THE PUBLIC LIBRARY AND EXCELLENCE IN PRODUCTS AND SERVICES: the technique of benchmarking

Abstract

Deals with the technique of benchmarking for the continuous improvement of products and services offered by the public library. Defined as a process of systematic comparison of products and services with those offered by the competitor or with companies considered as excellent in a determined field, benchmarking can assist public libraries, based on the methodology proposed which is divided into six stages: 1st comparison; 2nd evaluation; 3rd identification of opportunities; 4th selection of the best opportunities; 5th incorporation of the best opportunities; and 6th promotion of changes in the organisation, in the search for excellence in the satisfaction of the needs of users/community. Concludes that rather than generating resistance by reason of organisational culture, the employment of modern techniques of quality management, as is the case of benchmarking, can be determinant for the continuing improvement of products and services in organisations which consider the satisfaction of needs as one of their chief critical factors of success.