Planning in information units: quality in service operations at SENAC Florianópolis Library
Keywords:
Information units, Strategic planning, Service managementAbstract
This article aims to present and articulate important concepts for defining and applying operations strategies in information unit services, emphasizing the importance of situational analysis for defining strategies. In this article, the SENAC Florianópolis Library was used as a reference for the practical application of this planning methodology as a process for improving the services, products and environments of information units. To build the plan, the information unit's mission was used as a reference, complemented by a situational analysis based on the SWOT Analysis and Porter's Five Forces. Based on the information unit's mission, the situational analysis and the theoretical framework for building the plan, a survey of internal users was applied, which together resulted in actions to be implemented according to the institution's interests and resources.
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