The quality infrastructure : measuring, analyzing, and improving library services / edited by Sarah Anne Murphy.

Format:

• Book

Contributor:

• Murphy, Sarah Anne, editor.

Language:

English

Subjects (All):

• Academic libraries--United States--Evaluation--Case studies.
• Research libraries--United States--Evaluation--Case studies.
• Public services (Libraries)--Evaluation--Case studies.
• Libraries--Quality control--Case studies.
• Library administration--United States--Case studies.
• Library administration--Canada--Case studies.

Physical Description:

1 online resource (201 p.)

Edition:

1st ed.

Place of Publication:

Chicago, [Illinois] : American Library Association, 2014.

Language Note:

English

Summary:

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.

Contents:

• The Quality Infrastructure: Measuring, Analyzing, and Improving Library Services; Contents; Introduction; Chapter 1: From User Needs to Organizational Performance: Twenty Years of Assessment at the University of Washington Libraries; Program Foundation, 1991-1994; Developing an Ongoing Assessment Program, 1995-1999; Building Effective, Sustainable and Practical Library Assessment, 1999-2005; Integrating Planning and Assessment, 2006-2011; Assessment Activities: Local Surveys; Other Assessment Activities; Collaborative Assessment; Conclusion
• Chapter 2: Tracking Our Performance: Assessment at the University of Virginia LibraryDevelopment of the User Survey Program; The Evolution of the Management Information Services Department; Selected MIS Projects; The Balanced Scorecard Project; Sustainable Assessment; Conclusion; Chapter 3: The Implementation and Evolution of Quality Management in the University of Arizona Libraries; Introducing Quality Management and Process Improvement; Introduction of LibQUAL and Action Gap Surveys; Restructuring, Project Management, Assessment, and Strategic Planning
• Current State of Quality in the LibrariesResults of the University of Arizona Libraries' Focus on Quality; The Future of Quality in the University of Arizona Libraries; Challenges; Conclusions; Chapter 4: Committed to Quality: Syracuse University Library's Program Management Center; Creating the Program Management Center; Gate and Security Alarm Project; Library Measures Data Repository; Conclusion; Chapter 5: Thriving through Organizational Agility: The NIST Information Services Office's Baldrige Journey; Background; The Baldrige Criteria and Framework
• Building a Culture Focused on Knowledge Sharing, Improvement, and ResultsRole Model Practices; ISO's Lab Liaison Program; Vision Implementation Project; ISO's Workforce Development and Performance Management Systems; Conclusion; Chapter 6: Pursuing Organizational Performance Excellence: The Emory University Libraries' Journey; Introducing Organizational Performance Excellence, 2006-2009; Introducing the Baldrige Criteria for Performance Excellence, 2009-2010; The Self-Assessment, 2010-present; Conclusion: Integration, Communication, and Wider Engagement, 2012-Future
• Chapter 7: The Development of an Evaluation and Assessment Program for the Ontario Council of University LibrariesHistory of Evaluation and Assessment at OCUL; The Evaluation and Assessment Librarian; The Evaluation and Assessment Program; COUNTER Compliance and the Scholars Portal Usage Data Portal; A Second Iteration of MINES for Libraries at OCUL; The Serials Collection Overlap Tool: Facilitating Evidence-Based Collection Development; Conclusion; Chapter 8: Creating Analyst Positions in an Academic Library: The UC-San Diego Example
• Evolution of the Analyst Position Model: The UCSD Libraries' Solution

Notes:

• Includes index.
• Description based on print version record.

ISBN:

• 0-8389-1173-0
• 0-8389-9496-2

OCLC:

918892863