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666\margb146
\pard\li346\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-213\slmult0 \fs18
\cf0\par\pard\li346\ri0\sl-333\slmult0 \fs28\cf0\f0\charscalex100\b {Indicadores
de rendimiento para la evaluacin}\b0 \par\pard\li346\ri0\sl-333\slmult0 \fs28\cf
0\f0\charscalex100\b {de un servicio de bases de datos en lnea}\b0 \par\pard\li34
6\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-213\slmult0 \fs18\cf0\par\p
ard\li346\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-213\slmult0 \fs20\c
f0\f0\charscalex100\b {Luis Puente Lanzarote}\b0 \par\pard\li346\ri0\sl-240\slmu
lt0 \fs20\cf0\f0\charscalex100\b {Carlos del Campo Hilario}\b0 \par\pard\li346\r
i0\sl-240\slmult0 \fs20\cf0\f0\charscalex100\b {Manuel Ruiz de Luzuriaga Pea}\b0
\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f1\charscalex100 {Biblioteca de la
Universidad Pblica de Navarra}\par\pard\li346\ri0\sl-213\slmult0 \fs18\cf0\par\pa
rd\li346\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-213\slmult0 \fs18\cf
0\par\pard\li346\ri0\sl-253\slmult0 \fs20\cf0\f0\charscalex100\b {0.1. Resumen}\

b0 \par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {Se presenta el


modelo de evaluacin del servicio de bases de datos en lnea}\par\pard\li346\ri0\sl
-240\slmult0 \fs20\cf0\f0\charscalex100 {elaborado por la O\uc1\u64257Xcina de R
eferencia de la Biblioteca de la Universidad Pblica}\par\pard\li346\ri0\sl-240\sl
mult0 \fs18\cf0\f0\charscalex100 {de Navarra. El modelo se inici con la de\uc1\u6
4257X}\fs18\cf0\f0\charscalex100 {nicin de un conjunto de indicadores}\par\pard\l
i346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {de rendimiento y se desarrol
l en tres fases: recogida de datos sobre el entorno,}\par\pard\li346\ri0\sl-240\s
lmult0 \fs18\cf0\f0\charscalex100 {los recursos, productos y actividades del ser
vicio; clculo de los valores de los}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\
f0\charscalex100 {indicadores \uc1\u8212X clasi\uc1\u64257Xcados en siete catego
ras, a saber, economa, penetracin de}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f
0\charscalex100 {mercado, e\uc1\u64257Xciencia, e\uc1\u64257Xcacia, coste-e\uc1\
u64257Xcacia, costes y productividad \uc1\u8212X; y anlisis}\par\pard\li346\ri0\s
l-240\slmult0 \fs20\cf0\f0\charscalex100 {e interpretacin de los valores de estos
indicadores.}\par\pard\li680\ri0\sl-306\slmult0 \fs18\cf0\f0\charscalex100\b {P
alabras clave:}\b0 { }\fs18\cf0\f0\charscalex100 {Evaluacin. Bases de datos en lne
a. Indicadores de rendi-}\par\pard\li346\ri0\sl-226\slmult0 \fs18\cf0\f0\charsca
lex100 {miento. Control del rendimiento. Servicios bibliotecarios. Gestin de bibl
iotecas.}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {Calidad.
Bibliotecas universitarias. Satisfaccin del usuario.}\par\pard\li346\ri0\sl-213\
slmult0 \fs18\cf0\par\pard\li346\ri0\sl-280\slmult0 \fs20\cf0\f0\charscalex100\b
{0.2. Abstract}\b0 \par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex10
0 {An evaluation model for online database services, developed in the}\par\pard\
li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {Universidad Pblica de Navarr
a (Spain) library reference service, is presented.}\par\pard\li346\ri0\sl-240\sl
mult0 \fs18\cf0\f0\charscalex100 {The project was initiated with the de\uc1\u642
57Xnition of a set of indicators and was deve-}\par\pard\li346\ri0\sl-240\slmult
0 \fs20\cf0\f0\charscalex100 {loped in three stages: collection of data about th
e environment, resources, pro-}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\c
harscalex100 {ducts and activities of the service; statistics calculation; and a
nalysis and inter-}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100
{pretation of the information.}\par\pard\li680\ri0\sl-306\slmult0 \*\tx1786\fs1
8\cf0\f0\charscalex100\b {Keywords:}\b0 \tab \fs18\cf0\f0\charscalex100 {Evaluat
ion. Online databases. Performance indicators.}\par\pard\li346\ri0\sl-226\slmult
0 \fs18\cf0\f0\charscalex100 {Performance measurement. Library services. Library
management. Quality.}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex
100 {University libraries. User satisfaction.}\par\pard\li346\ri0\sl-213\slmult0
\fs18\cf0\par\pard\li346\ri0\sl-280\slmult0 \fs20\cf0\f0\charscalex100\b {1. An
tecedentes y objetivo}\b0 \par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charsc
alex100 {Este artculo presenta el resultado de un proyecto llevado a cabo en la O
\uc1\u64257Xcina}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {
de Referencia de la Biblioteca de la Universidad Pblica de Navarra durante}\par\p
ard\li386\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li386\ri0\sl-306\slmult0 \fs18\c
f0\f0\charscalex100\i {Scire. 7 : 1 (en.-jun. 2001) 89-114.}\i0 \par\pard\sect\
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\margtsxn666\margbsxn146\pard\li360\ri0\sl-226\slmult0 \*\tx880\fs20\cf0\f0\char
scalex100\b {90}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del C
ampo y Manuel Ruiz de Luzuriaga}\i0 \par\pard\li346\ri0\sl-213\slmult0 \fs18\cf0
\par\pard\li346\ri0\sl-226\slmult0 \fs20\cf0\f0\charscalex100 {1999. Denominado
ISABEL (Indicadores Sobre el Acceso a Bases En Lnea), el}\par\pard\li346\ri0\sl-2
40\slmult0 \fs18\cf0\f0\charscalex100 {proyecto consisti en el diseo de un sistema
de evaluacin para el Servicio de}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0
\charscalex100 {Acceso a Bases de Datos en Lnea (SABDL) de la biblioteca universi
taria.}\par\pard\li346\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-280\sl
mult0 \fs20\cf0\f0\charscalex100\b {2. Metodologa del proyecto}\b0 \par\pard\li68
0\ri0\sl-280\slmult0 \fs20\cf0\f0\charscalex100 {El proyecto comenz con una ampli
a revisin bibliogr\uc1\u64257Xca. En primer lugar}\par\pard\li346\ri0\sl-240\slmul
t0 \fs20\cf0\f0\charscalex100 {se intent localizar las normativas o directrices,
tanto nacionales como interna-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\c
harscalex100 {cionales, que hubiesen podido establecer unos criterios de evaluac
in precisos y}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {comnm
ente aceptados, aplicables a los SABDL. Tambin se intent revisar la}\par\pard\li34
6\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {bibliografa existente sobre eval
uacin, tanto sobre bibliotecas en general, como}\par\pard\li346\ri0\sl-240\slmult
0 \fs18\cf0\f0\charscalex100 {sobre servicios bibliotecarios: en especial servic
ios de referencia y SABDL. La}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\ch
arscalex100 {revisin bibliogr\uc1\u64257Xca no aport normativas, directrices ni par
adigmas aceptables}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100
{para la evaluacin de los SABDL, por lo cual se decidi construir un modelo o}\par
\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {marco de anlisis, basnd
olo en el esquema}{ }\fs20\cf0\f0\charscalex100\i {input-output-outcomes}\i0 \fs
20\cf0\f0\charscalex100 {, ampliamen-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\c
f0\f0\charscalex100 {te documentado en la literatura econmica y bibliotecaria. Un
a vez decidido el}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100
{modelo de anlisis se procedi a elaborar unos indicadores de rendimiento, que}\par
\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {se integran en el mis
mo y lo dotan de contenido.}\par\pard\li346\ri0\sl-213\slmult0 \fs18\cf0\par\par
d\li346\ri0\sl-280\slmult0 \fs20\cf0\f0\charscalex100\b {3. Gestin de calidad, ev
aluacin e indicadores de rendimiento}\b0 \par\pard\li680\ri0\sl-293\slmult0 \fs20

\cf0\f0\charscalex100 {En la literatura profesional se constata un inters recurre


