Resumo

ZANAZZI, José L et al. Process approach in service management: strategies to achieve successful applications. Rev. cienc. tecnol. [online]. 2010, n.13. ISSN 1851-7587.

This article examines the convenience of applying management methods and techniques used for design and, mainly, control processes to service organizations. The case study analyzed the experience achieved in a University Library certified with 9001:2000 standards. The article analyzes the need of teamwork, its problematic and the reasons showing why management by processes allows to overcome difficulties. In addition, some quality management tools used to implement the quality system is described. The work emphasizes the presentation of results. Actually, it includes the study of diverse indicators showing the improvement of service in the users services room and in the newspaper library. A special analysis is reserved to the compound indicator measuring users' satisfaction, the way the data is obtained, the instrument, the calculus criteria and the final results obtained. The conclusion is that the experience can be considered to be successful and satisfactory to a high degree, both for the users and for the people who support the organization activity.

Palavras-chave : Services; Quality management; University library; Statistical results; Compound indicators; Management by process.