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Laughlin, Sara, 1949-

The quality library : a guide to staff-driven improvement, better efficiency, and happier customers / Sara Laughlin and Ray W. Wilson. - Chicago : American Library Association, 2008. - 1 online resource (xiv, 144 pages) : illustrations

Includes bibliographical references (pages 137-139) and index.

The continuous improvement approach -- Identify library processes and assess their importance and condition -- Standardize the process -- Measure process performance -- Rapidly improve the process -- Manage process improvement throughout the library system.

Use copy


Electronic reproduction.
[S.l.] :
HathiTrust Digital Library,
2011.


Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002.
http://purl.oclc.org/DLF/benchrepro0212

ISBN: 9781441618979 144161897X

Subjects--Topical Terms:
Library administration--United States.
Total quality management--United States.
Library planning--United States.
Customer services--United States.
Total quality management.
Consumer satisfaction.
Library Administration--methods
Total Quality Management
Library Services--organization & administration
Program Evaluation
Consumer Behavior
Bibliothèques--Administration--États-Unis.
Qualité totale--États-Unis.
Bibliothèques--Planification--États-Unis.
Service à la clientèle--États-Unis.
Qualité totale.
Consommateurs--Satisfaction.
LANGUAGE ARTS & DISCIPLINES--Library & Information Science--Administration & Management.
Customer services.
Library administration.
Library planning.
Total quality management.

Subjects--Geographic Terms:
United States.

Index Terms--Genre/Form:
Electronic books.
Electronic books.

LC Class. No.: Z678 / .L345 2008eb

Dewey Class. No.: 025.1

National Library of Medicine Call No.: Z 678 / L374q 2008