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

Wilson, Despina Dapias; Del Tufo, Theresa; Norman, Anne E.C.

Softcover

ISBN 10: 0786430362 ISBN 13: 9780786430369

Publisher: McFarland & Co, 2007

Synopsis

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 Baldrige 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 this title

About the Authors

Despina Dapias Wilson is a management analyst II for the Delaware State Library.

Theresa del Tufo is a community leader, an educator, an organizational consultant, and a technical and motivational writer. She is currently the CEO and principal consultant at del Tufo Consulting, LLC. In March of 2009, Theresa was inducted into the Hall of Fame of Delaware Women by Governor Jack Markell. The award is the most prestigious recognition bestowed on Delaware women for lifetime achievement and outstanding accomplishments. She lives in Dover, Delaware.

Anne E.C. Norman is State Librarian and Director of the Delaware State Library.

Edition details

• Publisher: McFarland & Co
• Publication date: 2007
• Language: English
• ISBN 10: 0786430362
• ISBN 13: 9780786430369
• Binding: Paperback
• Number of pages: 220