The Measure of Library Excellence: Linking the Malcolm Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality - Softcover

Wilson, Despina Dapias; Tufo, Theresa Del; Norman, Anne E. C.

 
9780786430369: The Measure of Library Excellence: Linking the Malcolm Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality
Softcover
ISBN 10: 0786430362 ISBN 13: 9780786430369
Verlag: McFarland, 2007

Inhaltsangabe

Today's libraries are facing continually increasing challenges regarding information organization, consumer presentation and, on a financial level, taxpayer accountability. Analyzing and upgrading library services while staying within a limited budget is a problem which concerns many librarians. 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 from the management level down. The authors aptly discuss the advantages, disadvantages and possible pitfalls of their chosen approach. Additional topics include analysis of an organization's infrastructure, performance management and fact-based decision making.

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Über die Autorin bzw. den Autor

Despina Dapias Wilson is a management analyst II for the Delaware State Library.

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Verlag
McFarland
Erscheinungsdatum
2007
Sprache
Englisch
ISBN 10 
0786430362
ISBN 13 
9780786430369
Einband
Taschenbuch
Anzahl der Seiten
222
Kontakt zum Hersteller
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Verantwortliche Person
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