Abstract: Given that strategic planning has traditionally worked by listening only to the voice of managers, in addition to studying their environments and functional processes, this initiative considers it fundamental to listen to the voice of the user, considering that they are the ones who truly face the conditions of the quality of library services. Therefore, the results of a user study are taken as a reference, where the Quality Function Deployment (QFD) tool was applied in public libraries in the municipality of Chihuahua, Mexico, which allowed identifying that the planning Strategic of libraries in an integral administrative system, can be sustained in the management of the quality and in the table of indicators of performance, whose implantation could be developed undera cycle of design, control, improvement and innovation to reach harmonic and systematic objectives.
Full text at Bibliotecas
Recomended reference: Romo-González, J., Tarango, J., & Machin-Mastromatteo, J. (2018). La voz del usuario en la planeación estratégica de bibliotecas públicas usando el Despliegue de la Función de la Calidad (QFD). Bibliotecas, 36(2), 1-29. https://doi.org/10.15359/rb.36-2.3
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Full-time professor and researcher at the Universidad Autónoma de Chihuahua (UACH) in Mexico and member of the National Researchers System. PhD in Information and Communication Science (Tallinn University, Estonia), Master in Digital Library Learning (Oslo University College, Norway; Tallinn University; and Parma University, Italy), and Bachelor in Library Science (Universidad Central de Venezuela). He has more than 18 years of work experience in archives, libraries, higher education, and professional development. He has excelled in different roles: cataloguer, database developer, reference librarian, instructor, collection developer, designer of library promotion materials and multimedia resources, coordinator of information literacy programs in higher education institutions, scientific production analyst, consultant, and peer reviewer for scientific journals. His lines of research include: informational literacy, action research, evaluation of scientific production and bibliometrics, open access, information architecture, and digital libraries. He has published over 50 peer-reviewed and indexed articles, five books, 15 book chapters, has presented his papers in over 54 international conferences and has facilitated over 16 workshops for training researchers. Among his editorial experiences, Machin-Mastromatteo is the Associate Editor for the scientific journals Information Development (SAGE) and Digital Library Perspectives (Emerald), as well as an editorial board member for The Journal of Academic Librarianship (Elsevier). He published, from 2015 to 2020, the regular column Developing Latin America in Information Development. He is a peer reviewer for 17 scientific and indexed journals within the fields of information science and education, for which he has evaluated over 200 manuscripts. Follow me at @judamasmas | www.youtube.com/juantifico | www.facebook.com/machinmastromatteo | www.instagram.com/juantifico | http://judamasmas.com | www.patreon.com/juantifico | https://orcid.org/0000-0003-4884-0474
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