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Managing Service Quality with the Balanced Scorecard.

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Title: Managing Service Quality with the Balanced Scorecard.
Language: English
Authors: Poll, Roswitha
Availability: For full text: http://www.ifla.org.
Peer Reviewed: N
Page Count: 10
Publication Date: 2001
Document Type: Reports - Descriptive
Speeches/Meeting Papers
Descriptors: Evaluation Criteria, Evaluation Methods, Foreign Countries, Library Administration, Library Funding, Library Services, User Satisfaction (Information), Users (Information)
Geographic Terms: Germany
Abstract: In order to evaluate and utilize library data for the management process, a German project, sponsored by the German Research Council, uses the Balanced Scorecard as the concept for integrated quality management. Performance indicators across the following four perspectives are combined to produce a balanced evaluation of the library: (1) users, including market penetration, user satisfaction rate, user satisfaction with opening times, library visits per member of the population, immediate availability, percent of the population using electronic library services, and percent of remote accesses to electronic library services of all accesses; (2) finances, including total costs of the library per active user, total costs of the library per library visit, acquisitions expenditure compared to the total costs of the library, and percent of staff costs per library service/product to total staff costs; (3) internal processes, including acquired media per staff year, average media processing time, number of stages involved in providing a product/service, and percent of all staff costs spent on electronic services; and (4) potentials (innovation), including library budget as a percent of the institution's budget, percent of the library's budget from project funding or income generation, number of training lessons per staff member, and number of short-time illnesses per staff member. (MES)
Entry Date: 2002
Accession Number: ED459732
Database: ERIC
FullText Text:
  Availability: 0
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  Data: Managing Service Quality with the Balanced Scorecard.
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  Data: For full text: http://www.ifla.org.
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  Data: 10
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  Data: 2001
– Name: TypeDocument
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  Data: Reports - Descriptive<br />Speeches/Meeting Papers
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  Data: <searchLink fieldCode="DE" term="%22Evaluation+Criteria%22">Evaluation Criteria</searchLink><br /><searchLink fieldCode="DE" term="%22Evaluation+Methods%22">Evaluation Methods</searchLink><br /><searchLink fieldCode="DE" term="%22Foreign+Countries%22">Foreign Countries</searchLink><br /><searchLink fieldCode="DE" term="%22Library+Administration%22">Library Administration</searchLink><br /><searchLink fieldCode="DE" term="%22Library+Funding%22">Library Funding</searchLink><br /><searchLink fieldCode="DE" term="%22Library+Services%22">Library Services</searchLink><br /><searchLink fieldCode="DE" term="%22User+Satisfaction+%28Information%29%22">User Satisfaction (Information)</searchLink><br /><searchLink fieldCode="DE" term="%22Users+%28Information%29%22">Users (Information)</searchLink>
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  Data: <searchLink fieldCode="DE" term="%22Germany%22">Germany</searchLink>
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  Data: In order to evaluate and utilize library data for the management process, a German project, sponsored by the German Research Council, uses the Balanced Scorecard as the concept for integrated quality management. Performance indicators across the following four perspectives are combined to produce a balanced evaluation of the library: (1) users, including market penetration, user satisfaction rate, user satisfaction with opening times, library visits per member of the population, immediate availability, percent of the population using electronic library services, and percent of remote accesses to electronic library services of all accesses; (2) finances, including total costs of the library per active user, total costs of the library per library visit, acquisitions expenditure compared to the total costs of the library, and percent of staff costs per library service/product to total staff costs; (3) internal processes, including acquired media per staff year, average media processing time, number of stages involved in providing a product/service, and percent of all staff costs spent on electronic services; and (4) potentials (innovation), including library budget as a percent of the institution's budget, percent of the library's budget from project funding or income generation, number of training lessons per staff member, and number of short-time illnesses per staff member. (MES)
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      – Text: English
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      Pagination:
        PageCount: 10
    Subjects:
      – SubjectFull: Evaluation Criteria
        Type: general
      – SubjectFull: Evaluation Methods
        Type: general
      – SubjectFull: Foreign Countries
        Type: general
      – SubjectFull: Library Administration
        Type: general
      – SubjectFull: Library Funding
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      – SubjectFull: Library Services
        Type: general
      – SubjectFull: User Satisfaction (Information)
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      – SubjectFull: Users (Information)
        Type: general
      – SubjectFull: Germany
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      – TitleFull: Managing Service Quality with the Balanced Scorecard.
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              M: 08
              Type: published
              Y: 2001
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