The Measure of Library Excellence: Linking the Malcolm Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality

by Despina Dapias Wilson, Theresa Del Tufo, Anne E.C. Norman

Overview

Today's libraries are facing continually increasing challenges regarding information organization, consumer presentation and, on a financial level, taxpayer accountability. Analyzing and upgrading library services while staying within a limited budget is a problem which concerns many librarians. Written by professionals with practical experience, this volume presents a new approach to performance assessment and improvement through the combined use of Malcolm Baldrige Critieria and the Balanced Scorecard. It walks the reader through the sequential methodology of each theory, explaining the advantages of combining the two and providing guidance regarding their practical implementation from the management level down. The authors aptly discuss the advantages, disadvantages and possible pitfalls of their chosen approach. Additional topics include analysis of an organization's infrastructure, performance management and fact-based decision making.

Product Details

ISBN-13:	9780786430369
Publisher:	McFarland & Company, Incorporated Publishers
Publication date:	10/31/2007
Pages:	220
Product dimensions:	6.90(w) x 9.90(h) x 0.70(d)
Age Range:	18 Years

About the Author

Despina Dapias Wilson is a management analyst II for the Delaware State Library. Theresa del Tufo is a community leader, educator, organizational consultant, and technical and motivational writer. She is currently the CEO at del Tufo Consulting, LLC. In March of 2009, Theresa was inducted into the Hall of Fame of Delaware Women by Governor Jack Markell, for her lifetime achievement and outstanding accomplishments. She lives in Dover, Delaware. Anne E.C. Norman is State Librarian and Director of the Delaware State Library.

Table of Contents

Table of Contents

Acknowledgments     
Preface     
Introduction     

PART I : The Baldrige Criteria for Performance Excellence
1. Introduction to the Baldrige Criteria     
2. Quality and the Baldrige Criteria: Why Adopt the Baldrige Way? What’s in It for Libraries?     
3. What Is Quality? What Is Quality Management?     
4. Starting a Quality Project: The Quality Management Plan     
5. Putting the Plan into Action: Quality Implementation     
6. Maintaining and Improving Your Commitment to the Baldrige Criteria     
7. Interpreting and Using the Baldrige Criteria     
8. Application Template of the Baldrige Criteria     

PART II : The Balanced Scorecard
9. Introduction to the Balanced Scorecard     
10. The History, Purpose, and Definitions of the Balanced Scorecard     
11. Components of a Balanced Scorecard     
12. A Closer Look at the Perspectives     
13. Developing and Deploying Your Balanced Scorecard     
14. Maintaining and Improving Your Commitment to the Balanced Scorecard     

Conclusion     
References     
Index     

Editorial Reviews

a welcome addition...well written...highly recommend”—Counterpoise; “generously illustrated with diagrams, tables and charts which complement the text. The authors certainly believe in what they have written, and their enthusiasm is infectious”—The Australian Library Journal.

From the Publisher

"generously illustrated with diagrams, tables and charts which complement the text. The authors certainly believe in what they have written, and their enthusiasm is infectious"

The Australian Library Journal

a welcome addition...well written...highly recommend

Counterpoise