ІНФОРМАЦІЙНІ ТЕХНОЛОГІЇ ЯК МЕТОД ПІДТРИМКИ СИСТЕМИ УПРАВЛІННЯ ЯКІСТЮ БІБЛІОТЕЧНИХ ТА АРХІВНИХ УСТАНОВ

The application of the monitoring procedure is an integral part of the quality management system of archival and library institutions. The purpose of the article is to study the process of quality monitoring of the overall quality management system through the prism of information technologies. A monitoring system of high-quality information support for research in library and archival institutions has been developed, which ensures compliance with the requirements of quality management systems in accordance with ISO 9000 international standards. The degree of stakeholder satisfaction is determined through electronic surveys. An analysis of the factors affecting the quality of activities of library and archival institutions was carried out using the Ishikawa diagram. According to the Ishikawa diagram, it is proposed to distinguish the following components of quality: the process of high-quality information support, the process of reengineering and maximum automation, and the process of direct provision of library and archival services. The most common nonconformities regarding the quality of libraries’ and archives’ activities have been identified, and a Pareto diagram was constructed, which demonstrates that the greatest contribution to the overall nonconformity is made by the indicator of understanding customer requests. As a result, the advantages and disadvantages of monitoring the quality management system of a library or archival institution were revealed. The data obtained in the monitoring process serve as sources of information for corrective actions and risk analysis, which in turn contributes to the continuous improvement of library and archival institutions.