This work aims at analysing the organization and the processes that exist in the Library Centres of the University of Pisa, from the point of view of an improvement in efficiency and quality of the service being supplied. Processes and activities will be analysed in order to understand their adequacy in comparison with the specifications fixed in advance, and with the satisfaction of patrons/users considered as those who use the final output that has been accomplished. The focus will be on the most critical processes being carried out in the “administrative secretariats” of Cost centres (in which the Libraries Department of the University is subdivided), starting point for every possible ameliorative action towards a better organization of the work and the activities.
Supervisor of the thesis is Arianna Pitzalis, the academic year is 2005/2006
