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Library Trends

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Poll, Roswitha

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Germany

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Managing Service Quality with the Balanced Scorecard.

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Poll, Roswitha – 2001

In order to evaluate and utilize library data for the management process, a German project, sponsored by the German Research Council, uses the Balanced Scorecard as the concept for integrated quality management. Performance indicators across the following four perspectives are combined to produce a balanced evaluation of the library: (1) users,…

Descriptors: Evaluation Criteria, Evaluation Methods, Foreign Countries, Library Administration

Performance, Process, and Costs: Managing Service Quality with the Balanced Scorecard.

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Poll, Roswitha – Library Trends, 2001

Describes a cooperative project among three German libraries that used the Balanced Scorecard as a concept for an integrated quality management system. Considers performance indicators across four perspectives that will help academic libraries establish an integrated controlling system and to collect and evaluate performance as well as cost data…

Descriptors: Academic Libraries, Costs, Data Collection, Decision Making