Quality Objective
2.3 INFORMATION SERVICES DIVISION
2.3.1 Business Information Services Unit
- Fulfillment of 80% of users’ enquiry through Pro-Access Service within
the agreed time frame as specified by customer per month.
- To fulfill at least 80% of user’s requests from Interlibrary Loan
(ILL) within seven (7) working days per month.
- To produce at least eight (8) titles of Repackaged Information in
a month.
2.3.2 Reference and Client Services
- To fulfill 90% of first level Reference Enquiry by customer within
one working day (if the enquiry is received between 11.00 am – 3.00
pm, it will be answered within the same working day. However, enquiries
received after 3.00 pm will only be answered within the next working
day).
- To achieve 80% rating of ‘satisfactory’ on the level or customer satisfaction
using 5-point Likert Scale (Poor to Excellent).
- To achieve 90% of circulation transaction per month within one minute.
2.3.3 Online and Information Literacy Skills (ILS) Unit
- 80% of online reference enquiries are responded to within three (3)
working days.
- To conduct six (6) ILS session every three (3) months (quarterly)