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. - xiv, 144 p. : ill. ; 28 cm.
Includes bibliographical references (p. 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.
9780838909522 (alk. paper) 0838909523 (alk. paper)
2007030710
Library administration--United States.
Total quality management--United States.
Library planning--United States.
Customer services--United States.
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. - xiv, 144 p. : ill. ; 28 cm.
Includes bibliographical references (p. 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.
9780838909522 (alk. paper) 0838909523 (alk. paper)
2007030710
Library administration--United States.
Total quality management--United States.
Library planning--United States.
Customer services--United States.