nte por aplicar en las}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscale
x100 {bibliotecas y servicios de informacin en general los principios de gestin y
eva-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {luacin desarr
ollados a partir de modelos generados en los sectores empresaria}\fs18\cf0\f0\ch
arscalex100 {-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {le
s e industriales (1). La gestin de calidad \uc1\u8212Xy otros conceptos relaciona
dos con}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {ella, com
o TQM, benchmarking, etc.\uc1\u8212X, pese a un cierto carcter ambiguo y poli}\fs
18\cf0\f0\charscalex100 {-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\chars
calex100 {smico, suele ser de\uc1\u64257Xnida en trminos de planteamiento \uc1\u64
257Xlos\uc1\u64257Xco o \uc1\u64257Xlosofa de}\par\pard\li346\ri0\sl-240\slmult0 \
fs18\cf0\f0\charscalex100 {gestin \uc1\u8220Xque impregna y reorienta todos los c
omponentes de la organizacin\uc1\u8221X}\par\pard\li346\ri0\sl-240\slmult0 \fs18\
cf0\f0\charscalex100 {(Garca-Morales, 1995, p.10). Tiene que ver con la mejora in
tegral de una orga}\fs18\cf0\f0\charscalex100 {-}\par\pard\li346\ri0\sl-240\slmu
lt0 \fs18\cf0\f0\charscalex100 {nizacin, con la mejora de los procesos y los prod
uctos, con la optimacin de los}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\ch
arscalex100 {recursos humanos, con la e\uc1\u64257X}\fs18\cf0\f0\charscalex100 {
cacia interna, con la rede\uc1\u64257Xnicin de funciones y de}\par\pard\li346\ri0
\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {responsabilidades, con el establecim
iento de indicadores que evalen el nivel de}\par\pard\li346\ri0\sl-240\slmult0 \f
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\margtsxn666\margbsxn146\pard\li400\ri0\sl-226\slmult0 \*\tx6520\fs18\cf0\f0\cha
rscalex100\i {Indicadores de rendimiento para la evaluacin de un servicio de base
s de datos \uc1\u8230X}\i0 \tab \fs20\cf0\f0\charscalex100\b {91}\b0 \par\pard\l
i346\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-226\slmult0 \fs18\cf0\f0
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\uc1\u64257Xcados se expli-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\char
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dquiere diferente signi\uc1\u64257Xcado segn la forma o tcni-}\par\pard\li346\ri0\
sl-240\slmult0 \fs20\cf0\f0\charscalex100 {ca que se emplee: indicadores, encues
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\f0\charscalex100 {Del examen de la bibliografa, se pueden diferenciar varias lnea
s de actua-}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {cin a
la hora de evaluar servicios de biblioteca:}\par\pard\li680\ri0\sl-306\slmult0 \
fs18\cf0\f0\charscalex100 {\uc1\u8226X La simple recopilacin de}{ }\fs18\cf0\f0\c
harscalex100\i {datos estadsticos}\i0 \fs18\cf0\f0\charscalex100 {: Un ejemplo so
n las estadsti-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {ca
s de Rebiun (2), o el seguimiento de la norma UNE-EN-ISO 2789.}\par\pard\li680\r
i0\sl-293\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs16\cf0
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:Se trata de cuanti\uc1\u64257Xcar una variable representa-}\par\pard\li826\ri0\
sl-240\slmult0 \fs20\cf0\f0\charscalex100 {tiva de un aspecto del rendimiento de
l servicio. Se dispone de una serie de}\par\pard\li826\ri0\sl-240\slmult0 \fs20\
cf0\f0\charscalex100 {directrices, recomendaciones o guas generales que han impul
sado el desa-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {rro
llo de indicadores de rendimiento: las directrices de la IFLA (Poll,}\par\pard\l
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1990), la norma ISO 11620 y su equivalen-}\par\pard\li826\ri0\sl-240\slmult0 \f
s20\cf0\f0\charscalex100 {te UNE 50137, el estudio impulsado por la DG XIII de l
a Comisin}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {Europea
(Ward, 1995), los indicadores de SCONUL (SCONUL, 1992), los}\par\pard\li826\ri0\
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., 1995) para las bibliotecas}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\ch
arscalex100 {pblicas, la normativa ACRL (ACRL, 1994), las directrices para biblio
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n cuenta al usuario y al entorno informativo.}\par\pard\li680\ri0\sl-293\slmult0
\fs18\cf0\f0\charscalex100 {\uc1\u8226X Apoyos y colaboraciones con otras disci
plinas como la estadstica, la eco-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f
0\charscalex100 {noma, la gestin empresarial, etc.}\par\pard\li680\ri0\sl-306\slmu
lt0 \fs18\cf0\f0\charscalex100 {No obstante, a pesar de las inde\uc1\u64257Xnici
ones terminolgicas, apenas enuncia-}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\
f0\charscalex100 {das, y de la diversidad de propuestas metodolgicas que pueden d
ocumentarse,}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {como
ha sealado, por ejemplo, R. Cullen (1999, p.12-13), las cuestiones meto-}\par\pa
rd\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {dolgicas son menos signif
icativas que el hecho de que las organizaciones se}\par\pard\li346\ri0\sl-240\sl
mult0 \fs18\cf0\f0\charscalex100 {estn esforzando en su propia evaluacin, vinculndo
la a la mejora de la calidad}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\cha
rscalex100 {de sus servicios, a la toma de decisiones y a la asignacin de recurso
s, retroali-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {mentn
dose de sus esfuerzos evaluadores. En este contexto, la evaluacin del}\par\pard\l
i346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {rendimiento de un servicio p
uede considerarse como un componente de la}\par\pard\li346\ri0\sl-240\slmult0 \f
s18\cf0\f0\charscalex100 {implantacin de un sistema de gestin de calidad, que perm
itira conocer de for-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex1
00 {ma cuantitativa el grado de cumplimiento de unos objetivos marcados (Poll,}\
par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {1998). Otras propu
estas metodolgicas consideran la evaluacin del rendimiento}\par\pard\li346\ri0\sl240\slmult0 \fs18\cf0\f0\charscalex100 {en un sentido ms genrico, equiparndola a lo
que se entiende por gestin de}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\ch

arscalex100 {calidad, e incardinndola en un enfoque de toma de decisiones. Esta e


s, por ejem}\fs18\cf0\f0\charscalex100 {-}\par\pard\li346\ri0\sl-240\slmult0 \fs
20\cf0\f0\charscalex100 {plo, la perspectiva utilizada en el proyecto CAMILE (Bl
agden, 1997) (3).}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100
{Nuestra propuesta sigue el primer enfoque: Consideramos la evaluacin}\par\pard\l
i346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {como una parte del proceso d
e mejora y gestin de la calidad en los servicios. A}\par\pard\li346\ri0\sl-240\sl
mult0 \fs18\cf0\f0\charscalex100 {su vez, nos hemos decidido por un tipo concret
o de evaluacin: la evaluacin del}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\c
harscalex100 {rendimiento a travs de indicadores de rendimiento. Esta eleccin ha v
enido}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {determinada
por una serie de factores:}\par\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\f0\char
scalex100 {\uc1\u8226X }\fs20\cf0\f0\charscalex100 {La evaluacin a travs de indica
dores de rendimiento es la opcin mejor}\par\pard\li826\ri0\sl-240\slmult0 \fs20\c
f0\f0\charscalex100 {documentada, tanto en el mbito terico como normativo, as como
a tra-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {vs de estud
ios llevados a la prctica.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charsc
alex100 {\uc1\u8226X Esta opcin permite cumplir una serie de condicionantes que n
os planteamos}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {a p
riori: que la recogida de datos y el mantenimiento y anlisis de los mismos}\par\p
ard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {se puedan realizar dent
ro del propio servicio; que el proyecto se pueda apli-}\par\pard\li826\ri0\sl-24
0\slmult0 \fs20\cf0\f0\charscalex100 {car de forma inmediata; que el modelo de e
valuacin pueda repetirse de for}\fs20\cf0\f0\charscalex100 {-}\par\pard\li826\ri0
\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {ma casi rutinaria en aos posteriores;
que no suponga una carga excesiva}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\
f0\charscalex100 {para el servicio; y que no sea demasiado exigente para los usu
arios.}\par\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex100 {A pesar de
esta eleccin, hemos seguido atentamente la literatura sobre otros}\par\pard\li34
6\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {modelos de evaluacin, en especia
l la evaluacin del servicio basada en las}\par\pard\li3986\ri0\sl-213\slmult0 \fs
18\cf0\par\pard\li3986\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li3986\ri0\sl-160\s
lmult0 \fs18\cf0\f0\charscalex100\i {Scire. 7 : 1 (en.-jun. 2001) 89-114.}\i0 \
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\margtsxn666\margbsxn146\pard\li400\ri0\sl-226\slmult0 \*\tx6520\fs18\cf0\f0\cha
rscalex100\i {Indicadores de rendimiento para la evaluacin de un servicio de base
s de datos \uc1\u8230X}\i0 \tab \fs20\cf0\f0\charscalex100\b {93}\b0 \par\pard\l
i346\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-226\slmult0 \fs18\cf0\f0
\charscalex100 {expectativas del usuario (SERVQUAL) y los incipientes estudios s
obre la medi-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {cin
del impacto de los servicios. La decisin de no seguir estas vas ha estado}\par\par
d\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {motivada por su escasa im
plantacin y documentacin, y las excesivas exigen-}\par\pard\li346\ri0\sl-240\slmul
t0 \fs18\cf0\f0\charscalex100 {cias para el servicio y los usuarios. No obstante
, recomendamos un atento segui-}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\
charscalex100 {miento del desarrollo de estos modelos en el futuro.}\par\pard\li
680\ri0\sl-293\slmult0 \fs18\cf0\f0\charscalex100 {Por ltimo, sealar que los indic
adores de rendimiento que se han desarro-}\par\pard\li346\ri0\sl-240\slmult0 \fs
18\cf0\f0\charscalex100 {llado hay que encuadrarlos en un contexto, fuera del cu
al algunos pueden perder}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charsca
lex100 {sentido y significado; este contexto es un SABDL (teledocumentacin, segn}\
par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {otras denominacion
es), que presenta las siguientes caractersticas:}\par\pard\li680\ri0\sl-306\slmul
t0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X Est insertado en el servicio de refere
ncia de una biblioteca universitaria.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\c
f0\f0\charscalex100 {\uc1\u8226X El personal que atiende el SABDL no se dedica e
n exclusiva a l.}\par\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex100 {\
uc1\u8226X Tiene carcter complementario respecto de los otros servicios prestados
en}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {el servicio d
e referencia.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {\uc
1\u8226X Est dirigido slo a una parte de la comunidad universitaria.}\par\pard\li6
80\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X }\fs20\cf0\f0\char
scalex100 {Las bsquedas las realizan los bibliotecarios.}\par\pard\li346\ri0\sl-2
13\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-280\slmult0 \fs20\cf0\f0\charscalex10
0\b {4. Modelo de Evaluacin}\b0 \par\pard\li680\ri0\sl-280\slmult0 \fs20\cf0\f0\c
harscalex100 {El propsito inicial del proyecto que estamos presentando era el de
propor-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {cionar un
os instrumentos que sirviesen para evaluar el rendimiento de un}\par\pard\li346\
ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {SABDL y para la toma de decisione
s referidas al mismo. El modelo de evalua-}\par\pard\li346\ri0\sl-240\slmult0 \f
s18\cf0\f0\charscalex100 {cin por el que optamos, como ya se anunci antes, se basa
en la de\uc1\u64257Xnicin de}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\cha
rscalex100 {unos indicadores de rendimiento, que nos ofrecern informacin sobre el
funcio}\fs18\cf0\f0\charscalex100 {-}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf
0\f0\charscalex100 {namiento del servicio y sobre su e\uc1\u64257X}\fs20\cf0\f0\
charscalex100 {cacia.}\par\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex
100 {Un indicador de rendimiento puede de\uc1\u64257X}\fs20\cf0\f0\charscalex100
{nirse, siguiendo las directrices de la}\par\pard\li346\ri0\sl-240\slmult0 \fs1
8\cf0\f0\charscalex100 {IFLA, como una \uc1\u8220Xproposicin cuanti\uc1\u64257Xca
da utilizada para evaluar y comparar el}\par\pard\li346\ri0\sl-240\slmult0 \fs18

