Abdul Ghani, Norsitiaysyah and Taib, Che Azlan (2017) Application of process capability at Perpustakaan Sultanah Bahiyah (PSB). In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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Abstract

Library is a place for people to read, collect data from another researchers and services that provided by the librarians and much more.The aim for this study are to know the level of PSB service when dealing with customers and to determine whether PSB continuously do their improvement in their services activities and management.In this study, application of process capability was used to measure latest services that provided by PSB.Process capability used to appoint the results and it was a technique to determine how well a process and whether it meet its details specification.It also to ensure the improvement that was done by PSB from few years before until now.The study founded out that connection between customer satisfaction and library services has strong relationship because without customers or users, library would not need to improve their services from time to time. Along side that, feedback of users experience also play an important role to achieve the objective of the study.The findings of this study show that their services not capable yet and they are trying to improve their services.Authority of library should encourage their customers to voice out their feedback for their improvement later.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords:	Perpustakaan Sultanah Bahiyah (PSB), process capability, continuous improvement
Subjects:	T Technology > TS Manufactures
Divisions:	School of Technology Management & Logistics
Depositing User:	Assoc.Dr. Che Azlan Taib
Date Deposited:	25 Jul 2017 09:29
Last Modified:	25 Jul 2017 09:29
URI:	https://repo.uum.edu.my/id/eprint/22708

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