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The measure of library excellence : linking the Malcolm Baldrige Criteria and Balanced Scorecard methods to assess service quality / Despina Dapias Wilson, Theresa del Tufo and Anne E.C. Norman.

By: Wilson, Despina Dapias, 1965-.
Contributor(s): Del Tufo, Theresa, 1943- | Norman, Anne E. C, 1956-.
Material type: TextTextPublisher: Jefferson, N.C. : McFarland, c2008Bibliography: Includes bibliographical references (p. 205-207) and index.Description: x, 210 p. : ill. ; 26 cm.ISBN: 9780786430369 (pbk. : alk. paper); 0786430362 (pbk. : alk. paper).Subject(s): Libraries -- Evaluation | Public services (Libraries) -- Evaluation | Library planning | Organizational effectiveness -- Evaluation | Organizational change -- ManagementDDC classification: 025.1 Online resources: Table of contents
Contents:
Introduction to the Baldrige Criteria -- Quality and the Baldrige Criteria : why adopt the Baldrige way? what's in it for libraries? -- What is quality? what is quality management? -- Starting a quality project : the quality management plan -- Putting the plan into action : quality implementation -- Maintaining and improving your commitment to the Baldrige Criteria -- Interpreting and using the Baldrige Criteria -- Application template of the Baldrige Criteria -- Introduction to the Balanced Scorecard -- The history, purpose, and definitions of the Balanced Scorecard -- Components of a Balanced Scorecard -- A closer look at the perspectives -- Developing and deploying your Balanced Scorecard -- Maintaining and improving your commitment to the Balanced Scorecard.
Summary: "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.
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Item type Current library Collection Call number Status Date due Barcode
Two Weeks Davenport Library Circulating Collection Print-Circulating 025.1 W692 2008 (Browse shelf(Opens below)) Available 34284003736030

Includes bibliographical references (p. 205-207) and index.

Introduction to the Baldrige Criteria -- Quality and the Baldrige Criteria : why adopt the Baldrige way? what's in it for libraries? -- What is quality? what is quality management? -- Starting a quality project : the quality management plan -- Putting the plan into action : quality implementation -- Maintaining and improving your commitment to the Baldrige Criteria -- Interpreting and using the Baldrige Criteria -- Application template of the Baldrige Criteria -- Introduction to the Balanced Scorecard -- The history, purpose, and definitions of the Balanced Scorecard -- Components of a Balanced Scorecard -- A closer look at the perspectives -- Developing and deploying your Balanced Scorecard -- Maintaining and improving your commitment to the Balanced Scorecard.

"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.

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