【作者】 王怡；

【导师】 刘海英；

【作者基本信息】 山东大学 ， 工业工程（专业学位）， 2013， 硕士

【摘要】 伴随着信息技术的迅猛发展,人类社会也跨入了知识经济时代,信息技术成为这个时代的重要特征,而且信息是以爆炸式的速度在增长。图书馆作为高校文献信息中心,是为了教学和科研服务的学术性机构,随着高等教育事业和科学技术的发展,必然要求高校图书馆提高管理水平和服务质量。近年来高校图书馆管理研究成果丰硕,高校图书馆管理水平也得到了很大的提升。但是伴随着知识经济的兴起,读者信息需求的多样化。高校图书馆自身形式和业务的变化,都对高校图书馆管理提出了新的挑战。因此,创新高校图书馆管理方式,是图书馆工作和图书馆事业可持续发展的必然要求。工业工程是西方发达国家在长期工业化进程中积累的科学管理经验的结晶,是管理创新的主要战场。工业工程起源于制造业,后来向银行和医院等服务行业广泛渗透,证明了其对于社会各类型组织具有较好的适用性。高校图书馆作为高等教育的重要组成部分,也亟需工业工程理论和方法的指导,在信息化时代逐步走上科学管理的道路。本文将工业工程中的流程分析、流程再造、动作分析和人因工程等方法应用于高校图书馆服务管理实践中,以某高校图书馆为研究对象,运用上述基本思想和方法,发现和分析高校图书馆业务流程的现状及存在的问题,并寻找解决这些问题的方法。通过流程分析和工作抽样,运用“5W1H”提问技术、因果分析图等技术工具,发现影响某高校图书馆服务质量和服务效率的诸多因素,建立了适用于图书馆管理的方法体系；通过流程分析、流程优化、流程重组和现场管理方法,提出基于某高校图书馆业务流程优化改进方案,预期方案实施效果。研究运用工业工程的基本方法,试图为提高高校图书馆服务质量和服务效率提供有益的建议,这既是对工业工程应用领域的进一步丰富,也为高校其他工作应用工业工程方法提供了借鉴意义。更多还原

【Abstract】 With the rapid development of information technology (IT), human society entered the era of knowledge economy; IT has become an important of this era. As the literature information center of the university, the university library is the academic institutions serving for teaching and researching of the university. With the development of high education and sciences and technologies, it is inevitable requirement to improve the management level and the service quality of university library. In recent years, the management level of university library has been improved already. However, along with the rise of the knowledge economy, the information needs of diverse readers differ from one to another. University Library’s own forms and business changes, all of the university library management faces new challenges. Therefore, the innovative management of university library is urgent; it is also the necessary requirements for sustainable development of university library.Industrial engineering (IE) is the results of scientific management experience accumulation in the long-term process of industrialization of Western developed countries. Industrial engineering originated in the manufacturing industry, and then spread to other fields, such as banks and hospitals. As the important department of high educations, university library also needs the guidance of IEs, in order to embark on the road of scientific management in the era of information.In this paper, the industrial engineering method is applied in the practice of university library management. With the help of basic IE method, we detected the situation and existing problems of the university library, which is the important part of the high education, and we perused the solutions to the problems. Through process analysis and sampling, applying the technique of "5W1H", causal analysis diagram and other technique, to find what factors affect the service quality and efficiency of the management of university library. The university library management method based on industrial engineering is proposed, through process analysis, process optimization, process re-engineering and site management method.In this research, the basic theories of industrial engineering method are applied, to provide useful advice for university library management quality and efficiency improving. It can richen the field where IE is applied and also can help IE to be applied in other aspects of universities’works.更多还原