Measure of library excellence, the: linking the malcolm baldrige criteria and balanced scorecard methods to assess service quality
Auteur :
Wilson, Despina Dapias / Tufo, Theresa Del / Norman, Anne E.C.
Éditeur :
McFarland & Co Inc
ISBN :
9780786430369
Date de publication :
1 août 2007
Langue :
Anglais
Pays d'origine :
USA
Presents a fresh approach to performance assessment and improvement of library services through the combined use of Malcolm Baldridge Critieria and the Balanced Scorecard. This work discusses the advantages, disadvantages and possible pitfalls of their chosen approach. It also includes an analysis of an organization's infrastructure.