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A Study on the Improvement for Archives Service Quality of Central Government Agencies Using QFD

  • The Korean Journal of Archival Studies
  • 2018, (58), pp.263-297
  • DOI : 10.20923/kjas.2018.58.263
  • Publisher : Korean Society Of Archival Studies
  • Research Area : Interdisciplinary Studies > Library and Information Science
  • Received : September 28, 2018
  • Accepted : October 15, 2018
  • Published : October 31, 2018

Lee Su Jin 1 Son,Enu Jeong 1 Lee, Sook Hee 1 HyoJung Oh 1

1전북대학교

Accredited

ABSTRACT

Archives of Government-Affiliated Organizations have responsibility for collecting and preserving valuable records produced during the business processes of their work and for actively serving users at the same time. This study applied Quality Function Deployment(QFD) techniques to analyzing user’s actual requirements and proposing improvements for the archives service quality of central government agencies. In order to derive the components of the QFD, a survey was conducted among internal users of records centers in six central government agencies, as well as a literature study and interviews with working-level records researcher were also conducted. Afterwards, The House of Quality(HoQ) was constructed based on the user’s requirements and technical characteristics derived, and the importance and priority of the recorder service technical characteristics were derived based on it. Based on the results, archives service of central government agencies should focus on improving the usability of records for internal user. Especially, it was confirm that the support for searching, reading and borrowing services should be strengthened.

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This paper was written with support from the National Research Foundation of Korea.