[目的/意义] 针对当前我国移动图书馆建设中的信息服务质量问题,建立一套规范有序的服务质量控制流程,引导图书馆更好地开展移动信息服务,提高服务质量。[方法/过程] 引入ARIS流程建模方法探讨移动图书馆服务质量控制流程设计思路,以武汉大学图书馆移动订阅服务为例,应用ARIS建模工具构建服务质量控制流程体系框架与核心模型,通过具体实践在ARIS仿真平台上检验流程运行效果。[结果/结论] 流程运行仿真结果显示,图书馆通过该流程进行移动服务质量控制后,移动订阅服务使用率、用户订阅需求处理量、订阅内容更新率、订阅文章收藏量都得到显著提升,提高了用户满意度。应用ARIS方法构建的移动服务质量控制流程模型能够帮助图书馆明确服务质量控制中各要素、各流程单元间的内在关联,更好地开展跨部门协同合作,提高服务质量控制效率,为移动服务质量控制研究与实践提供有益参考。

[Purpose/significance] This paper establishes a standardized and orderly services quality control process for the current issues of information services quality control in mobile library construction in China, and guide the libraries to develop mobile information services and improve services quality better.[Method/process] This paper explores the design ideas of mobile library services quality control process by introducing ARIS modeling method. Then it takes mobile subscription service of Wuhan University library as an example, builds the services quality control process framework and core model by ARIS modeling tool, and verifies the operating results of the control process on ARIS simulation platform.[Result/conclusion] The results show that the usage of mobile subscription services, users' needs of subscription, subscription content renewal rate, and subscription articles collection have been significantly improved after the library uses the mobile services quality control process. The mobile library services quality control process model with ARIS method can help libraries clearly understand the inherent relationship between each element and each process unit in the mobile services quality control, guide different departments to cooperate with each other better and improve efficiency of services quality control, and provide a useful reference for research and practice of mobile services quality control.