lượng do: 10 Ý kiến khác (nếu có), đề nghị anh/chị ghi rõ Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 348 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Anh /chị vui lịng cho biết mức độ khó khăn sau áp dụng quản lý chất lượng thư viện đại học? Mức độ tác động Rất cao Cao Trung bình Thấp Rất thấp Khơng rõ Khó khăn áp dụng quản lý chất lượng thiếu sách phù hợp quản lý chất lượng thư viện thiếu khuyến khích hỗ trợ từ quan chủ quản nhân viên thư viện chưa huấn luyện quản lý chất lượng thiếu nhân để tiến hành 5 nhân viên thư viện khơng muốn có thay đổi hay xáo trộn hoạt động thư viện kiến thức cán quản lý thư viện quản lý chất lượng hạn chế 5 đủ thời gian để huấn luyện cho nhân viên thư viện nội dung, quy trình, thủ tục việc áp dụng quản lý chất lượng thiếu kinh phí 5 thiếu hỗ trợ công nghệ thông tin quản lý chất lượng 10 thiếu tài liệu quản lý chất lượng (Xin vui lòng trả lời tất ý câu hỏi) Việc thực quản lý chất lượng thư viện gặp khó khăn do: 11 Ý kiến khác (nếu có), đề nghị anh /chị ghi rõ Theo anh (chị), chất lượng thư viện thể yếu tố nào? Mức độ đồng ý Rất cao Cao Trung bình Thấp Rất thấp Khơng rõ Chất lượng thư viện thể ở: Mức độ hài lòng cao người sử dụng thư viện dịch vụ sản phẩm thư viện – thông tin Mức độ hài lòng cao nhân viên thư viện môi trường làm việc 5 Việc cung cấp sử dụng nguồn lực thông tin thư viện đạt hiệu cao Các hoạt động thư viện gắn liền với việc phục vụ tốt yêu cầu đặt kế hoạch chiến lược trường đại học Ý kiến khác (nếu có), đề nghị anh /chị ghi rõ (Xin vui lòng trả lời tất ý câu hỏi) Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 349 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an PHẦN 3: QUAN ĐIỂM VỀ CÁC NGUYÊN TẮC QUẢN LÝ CHẤT LƯỢNG THƯ VIỆN Anh /chị vui lòng cho biết ý kiến (1) mức độ quan trọng hoạt động quản lý chất lượng, (2) mức độ áp dụng hoạt động thư viện anh /chị? Đề nghị anh/chị khoanh tròn vào chữ số thể lựa chọn Mức độ quan trọng Áp dụng (2) (1) Không quan trọng Rất thường xuyên Thường xuyên Trung bình Hiếm 5 5 5 5 5 5 5 5 5 5 5 5 Khơng rõ Trung bình Rất Quan trọng Rất không quan trọng unimportant Không rõ Rất quan Các nguyên tắc hoạt động quản lý chất lượng Khả lãnh đạo: Ban giám đốc thư viện xác định mục tiêu chất lượng trước mắt lâu dài cho hoạt động thư viện triển khai áp dụng phương pháp tiêu chí đánh giá hoạt động để đạt mục tiêu đề xây dựng môi trường làm việc khuyến khích học tập sáng tạo có khả quản lý tơt cần có thay đổi (về tổ chức, công nghệ…) để nâng cao chất lượng sản phẩm dịch vụ Lập kế hoạch: Thư viện có sách kế hoạch đảm bảo nâng cao chất lượng sản phẩm dịch vụ Nhân viên thư viện tham gia vào trình lập sách, kế hoạch Việc xây dựng sách kế hoạch dựa nhu cầu tương lai người sử dụng Chính sách kế hoạch xem xét, điều chỉnh cập nhập Định hướng người sử dụng thư viện: Thư viện có biện pháp để xác định nhu cầu quan trọng người sử dụng Thư viện thiết kế cung cấp sản phẩm dịch vụ phù hợp cho nhóm người sử dụng thư viện khác Ý kiến đóng góp người sử dụng thư viện tiếp thu nhằm cải tiến nâng cao chất lượng dịch vụ, thủ tục quy trình hoạt động Nhân viên thư viện nỗ lực đáp ứng nhu cầu người sử dụng thư viện Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 350 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Mức độ quan trọng (1) Trung bình Không quan trọng Rất không quan trọng unimportant Không rõ Rất thường xuyên Thường xuyên Trung bình Hiếm 5 5 5 5 5 5 5 5 5 5 5 5 Không rõ Quan trọng Rất Rất quan Các nguyên tắc hoạt động quản lý chất lượng Áp dụng (2) Quản lý nhân sự: Thư viện có kế hoạch xây dựng, quản lý phát triển nguồn nhân lực Nhân viên thư viện tích cực tham gia vào hoạt động đảm bảo quản lý chất lượng Thư viện tổ chức tạo điều kiện cho toàn nhân viên thư viện đào tạo tiếp tục Nhân viên thư viện khuyến khích nâng cao tinh thần trách nhiệm cải tiến chất lượng Thư viện có sách khuyến khích thưởng,ghi nhận quan tâm đến nhân viên thư viện Quản lý quy trình hoạt động thư viện: Thư viện có biên soạn tài liệu quy trình, thủ tục hướng dẫn thực quy trình Quy trình hoạt động thư viện cải tiến cần thiết để đáp ứng yếu cầu