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The quality library : a guide to staff-driven improvement, better efficiency, and happier customers / Sara Laughlin and Ray W. Wilson.
Laughlin, Sara, 1949-
Chicago : American Library Association, 2008.
xiv, 144 p. : ill. ; 28 cm.
Includes bibliographical references (p. 137-139) and index.
The continuous improvement approach -- Identify library processes and assess their importance and condition -- Standardize the process -- Measure process performance -- Rapidly improve the process -- Manage process improvement throughout the library system.
Library administration--United States.
Total quality management--United States.
Library planning--United States.
Customer services --United States.
Library Administration --methods.
Total Quality Management.
Library Services --organization & administration.
Wilson, Ray W.
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