The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

Considers strategies for the implementation of quality improvement in libraries. Highlights include structured quality improvement, especially Total Quality Management; organizational change; customer focus; continuous improvement; data-based decision making; systems thinking; employee involvement in decision making; diffusion of innovation;…

Information services managers have a responsibility to provide the best information delivery possible. The basic principles of total quality management can be used by information professionals to help justify library funding through the creation of an environment where customer-patron satisfaction is paramount. This book reveals how to apply the…

Queensland University of Technology (QUT) is one of Australia's largest universities, enrolling 30 000 students. Our Information Literacy Framework and Syllabus was endorsed as university policy in February 2001. QUT Library uses the Australian Information Literacy Standards as the basis and entry point for our syllabus. The university-wide…