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.
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