\cf0\f0\charscalex100 {rendimiento de una biblioteca en el cumplimiento de sus o


bjetivos\uc1\u8221X, especial}\fs18\cf0\f0\charscalex100 {-}\par\pard\li346\ri0\
sl-240\slmult0 \fs18\cf0\f0\charscalex100 {mente de\uc1\u64257Xnidos \uc1\u8220X
en trminos de necesidades de los usuarios\uc1\u8221X (Poll, 1998, p. 20).}\par\pa
rd\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {Como ya se coment anterio
rmente, nuestra comunicacin no presenta y no}\par\pard\li346\ri0\sl-240\slmult0 \
fs18\cf0\f0\charscalex100 {es equiparable a un sistema de gestin de calidad. Este
es un concepto que impli-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\chars
calex100 {cara ms aspectos que los que aqu se tratan, y que debiera superar el mbito
de}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {un servicio t
an circunscrito como el nuestro y enmarcarse, al menos, en un estilo}\par\pard\l
i346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {de gestin de toda la Bibliote
ca.}\par\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex100 {Partimos tamb
in del criterio de que no existe una correspondencia unvoca}\par\pard\li346\ri0\sl
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uacin. En la literatura, a veces, se usan}\par\pard\li346\ri0\sl-240\slmult0 \fs1
8\cf0\f0\charscalex100 {como equivalentes los trminos medida del rendimiento y ev
aluacin, pero pen-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100
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nto, y los juicios de valor, que son los que conforman la evaluacin}\par\pard\li3
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\margtsxn666\margbsxn146\pard\li360\ri0\sl-226\slmult0 \*\tx880\fs20\cf0\f0\char
scalex100\b {94}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del C
ampo y Manuel Ruiz de Luzuriaga}\i0 \par\pard\li346\ri0\sl-213\slmult0 \fs18\cf0
\par\pard\li346\ri0\sl-226\slmult0 \fs20\cf0\f0\charscalex100 {p. 9), consideram
os que los indicadores de rendimiento contribuirn al proceso de}\par\pard\li346\r
i0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {evaluacin del servicio, pero \uc1\u
8220Xevaluaci\uc1\u8221Xn es un trmino ms amplio que designa}\par\pard\li346\ri0\sl
-240\slmult0 \fs18\cf0\f0\charscalex100 {la valoracin del rendimiento. Las direct
rices de la IFLA tambin apuntan en este}\par\pard\li346\ri0\sl-240\slmult0 \fs18\
cf0\f0\charscalex100 {sentido cuando, al tratar sobre la interpretacin de las med
idas de rendimiento,}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex1
00 {junto con otras consideraciones, sealan que los indicadores nicamente pueden}\
par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {mostrar un rendimi
ento alto o bajo, pueden quiz ayudar a identi\uc1\u64257Xcar las causas de}\par\p
ard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {un rendimiento bajo, pe
ro \uc1\u8220Xa menudo, ser necesario una investigacin adicional}\par\pard\li346\r
i0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {para encontrar las causas\uc1\u822
1X (Poll, 1998, p. 26).}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscal
ex100 {Nuestro modelo de indicadores de rendimiento no es tampoco equiparable al
}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {cumplimiento de
unas normas preestablecidas. En parte de la literatura consultada,}\par\pard\li3
46\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {cuando se desarrollan indicado
res de rendimiento, se seala la necesidad de esta-}\par\pard\li346\ri0\sl-240\slm
ult0 \fs18\cf0\f0\charscalex100 {blecer una serie de objetivos para, posteriorme
nte, evaluar los indicadores obteni-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf
0\f0\charscalex100 {dos de acuerdo con la consecucin o no de estos objetivos pre\
uc1\u64257Xjados. Estos objeti-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\
charscalex100 {vos se han denominado \uc1\u8220Xestndares de ejecucin satisfactori
a\uc1\u8221X (Salgueiro, 1998).}\par\pard\li346\ri0\sl-240\slmult0 \fs16\cf0\f0\
charscalex100 {No obstante, ste no es el nico planteamiento documentado, y no siem
pre se esta-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {blec
e una equiparacin a priori de los indicadores de rendimiento con normas u}\par\pa
rd\li346\ri0\sl-240\slmult0 \fs16\cf0\f0\charscalex100 {objetivos preestablecido
s. sta es, por ejemplo, la tesis que sustenta C. Abbott, para}\par\pard\li346\ri0
\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {quien, aunque hay una conexin entre i
ndicadores de rendimiento y normas, la}\par\pard\li346\ri0\sl-240\slmult0 \fs18\
cf0\f0\charscalex100 {relacin debe ser creada en la etapa de interpretacin, no al
comenzar la tarea; y}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex1
00 {aade que: \uc1\u8220Xembarcarse en el desarrollo de indicadores de rendimient
o con unas}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {ideas
preconcebidas de normas u objetivos preestablecidos, puede ser desorienta}\fs18\
cf0\f0\charscalex100 {-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscal
ex100 {dor y contraproducente\uc1\u8221X (Abbott, 1994, p. 9). Utilizando una lne
a de argumenta-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {c
in similar, Cotta-Schnberg (1995), en el sistema de evaluacin diseado para la}\par\p
ard\li346\ri0\sl-240\slmult0 \fs16\cf0\f0\charscalex100 {Copenhagen Business Sch
ool Library, relega a una tercera fase la cuestin de si los}\par\pard\li346\ri0\s
l-240\slmult0 \fs18\cf0\f0\charscalex100 {resultados obtenidos corresponden a un
os objetivos pre\uc1\u64257X}\fs18\cf0\f0\charscalex100 {jados. Tras una primera
}\par\pard\li346\ri0\sl-240\slmult0 \fs16\cf0\f0\charscalex100 {fase dedicada a
la medida del rendimiento (\uc1\u8220Xqu estamos haciendo?\uc1\u8221X), una segun}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {da de evaluacin (
\uc1\u8220Xlo estamos haciendo bien?\uc1\u8221X), le sigue una tercera de diseo}\p
ar\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {estratgico (\uc1\u82
20Xestamos haciendo lo que queremos hacer?\uc1\u8221X), en la que se formular-}\pa

r\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {an claramente los cr


iterios de valor objetivos a utilizar, ya sean normas o estnda}\fs18\cf0\f0\chars
calex100 {-}\par\pard\li346\ri0\sl-240\slmult0 \fs16\cf0\f0\charscalex100 {res,
niveles de \uc1\u8220Xmejores prcticas\uc1\u8221X o metas por alcanzar. Su modelo
acaba con una}\par\pard\li346\ri0\sl-240\slmult0 \fs16\cf0\f0\charscalex100 {lti
ma fase de accin correctora (\uc1\u8220Xqu queremos cambiar?\uc1\u8221X). Si los re
sultados son}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {nega
tivos, hay tres vas para la correccin: revisar las propias medidas de rendi-}\par\
pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {miento, replantearse l
os objetivos y reforzar o cambiar los procedimientos.}\par\pard\li680\ri0\sl-306
\slmult0 \fs20\cf0\f0\charscalex100 {Incluso en aquellos casos en los que se seal
a la necesidad de \uc1\u64257Xjar objetivos}\par\pard\li346\ri0\sl-240\slmult0 \
fs18\cf0\f0\charscalex100 {preestablecidos a los indicadores, no se proporcionan
ni ejemplos ni pautas para}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\char
scalex100 {determinarlos. De los diferentes modelos analizados el que mejor inte
gra, en un}\par\pard\li346\ri0\sl-240\slmult0 \fs16\cf0\f0\charscalex100 {marco
conceptual homogneo, los diversos elementos que entran en juego (estads}\fs16\cf0\
f0\charscalex100 {-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex10
0 {ticas, relaciones entre ellas, indicadores), es el propuesto por C. Abbott (1
994) (4).}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {Partimo
s de considerar una serie de estadsticas referidas a varios aspectos:}\par\pard\l
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se desarrolla el servicio; los recursos de que dispo-}\par\pard\li3986\ri0\sl-2
13\slmult0 \fs18\cf0\par\pard\li3986\ri0\sl-200\slmult0 \fs18\cf0\f0\charscalex1
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\margtsxn666\margbsxn146\pard\li360\ri0\sl-226\slmult0 \*\tx880\fs20\cf0\f0\char
scalex100\b {96}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del C
ampo y Manuel Ruiz de Luzuriaga}\i0 \par\pard\li346\ri0\sl-213\slmult0 \fs18\cf0
\par\pard\li346\ri0\sl-226\slmult0 \fs20\cf0\f0\charscalex100 {cios sobre el ren
dimiento del servicio, pero no sern sustitutos de esos juicios. A}\par\pard\li346
\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {partir de los indicadores se nec
esitar interpretarlos antes de que pueda sustanti-}\par\pard\li346\ri0\sl-240\slm
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ar\pard\li680\ri0\sl-213\slmult0 \fs20\cf0\f0\charscalex100 {Se han de\uc1\u6425
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ias para contextualizar los datos del mismo. Medidas de este}\par\pard\li826\ri0
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soportes alternativos}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex
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rscalex100 {: Son los}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex
100 {recursos materiales y humanos que utiliza el servicio. Las medidas que se}\
par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {tendrn en cuenta so
n el personal que atiende el servicio, las bases de datos}\par\pard\li826\ri0\sl
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ntervalo de tiempo transcurrido desde la}\par\pard\li826\ri0\sl-240\slmult0 \fs2
0\cf0\f0\charscalex100 {formulacin de las consultas hasta su resolucin, y el tiemp
o efectivo que}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {oc
upa la realizacin de las consultas}\par\pard\li680\ri0\sl-306\slmult0 \*\tx826\fs
18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs16\cf0\f0\charscalex100\i {Estadstic
as referidas a los servicios, productos o actividades}\i0 \fs18\cf0\f0\charscale
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par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {cuenta su calidad
ni la adecuacin a unos objetivos determinados.}\par\pard\li826\ri0\sl-240\slmult0
\fs20\cf0\f0\charscalex100 {Podramos denominarlos como la produccin bruta del ser
vicio, e incluyen}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100
{aspectos como el nmero de consultas, de registros obtenidos en las mis-}\par\par
d\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {mas o de usuarios atendid
os.}\par\pard\li680\ri0\sl-293\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\
u8226X}\tab \fs16\cf0\f0\charscalex100\i {Estadsticas referidas a los resultados
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os (que se explican con detalle en el siguiente aparta-}\par\pard\li346\ri0\sl-2
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scalex100\b {98}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del C
ampo y Manuel Ruiz de Luzuriaga}\i0 \par\pard\li1013\ri0\sl-213\slmult0 \fs18\cf
0\par\pard\li1013\ri0\sl-226\slmult0 \fs20\cf0\f0\charscalex100 {b)}{ }\fs18\cf0
\f0\charscalex100\i {Indicadores de e\uc1\u64257Xcacia}\i0 \fs20\cf0\f0\charscal
ex100 {: Relacionan resultados y productos. Tratan de}\par\pard\li1253\ri0\sl-24
0\slmult0 \fs20\cf0\f0\charscalex100 {medir la manera en que los productos ofrec
idos cumplen los objetivos}\par\pard\li1253\ri0\sl-240\slmult0 \fs20\cf0\f0\char
scalex100 {propuestos, en nuestro caso la satisfaccin del usuario.}\par\pard\li12
53\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100\i {Indicador 7}\i0 \fs20\cf0\f0
\charscalex100 {. Satisfaccin del usuario}\par\pard\li1253\ri0\sl-306\slmult0 \fs
20\cf0\f0\charscalex100\i {Indicador 8}\i0 \fs20\cf0\f0\charscalex100 {. Registr
os pertinentes}\par\pard\li1253\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100\i
{Indicador 9}\i0 \fs20\cf0\f0\charscalex100 {. Satisfaccin con el intervalo de tr
ansaccin}\par\pard\li1013\ri0\sl-306\slmult0 \fs18\cf0\f0\charscalex100 {c)}{ }\f
s16\cf0\f0\charscalex100\i {Indicadores de coste-eficacia}\i0 \fs18\cf0\f0\chars
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ult0 \fs18\cf0\f0\charscalex100 {objetivo es cuanti\uc1\u64257X}\fs18\cf0\f0\cha


