臺北市立圖書館質量管理制度

【摘 要】

本文介紹臺北市立圖書館近年來在圖書館規劃及管理工作上的作法，包括：（1）規劃：訂定圖

書館任務、讀者服務質量政策、質量目標、未來愿景、為民服務白皮書、年度工作計劃及進行社

區調查等；（2）質量管理：施行ISO質量管理系統、訂定作業標準及工作手冊等；（3）績效管

理：辦理年度績效考核、平時業務訪視、服務規范、電話抽測及內部稽核等；（4）領導工具：決

策參與、溝通管道、任務編組、非正式會議、訓練與發展、驅動力及外部顧問等。

【Abstract】

This paper relates the experience of library management in Taipei Municipal Library during the

recent years. Taipei Municipal Library has been engaged in management development for many years.

During this time they have covered topics like: 1. Planning: mission, reader services policies, quality

goals, vision, annual plan, user surveys; 2.Quality Management: ISO Quality Management System,

operation standards and manuals; 3.Performance Measurement: annual evaluation, 5S evaluation, code

of service manner, telephone service evaluation, internal audit; 4.Leadership tools: organization and

participation, communication, mission groups