The quality library : a guide to staff-driven improvement, better efficiency, and happier customers - Laughlin, Sara, 1949-; Wilson, Ray W. (Chicago : American Library Association, 2008)
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.
Includes bibliographical references (p. 137-139) and index.
Keywords: 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; Program evaluation; Consumer satisfaction