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rd\li1253\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100\i {Indicador 10}\i0 \fs2
0\cf0\f0\charscalex100 {. Gasto por consulta satisfactoria}\par\pard\li1253\ri0\
sl-306\slmult0 \fs20\cf0\f0\charscalex100\i {Indicador 11}\i0 \fs20\cf0\f0\chars
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tx1000\fs18\cf0\f0\charscalex100 {3)}\tab \fs16\cf0\f0\charscalex100\i {Indicado
res de rendimiento operacional}\i0 \fs18\cf0\f0\charscalex100 {: Son los indicad
ores que re\uc1\u64258Xe-}\par\pard\li1000\ri0\sl-240\slmult0 \fs18\cf0\f0\chars
calex100 {jan los aspectos \uc1\u8220Xempresariales\uc1\u8221X del servicio, rel
acionando los productos}\par\pard\li1000\ri0\sl-240\slmult0 \fs18\cf0\f0\charsca
lex100 {obtenidos con los recursos invertidos. Expresan la relacin entre lo pro-}
\par\pard\li1000\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {ducido por el se
rvicio y los recursos que se necesitan para llegar a dichos}\par\pard\li1000\ri0
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harscalex100\i {Indicadores de costes}\i0 \fs18\cf0\f0\charscalex100 {: Relacion
an recursos y productos, e intentan}\par\pard\li1253\ri0\sl-240\slmult0 \fs20\cf
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rscalex100 {. Gasto por consulta}\par\pard\li1253\ri0\sl-306\slmult0 \fs20\cf0\f
0\charscalex100\i {Indicador 13}\i0 \fs20\cf0\f0\charscalex100 {. Gasto por regi
stro}\par\pard\li1013\ri0\sl-293\slmult0 \*\tx1253\fs18\cf0\f0\charscalex100 {b)
}\tab \fs18\cf0\f0\charscalex100\i {Indicadores de productividad}\i0 \fs18\cf0\f
0\charscalex100 {: Relacionan recursos y productos, e}\par\pard\li1253\ri0\sl-24
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s recursos disponibles.}\par\pard\li1253\ri0\sl-306\slmult0 \fs20\cf0\f0\charsca
lex100\i {Indicador 14}\i0 \fs20\cf0\f0\charscalex100 {. Consultas por bibliotec
ario}\par\pard\li346\ri0\sl-466\slmult0 \fs20\cf0\f0\charscalex100 {4.4. Impacto
}\par\pard\li680\ri0\sl-213\slmult0 \fs20\cf0\f0\charscalex100 {La evaluacin del
impacto del servicio, o lo que es lo mismo, el medir las}\par\pard\li346\ri0\sl240\slmult0 \fs18\cf0\f0\charscalex100 {consecuencias bene\uc1\u64257X}\fs18\cf0
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o modelo}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {de evalu
acin. El impacto de un servicio puede considerarse en tres niveles de}\par\pard\l
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ar\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X Lo prim
ero que sera necesario encontrar son aquellas medidas signi\uc1\u64257Xcativas}\p
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ard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X En segunda
instancia habra que demostrar el valor aadido que se aporta en}\par\pard\li826\ri0
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secucin de sus propsitos y objetivos. En}\par\pard\li826\ri0\sl-240\slmult0 \fs20\
cf0\f0\charscalex100 {nuestro caso, como servicio de apoyo a la docencia e inves
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0\par\pard\li3986\ri0\sl-320\slmult0 \fs18\cf0\f0\charscalex100\i {Scire. 7 : 1
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\f0\charscalex100 {biblioteca en su conjunto como la universidad, sean de caract
ersticas similares.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100
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pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {necesitara un anlisis ad
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charscalex100 {en cuenta tanto los datos que sugiera el propio indicador como su
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cin con otros indicadores. Incluso en algunos casos ser necesario algn tipo de}\par
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scalex100\b {100}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del
Campo y Manuel Ruiz de Luzuriaga}\i0 \par\pard\li346\ri0\sl-213\slmult0 \fs18\cf
0\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100\b {5. Indicadores
de rendimiento}\b0 \par\pard\li680\ri0\sl-280\slmult0 \fs20\cf0\f0\charscalex10
0 {Para la exposicin de los indicadores se ha utilizado el marco descriptivo}\par
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ados\uc1\u8221X, opcional en la propia norma, pues las relaciones entre}\par\par
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la \uc1\u64257Xgura 1, donde se exponen ms claramente dentro}\par\pard\li346\ri0
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odelo propuesto.}\par\pard\li346\ri0\sl-466\slmult0 \fs20\cf0\f0\charscalex100 {
5.1. Gasto relativo}\par\pard\li680\ri0\sl-226\slmult0 \*\tx826\fs18\cf0\f0\char
scalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {Objetivo}\i0 \fs18\cf0
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apa}\fs18\cf0\f0\charscalex100 {-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f
0\charscalex100 {ra el SABDL.}\par\pard\li680\ri0\sl-293\slmult0 \*\tx826\fs18\c
f0\f0\charscalex100 {\uc1\u8226X}\tab \fs16\cf0\f0\charscalex100\i {Campo de apl
icacin}\i0 \fs18\cf0\f0\charscalex100 {: El indicador es vlido para bibliotecas cu
yo SABDL}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {forme pa
rte del servicio de referencia. Cuando el SABDL sea un servicio}\par\pard\li826\
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el gasto del servicio respecto al gasto}\par\pard\li826\ri0\sl-240\slmult0 \fs2
0\cf0\f0\charscalex100 {total de la biblioteca, considerando en ambos casos gast
os de personal,}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {m
antenimiento e infraestructuras, puesto que seran independientes, y no}\par\pard\

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cios. La comparacin transversal, lgicamente,}\par\pard\li826\ri0\sl-240\slmult0 \f
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r\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {ne el gasto directo
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s suscripciones, y el gasto directo del}\par\pard\li826\ri0\sl-240\slmult0 \fs20
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tos obtenidos.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {\u
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los costes de las diversas consultas y suscripciones. Se obtiene el}\par\pard\l
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e referencia en un ao natural, agregando el cos-}\par\pard\li826\ri0\sl-240\slmul
t0 \fs20\cf0\f0\charscalex100 {te directo de las bsquedas en lnea, el coste de las
suscripciones (digitales}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charsc
alex100 {e impresas) y el coste de las adquisiciones (digitales e impresas). El
valor}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {del indicad
or es (A/B) x 100%, siendo A el gasto directo del SABDL y B}\par\pard\li826\ri0\
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a para}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {satisfacer
las consultas residuales que no estn cubiertas por el resto de}\par\pard\li826\r
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a, habra que estudiar los valores altos, e}\par\pard\li826\ri0\sl-240\slmult0 \fs
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s de datos cuyo gasto supere el precio de una}\par\pard\li826\ri0\sl-240\slmult0
\fs20\cf0\f0\charscalex100 {forma de acceso alternativa.}\par\pard\li680\ri0\sl
-306\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\c
harscalex100\i {Mtodo}\i0 \fs18\cf0\f0\charscalex100 {: Se controla el gasto real
izado para cada base de datos (se excluyen}\par\pard\li826\ri0\sl-240\slmult0 \f
s20\cf0\f0\charscalex100 {los gastos de proveedor, como cuota de alta o suscripc
iones).}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {Seguidame
nte, se investigan los costes que supondra una forma de acceso}\par\pard\li826\ri
0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {alternativa (CD-ROM, un acceso en ln
ea diferente...) a las bases de datos}\par\pard\li826\ri0\sl-240\slmult0 \fs20\c
f0\f0\charscalex100 {que se han utilizado, y que no estn ya suscritas en otro for
mato. Del mis-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {mo
modo, se investigan aquellas bases de datos ya suscritas en otro forma-}\par\pa
rd\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {to, sobre las que se hay
an realizado consultas en lnea para perodos o par-}\par\pard\li826\ri0\sl-240\slmu
lt0 \fs20\cf0\f0\charscalex100 {tes no cubiertas con la suscripcin.}\par\pard\li8
26\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {El valor del indicador sera Sxi
, siendo x = 1 si A>B, y x=0 si A<B, enton-}\par\pard\li826\ri0\sl-240\slmult0 \

