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The research proposes a set of actions to improve the quality of services in the Library of the University of Managua (UdeM). The study assumes the mixed approach with the use of quali-quanti cutting methods. To identify opportunities for improvement in the UdeM library service, at the beginning of the research the key variables are defined: Management, Communication, Human Resources, Physical and technological infrastructure. Later, the diagnosis was made, the main opportunities are declared, which served to shape actions by variables to improve the quality of services in the UdeM Library, which have been developing since 2010. In addition, the assessment of indicators to evaluate the execution of the actions, for the continuous improvement of the quality of the institution and the implementation of a quality management system.



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