nâng cao chất lượng làm hài lòng người sử dụng thư viện Thư viện sử dụng công nghệ để nâng cao chất lượng hoạt động phục vụ Đánh giá hoạt động thư viện: Thư viện xây dựng sử dụng tiêu chí để đánh giá hoạt động hiệu hoạt động thư viện Thư viện thu thập tổng hợp thông tin để đánh giá chất lượng từ nhiều nguồn nhiều phương pháp, công cụ khác Thư viện điều chỉnh cập nhật tiêu chí đánh giá cho phù hợp với yêu cầu thực tiễn Các liệu phân tích sử dụng để hỗ trợ việc định lập kế hoạch Anh /chị vui lòng cho biết hoạt động/yếu tố sau thư viện anh/ chị đánh giá quan trọng thực quản lý chất lượng? Đề nghị dùng số từ đến với quan trọng nhất, quan trọng để đánh giá Các nguyên tắc góp phần thực quản lý chất lượng Mức độ quan trọng Khả quản lý lãnh đạo Lập kế hoạch chiến lược Định hướng người sử dụng Quản lý nguồn nhân lực Quản lý quy trình hoạt động Áp dụng hệ thống quản lý chất lượng (ví dụ: ISO 9000) Đánh giá hiệu hoạt động Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 351 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an PHẦN 4: THÔNG TIN CÁ NHÂN 10 Anh /chị vui lịng cho biết số thơng tin cá nhân sau: Tuổi: 20-30 tuổi 31-40 tuổi Nam Nữ 41-50 tuổi 51-60 tuổi Trên 60 tuổi Giới tính: Bằng cấp cao anh /chị đạt được: Cử nhân Thạc sỹ Tiến sĩ Tổng số năm kinh nghiệm làm việc thư viện: Ít năm Từ – 10 năm Từ 11 – 15 năm Từ 16 - 20 năm Từ 21 - 25 năm Trên 25 năm 11 Nếu anh /chị có ý kiến bổ sung, xin vui lòng ghi vào phần trống đây: Nếu anh /chị đồng ý trả lời vấn giai đoạn dự án nghiên cứu này, xin vui lòng cung cấp địa liên hệ anh/chị Xin chân thành cảm ơn đóng góp anh/chị Chúc anh/chị sức khoẻ thành công! Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 352 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an APPENDIX B: INTERVIEW PROTOCOL AND GUIDE Checklist of resources for interviews - Recorder Extra batteries for the recorder Pens Notebooks Copies of blank interview consent form Interview schedule Time and date Name of interviewee Organisation and position Contact details Note of interviewee Procedure for interviews Before interviews are conducted the following tasks will be done: Contact the interviewees and schedule the time for interviews Send the information sheet and consent form to them Getting started Introduce myself Explain the general purpose of the study Provide a brief summary of findings from the survey Explain the purpose of the interview Explain why the participant has been invited and why he or she is important to the study Explain the length of the interview and ask permission for recording the session Collect signed consent form Explain the term ‘quality management’ Interviewing Interviewing the managers Start with their opinions about the meaning of quality in their libraries Ask their views about the current situation of QM in the library (related to the six main QM principles, reasons for implementing QM, and benefits their libraries gain with the implementation of QM) Ask their opinions about factors influencing QM in their libraries Ask their opinions about the process for implementing QM in the library Based on the flow of discussion, ask follow-up questions Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 353 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Check with the following list of themes concerning QM principles, factors and stages in the preliminary framework in order to find out which principles, factors and stages interviewees and not mention Ask their opinions about QM principles, factors and stages in the preliminary framework which they not mention Interviewing the librarians Start with their opinions about the meaning of quality in their libraries Ask their views about the current situation of QM in the library and in their units/ areas and libraries (related to six main QM principles, reasons for implementing QM, and benefits their libraries gain with the implementation of QM) Focusing on the role of library staff on QM, how they participate in the library QM and how they are encouraged to become involved in QM Ask their opinions about factors