Performance Measurement in the Context of Quality Management.

Autor/in	Cotta-Schonberg, Michael
Titel	Performance Measurement in the Context of Quality Management.
Quelle	(1995), (14 Seiten) PDF als Volltext kostenfreie Datei Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Monographie
Schlagwörter	Stellungnahme; Academic Libraries; Case Studies; Cost Effectiveness; Efficiency; Evaluation Methods; Foreign Countries; Higher Education; Librarians; Library Administration; Library Facilities; Library Planning; Library Role; Library Services; Measurement Techniques; Organizational Effectiveness; Organizational Objectives; Staff Development; Strategic Planning; Users (Information); Denmark + Suchen Sie Ihr Suchwort? College; Colleges; University; Universities; Libary; Libraries; Hochschule; Fachhochschule; Universität; Bibliothek; Hochschulbibliothek; Case study; Fallstudie; Case Study; Kosten-Nutzen-Analyse; Kosten-Nutzen-Denken; Effectiveness; Effektivität; Wirkungsgrad; Ausland; Hochschulbildung; Hochschulsystem; Hochschulwesen; Librarian; Bibliothekar; Bibliothekarin; Bibliotheksarbeit; Messtechnik; Unternehmenserfolg; Business goal; Unternehmensziel; Personnel development; Personalentwicklung; Strategy; Planning; Strategie; Planung; Benutzerprofil; Nutzer; Dänemark
Abstract	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)
Erfasst von	ERIC (Education Resources Information Center), Washington, DC