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The Quality Infrastructure: Measuring, Analyzing, and Improving Library Services
Edited by Sarah Anne Murphy
Item Number: 978-0-8389-1173-0
Publisher: ALA Editions
Price: $65.00
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The e-book edition and the print/e-book bundle of this title are also available separately.

200 pages
6" x 9"
ISBN-13: 978-0-8389-1173-0
Year Published: 2014
AP Categories: A, B, I, J, Z

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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 and 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.
Table of Contents

Sarah Anne Murphy

1 From User Needs to Organizational Performance: Twenty Years of Assessment at the University of Washington Libraries
Steve Hiller and Stephanie Wright

2 Tracking Our Performance: Assessment at the University of Virginia Library
Lynda S. White

3 The Implementation and Evolution of Quality Management in the University of Arizona Libraries
Chestalene Pintozzi

4 Committed to Quality: Syracuse University Library’s Program Management Center
Terriruth Carrier and Nancy B. Turner

5 Thriving Through Organizational Agility: The NIST Information Services Office’s Baldrige Journey
Barbara P. Silcox, Mary-Deirdre Coraggio, Susan Makar, and Mylene Ouimette

6 Pursuing Organizational Performance Excellence: The Emory University Libraries’ Journey
Xuemao Wang and Emily Thornton

7 The Development of an Evaluation and Assessment Program for the Ontario Council of University Libraries
Dana Thomas and Kate Davis

8 Creating Analyst Positions in an Academic Library: The UC-San Diego Example
Kymberly Anne Goodson and Daniel Suchy

9 Kansas State University Libraries’ Office of Library Planning and Assessment
Laurel Ann Littrell

10 Building an Assessment Program in the Liberal Arts College Library
Lucretia McCulley

11 Developing a Library Assessment Program at Washington University in St. Louis
Carol Mollman

About the Author

Sarah Anne Murphy has held various positions at Ohio State University since 1999. She is currently coordinator of research and reference for the OSU Libraries. Murphy earned a master of business of administration from The Ohio State University Fisher College of Business in 2008 and her master of library science from Kent State University in 2000. She has published papers on Lean Six Sigma, mentoring, and issues related to veterinary medicine libraries in College and Research Libraries, the Journal of Academic Librarianship, and the Journal of the Medical Library Association.

“These essays are densely written, with helpful advice and many real-world examples of how to accomplish meaningful assessment and improvement. Their optimistic tone and the variety of options presented to achieve and refine a quality infrastructure are encouraging … This book is recommended for librarians searching for fresh ideas on how to improve their libraries.”
— Serials Review

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Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition
Item Number:  978-0-8389-1308-6
This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.
Price: $75.00
The Librarian as Information Consultant: Transforming Reference for the Information Age
Item Number:  978-0-8389-1086-3
Murphy adapts existing business practices and programs to the context of the library, allowing frontline staff and administrators in any type of reference department to monitor and continuously improve their library’s services.
Price: $49.00
The Quality Library: A Guide to Self-Improvement, Better Efficiency, and Happier Customers
Item Number:  978-0-8389-0952-2
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.
Price: $57.00