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

By: DD Wilson, TD Tufo and Aec Norman

220 pages, ca. 75 photographs, diagrams, tables, bibliography, index

McFarland

Paperback | Nov 2007 | #177145 | ISBN-13: 9780786430369
Availability: Usually dispatched within 5 days Details
NHBS Price: £44.95 $57/€54 approx

About this book

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 Baldridge 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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