Murphy, Sarah Anne.
The Quality Infrastructure: Measuring, Analyzing and Improving Library Services.
Chicago: ALA, 2014. 025.587 Quali ISBN 978-0-8389-1173-0
A library's infrastructure
of programs and personnel is its most valuable asset, providing the foundation
for everything it does and aspires to do, which is why assessment is so vitally
important. In this collection of case studies, Murphy and her team of
contributors describe how quality assessment programs have been implemented and
how they are used to continuously improve service at a complete cross-section
of institutions. This volume looks at how a program was established within a
library organization, the individual roles for staff participating in the
program, and singles out which activities and projects were most successful.
Describes programs such as the Baldrige Criteria for Performance Excellence,
Lean Six Sigma, and ISO 9001:2000 Examines contexts ranging from a liberal-arts
college library to key federal government libraries, to libraries that serve
major research universities in the United States and Canada. Summarizing
specific tools for measuring service quality alongside tips for using these
tools most effectively, this book helps libraries of all kinds take a
programmatic approach to measuring, analyzing, and improving library services.
