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

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

By: Despina Dapias Wilson (author), Anne E.C. Norman (author), Theresa Del Tufo (author)Paperback

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Description

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.

About Author

Despina Dapias Wilson is a management analyst II for the Delaware State Library. Theresa del Tufo is an organizational consultant for Del Tufo Consulting in Delaware. Anne E.C. Norman is State Librarian and Director of the Delaware State Library.

Product Details

  • ISBN13: 9780786430369
  • Format: Paperback
  • Number Of Pages: 220
  • ID: 9780786430369
  • ISBN10: 0786430362

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  • Saver Delivery: Yes
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