| 
  • If you are citizen of an European Union member nation, you may not use this service unless you are at least 16 years old.

  • Social distancing? Try a better way to work remotely on your online files. Dokkio, a new product from PBworks, can help your team find, organize, and collaborate on your Drive, Gmail, Dropbox, Box, and Slack files. Sign up for free.

View
 

FrontPage

Page history last edited by FOLIO Team 10 years, 7 months ago

FOLIOz: Facilitated Online Learning as an Interactive Opportunity in Australia and New Zealand

 

Managing for Service Quality (MSQ) 

 

About MSQ...

Welcome to the 'Managing for Service Quality (MSQ)' web site. MSQ is an online interactive course on quality management that is being delivered by email and web pages. The course has been comissioned by the Australian Library and Information Association (ALIA) as a FOLIOz course for library and information professionals in Australia and New Zealand.

 

The MSQ course began on Monday 24th August 2009 and finishes on Monday 12th October 2009. For the course materials, see the MSQ archive. To see an outline of the course, see the MSQ course timetable.

 

Key Materials...

 

Portfolio Templates:

Group Supported Route

Self-Directed Route

 

Assesment Criteria: 

Portfolios will be assessed by the following criteria depending on which route you are undertaking:

Group-Supported Assessment Criteria

Self-Directed Assessment Criteria

 

Reading:

 

Course Introduction

Course FAQs

 

Total Quality Management - Conversation

Measuring Service Quality Glossary

Performance Measurement - Resource Guide

The Balanced Scorecard

 

Briefings:

#1 What is managing for service quality?

#2 Performance Indicators

#3 Improving Quality

#4 Measuring Impact

 

PowerPoints:

Measuring Service Quality

Impact

 

Guest Lecture:

Using Performance Evidence PowerPoint

Using Performance Evidence Audio Commentary

Using Performance Evidence Transcript

 

Course Aim...

The MSQ course aims to introduce participants to the idea of managing for service quality and its related concepts.

 

Course Objectives...

By the end of the course, participants should be able to:

  

  • Define the concept of managing for service quality.
  • Measure and monitor service quality in their own organisation.
  • Apply performance indicators to their library and information services.
  • Understand the concept of Total Quality Management.
  • Benchmark library and information services.
  • Improve quality of their own library and information services.
  • Understand the costs involved in managing service quality.
  • Explore the importance of customers in relation to quality.
  • Market quality services.
  • Maintain the quality of their library and information services, with a view to achieving service excellence.
  • Engage with fellow participants in discussing issues connected with managing for service quality.

 

 

Managing for Service Quality Resources:

For more information about managing for service quality and related issues, see the following resources:

 

  • Berryman,J. (2005) Sustaining communities: Measuring the value of public libraries, A review of research approaches. State Library of New South Wales. Available at: http://www.sl.nsw.gov.au/services/public_libraries/docs/sustainingcommunities.pdf  [Accessed August 2009] 
  • Brophy,P. & Coulling,K. (1996) Quality Management for Information and Library Managers, Gower Publishing Ltd.
  • Bryson,J. (2006) Managing Information Services: A Transformational Approach (2nd ed.) Ashgate Publishng Group. 
  • Dawes,S. (1997) Managing with Quality Assurance. Library Management; 18 (2): 73.  Available to ALIA members via ProQuest at: http://proquest.umi.com/pqdweb?did=117541798&sid=1&Fmt=3&clientId=109526&RQT=309&VName=PQD [Accessed August 2009] Please note you will need to log in to the ALIA website at: http://www.alia.org.au/LISjournals/ to access this link.
  • Hernon,P. (2002) Quality: New directions in the research. Journal of Academic Librarianship; 28 (4): 224. Abstract available to ALIA members via ProQuest at: http://proquest.umi.com/pqdweb?did=149006431&sid=2&Fmt=2&clientId=109526&RQT=309&VName=PQD [Accessed August 2009] Please note you will need to log in to the ALIA website at: http://www.alia.org.au/LISjournals/ to access this link.
  • Karten,N. (1994) Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, Now! Dorset House Publishing.  
  • Kunst, P. & Lemmink, J. (eds.) (1995) Managing Service Quality. Volume I. Paul Chapman Publishing. 
  • Kunst, P. & Lemmink, J. (eds.) (1996) Managing Service Quality Volume II. Paul Chapman Publishing. 
  • Kunst, P. & Lemmink, J. (eds.) (1997) Managing Service Quality Volume III. Paul Chapman Publishing. 
  • Martensen,A. & Gronholdt,L. (2003) Improving library users' perceived quality, satisfaction and loyalty: An integrated measurement and management system. Journal of Academic Librarianship; 29 (3): 140. Abstract available to ALIA members via ProQuest at: http://proquest.umi.com/pqdweb?did=379498691&sid=2&Fmt=2&clientId=109526&RQT=309&VName=PQD [Accessed August 2009] Please note you will need to log in to the ALIA website at: http://www.alia.org.au/LISjournals/ to access this link.
  • Schneider, B. & White, S.S. (2004) Service Quality: Research Perspectives. Sage. 
  • St Clair, G. (1997) Total Quality Management in Information Services. Bowker Saur. 
  • Zairi, M. (1996) Benchmarking for Best Practice. Butterworth Heinemann. 

Comments (0)

You don't have permission to comment on this page.