How to achieve high customer satisfaction in Sabancı University Information Center

The Sabancı University is a young private university, which started providing education in 1999 in Istanbul. A “Search Conference” had been organized in order to find out “what kind of a university the country needed” and of its structure had been established on this understanding. At the first stage, the vision, the mission and the design of the university were completed, and the foundation of administrative infrastructure and selection of technology systems were materialized. Starting from the days of its foundation, the planning of the information services and facilities had been one of the main issues of the project. The university, which aims to become a world university, was accepted to be a member of the “European Foundation of Quality Management (EFQM)” regarding its activities in the stage of its foundation. A “Student and Staff Tendency Survey” which was implemented in 2001 indicated that the Information Centre was the strong side of the university. At the same time the Center's the statistics covering period of 1999-2007 also indicated that the targets were achieved under the strategic planning of the Center. In 2007, an user satisfaction survey in order to evaluate the conformity of the services and facilities, to identify its strong and weak areas, opportunities and threats through comparison and SWOT analysis for the future, and set up 2007-2011 five-years strategic planning and operational activity plan. The survey indicated that 95% of the participants are satisfied in general with the Center. In addition to these, the results of usage statistics between the years 1998-2009 indicated that utilizing of the services and facilities of the Information Center has increased from year to year. On the other hand, the results of the survey after the orientation programs show that the customer satisfaction is very high. We believe that the followings are the reasons of high user satisfaction. The Centre has a user and process focused pro-active management, learning organization structure, the availability of the suggestion system, continues benchmarking with the competitors and observing management and technological developments in the world. This paper presents to share our applications and plans on high user satisfaction rate, customer relation management activities and future planning

Araştırmada yenilik: federe arama motorları=Innovation in research: federated search engines

Arama motorları, A-Z süreli yayın listeleri, OpenLink Resolverlar hakkında bilgi ve federe arama motorları seçiminde kullanılabilecek değerlendirme kriterleri verilmiştir

Üniversite Kütüphanelerinde Toplam Kalite Yönetimi ve Bir Model

The huge advances in transportation and communications that took place in the last quarter of the 20th century had great effects on the management policies and strategies of service enterprises. Total Quality Management (TQM) is a modern, effective management method that emerged as an alternative to classical management attitudes and practices that continue to transform business practices. In TQM, consideration of the expectations of internal and external users is the basis of management procedures, as are the aims of having informed and responsible employees and using teamwork to constantly improve the quality of all procedures. This study discusses the importance of Total Quality Management for university libraries as service enterprises, the reasons for their implementation of TQM, and finally the applicability of the EFQM Excellence Model in university libraries

Digital collections of the Sabancı University Information Center

Digital collections are one of the most important aspects of the information world today. Sabancı University Information Center is a four year old young institution. Its motto is to access versus ownership to information and resources. This philosophy has been taken into consideration during the planning and development of collections. The following collections have been developed and organized under the umbrella "Digital Collections" such as: E-Journal, E-Book, E-Thesis, E-Lit, E-Reserve, Digital Album of University construction photos, Slide Collection, Newspaper Clipping of University History Collection and Table of Contents of Books. This paper explains steps of the activities during the development and organization of digital collections, state of art, problems faced and projects of the Sabancı University Information Center planned for the future

E-Literature: Sabancı Üniversitesi Kurumsal Arşivi (Araştırma Veritabanı)

1998 yılında başlayan ve Sabancı Üniversitesi kurumsal arşivi olarak adlandırılan, öğretim üyeleri, çalışanlar ve öğrencilerin çalışmalarını içeren "E-Literature" (Araştırma Veritabanı) oluşturulurken yaşanılanlar, edinilen deneyimler, varılan nokta ve planlananlar anlatılmaktadır

E-Literature: Sabancı Üniversitesi Kurumsal Arşivi (Araştırma Veritabanı)

E-Literature (research database) is Sabancı University’s institutional repository and it covers work of university's faculty, students and staff members. Experience of its establishment from 1998 to April 2008 is explored in this presentation

E-Literature: Sabancı Üniversitesi Kurumsal Arşivi (Araştırma Veritabanı)

E-Literature (research database) is Sabancı University’s institutional repository and it covers work of university's faculty, students and staff members. Experience of its establishment from 1998 to April 2008 is explored in this presentation

Üniversite Kütüphanelerinde Toplam Kalite Yönetimi ve Bir Model

The huge advances in transportation and communications that took place in the last quarter of the 20th century had great effects on the management policies and strategies of service enterprises. Total Quality Management (TQM) is a modern, effective management method that emerged as an alternative to classical management attitudes and practices that continue to transform business practices. In TQM, consideration of the expectations of internal and external users is the basis of management procedures, as are the aims of having informed and responsible employees and using teamwork to constantly improve the quality of all procedures. This study discusses the importance of Total Quality Management for university libraries as service enterprises, the reasons for their implementation of TQM, and finally the applicability of the EFQM Excellence Model in university libraries

Konsorsiyumlarda elektronik kitap sağlama modelleri ve Türkiye örneği: eBrary

Bu bildiride e-kitap dünyasında uygulanan konsorsiyum modelleri ve bir uygulama örneği olarak 2003 yılından itibaren devam eden "ANKOS-Ebrary Konsorsiyumu" ve bu konsorsiyum sonucunda, e-kitap kullanım alışkanlıklarının Türkiye'deki durumu irdelenmektedir

Application of EFQM excellence model to the Sabancı University IC

The European Foundation for Quality Management [EFQM] is an organization, which aims to encourage institutions to achieve their work successfully through total quality management. The EFQM Excellence Model is a tool designed to help organizations to see their own strengths and weaknesses, and to bring impetus to improvement activities. Sabanci University, a private University in Istanbul, as the first applicant university in Turkey, submitted its application for membership to EFQM in 1998 and was accepted. In accordance with membership rules, all processes of the Sabanci University Information Center have been implemented in line with EFQM Excellence Model.This paper explains the works planned and done by the Sabanci University Information Center with the criteria of this model in order to see state of the art and decide on the targets for today and the future