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Improving Performance in the Academic Library using Baldrige Award Criteria

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Maira Bundza

Author: John Potter ITT Technical Institute

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Improving Performance in the Academic Library using Baldrige Award Criteria Presenter: John Potter, Librarian ITT Technical Institute/Grand Rapids, MI
What is Baldrige Performance Criteria? ,[object Object],[object Object],[object Object]
The Logo’s Importance
Roles of The Malcolm Baldrige National Quality Award (from the NIST website) ,[object Object],[object Object],[object Object]
The Seven Performance Criteria: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Role of Performance Criteria (from the NIST website) ,[object Object],[object Object],[object Object],[object Object],[object Object]
Sample Category Question: ,[object Object],[object Object],[object Object],[object Object],[object Object]
Possible Response from Library Application ,[object Object],[object Object]
Daily Daily/ Monthly Ad hoc Quarterly Frequency Circulation trends kept in database to determine pattern use, correlate with promotions. Complaints resolved within goal time of 24 hrs. Data analyzed monthly. Operations Cmte facilitates these focus groups to understand how improvements can be made Staff analyzes information, makes recommendations Relative Importance to Relationship Decisions Data collected daily about reference and circulation use. Data Collection Library supplies a card with each reference request to solicit comments on quality and timeliness Comment Cards Faculty-Librarian partnership discussions held to determine changing learning requirements. Focus Groups Staff assists with quarterly survey on past service and projected demand Faculty Survey Information Collected and Shared Needs Determination Methods
Recommended: The Measure of Library Excellence: Linking the Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality By Despina Dapias Wilson (2007) ISBN 978-0786430369
Its not just an Award… ,[object Object],[object Object],[object Object]
Malcolm Baldrige National Quality Award Information: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Baldrige Resources

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Improving Performance in the Academic Library using Baldrige Award Criteria

  • 1. Improving Performance in the Academic Library using Baldrige Award Criteria Presenter: John Potter, Librarian ITT Technical Institute/Grand Rapids, MI
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  • 9. Daily Daily/ Monthly Ad hoc Quarterly Frequency Circulation trends kept in database to determine pattern use, correlate with promotions. Complaints resolved within goal time of 24 hrs. Data analyzed monthly. Operations Cmte facilitates these focus groups to understand how improvements can be made Staff analyzes information, makes recommendations Relative Importance to Relationship Decisions Data collected daily about reference and circulation use. Data Collection Library supplies a card with each reference request to solicit comments on quality and timeliness Comment Cards Faculty-Librarian partnership discussions held to determine changing learning requirements. Focus Groups Staff assists with quarterly survey on past service and projected demand Faculty Survey Information Collected and Shared Needs Determination Methods
  • 10. Recommended: The Measure of Library Excellence: Linking the Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality By Despina Dapias Wilson (2007) ISBN 978-0786430369
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