Pustaka

Quality Objective


2.3 INFORMATION SERVICES DIVISION


2.3.1 Business Information Services Unit
  1. Fulfillment of 80% of users’ enquiry through Pro-Access Service within the agreed time frame as specified by customer per month.
  2. To fulfill at least 80% of user’s requests from Interlibrary Loan (ILL) within seven (7) working days per month.
  3. To produce at least eight (8) titles of Repackaged Information in a month.
2.3.2 Reference and Client Services
  1. 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).
  2. To achieve 80% rating of ‘satisfactory’ on the level or customer satisfaction using 5-point Likert Scale (Poor to Excellent).
  3. To achieve 90% of circulation transaction per month within one minute.
2.3.3 Online and Information Literacy Skills (ILS) Unit
  1. 80% of online reference enquiries are responded to within three (3) working days.
  2. To conduct six (6) ILS session every three (3) months (quarterly)