influencing QM in their libraries and the staff commitment to and participation in QM Ask their opinions about a possible process for implementing QM in the library Based on the flow of discussion, ask follow-up questions Check with the following list of themes concerning QM principles, factors and stages in the preliminary framework in order to find out which principles, factors and stages interviewees and not mention Ask their opinions about QM principles, factors and stages in the preliminary framework which they not mention Winding up Ask the participant if there are any additional ideas Thank the participant for participation and ask for their future help if needed After an interview Make notes to formulate lessons learned to be applied in the next interviews Interview themes Quality meaning Quality management principles Leadership Strategic planning Customer focus Human resource management Process management Performance measurement Factors influencing quality management External and internal environments Politics Society Economics Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 354 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Employees Management style / manager demographics Organizational characteristics Enablers for and barriers to QM implementation Any other factors that need to be considered with regard to QM Process for QM implementation Development Implementation Any other steps that need to be considered with regard to QM implementation process Example questions Questions Director Staff General question How long have you worked in a library? How long have you been a manager? Would you please tell me, from your perceptions and in the context of a library, what does the word ‘quality’ means to you? Has your library implemented QM program? If no, why? If yes, How would you describe what QM is in general? X X X X X X X X X X X X X X X X X X X X X X X X X X X Factors influencing QM What motivated your library to adopt QM (reasons)/ what factors initiated adopting QM? What are external factors that influenced your library QM implementation? What are internal factors that influenced your library QM implementation? What are the difficulties concentrated by your library in the implementation of QM? What impact have the difficulties (if have) had on the implementation of QM in the library? With hindsight, what could be done to improve the quality program in your library? QM implementation process In your opinion, what are primary steps to implement QM? What preparations, if any, did you undertake at the initial stage of introducing QM? What progressed from the initial stage? Based on the six core principles of QM, what are your library priorities for development and implementation? Why? Leadership Could you please tell me about your role/ responsibility in QM in the library? Could you please tell me about the role/ responsibility of top management in QM in the library? X X Strategic quality planning Does your organisation have a quality policy and/ or plan? If yes, how is the library quality policy communicated to lower levels? Is this policy in writing? Can I have a copy, please? If yes, how does the library quality policy link to its parent university? How you contribute to the development of the library quality policy/ plan? X X X X X Customer focus How does your library focus on users? How you measure customer satisfaction? How does your library meet the needs of different user groups? X X X X X X Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn 355 C.33.44.55.54.78.65.5.43.22.2.4 22.Tai lieu Luan 66.55.77.99 van Luan an.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.C.33.44.55.54.78.655.43.22.2.4.55.22 Do an.Tai lieu Luan van Luan an Do an.Tai lieu Luan van Luan an Do an Stt.010.Mssv.BKD002ac.email.ninhd 77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77.77.99.44.45.67.22.55.77.C.37.99.44.45.67.22.55.77t@edu.gmail.com.vn.bkc19134.hmu.edu.vn.Stt.010.Mssv.BKD002ac.email.ninhddtt@edu.gmail.com.vn.bkc19134.hmu.edu.vn
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