Quality management and benchmarking in the information sector : results of recent research

목차 (Table of Contents)

• CONTENTS
• The authors = ⅶ
• Introduction and overview / John Brockman = xi
• Quality management and benchmarking : background = 1
• Quality defined : the basic concepts = 3
• The evolution of quality management = 9
• The quality environment = 17
• References and bibliography = 26
• Appendix = 30
• Quality management in libraries / Peter Brophy ; Kate Coulling = 33
• Introduction = 35
• Quality and the organizational environment = 39
• Mapping quality concepts = 45
• The quality management model in practice = 63
• Performance measurement and quality = 102
• Conclusions = 105
• References and evaluative bibliography = 106
• Quality management and public library services the right approach? / Eileen Milner ; Margaret Kinnell ; Bob Usherwood = 121
• Introduction = 123
• Where are we now? Quality management in UK public libraries = 140
• Quality management : learning from other sectors = 173
• The management of quality = 199
• The continuing evolution of quality management : ways forward = 209
• References and bibliography = 223
• Appendices = 237
• The development of a scale to measure the quality of an academic library from the perspective of its users / Philip Brooks ; Don Revill ; Tony Shelton = 263
• Introduction = 265
• The development process = 268
• References = 275
• Appendices = 277
• Towards library excellence : best practice benchmarking in the library and information sector / Penny Garrod ; Margaret Kinnell = 305
• Introduction = 307
• Research findings = 315
• Theory into practice = 344
• Quality management in the LIS sector : a cross-sectoral analysis = 358
• Benchmarking : finding the right approach = 367
• References and bibliography = 376
• Appendices = 382
• Index = 399