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The Quality Library: A Guide to Self-Improvement, Better Efficiency, and Happier Customers
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| Sara Laughlin and Ray W. Wilson |
| Item Number: 978-0-8389-0952-2 |
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| Publisher: ALA Editions |
| Price: $55.00 |
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192 pages
8.5" x 11"
Softcover
ISBN-13: 978-0-8389-0952-2
Year Published: 2008
Read sample chapters and the book's index now!
In an environment of budget cuts and freezes, libraries must keep a tight rein on costs and inefficiencies. The efficiency of systems and processes goes hand-in-hand with excellent customer service. Managers, however, often find themselves far enough removed from the day-to-day activities in the library that they don’t know where inefficiencies, mistakes, and poor customer service may occur.
Based on more than 50 years of author expertise in organizational improvement, The Quality Library offers a methodology to pinpoint trouble areas and improve processes. By developing a customer-focused system outlining library processes and networks, administrators and managers can quickly determine areas for improvement that directly apply to the library’s goals and missions. Staff will also learn how to statistically document the new process’s performance, giving the library a means to quantify its effects.
Gives administrators a clear understanding of their suppliers and customers
Empowers front-line staff to make improvements and better decisions
Boosts employee and team morale as they work together to bring about change
Offers real-life success examples showing how process improvement works
Includes figures, appendices, worksheets, and a glossary
By continuously evaluating processes based on the guidelines and worksheets provided here, public and academic library administrators and managers will improve the quality and efficiency of service for patrons and staff alike.
Table of Contents
Foreword
Preface
Acknowledgments
Introduction
Chapter 1 The Continuous Improvement Approach
Chapter 2 Identify Library Processes and Assess Their Importance and Condition
Chapter 3 Standardize the Process
Chapter 4 Measure Process Performance
Chapter 5 Rapidly Improve the Process
Chapter 6 Manage Process Improvement throughout the Library System
Appendix A List of Library Processes
Appendix B Library Process Measures
Glossary of Process Improvement Terms
References
Index
About the Author
Sara Laughlin is president of Sara Laughlin & Associates, a consulting firm specializing in customer-focused, future-oriented planning, evaluation, and continuous improvement. In her 30-plus years as a librarian, she has worked as a reference librarian, branch manager, consortium director, library school faculty, and as a library trustee. Her consulting clients include public and academic libraries, school districts, State librarians and regional consortia, as well as foundations and other non-profits.
Ray Wilson is a process engineer with more than 25 years of experience. He is coauthor with Sara Laughlin and Denise Sisco Shockley of The Library’s Continuous Improvement Fieldbook: 29 Ready-to-Use Tools (ALA Editions, 2003). Ray and Sara have worked together over the last four years in the Indiana Staff Development Council. He is also an active member of the Indy Quality, Productivity, and Improvement Council.
Reviews
“Recommended to all library administrators and managers seeking ways to improve internal operations and services.”
--Theological Librarianship
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Library’s Continuous Improvement Fieldbook: 29 Ready-to-Use Tools
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Item Number:
978-0-8389-0859-4
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Innovations with continuous quality improvement are moving off the manufacturing line, out of the corporation, and into the library. For the first time, this guide applies quality management concepts to make library processes more effective with 29 pr... |
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Price: $45.00 |
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