TY  - BOOK
AU  - Laughlin,Sara
AU  - Wilson,Ray W.
TI  - The quality library: a guide to staff-driven improvement, better efficiency, and happier customers 
SN  - 9780838909522 (alk. paper)
PY  - 2008///
CY  - Chicago
PB  - American Library Association
KW  - Library administration
KW  - United States
KW  - Total quality management
KW  - Library planning
KW  - Customer services
KW  - Library Administration
KW  - methods
KW  - Library Services
KW  - organization & administration
KW  - Program evaluation
KW  - Consumer satisfaction
N1  - 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
UR  - http://www.loc.gov/catdir/toc/ecip0723/2007030710.html
ER  -