The measure of library excellence linking the Malcolm Baldrige Criteria and Balanced Scorecard methods to assess service quality - Wilson, Despina Dapias; Del Tufo, Theresa; Norman, Anne E. C. (McFarland, 2008)
"Written by professionals with practical experience, this volume presents a new approach to performance assessment and improvement through the combined use of Malcolm Baldrige Critieria and the Balanced Scorecard. It walks the reader through the sequential methodology of each theory, explaining the advantages of combining the two and providing guidance regarding their practical implementation"--Provided by publisher.
Includes bibliographical references and index