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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
German Academic Libraries: Tradition and Change.
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Bunzel, Jurgen; Poll, Roswitha – Journal of Academic Librarianship, 2002
Describes academic libraries in Germany and how they have been influenced by restructuring and reforming the higher education system, changes in information technology and information industry, and effects of the German reunification process. Discusses library resources, including staff, buildings, and collections; catalogs; preservation; user…
Descriptors: Academic Libraries, Educational Change, Foreign Countries, Futures (of Society)