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ERIC Number: ED405866
Record Type: Non-Journal
Publication Date: 1995
Pages: 14
Abstractor: N/A
Reference Count: N/A
Performance Measurement in the Context of Quality Management.
Cotta-Schonberg, Michael
This report describes Copenhagen (Denmark) Business School Library's (CBSL) use of performance measurement to manage the quality of library services and facilities. The CBSL quality management program consists of: a statement of strategic goals of development and operation, including a focus on users, good service, efficient internal functions, and optimal use of resources; a program for staff training and development with plans for manuals for operations and service; an evaluation procedure; and a procedure for corrective action. Performance measurement is a necessary instrument for quality management. It makes possible the assessment of whether or not a library fulfills its goals and objectives, and whether or not particular objectives remain relevant. Performance measurement cannot provide a totally objective and comprehensive image of a library's function, but is still necessary for a quality conscious library. Management is an art, not a science, and decisions must be made on the basis of approximate knowledge and intuition. The report covers: (1) librarians and management theories; (2) performance measurement, evaluation, strategy, corrective action, and the CBSL quality management program; (3) the concept, purpose, and types of performance measurement; (4) a fictional case study measuring performance of an interlibrary loan program; and (5) problems of performance measurement that affect quality management. A brief discussion with the author is provided. (Author/SWC)
Publication Type: Opinion Papers; Reports - Evaluative; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Denmark