Quality Library: A Guide to Staff-Driven Improvement, Better Efficiency, and Happier Customers
"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...
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"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.
Ch. 1 The Continuous Improvement Approach 1Ch. 2 Identify Library Processes and Assess Their Importance and Condition 22Ch. 3 Standardize the Process 44Ch. 4 Measure Process Performance 68Ch. 5 Rapidly Improve the Process 84Ch. 6 Manage Process Improvement throughout the Library System 105App. A List of Library Processes 121App. B Library Process Measures 127Glossary of Process Improvement Terms 133References 137Index 141
