The Measure of Library Excellence

Linking the Malcolm Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality

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About the Book

Today’s libraries are facing continually increasing challenges regarding information organization, consumer presentation and, on a financial level, taxpayer accountability. Analyzing and upgrading library services while staying within a limited budget is a problem which concerns many librarians. Written by professionals with practical experience, this volume presents a new approach to performance assessment and improvement through the combined use of Malcolm Baldrige Critieria and the Balanced Scorecard. It walks the reader through the sequential methodology of each theory, explaining the advantages of combining the two and providing guidance regarding their practical implementation from the management level down. The authors aptly discuss the advantages, disadvantages and possible pitfalls of their chosen approach. Additional topics include analysis of an organization’s infrastructure, performance management and fact-based decision making.

About the Author(s)

Despina Dapias Wilson is a management analyst II for the Delaware State Library.
Theresa del Tufo is an organizational consultant for Del Tufo Consulting in Delaware.
Anne E.C. Norman is State Librarian and Director of the Delaware State Library.

Bibliographic Details

Despina Dapias Wilson , Theresa del Tufo and Anne E.C. Norman
Format: softcover (7 x 10)
Pages: 220
Bibliographic Info: 137 diagrams and tables, bibliography, index
Copyright Date: 2008
pISBN: 978-0-7864-3036-9
eISBN: 978-1-4766-1178-5
Imprint: McFarland

Table of Contents

Acknowledgments      vii

Preface      1

Introduction      5

PART I : The Baldrige Criteria for Performance Excellence

1. Introduction to the Baldrige Criteria      17

2. Quality and the Baldrige Criteria: Why Adopt the Baldrige Way? What’s in It for Libraries?      24

3. What Is Quality? What Is Quality Management?      28

4. Starting a Quality Project: The Quality Management Plan      52

5. Putting the Plan into Action: Quality Implementation      60

6. Maintaining and Improving Your Commitment to the Baldrige Criteria      65

7. Interpreting and Using the Baldrige Criteria      74

8. Application Template of the Baldrige Criteria      110

PART II : The Balanced Scorecard

9. Introduction to the Balanced Scorecard      125

10. The History, Purpose, and Definitions of the Balanced Scorecard      130

11. Components of a Balanced Scorecard      148

12. A Closer Look at the Perspectives      157

13. Developing and Deploying Your Balanced Scorecard      171

14. Maintaining and Improving Your Commitment to the Balanced Scorecard      199

Conclusion      203

References      205

Index      209

Book Reviews & Awards

“a welcome addition…well written…highly recommend”—Counterpoise; “generously illustrated with diagrams, tables and charts which complement the text. The authors certainly believe in what they have written, and their enthusiasm is infectious”—The Australian Library Journal.