Literaturnachweis - Detailanzeige
Autor/in | Larson, Catherine A. |
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Titel | Customers First: Using Process Improvement To Improve Service Quality and Efficiency. |
Quelle | In: RSR: Reference Services Review, 26 (1998) 1, S.51-60 |
Sprache | englisch |
Dokumenttyp | gedruckt; Zeitschriftenaufsatz |
ISSN | 0090-7324 |
Schlagwörter | Academic Libraries; Data Collection; Efficiency; Higher Education; Improvement Programs; Library Planning; Library Services; Models; Needs Assessment; Quality Control; User Needs (Information) College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Data capture; Datensammlung; Effectiveness; Effektivität; Wirkungsgrad; Hochschulbildung; Hochschulsystem; Hochschulwesen; Effizienzsteigerung; Bibliotheksarbeit; Analogiemodell; Bedarfsermittlung; Qualitätskontrolle; Benutzerbedürfnis |
Abstract | Describes steps in a process-improvement project for reserve book services at the University of Arizona Library: (1) plan--identify process boundaries and customer requirements, gather/analyze data, prioritize problems; (2) do--encourage divergent thinking, reach convergent thinking, find solutions; (3) check--pilot solutions, compare costs; and (4) act--implement solutions. Includes a data collection form. (PEN) |
Erfasst von | ERIC (Education Resources Information Center), Washington, DC |