Measuring, analyzing and improving library services
For Immediate Release
CHICAGO — 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. Summarizing specific tools for measuring service quality alongside tips for using these tools most effectively, “The Quality Infrastructure: Measuring, Analyzing, and Improving Library Services,” published by ALA Editions, helps libraries of all kinds take a programmatic approach to library service assessment. In this collection of case studies, editor Sarah Anne 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.
Murphy has held various positions at Ohio State University since 1999. She is currently coordinator of research and reference for the OSU Libraries. 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.
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