fs18\cf0\f0\charscalex100 {ces x=0, donde A es el gasto de una base de datos y B


es el gasto que supon-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscal
ex100 {dra una forma de acceso alternativa a la misma base de datos.}\par\pard\li
680\ri0\sl-306\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs1
8\cf0\f0\charscalex100\i {Interpretacin}\i0 \fs18\cf0\f0\charscalex100 {: El indi
cador servira para detectar un uso antieconmico}\par\pard\li826\ri0\sl-240\slmult0
\fs20\cf0\f0\charscalex100 {del servicio: si el valor del indicador es superior
a cero, esto supondra que}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charsc
alex100 {hay alguna base de datos para la que habra que estudiar una forma de acc
e}\fs18\cf0\f0\charscalex100 {-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\
charscalex100 {so alternativa.}\par\pard\li346\ri0\sl-466\slmult0 \fs20\cf0\f0\c
harscalex100 {5.3. Penetracin de mercado}\par\pard\li680\ri0\sl-213\slmult0 \*\tx
826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {Ob
jetivo}\i0 \fs18\cf0\f0\charscalex100 {: Medir qu parte de la poblacin-objetivo de
l servicio lo usa real-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscal
ex100 {mente.}\par\pard\li680\ri0\sl-306\slmult0 \*\tx826\fs18\cf0\f0\charscalex
100 {\uc1\u8226X}\tab \fs16\cf0\f0\charscalex100\i {Campo de aplicacin}\i0 \fs18\
cf0\f0\charscalex100 {: El indicador es vlido para bibliotecas cuyo SABDL}\par\pa
rd\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {est dirigido a una poblac
in limitada y mensurable, como pueda ser el}\par\pard\li826\ri0\sl-240\slmult0 \f
s20\cf0\f0\charscalex100 {caso de la poblacin investigadora de una comunidad univ
ersitaria.}\par\pard\li680\ri0\sl-293\slmult0 \*\tx826\fs18\cf0\f0\charscalex100
{\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {De\uc1\u64257Xnicin}\i0 \fs18\cf
0\f0\charscalex100 {: Porcentaje de usuarios reales respecto a los usuarios pote
ncia}\fs18\cf0\f0\charscalex100 {-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\
f0\charscalex100 {les, siendo los usuarios reales los que han usado efectivament
e el servicioy}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {lo
s usuarios potenciales la poblacin a la que est dirigido el servicio.}\par\pard\li
680\ri0\sl-306\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs1
8\cf0\f0\charscalex100\i {Mtodo}\i0 \fs18\cf0\f0\charscalex100 {: Se obtiene el nm
ero de usuarios diferentes que han usado el servi}\fs18\cf0\f0\charscalex100 {-}
\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {cio en un ao, as co
mo el nmero de usuarios potenciales del servicio al}\par\pard\li826\ri0\sl-240\sl
mult0 \fs18\cf0\f0\charscalex100 {principio del ao de referencia. El valor del in
dicador es (A/B) x 100%, sien-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\c
harscalex100 {do A el nmero de usuarios reales y B el nmero de usuarios potenciale
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3\slmult0 \fs18\cf0\f0\charscalex100\i {Scire. 7 : 1 (en.-jun. 2001) 89-114.}\i
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\margtsxn666\margbsxn146\pard\li360\ri0\sl-226\slmult0 \*\tx880\fs20\cf0\f0\char
scalex100\b {102}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del
Campo y Manuel Ruiz de Luzuriaga}\i0 \par\pard\li680\ri0\sl-213\slmult0 \fs18\cf
0\par\pard\li680\ri0\sl-226\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X}{ }\
fs20\cf0\f0\charscalex100\i {Interpretacin}\i0 \fs20\cf0\f0\charscalex100 {: Unos
valores bajos pueden indicar desconocimiento del}\par\pard\li826\ri0\sl-240\slm
ult0 \fs18\cf0\f0\charscalex100 {servicio o poca aceptacin. Para determinarlo ser
necesario un estudio y}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscale
x100 {una comparacin con otros indicadores. Puede ser interesante una desagre-}\p
ar\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {gacin por unidades u
niversitarias para obtener una visin ms real de la}\par\pard\li826\ri0\sl-240\slmu
lt0 \fs20\cf0\f0\charscalex100 {situacin. Para la comparacin entre diferentes inst
ituciones, ms que la}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex10
0 {semejanza de tamao, ser necesaria la homogeneidad de las de\uc1\u64257Xniciones
}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {de usuario poten
cial. De todas formas, para a\uc1\u64257Xnar en la interpretacin del}\par\pard\li
826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {indicador, es necesario conoc
er los hbitos investigadores y las necesida-}\par\pard\li826\ri0\sl-240\slmult0 \
fs20\cf0\f0\charscalex100 {des de informacin de los supuestos usuarios potenciale
s. Esto se puede}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {
llevar a cabo mediante encuestas que determinen esos hbitos y necesida-}\par\pard
\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {des o contrastando el uso
del SABDL y el de otros servicios de informacin}\par\pard\li826\ri0\sl-240\slmult
0 \fs20\cf0\f0\charscalex100 {que pueda ofrecer la biblioteca (bases de datos en
CD-ROM, DSI, bases de}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscale
x100 {datos de sumarios, servicios de acceso al documento, etc.).}\par\pard\li68
0\ri0\sl-293\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\
cf0\f0\charscalex100\i {Fuentes}\i0 { }\fs18\cf0\f0\charscalex100 {(6): Abbott 1
994 * (}\fs16\cf0\f0\charscalex100\i {Actual users as proportion of potential us
ers}\i0 \fs18\cf0\f0\charscalex100 {),}\par\pard\li826\ri0\sl-240\slmult0 \fs20\
cf0\f0\charscalex100 {De la Mano 1998* (ndice de uso del servicio), Poll 1998 **
(Penetracin}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {de mer
cado), UNE 50137 ** (B.2.1.1 Porcentaje alcanzado de la poblacin}\par\pard\li826\
ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {destinataria), Ward 1995 ** (D.11
}{ }\fs20\cf0\f0\charscalex100\i {Active library users per capita}\i0 \fs20\cf0\
f0\charscalex100 {), King}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charsc
alex100 {Research Ltd. 1995 ** (Usuarios como proporcin de la poblacin).}\par\pard
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par\pard\li680\ri0\sl-226\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226
X}\tab \fs18\cf0\f0\charscalex100\i {Objetivo}\i0 \fs18\cf0\f0\charscalex100 {:

Determinar el tiempo efectivo que se emplea en la resolucin de}\par\pard\li826\ri


0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {las consultas.}\par\pard\li680\ri0\
sl-293\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs16\cf0\f0
\charscalex100\i {Campo de aplicacin}\i0 \fs18\cf0\f0\charscalex100 {: Todos los
SABDL en los cuales la bsqueda se rea}\fs18\cf0\f0\charscalex100 {-}\par\pard\li8
26\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {lice por intermediacin de un bi
bliotecario.}\par\pard\li680\ri0\sl-306\slmult0 \*\tx826\fs18\cf0\f0\charscalex1
00 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {De\uc1\u64257Xnicin}\i0 \fs18\
cf0\f0\charscalex100 {: Mediana de los tiempos efectivos empleados en la resoluc
in}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {de las consulta
s, siendo el tiempo efectivo el sumatorio de los tiempos rea-}\par\pard\li826\ri
0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {les empleados en la consulta.}\par\
pard\li680\ri0\sl-293\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\t
ab \fs18\cf0\f0\charscalex100\i {Mtodo}\i0 \fs18\cf0\f0\charscalex100 {: En cada
consulta distinguimos cinco fases: a) informacin previa}\par\pard\li826\ri0\sl-24
0\slmult0 \fs18\cf0\f0\charscalex100 {y entrevista; b) preparacin de la bsqueda; c
) consulta en lnea; d) prepa-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\cha
rscalex100 {racin del documento con los resultados; e) entrevista posterior con e
l}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {usuario. Se ano
tan los tiempos efectivos empleados en cada fase para todas}\par\pard\li826\ri0\
sl-240\slmult0 \fs20\cf0\f0\charscalex100 {las consultas efectuadas en un ao, exp
resados en horas y minutos. La}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\c
harscalex100 {suma de los tiempos efectivos de cada fase es el tiempo efectivo t
otal de}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {una consu
lta. Se ordenan los tiempos efectivos de las consultas y se calcu-}\par\pard\li8
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del indicador.}\par\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex100 {\
uc1\u8226X}{ }\fs20\cf0\f0\charscalex100\i {Interpretacin}\i0 \fs20\cf0\f0\charsc
alex100 {: Los valores del indicador anormalmente altos deberan}\par\pard\li826\r
i0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {corregirse. Para ello se desagrega
r el indicador en las diferentes fases de}\par\pard\li826\ri0\sl-240\slmult0 \fs2
0\cf0\f0\charscalex100 {consulta, para restringir ms la ubicacin del problema. Uno
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rd\li3986\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li3986\ri0\sl-346\slmult0 \fs18\
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\margtsxn666\margbsxn146\pard\li400\ri0\sl-226\slmult0 \*\tx6413\fs18\cf0\f0\cha
rscalex100\i {Indicadores de rendimiento para la evaluacin de un servicio de base
s de datos \uc1\u8230X}\i0 \tab \fs20\cf0\f0\charscalex100\b {103}\b0 \par\pard\
li826\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li826\ri0\sl-226\slmult0 \fs18\cf0\f
0\charscalex100 {na y los tiempos bajos, tendramos un servicio e\uc1\u64257Xcient
e. Si los tiempos son}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex
100 {bajos y la e\uc1\u64257Xcacia tambin, se podra pensar que lo uno es consecuen
cia de}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {lo otro. U
n anlisis longitudinal nos permitira apreciar mejor la interrela-}\par\pard\li826\
ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {cin de estas dos variables.}\par\p
ard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X Fuentes (6)
: Abbott 1994 * (}\fs18\cf0\f0\charscalex100\i {Time taken per search}\i0 \fs20\
cf0\f0\charscalex100 {).}\par\pard\li346\ri0\sl-466\slmult0 \fs20\cf0\f0\charsca
lex100 {5.5. Intervalo de transaccin}\par\pard\li680\ri0\sl-226\slmult0 \fs20\cf0
\f0\charscalex100 {\uc1\u8226X}{ }\fs20\cf0\f0\charscalex100\i {Objetivo}\i0 \fs
20\cf0\f0\charscalex100 {: Medir la rapidez con que se satisfacen las consultas.
}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X}{ }\
fs18\cf0\f0\charscalex100\i {Campo de aplicacin}\i0 \fs20\cf0\f0\charscalex100 {:
En principio, todos los SABDL.}\par\pard\li680\ri0\sl-306\slmult0 \*\tx826\fs18
\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {De\uc1\u64
257Xnicin}\i0 \fs18\cf0\f0\charscalex100 {: Mediana de los intervalos de transacc
in, siendo stos los tiem-}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscal
ex100 {pos totales transcurridos desde que se solicita la consulta hasta que estn
}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {dispuestos los r
esultados.}\par\pard\li680\ri0\sl-293\slmult0 \*\tx826\fs18\cf0\f0\charscalex100
{\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {Mtodo}\i0 \fs18\cf0\f0\charscale
x100 {: Se anota el da, la hora y el minuto en que se solicita la consulta.}\par\
pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {Se anota el da, la hora
y el minuto en que se avisa al usuario de que los}\par\pard\li826\ri0\sl-240\sl
mult0 \fs20\cf0\f0\charscalex100 {resultados estn disponibles. Se restan ambas me
didas, expresando el}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex1
00 {resultado en horas y minutos. Seguidamente, se ordenan los intervalos de}\pa
r\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {transaccin y se calcu
la la mediana, que es el valor del indicador.}\par\pard\li680\ri0\sl-306\slmult0
\*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100
\i {Interpretacin}\i0 \fs18\cf0\f0\charscalex100 {: Para interpretar los resultad
os de este indicador deberamos}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\ch
arscalex100 {considerar si los valores suponen un tiempo de espera razonable. Se
debera}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {confrontar
este indicador con los valores del indicador 9 (satisfaccin con el}\par\pard\li8
26\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {intervalo de transaccin) para i
ntentar determinar cul puede ser ese tiempo}\par\pard\li826\ri0\sl-240\slmult0 \f

