Quality management in school libraries: a case study in a school library in the city of Ponta Grossa – PR

Abstract

This paper is a reflection on quality management in school libraries. Presents a study in a school library in the city of Ponta Grossa - PR, with the overall objective to analyze the actions of the existing quality management in this environment, aimed at continuous improvement. To reach this objective, we used the tools of quality: Diagram cause - effect, and plan of action 5W2H. For data collection was made use of interviews with the staff of the library, we used administrative documents and direct observation of the environment studied. As for methodological research procedures characterized from the point of view: its nature as applied, the qualitative approach to the problem, the objectives as exploratory and descriptive and technical procedures as bibliographical research and case study. The results are found, the library has developed some actions studied quality management alone, but it is necessary an improvement action in what refers to the low use of services offered as well as an optimization refers to the library management. Finally, we developed an improvement plan of action as the tool 5W2H quality in order to make the library unit accumulative value.