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Acknowledgments vii
Preface 1
Introduction 5
The Baldrige Criteria for Performance Excellence
Introduction to the Baldrige Criteria 17
Quality and the Baldrige Criteria: Why Adopt the Baldrige Way? What's in It for Libraries? 24
What Is Quality? What Is Quality Management? 28
Starting a Quality Project: The Quality Management Plan 52
Putting the Plan into Action: Quality Implementation 60
Maintaining and Improving Your Commitment to the Baldrige Criteria 65
Interpreting and Using the Baldrige Criteria 74
Application Template of the Baldrige Criteria 110
The Balanced Scorecard
Introduction to the Balanced Scorecard 125
The History, Purpose, and Definitions of the Balanced Scorecard 130
Components of a Balanced Scorecard 148
A Closer Look at the Perspectives 157
Developing and Deploying Your Balanced Scorecard 171
Maintaining and Improving Your Commitment to the Balanced Scorecard 199
Conclusion 203
References 205
Index 209
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Michael Snyder
reviewed The Measure of Library Excellence: Linking the Malcolm Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality on March 13, 2012
The Measure of Library Excellence: Linking the Malcolm Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality
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