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Developing a quality assurance program for online services.

A W Humphries¹, G V Naisawald

¹Claude Moore Health Sciences Library, University of Virginia Health Sciences Center, Charlottesville 22908.

Bulletin of the Medical Library Association

|July 1, 1991

Summary

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This study outlines a quality assurance (QA) program for online library services, detailing a cycle of evaluation and improvement to enhance customer satisfaction through measurable standards and problem correction.

Area of Science:

Library and Information Science
Health Sciences Information Management

Background:

Quality assurance (QA) programs are essential for setting training standards and monitoring service practices.
Continuous monitoring and correction of shortcomings are key components of effective QA.
Customer satisfaction with online services is influenced by specific criteria such as reliability and responsiveness.

Purpose of the Study:

To develop and apply a quality assurance program for online services at the Claude Moore Health Sciences Library (CMHSL).
To evaluate online services against established criteria linked to customer satisfaction.
To identify and rectify deficiencies in online library services.

Main Methods:

The study employed a typical QA cycle: subject selection, standard establishment, service evaluation, problem identification, solution implementation, and reevaluation.

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Specific criteria for customer satisfaction (reliability, responsiveness, approachability, communication, physical factors) were used.

Existing online services were reviewed against these criteria.

Main Results:

The QA program identified specific problems within various online service areas.
Solutions were implemented to address the identified deficiencies.
The application of the QA cycle provided a model for intervention and improvement.

Conclusions:

The QA cycle effectively enhances online service quality in health sciences libraries.
The principles of QA can be extended to improve other library service areas.
Implementing a structured QA program leads to better customer satisfaction with online services.