The quality library
Subtitle: a guide to staff-driven improvement, better efficiency, and happier customers
By: Sara Laughlin and Ray W. Wilson.
Contributors: Wilson, Ray W.
Publisher: American Library Association
Published: 2008
Place of publication: Chicago
Language: eng
Number of pages: 144
ISBN-13: 9780838909522
Subjects: Library administration -- United States; Total quality management -- United States; Library planning -- United States; Customer services -- United States; Library Administration -- methods; Total Quality Management; Library Services -- organization & administration; Program Evaluation; Consumer Satisfaction
Description: "Based on more than fifty years of combined expertise in organizational improvement, The Quality Library offers a methodology for pinpointing trouble areas and improving processes. By developing a customer-focused system outlining library processes and networks, administrators and managers can quickly determine areas for change that apply directly to the library's goals and missions. Staff will also learn how to measure the performance of new processes, giving the library a means of quantifying their effects." "By continuously evaluating processes based on the guidelines and worksheets provided here, public and academic library administrators and managers will improve the quality and efficiency of service for patrons and staff alike."--Jacket.
Notes: Includes bibliographical references (p. 137-139) and index.
Table of contents: title: The continuous improvement approach; title: Identify library processes and assess their importance and condition; title: Standardize the process; title: Measure process performance; title: Rapidly improve the process; title: Manage process improvement throughout the library system.