Browsing by Author "Muir, Tamara"

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Customer Service Excellence through Service Quality Assessment and Enhancement Project at Al Maktoum Medical Library
(2019-11) Muir, Tamara; Rahman, Thasleem H
Al Maktoum Medical Library (AMML) support patrons to find solutions for their information needs and provide effective & efficient ways of services to deliver information. To achieve excellence in customer service continuous assessment is required. To ensure high quality services to the patrons library benchmarked international standard for delivering excellence in customer service. The project proved useful to assess the quality of services offered at AMML. It concludes that AMML should maintain and strengthen the services with which users are satisfied, and improve those about which they are concerned. A library is required not only to improve its collection, services and facilities , but it also should continue taking their feedback to discover the effectiveness of the resources and services offered. Such studies may be conducted at regular intervals to understand internal process, assess the quality of services and users' perceptions that may be addressed to achieve their satisfaction.
Investigating organizational resilience in a medicine and health sciences university in United Arab Emirates
(Public Library of Science (PLoS), 2025-12-17) Muir, Tamara; Poudyal, Chandra Sharma; Lima, Romana De; Otaki, Farah; Boshra A. Arnout
Introduction: COVID-19 pandemic emerged in late 2019, leading to global disruption and forcing people to adapt to a new reality. The intensity of the pandemic affected many organisations’ preparedness, response, and recovery efforts, causing numerous businesses to struggle. Although no single theory fully explains why some businesses thrived during this time, the concept of organisational resilience stands out. Organisations with a resilient culture seemed better equipped to address risks, adapt effectively, and seize opportunities for innovation. Therefore, the purpose of the current study is to critically examine the response to COVID-19 of a medicine and health sciences university in Dubai, United Arab Emirates. Methods: The study relied on a convergent mixed methods approach to research. A tailor-made questionnaire was used to collect quantitative data using two 5-point Likert-type scales: ‘Opinions about Organizational Response’ and ‘Conducive Organizational Response Behaviours’ (where 110 current employees who were tenured during COVID-19 were selected, using purposive, non-probability sampling, and in turn invited to participate). Semi-structured interviews were conducted to collect qualitative data [where seven respondents who had completed the questionnaire and agreed to participate in follow-up interviews were selected (i.e., convenience, nonprobability sampling) and in turn invited to participate]. The quantitative data were descriptively and inferentially analysed. Qualitative data was analysed using an inductive six-step thematic approach. The quantitative findings were mapped onto the output of qualitative analysis using the iterative joint display analysis process. Results: A total of 70 employees completed the questionnaire (63.64%), and six out of seven invitees participated in the semi-structured interviews. The percentage of the total extent of agreement of ‘Opinions about Organizational Response’ score was 90.94%. As for the percentage of the total frequency of observation of ‘Conducive Organizational Response Behaviours’ score, it was 95.08%. The qualitative analysis generated a conceptual model, namely: ‘Enablers of Organizational Resilience’, with five interlinked themes namely: Preparedness and planning for uncertainty, Adaptation and agility, Team cohesion, Social responsibility, and Learning organisation. Four meta-inferences emerged from integrating the data findings: Response characteristics, Behaviour specificities, Consistency of opinions, and the Fundamental role of organizational culture. Conclusion: The findings reveal that organizations, in the intersect between higher education and public health, should continue on innovatively investing in agile leadership, strategic partnerships, and a robust continuous learning and development culture to better navigate future disruptions.
A Unique Community Engagement Activity at MBRU
(2018-11) Muir, Tamara; Rahman, Thasleem H; Tegginmani, Shakeel A; Abdelkhaliq, Laila; Rafeeq, Mohamed
The Al Maktoum Medical Library (AMML), an arm of Mohammed Bin Rashid University of Medicine and Health Sciences (MBRU), plays a key role in supporting students and staff of MBRU as well as the wider healthcare community, by providing access to high-quality and authoritative information resources. AMML hosted a library week event on September 23rd - 27th 2018 under the theme ”Discover, Share and Inspire” with both social and library educational activities. It was a unique approach to conduct a whole week of activities to engage library users that included students, faculty, staff and wider healthcare professionals. Key objectives of the Library Week were to promote the library services and create awareness of the vital role that library plays in an academic institute. Preparation started with forming an organizing committee comprising of library staff, students, and faculty to design the scientific, social and community engagement programs for the library week. Library collaborated with leading medical content publishers, library technology providers, bookshops, regional university librarians, internal and external stakeholders.