The measure of library excellence : linking the Malcolm Baldrige Criteria and Balanced Scorecard methods to assess service quality

Resource Information

The work The measure of library excellence : linking the Malcolm Baldrige Criteria and Balanced Scorecard methods to assess service quality represents a distinct intellectual or artistic creation found in European University Institute. This resource is a combination of several types including: Work, Language Material, Books.

Label

The measure of library excellence : linking the Malcolm Baldrige Criteria and Balanced Scorecard methods to assess service quality

Title remainder

linking the Malcolm Baldrige Criteria and Balanced Scorecard methods to assess service quality

Statement of responsibility

Despina Dapias Wilson, Theresa del Tufo and Anne E.C. Norman

Creator

• Wilson, Despina Dapias, 1965-

Contributor

• Norman, Anne E. C., 1956-
• Del Tufo, Theresa, 1943-

Subject

• Library planning
• Organizational change -- Management
• Organizational effectiveness -- Evaluation
• Libraries -- Evaluation
• Public services (Libraries) -- Evaluation

Language

eng

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

Cataloging source

IT-FiEUI

Illustrations

illustrations

Index

index present

Literary form

non fiction

Nature of contents

bibliography