MANAGING SERVICE QUALITY WITH THE BALANCED SCORECARD

Advances in Library Administration and Organization

Volumn 20, Issue , 2002, Pages 213-227

  Poll, Roswitha ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 35448964382     PISSN: 07320671     EISSN: None     Source Type: Book Series    
DOI: 10.1016/S0732-0671(02)20010-3     Document Type: Review

References (9)

1. Bertelsmann-Stiftung, Bereich Öffentliche Bibliotheken: Bibliotheksindex ( http://www.bix-bibliotheksindex.de ).
2. Ceynowa, K., & Coners, A. (2003). Cost management for university libraries. Frankfurt a. M.: Klostermann.
3. Ceynowa, K., & Coners, A. (2002). Balanced scorecard fur wissenschaftliche Bibliotheken (Balanced Scorecard for Academic Libraries) Frankfurt a. M.: Klostermann (Zeitschrift fur Bibliothekswesen und Bibliographie. Sonderheft 82).
4. R.S Kaplan D.P Norton The balanced scorecard – measures that drive performance Harvard Business Review 70 1992 71 79
5. Kaplan, R. S., & Norton, D. P. (1996). The balanced scorecard: Translating strategy into action . Boston: Harvard Business School.
6. ISO 11620 (1998). Information and documentation – performance indicators for libraries .
7. ISO 2789 (2003). Information and documentation – international library statistics .
8. ISO TR 20983 (2003). Information and documentation – performance indicators for electronic library services – technical report .
9. Poll, R. (2000). The costs of quality: Cost analysis and cost management as counterpart to performance measurement. In: Proceedings of the 3rd Northumbria international conference on performance measusrement in libraries and information services (pp. 43–52). Newcastle upon Tyne: Information North.