The measure of library excellence linking the Malcolm Baldrige Criteria and Balanced Scorecard methods to assess service quality
By: Despina Dapias Wilson, Theresa del Tufo, and Anne E.C. Norman.
Contributors: Del Tufo, Theresa, 1943-; Norman, Anne E. C., 1956-
Publisher: McFarland & Co.
Published: 2007
Place of publication: Jefferson, N.C
Language: eng
ISBN-13: 9780786430369
Subjects: Libraries -- Evaluation.; Public services (Libraries) -- Evaluation.; Library planning.; Organizational effectiveness -- Evaluation.; Organizational change -- Management.
Description: "Written by professionals with practical experience, this volume presents a new approach to performance assessment and improvement through the combined use of Malcolm Baldrige Critieria and the Balanced Scorecard. It walks the reader through the sequential methodology of each theory, explaining the advantages of combining the two and providing guidance regarding their practical implementation"--Provided by publisher.
Notes: Includes bibliographical references and index.
Table of contents: value: Introduction to the Baldrige Criteria; value: Quality and the Baldrige Criteria : why adopt the Baldrige way?, what's in it for libraries?; value: What is quality?, what is quality management?; value: Starting a quality project : the quality management plan; value: Putting the plan into action : quality implementation; value: Maintaining and improving your commitment to the Baldrige Criteria; value: Interpreting and using the Baldrige Criteria; value: Application template of the Baldrige Criteria; value: Introduction to the Balanced Scorecard; value: The history, purpose, and definitions of the Balanced Scorecard; value: Components of a Balanced Scorecard; value: A closer look at the perspectives; value: Developing and deploying your Balanced Scorecard; value: Maintaining and improving on your commitment to the Balanced Scorecard.