La Process management applied to the information services area of the university library

Abstract

Objective: To improve the Information Services process for the provision of services with quality and efficiency. Methods: Analysis and synthesis, induction-deduction to know the state of the application of the process approach in the university library. The Hypothetical-deductive allowed starting from a hypothesis based on the theoretical development of management by processes, also considering that the application of the procedure to be applied proposed by Medina-León et al., (2019) for Process Management "DiANA". Empirical methods were applied in the same way. Results: The final result is the preparation of the Information Services process file and a dictionary of activities that allowed the identification of activities that add value to the process. Conclusions: The application of this managerial approach will be able to modify the way of conceiving the administration of university libraries as information institutions, achieving more productive libraries that adapt their services to the information needs and demands of the users. It was possible to achieve the characterization of the Library Services Department of the University of Matanzas, to define the lines of action and strategic objectives. The application of the SWOT matrix allowed to identify strengths, weaknesses, threats and opportunities in this service institution.