TY - JOUR
T1 - Data driven decisions
T2 - Using data to inform process changes in libraries
AU - Veldof, Jerilyn R.
PY - 1999
Y1 - 1999
N2 - Over the past five years staff at every level at the University of Arizona Library have begun drastically improving services and increasing customer satisfaction with the Library. Without the data collection and analysis methods from Total Quality Management these changes would not have been possible. Creating and analyzing Pareto and control charts, customer satisfaction surveys, needs assessment focus group interviews, and other data methods have since become an integral part of everyday work at the Library.
AB - Over the past five years staff at every level at the University of Arizona Library have begun drastically improving services and increasing customer satisfaction with the Library. Without the data collection and analysis methods from Total Quality Management these changes would not have been possible. Creating and analyzing Pareto and control charts, customer satisfaction surveys, needs assessment focus group interviews, and other data methods have since become an integral part of everyday work at the Library.
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U2 - 10.1016/S0740-8188(99)80004-8
DO - 10.1016/S0740-8188(99)80004-8
M3 - Article
AN - SCOPUS:0033474004
SN - 0740-8188
VL - 21
SP - 31
EP - 46
JO - Library and Information Science Research
JF - Library and Information Science Research
IS - 1
ER -