s20\cf0\f0\charscalex100 {razonable. Para corregir los valores del indicador, de


beramos \uc1\u64257X}\fs20\cf0\f0\charscalex100 {jarnos en}\par\pard\li826\ri0\sl
-240\slmult0 \fs20\cf0\f0\charscalex100 {factores como tiempos de tramitacin, dis
ponibilidad del personal, tiempos}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f
0\charscalex100 {muertos entres fases de la consulta, etc. De todas formas habra
que contro-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {lar q
ue unos tiempos por consulta (indicador 4) extraordinariamente altos,}\par\pard\
li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {no tengan un peso tal que d
istorsione la interpretacin de este indicador.}\par\pard\li680\ri0\sl-293\slmult0
\fs20\cf0\f0\charscalex100 {\uc1\u8226X}{ }\fs20\cf0\f0\charscalex100\i {Fuente
s}\i0 { }\fs20\cf0\f0\charscalex100 {(6): Abbott 1994 * (}\fs20\cf0\f0\charscale
x100\i {Time taken per search}\i0 \fs20\cf0\f0\charscalex100 {), Ward 1995 ***}\
par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {(Overall speed in
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00 {5.6. Ocupacin temporal del servicio}\par\pard\li680\ri0\sl-226\slmult0 \*\tx8
26\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {Obj
etivo}\i0 \fs18\cf0\f0\charscalex100 {: Medir qu parte del tiempo total de trabaj
o ocupa la prestacin}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex10
0 {del SABDL.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {\uc
1\u8226X}{ }\fs20\cf0\f0\charscalex100\i {Campo de aplicacin}\i0 \fs20\cf0\f0\cha
rscalex100 {: Este indicador tiene sentido en bibliotecas en las}\par\pard\li826
\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {cuales el SABDL no suponga una d
edicacin exclusiva del personal que lo}\par\pard\li826\ri0\sl-240\slmult0 \fs20\c
f0\f0\charscalex100 {atiende.}\par\pard\li680\ri0\sl-306\slmult0 \*\tx826\fs18\c
f0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {De\uc1\u6425
7Xnicin}\i0 \fs18\cf0\f0\charscalex100 {: Porcentaje del tiempo efectivo empleado
en atender las consul-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscal
ex100 {tas del SABDL respecto al tiempo total de trabajo del personal que atiend
e}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {el servicio, de
\uc1\u64257X}\fs20\cf0\f0\charscalex100 {nindose el tiempo efectivocomo en el ind
icador 4,.y sien}\fs20\cf0\f0\charscalex100 {-}\par\pard\li386\ri0\sl-213\slmult
0 \fs18\cf0\par\pard\li386\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li386\ri0\sl-22
6\slmult0 \fs18\cf0\f0\charscalex100\i {Scire. 7 : 1 (en.-jun. 2001) 89-114.}\i
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\margtsxn666\margbsxn146\pard\li360\ri0\sl-226\slmult0 \*\tx880\fs20\cf0\f0\char
scalex100\b {104}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del
Campo y Manuel Ruiz de Luzuriaga}\i0 \par\pard\li826\ri0\sl-213\slmult0 \fs18\cf
0\par\pard\li826\ri0\sl-226\slmult0 \fs20\cf0\f0\charscalex100 {do el tiempo tot
al de trabajo aqul que permanece en el trabajo el personal}\par\pard\li826\ri0\sl
-240\slmult0 \fs20\cf0\f0\charscalex100 {que atiende el SABDL, atendiendo divers
as labores.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\
u8226X}{ }\fs20\cf0\f0\charscalex100\i {Mtodo}\i0 \fs20\cf0\f0\charscalex100 {: S
e obtiene la suma de los tiempos efectivos empleados en resolver}\par\pard\li826
\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {las consultas de un ao (indicador
4), y se obtiene el tiempo total de trabajo}\par\pard\li826\ri0\sl-240\slmult0
\fs20\cf0\f0\charscalex100 {del personal que atiende el SABDL. El valor del indi
cador es (A/B) x 100%,}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscale
x100 {siendo A el tiempo efectivo de las consultas y B el tiempo total de trabaj
o.}\par\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X}{
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40\slmult0 \fs18\cf0\f0\charscalex100 {trabajo que genera el SABDL, y estar en r
elacin con los indicadores 3 y 14.}\par\pard\li346\ri0\sl-466\slmult0 \fs20\cf0\f
0\charscalex100 {5.7. Satisfaccin del usuario}\par\pard\li680\ri0\sl-213\slmult0
\*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\
i {Objetivo}\i0 \fs16\cf0\f0\charscalex100 {: Medir el grado de satisfaccin del u
suario con el servicio en general.}\par\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\
f0\charscalex100 {\uc1\u8226X}{ }\fs18\cf0\f0\charscalex100\i {Campo de aplicacin
}\i0 \fs20\cf0\f0\charscalex100 {: En principio, todos los SABDL.}\par\pard\li68
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cf0\f0\charscalex100\i {De\uc1\u64257Xnicin}\i0 \fs18\cf0\f0\charscalex100 {: Niv
el medio de satisfaccin del usuario con el servicio, expre-}\par\pard\li826\ri0\s
l-240\slmult0 \fs20\cf0\f0\charscalex100 {sado en una escala de 1 a 5.}\par\pard
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fs18\cf0\f0\charscalex100\i {Mtodo}\i0 \fs18\cf0\f0\charscalex100 {: Al \uc1\u642
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1\u64257Xque la transaccin en general en una escala de}\par\pard\li826\ri0\sl-240
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etamente insatisfactoria. Se}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\cha
rscalex100 {suman todas las calificaciones recibidas. El valor del indicador es
A/B,}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {siendo A la
suma total de las cali\uc1\u64257Xcaciones y B es el nmero de consultas}\par\pard
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100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {Interpretacin}\i0 \fs18\cf0\f
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rd\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {con mucho cuidado. En pr
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ar\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {ciones al cuestiona

rio son su\uc1\u64257Xcientes para obtener conclusiones. Si el gra-}\par\pard\li


826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {do de satisfaccin no se consid
era adecuado, debern investigarse las cau}\fs20\cf0\f0\charscalex100 {-}\par\pard
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dividualmente las transacciones que han recibido}\par\pard\li826\ri0\sl-240\slmu
lt0 \fs18\cf0\f0\charscalex100 {cali\uc1\u64257Xcaciones muy bajas; en primer lu
gar confrontndolo con los indicado-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\
f0\charscalex100 {res 8 y 9, para determinar si alguno de ellos nos revela cual
es el factor}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {dete
rminante de la insatisfaccin (las referencias o el intervalo de transac-}\par\par
d\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {cin). Tambin habr que \uc1\u
64257X}\fs20\cf0\f0\charscalex100 {jarse en las observaciones formuladas por los
}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {usuarios para ai
slar otros factores de insatisfaccin, e incluso se pueden}\par\pard\li826\ri0\sl240\slmult0 \fs20\cf0\f0\charscalex100 {desarrollar encuestas especiales: pudier
a ser que la insatisfaccin viniera}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f
0\charscalex100 {determinada por otros factores, como el entorno de la entrevist
a, poca ama-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {bili
dad de los bibliotecarios, que no guste el formato en que se entregan las}\par\p
ard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {referencias, etc. En pr
incipio, el indicador slo servir para dar la voz de}\par\pard\li826\ri0\sl-240\slm
ult0 \fs20\cf0\f0\charscalex100 {alarma ante una situacin no deseada; su solucin v
endr determinada por}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex10
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s pertinentes}\par\pard\li680\ri0\sl-213\slmult0 \fs20\cf0\f0\charscalex100 {\uc
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arscalex100 {dos pertinentes y B el nmero de registros cali\uc1\u64257X}\fs20\cf0
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r nos permitir conocer la}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charsca


lex100 {precisin de las bsquedas. La precisin es una medida indirecta del tiem}\fs2
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alex100 {po y del esfuerzo que le cuesta al usuario manejar la documentacin que l
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\margtsxn666\margbsxn146\pard\li360\ri0\sl-226\slmult0 \*\tx880\fs20\cf0\f0\char
scalex100\b {108}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del
Campo y Manuel Ruiz de Luzuriaga}\i0 \par\pard\li680\ri0\sl-213\slmult0 \fs18\cf
0\par\pard\li680\ri0\sl-226\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X}{ }\
fs20\cf0\f0\charscalex100\i {De\uc1\u64257Xnicin}\i0 \fs20\cf0\f0\charscalex100 {
: Gasto directo del SABDL dividido entre el nmero de consul-}\par\pard\li826\ri0\
sl-240\slmult0 \fs20\cf0\f0\charscalex100 {tas. El gasto directo del SABDL se de
\uc1\u64257Xne como en el indicador 1.}\par\pard\li680\ri0\sl-293\slmult0 \*\tx8
26\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {Mtod
o}\i0 \fs16\cf0\f0\charscalex100 {: Se obtienen el gasto directo del SABDL en un
ao natural (vase el}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100
{indicador 1) y el nmero de consultas en un ao natural. El valor del indica}\fs20
\cf0\f0\charscalex100 {-}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charsca
lex100 {dor es A/B, siendo A el gasto directo del SABDL y B el nmero de consultas
.}\par\pard\li680\ri0\sl-306\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8
226X}\tab \fs18\cf0\f0\charscalex100\i {Interpretacin}\i0 \fs18\cf0\f0\charscalex
100 {: Parece interesante la comparacin transversal con el valor}\par\pard\li826\
ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {de este indicador en otros SABDL,
como medio para detectar posibles dis-}\par\pard\li826\ri0\sl-240\slmult0 \fs20
\cf0\f0\charscalex100 {funciones. Tambin puede ser interesante la desagregacin por
unidades}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {univers
itarias, por bases de datos consultadas o por tipo de gasto (suscrip-}\par\pard\
li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {cin, conexin, documentos...).
}\par\pard\li680\ri0\sl-293\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u82
26X}\tab \fs18\cf0\f0\charscalex100\i {Fuentes}\i0 { }\fs18\cf0\f0\charscalex100
{(6): Abbott 1994 * (Unit cost per search), King Research Ltd.}\par\pard\li826\
ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {1995 * (Coste de cada bsqueda en ln
ea), Masssimo 1994 * (Coste por}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\c
harscalex100 {consulta a base de datos), Cram 1993 ** (}\fs20\cf0\f0\charscalex1
00\i {cost per output}\i0 \fs20\cf0\f0\charscalex100 {).}\par\pard\li346\ri0\sl466\slmult0 \fs20\cf0\f0\charscalex100 {5.13. Gasto por registro}\par\pard\li680
\ri0\sl-226\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X}{ }\fs20\cf0\f0\char
scalex100\i {Objetivo}\i0 \fs20\cf0\f0\charscalex100 {: Conocer el gasto medio p
or unidad de informacin ofrecida.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0
\charscalex100 {\uc1\u8226X}{ }\fs18\cf0\f0\charscalex100\i {Campo de aplicacin}\
i0 \fs20\cf0\f0\charscalex100 {: En principio, todos los SABDL.}\par\pard\li680\
ri0\sl-306\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf
0\f0\charscalex100\i {De\uc1\u64257Xnicin}\i0 \fs18\cf0\f0\charscalex100 {: Gasto
directo del SABDL dividido entre el nmero de registros}\par\pard\li826\ri0\sl-24
0\slmult0 \fs20\cf0\f0\charscalex100 {suministrados. El gasto directo del SABDL
se de\uc1\u64257Xne como en el indicador 1.}\par\pard\li680\ri0\sl-293\slmult0 \
*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i
{Mtodo}\i0 \fs18\cf0\f0\charscalex100 {: Se obtienen el gasto directo del SABDL
en un ao natural (vase}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex1
00 {el indicador 1) y el nmero de registros suministrados en un ao natural. El}\pa
r\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {valor del indicador
es A/B, siendo A el gasto directo del SABDL y B el}\par\pard\li826\ri0\sl-240\sl
mult0 \fs20\cf0\f0\charscalex100 {nmero de registros suministrados.}\par\pard\li6
80\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex100 {\uc1\u8226X}{ }\fs20\cf0\f0\ch
arscalex100\i {Interpretacin}\i0 \fs20\cf0\f0\charscalex100 {: Valen las comparac
iones y desagregaciones apuntadas}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f
0\charscalex100 {para el indicador 12. Este indicador puede ser valioso como dat

