Bibliograph

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

Type

Label

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

Language

eng

Bibliography note

Includes bibliographical references (pages 205-207) and index

Illustrations

illustrations

Index

index present

Literary Form

non fiction

Main title

The measure of library excellence

Nature of contents

bibliography

Oclc number

144223867

Responsibility statement

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

Sub title

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

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

Table Of Contents

Part I: The Baldridge Criteria for Performance Excellence -- 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 CriteriaPart II: The Balanced Scorecard -- 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

Contributor

Creator