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| Main Author: | |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
1998
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ577792 |
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Table of Contents:
- Customers First: Using Process Improvement To Improve Service Quality and Efficiency. Larson, Catherine A. Academic Libraries Data Collection Efficiency Higher Education Improvement Programs Library Planning Library Services Models Needs Assessment Quality Control User Needs (Information) Describes steps in a process-improvement project for reserve book services at the University of Arizona Library: (1) plan--identify process boundaries and customer requirements, gather/analyze data, prioritize problems; (2) do--encourage divergent thinking, reach convergent thinking, find solutions; (3) check--pilot solutions, compare costs; and (4) act--implement solutions. Includes a data collection form. (PEN)