o objetivo}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {para h


acer balance del servicio o para \uc1\u64257X}\fs20\cf0\f0\charscalex100 {jar un
precio a las consultas.}\par\pard\li680\ri0\sl-293\slmult0 \*\tx826\fs18\cf0\f0
\charscalex100 {\uc1\u8226X}\tab \fs18\cf0\f0\charscalex100\i {Fuentes}\i0 { }\f
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rch Ltd.}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {1995 * (
Coste por referencia recuperada), Cram 1993 ** (}\fs18\cf0\f0\charscalex100\i {C
ost per output}\i0 \fs18\cf0\f0\charscalex100 {)}\par\pard\li346\ri0\sl-466\slmu
lt0 \fs20\cf0\f0\charscalex100 {5.14. Consultas por bibliotecario}\par\pard\li68
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cf0\f0\charscalex100\i {Objetivo}\i0 \fs18\cf0\f0\charscalex100 {: Conocer la pr
oductividad del servicio respecto al personal que lo}\par\pard\li826\ri0\sl-240\
slmult0 \fs20\cf0\f0\charscalex100 {atiende.}\par\pard\li680\ri0\sl-293\slmult0
\fs20\cf0\f0\charscalex100 {\uc1\u8226X}{ }\fs18\cf0\f0\charscalex100\i {Campo d
e aplicacin}\i0 \fs20\cf0\f0\charscalex100 {: En principio, todos los SABDL}\par\
pard\li680\ri0\sl-306\slmult0 \*\tx826\fs18\cf0\f0\charscalex100 {\uc1\u8226X}\t
ab \fs18\cf0\f0\charscalex100\i {De\uc1\u64257Xnicin}\i0 \fs18\cf0\f0\charscalex1
00 {: Nmero de consultas atendidas por el servicio dividido entre el}\par\pard\li
826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {nmero de personas que atienden
el servicio.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {\uc
1\u8226X}{ }\fs20\cf0\f0\charscalex100\i {Mtodo}\i0 \fs18\cf0\f0\charscalex100 {:
Se obtienen el nmero de consultas atendidas por el servicio en un ao}\par\pard\li
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sl-213\slmult0 \fs18\cf0\par\pard\li3986\ri0\sl-266\slmult0 \fs18\cf0\f0\charsca
lex100\i {Scire. 7 : 1 (en.-jun. 2001) 89-114.}\i0 \par\pard\sect\sectd\sbkpage
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rscalex100\i {Indicadores de rendimiento para la evaluacin de un servicio de base
s de datos \uc1\u8230X}\i0 \tab \fs20\cf0\f0\charscalex100\b {109}\b0 \par\pard\
li680\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li680\ri0\sl-226\slmult0 \fs20\cf0\f
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ue lo}\par\pard\li826\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {atiende no
lo hace de manera exclusiva, se deber ponderar el indicador}\par\pard\li826\ri0\s
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al servicio.}\par\pard\li826\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {Para
ello, se obtienen el nmero de consultas atendidas por el servicio en}\par\pard\l
i826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {un ao natural, el nmero de bi
bliotecarios que atienden el servicio, el}\par\pard\li826\ri0\sl-240\slmult0 \fs
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el tiempo total de}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex1
00 {trabajo de los bibliotecarios encargados del servicio (vase el indicador 6).}
\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {El valor del indi
cador es (AxD)/(BxC), siendoA el nmero de consultas, B}\par\pard\li826\ri0\sl-240
\slmult0 \fs20\cf0\f0\charscalex100 {el nmero de bibliotecarios, C el tiempo efec
tivo de las consultas y D el}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\cha
rscalex100 {tiempo total de trabajo de los bibliotecarios encargados del servici
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or s mis-}\par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {ma, tien
e un valor relativo: una productividad alta, si est acompaada de}\par\pard\li826\r
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par\pard\li826\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100\i {member of staff}
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par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {Del anlisis de la b
ibliografa profesional, se llega a la conclusin de que}\par\pard\li346\ri0\sl-240\
slmult0 \fs18\cf0\f0\charscalex100 {existe un cierto vaco en el campo de la evalu
acin de los SABDL. No existe un}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\c
harscalex100 {conjunto consistente de indicadores que permitan evaluar en su tot
alidad un}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {SABDL,
y, en el caso de Espaa, tampoco conocemos un modelo de evaluacin}\par\pard\li346\r
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rio.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {La propia no
rma UNE 50137, en su introduccin, indica que \uc1\u8220Xtodava faltan}\par\pard\li

346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {indicadores \uc1\u64257X}\fs1


8\cf0\f0\charscalex100 {ables y bien documentados para algunas actividades y ser
vicios de}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {las bib
liotecas. Estos incluyen servicios de informacin, formacin de usuarios y}\par\pard
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neral. [...] Se recomienda a los bibliotecarios y espe}\fs18\cf0\f0\charscalex10
0 {-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {cialistas en
informacin que den prioridad al establecimiento de los mecanismos}\par\pard\li34
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icadores relevantes\uc1\u8221X. Con esta idea, nuestra pro}\fs18\cf0\f0\charscal
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retende realizar una contribucin en estas dos lneas: presentar un mode}\fs18\cf0\f
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\margtsxn666\margbsxn146\pard\li360\ri0\sl-226\slmult0 \*\tx880\fs20\cf0\f0\char
scalex100\b {110}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del
Campo y Manuel Ruiz de Luzuriaga}\i0 \par\pard\li346\ri0\sl-213\slmult0 \fs18\cf
0\par\pard\li346\ri0\sl-226\slmult0 \fs20\cf0\f0\charscalex100 {condicionantes.
Sin embargo, se ha intentado adaptarlo, en la medida de lo posi-}\par\pard\li346
\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {ble, para que sea vlido para cual
quier SABDL.}\par\pard\li680\ri0\sl-293\slmult0 \fs20\cf0\f0\charscalex100 {Una
de las mayores di\uc1\u64257Xcultades que hemos encontrado al componer los indi}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {cadores ha sido
el determinar pautas de interpretacin. Es complicado poder lle}\fs18\cf0\f0\chars
calex100 {-}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {gar a
interpretaciones que sean unvocas en todas las situaciones y en todos los}\par\p
ard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {casos. Los diferentes o
bjetivos que pueden tener los SABDL, la inexistencia de}\par\pard\li346\ri0\sl-2
40\slmult0 \fs18\cf0\f0\charscalex100 {paradigmas vlidos sobre los indicadores de
rendimiento y lo indeterminado de}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\
f0\charscalex100 {algunos conceptos han motivado que, en algunos casos, no podam
os ofrecer}\par\pard\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {mucho
ms que orientaciones generales, basadas ms en el sentido comn que en}\par\pard\li34
6\ri0\sl-240\slmult0 \fs20\cf0\f0\charscalex100 {la investigacin o la experiencia
. Por otra parte, parece aconsejable un segui-}\par\pard\li346\ri0\sl-240\slmult
0 \fs18\cf0\f0\charscalex100 {miento durante cierto tiempo para determinar la ve
rdadera validez del modelo, e}\par\pard\li346\ri0\sl-240\slmult0 \fs20\cf0\f0\ch
arscalex100 {incluso para modi\uc1\u64257Xcarlo, si as lo aconsejan los resultado
s obtenidos.}\par\pard\li680\ri0\sl-306\slmult0 \fs20\cf0\f0\charscalex100 {No o
bstante este origen limitado y estas cauciones en lo que respecta a su}\par\pard
\li346\ri0\sl-240\slmult0 \fs18\cf0\f0\charscalex100 {validez real, s nos gustara
que se considerase como una propuesta general,}\par\pard\li346\ri0\sl-240\slmult
0 \fs18\cf0\f0\charscalex100 {abierta a posteriores contribuciones o modi\uc1\u6
4257Xcaciones, para evaluar servicios de}\par\pard\li346\ri0\sl-240\slmult0 \fs2
0\cf0\f0\charscalex100 {acceso a bases de datos en lnea.}\par\pard\li346\ri0\sl-2
13\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-280\slmult0 \fs20\cf0\f0\charscalex10
0\b {7. Notas}\b0 \par\pard\li346\ri0\sl-253\slmult0 \fs16\cf0\f0\charscalex100
{(1) Puede consultarse una reciente revisin bibliogr\uc1\u64257Xca en Pinto (1999)
. Otras recopila-}\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100
{ciones de inters pueden verse en Myers (1997), DECIMAL (1995), Ward (1995,}\par\
pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {p.165-172), Poll (1998
, p. 155-209), Abad (1997, p. 193-223), Cotter (1999), Pla}\par\pard\li680\ri0\s
l-226\slmult0 \fs18\cf0\f0\charscalex100 {d\uc1\u8217Xavaluaci \uc1\u8230X (1999)
, Ryan (2000).}\par\pard\li346\ri0\sl-253\slmult0 \fs16\cf0\f0\charscalex100 {(2
) }\fs16\cf0\f0\charscalex100 {Rebiun publica anualmente su Informe estadstico an
ual de las bibliotecas universita}\fs16\cf0\f0\charscalex100 {-}\par\pard\li680\
ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {rias y cient\uc1\u64257Xcas espaola
s (Rebiun, 2000). Recientemente, en mayo de 2000, el Grupo}\par\pard\li680\ri0\s
l-213\slmult0 \fs16\cf0\f0\charscalex100 {de Evaluacin de Rebiun dio a conocer el
documento}{ }\fs14\cf0\f0\charscalex100\i {Indicadores de rendimiento para}\i0
\par\pard\li680\ri0\sl-213\slmult0 \fs16\cf0\f0\charscalex100\i {la evaluacin de
bibliotecas universitarias}\i0 { }\fs18\cf0\f0\charscalex100 {(Grupo de Evaluacin
de Rebiun, 2000).}\par\pard\li346\ri0\sl-266\slmult0 \fs16\cf0\f0\charscalex100
{(3) }\fs16\cf0\f0\charscalex100 {CAMILE es una accin concertada de la Comisin Eu
ropea dedicada a la gestin de}\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\cha
rscalex100 {informacin en las bibliotecas de Europa, dirigida a la medicin de resu
ltados y al}\par\pard\li680\ri0\sl-213\slmult0 \fs16\cf0\f0\charscalex100 {apoyo
a la toma de decisiones, y destinada a promover la difusin de los resultados de}
\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {cuatro proyectos
del programa de bibliotecas de la Comisin Europea: EQLIPSE}\par\pard\li680\ri0\sl
-213\slmult0 \fs16\cf0\f0\charscalex100 {(}\fs16\cf0\f0\charscalex100\i {Evaluat

