| Under the background of the transformation of governmental functions,the provincial library society should manage the readers'complaints in an integrated manner,find out the problems existing in the daily operation of the library,supervise the service quality of the library industry,and cooperate with superior authorities to do well in the administrative management of the library.Through the questionnaire survey method,this thesis identifies the main problem of readers' complaints,that is the library resources cannot fully satisfy the readers' needs;Through interviews with the librarians,this thesis analyzes the problem existing in the platform and process of readers' complaints management.The problem is that there is no specialized third party to deal with and supervise the complaint management,which can be disorderly and random.Based on Complaint Management Theory and Business Process Reengineering Theory,and combined with existing problems in library complaint management,this thesis draws the blueprint of library society,designs the organizational structure to manage readers' complaints,reengineers the corresponding process flow and treatment scheme according to the severity of readers' complaints,and coordinate the hardware resources of library and the intellectual resources of librarians in F province to cope with readers' complaints.This thesis reengineered the management process of reader complaints from the perspective of the library society.It aims to explore how the library society can undertake government functions and use the information platform to collect readers' complaints and use this information as a starting point to explore ways to manage and improve the quality of library services.Thus,it will motivate readers to choose library information service actively and help libraries form a good reputation and maybe a group effect,which can gain huge social benefits,and even obtain the corresponding economic benefits if the policy allows. |
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