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Performance, Process, and Costs: Managing Service Quality with the Balanced Scorecard.
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Poll, Roswitha – Library Trends, 2001
Describes a cooperative project among three German libraries that used the Balanced Scorecard as a concept for an integrated quality management system. Considers performance indicators across four perspectives that will help academic libraries establish an integrated controlling system and to collect and evaluate performance as well as cost data…
Descriptors: Academic Libraries, Costs, Data Collection, Decision Making