ion and Quality in Library Performance : System for Europe}\i0 \fs16\cf0\f0\char


scalex100 {), MINSTREL}\par\pard\li680\ri0\sl-226\slmult0 \fs18\cf0\f0\charscale
x100 {(}\fs18\cf0\f0\charscalex100\i {Management Information Software Tool \uc1\
u8211X Research in Libraries}\i0 \fs18\cf0\f0\charscalex100 {), DECIMAL}\par\par
d\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {(}\fs18\cf0\f0\charscalex
100\i {Decision Making in Libraries}\i0 \fs18\cf0\f0\charscalex100 {) y DECIDE (
}\fs18\cf0\f0\charscalex100\i {Decisin Support Models and DSS for}\i0 \par\pard\l
i680\ri0\sl-213\slmult0 \fs16\cf0\f0\charscalex100\i {European Academic and Publ
ic Libraries}\i0 \fs16\cf0\f0\charscalex100 {). Puede consultarse una revisin de
estos}\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {programas e
n Clarke (2000).}\par\pard\li346\ri0\sl-253\slmult0 \fs16\cf0\f0\charscalex100 {
(4) }\fs16\cf0\f0\charscalex100 {El modelo que presentamos es una adaptacin a un
SABDL del modelo general de C.}\par\pard\li680\ri0\sl-226\slmult0 \fs16\cf0\f0\c
harscalex100 {Abbott, que de\uc1\u64257X}\fs16\cf0\f0\charscalex100 {ne un conju
nto de catorce indicadores esenciales, dentro de un esque-}\par\pard\li680\ri0\s
l-213\slmult0 \fs18\cf0\f0\charscalex100 {ma conceptual que posteriormente aplic
a a una serie de servicios seleccionados. Para}\par\pard\li680\ri0\sl-213\slmult
0 \fs18\cf0\f0\charscalex100 {el caso del servicio de \uc1\u8220Xmediated on-lin
e searching\uc1\u8221X propone nueve indicadores.}\par\pard\li346\ri0\sl-253\slm
ult0 \fs16\cf0\f0\charscalex100 {(5) Los indicadores estn planteados para el supu
esto de que se recojan todas las consul-}\par\pard\li680\ri0\sl-213\slmult0 \fs1
6\cf0\f0\charscalex100 {tas. En caso de realizar muestreos, los totales se enten
dern como totales del muestreo.}\par\pard\li3986\ri0\sl-213\slmult0 \fs18\cf0\par
\pard\li3986\ri0\sl-360\slmult0 \fs18\cf0\f0\charscalex100\i {Scire. 7 : 1 (en.
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\margtsxn666\margbsxn146\pard\li400\ri0\sl-226\slmult0 \*\tx6413\fs18\cf0\f0\cha
rscalex100\i {Indicadores de rendimiento para la evaluacin de un servicio de base
s de datos \uc1\u8230X}\i0 \tab \fs20\cf0\f0\charscalex100\b {111}\b0 \par\pard\
li346\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-213\slmult0 \fs16\cf0\f
0\charscalex100 {(6) Organizadas de la siguiente forma: (*) fuente que documenta
el indicador para un ser-}\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\chars
calex100 {vicio similar, (**) fuente que documenta el indicador para la bibliote
ca en general,}\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {(*
**) fuente que documenta el indicador para servicios bibliotecarios distintos de
l}\par\pard\li680\ri0\sl-226\slmult0 \fs18\cf0\f0\charscalex100 {SABDL, y (****)
lectura complementaria que suministra informacin utilizada para}\par\pard\li680\
ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {la construccin del indicador. En l
as referencias de tipo *, ** y *** se recoge, entre}\par\pard\li680\ri0\sl-213\s
lmult0 \fs18\cf0\f0\charscalex100 {parntesis, el nombre original con el que apare
ce el indicador.}\par\pard\li346\ri0\sl-253\slmult0 \fs18\cf0\f0\charscalex100 {
(7) Es adaptacin de un cuestionario de Lancaster (1996, p. 205).}\par\pard\li346\
ri0\sl-253\slmult0 \fs18\cf0\f0\charscalex100 {(8) Algunos trabajos han indicad
o un 55% de xito como la media para algunos tipos de}\par\pard\li680\ri0\sl-226\s
lmult0 \fs18\cf0\f0\charscalex100 {transacciones de referencia (se llega a habla
r incluso de una \uc1\u8220Xregla del 55%\uc1\u8221X). A pesar}\par\pard\li680\r
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uesto, ha sido ampliamente contestado. Las espe-}\par\pard\li680\ri0\sl-213\slmu
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y el no ser un paradigma universal-}\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0
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1\u8221X a la evaluacin de los SABDL. Para}\par\pard\li680\ri0\sl-213\slmult0 \fs
16\cf0\f0\charscalex100 {esta y otras tasas de xito en servicios de referencia, va
nse, por ejemplo, Baker (1991),}\par\pard\li680\ri0\sl-226\slmult0 \fs18\cf0\f0\
charscalex100 {Mendelsohn (1997), Stalker (1996), Bunge (1987), Allen (1995) y M
ur\uc1\u64257Xn (1995).}\par\pard\li346\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li
346\ri0\sl-266\slmult0 \fs20\cf0\f0\charscalex100\b {8. Referencias}\b0 \par\par
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x100 {Abbott, Christine (1994). Performance measurement in library and informati
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{ACRL (1994). Normas para bibliotecas universitarias: evaluacin de la e\uc1\u6425
7X}\fs16\cf0\f0\charscalex100 {cacia. // Boletin}\par\pard\li680\ri0\sl-226\slmu
lt0 \fs18\cf0\f0\charscalex100 {de la Anabad. 44 : 3 (julio-septiembre 1994) 193
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i0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {Libraries Unlimited, 1995. P. 207229.}\par\pard\li346\ri0\sl-253\slmult0 \fs16\cf0\f0\charscalex100 {Baker, Sharo
n L. ; Lancaster, F. Wilfrid (1991). The measurement and evaluation of library}\
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\cf0\f0\charscalex100 {{\field{\*\fldinst{HYPERLINK "http://www.lib.virginia.edu
/staff/management-infor-mation/bench-ProcessRept.html"}}{\fldrslt {cess : Januar
y-May 1999. URL: <http://www.lib.virginia.edu/staff/management-infor}\fs18\cf0\f

0\charscalex100 {}}}-}\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex


100 {{\field{\*\fldinst{HYPERLINK "http://www.lib.virginia.edu/staff/managementinfor-mation/bench-ProcessRept.html"}}{\fldrslt {mation/bench-ProcessRept.html>.
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d\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {{\field{\*\fldinst{HYPERL
INK "http://www.staff.dmu.ac.uk/~camile/JBCamile.html"}}{\fldrslt {<http://www.s
taff.dmu.ac.uk/~camile/JBCamile.html>. Consulta: }}}16.10.2000.}\par\pard\li346\
ri0\sl-240\slmult0 \fs16\cf0\f0\charscalex100 {Boyd, Fraser J. (1997). The custo
mer may be always right-but who is the customer? //}\par\pard\li680\ri0\sl-213\s
lmult0 \fs18\cf0\f0\charscalex100 {Records Management Quarterly. 31 : 2 (April 1
997) 38-44.}\par\pard\li346\ri0\sl-253\slmult0 \fs16\cf0\f0\charscalex100 {Broph
y, Peter. EQLIPSE: Evaluation and Quality in Library Performance: System for}\pa
r\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {Europe. Preston (Eng
land): University of Central Lancashire, Centre for Research in}\par\pard\li680\
ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {{\field{\*\fldinst{HYPERLINK "htt
p://www.mmu.ac.uk/h-ss/cer-lim/reports/e_d7_com.htm"}}{\fldrslt {Library and Inf
ormation Management, 1997. URL: <http://www.mmu.ac.uk/h-ss/cer-}}}}\par\pard\li6
80\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {{\field{\*\fldinst{HYPERLINK "
http://www.mmu.ac.uk/h-ss/cer-lim/reports/e_d7_com.htm"}}{\fldrslt {lim/reports/
e_d7_com.htm>. Consulta: 17.10.2000.}}}}\par\pard\li346\ri0\sl-253\slmult0 \fs16
\cf0\f0\charscalex100 {Buchanan, H.S. ; Marshall, J.G. (1996). Benchmarking refe
rence services: step-by-step. //}\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0
\charscalex100 {Medical Reference Services Quarterly. 15 : 1 (Spring 1996) 1-13.
}\par\pard\li386\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li386\ri0\sl-213\slmult0
\fs18\cf0\par\pard\li386\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li386\ri0\sl-253\
slmult0 \fs18\cf0\f0\charscalex100\i {Scire. 7 : 1 (en.-jun. 2001) 89-114.}\i0
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\margtsxn666\margbsxn146\pard\li360\ri0\sl-226\slmult0 \*\tx880\fs20\cf0\f0\char
scalex100\b {112}\b0 \tab \fs18\cf0\f0\charscalex100\i {Luis Puente, Carlos del
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rslt {<http://i\uc1\u64258Xa.inist.fr/IV/i\uc1\u64258Xa65/papers/004-}}}}\par\pa
rd\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {{\field{\*\fldinst{HYPER
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alex100 {Grupo de Evaluacin de Rebiun (2000). Indicadores de Rendimiento para la
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otecas Universitarias : mayo 2000. Rebiun, 2000 [indito.}\par\pard\li3986\ri0\sl213\slmult0 \fs18\cf0\par\pard\li3986\ri0\sl-280\slmult0 \fs18\cf0\f0\charscalex
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\margtsxn666\margbsxn146\pard\li400\ri0\sl-226\slmult0 \*\tx6413\fs18\cf0\f0\cha
rscalex100\i {Indicadores de rendimiento para la evaluacin de un servicio de base
s de datos \uc1\u8230X}\i0 \tab \fs20\cf0\f0\charscalex100\b {113}\b0 \par\pard\
li346\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li346\ri0\sl-213\slmult0 \fs16\cf0\f
0\charscalex100 {Joint Funding Council's Ad-Hoc Group on Performance Indicators
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lex100 {biblioteca universitaria e\uc1\u64257Xcaz : directrices para la evaluacin
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secc2/}}}}\par\pard\li680\ri0\sl-226\slmult0 \fs18\cf0\f0\charscalex100 {{\field
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{\fldrslt {avaluacio.htm>. Consulta: }}}19.1.2000.}\par\pard\li346\ri0\sl-240\sl
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calex100 {Rebiun (2000). Informe estadstico anual de las bibliotecas universitari
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:}}}}\par\pard\li680\ri0\sl-213\slmult0 \fs18\cf0\f0\charscalex100 {19.1.2000.}\
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f0\f0\charscalex100 {de Santos, 1992.}\par\pard\li3986\ri0\sl-213\slmult0 \fs18\
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lt0 \fs18\cf0\par\pard\li3986\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li3986\ri0\s
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