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| Main Author: | |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2001
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ633213 |
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Table of Contents:
- Performance, Process, and Costs: Managing Service Quality with the Balanced Scorecard. Poll, Roswitha Academic Libraries Costs Data Collection Decision Making Evaluation Methods Foreign Countries Higher Education Integrated Library Systems Library Administration Library Cooperation Library Services Describes a cooperative project among three German libraries that used the Balanced Scorecard as a concept for an integrated quality management system. Considers performance indicators across four perspectives that will help academic libraries establish an integrated controlling system and to collect and evaluate performance as well as cost data for management decisions. (Author/LRW)