Creating a culture of assessment: A catalyst for organizational change

Portal

Volumn 4, Issue 3, 2004, Pages 345-361

  Lakos, Amos ^a   Phipps, Shelley ^b  

^a UNIVERSITY OF CALIFORNIA   (United States)

^b UNIVERSITY OF ARIZONA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 4644345969     PISSN: 15312542     EISSN: None     Source Type: Journal    
DOI: 10.1353/pla.2004.0052     Document Type: Review

References (52)

1. Middle States Association of Colleges and Schools, Commission on Higher Education, Designs for Excellence: Handbook for Institutional Self Study (Philadelphia: The Commission, 2002).
2. T. Bruce Fraser, Charles R. McClure, and Emily Leahy, "Toward a Framework for Assessing Library and Institutional Outcomes," portal: Libraries and the Academy 2, 4 (October 2002): 505-28; Amos Lakos, "The Missing Ingredient - Culture of Assessment in Libraries: Opinion Piece," Performance Measurement & Metrics (August 1999): 3-7; and Carla Stoffle and Shelley Phipps, "Meaningful Measures for Libraries," Library Issues: Briefings for Faculty and Administrators 23, 4 (March 2003): 1-3.
3. T. Bruce Fraser, Charles R. McClure, and Emily Leahy, "Toward a Framework for Assessing Library and Institutional Outcomes," portal: Libraries and the Academy 2, 4 (October 2002): 505-28; Amos Lakos, "The Missing Ingredient - Culture of Assessment in Libraries: Opinion Piece," Performance Measurement & Metrics (August 1999): 3-7; and Carla Stoffle and Shelley Phipps, "Meaningful Measures for Libraries," Library Issues: Briefings for Faculty and Administrators 23, 4 (March 2003): 1-3.
4. T. Bruce Fraser, Charles R. McClure, and Emily Leahy, "Toward a Framework for Assessing Library and Institutional Outcomes," portal: Libraries and the Academy 2, 4 (October 2002): 505-28; Amos Lakos, "The Missing Ingredient - Culture of Assessment in Libraries: Opinion Piece," Performance Measurement & Metrics (August 1999): 3-7; and Carla Stoffle and Shelley Phipps, "Meaningful Measures for Libraries," Library Issues: Briefings for Faculty and Administrators 23, 4 (March 2003): 1-3.
5. Shelley Phipps, "Performance Measurement as a Methodology for Assessing Team and Individual Performance: The University of Arizona Library Experience," in Proceedings of the 3rd Northumbria International Conference on Performance Measurement in Libraries and Information Services, August 27-31, 1999 (Newcastle upon Tyne: Information North, 1999), 113-7.
6. Carla J. Stoffle, Robert Renaud, and Jerilyn R. Veldof, "Choosing Our Futures," College and Research Libraries 57, 3 (May 1996): 213-25.
7. Ibid., 220-2.
8. Ibid., 225.
9. Peter Brophy and Kate Couling, Quality Management for Information and Library Managers (Brookfield, VT: Aslib Gower, 1996), 69-110.
10. Peter Senge et al., The Fifth Discipline Fieldbook: Strategies and Tools for Building a Learning Organization (New York: Currency, Doubleday), 1994.
11. Peter Senge, The Fifth Discipline: The Art and Practice of the Learning Organization (New York: Doubleday, 1990), 4.
12. Rowena Cullen, "Does Performance Measurement Improve Organizational Effectiveness? A Post-Modern Analysis" in Proceedings of the 2nd Northumbria International Conference on Performance Measurement in Libraries and Information Services, September 7-11, 1997 (Newcastle upon Tyne: Information North, 1998), 3-20.
13. Lakos, 3-7.
14. Howard Armitage, An Executive View of Shareholder Value Creation: Determinants of Success in Publicly Held Canadian Organizations, Strategic Management Series: Emerging Issues Paper (Toronto: Society of Management Accountants of Canada, 1999).
15. W. Edwards Deming, The New Economics for Industry/Government/Education (Cambridge, MA: MIT CAES, 1994).
16. Armitage, An Executive View of Shareholder Value Creation; see also for a similar approach Robert S. Kaplan and David P. Norton, The Balanced Scorecard: Translating Strategy Into Action (Boston, MA: Harvard Business School Press, 1996).
17. Armitage, An Executive View of Shareholder Value Creation; see also for a similar approach Robert S. Kaplan and David P. Norton, The Balanced Scorecard: Translating Strategy Into Action (Boston, MA: Harvard Business School Press, 1996).
18. Howard Armitage and Vihay M. Jog, "Creating and Measuring Shareholder Value: A Canadian Perspective," Ivey Business Journal 63, 5 (July/August 1999): 75-81.
19. Steven Kerr, "On the Folly of Rewarding A, While Hoping for B." The Academy of Management Executive 9, 1 (February 1995): 7-14.
20. James Martin, The Great Transition: Using the Seven Disciplines of Enterprise Engineering to Align People, Technology, and Strategy (New York: AMACOM, 1995), 455-71.
21. Kim S. Cameron and Robert E. Quinn, Diagnosing and Changing Organizational Culture: Based on the Competing Values Framework, Addison-Wesley Series on Organization (Reading, MA: Addison-Wesley, 1999).
22. Edgar Schein, The Corporate Culture Survival Guide: Sense and Nonsense about Culture Change (San Francisco, CA: Jossey-Bass, 1999), 14.
23. -, "Coming to a New Awareness of Organizational Culture," Sloan Management Review 25, 2 (Winter 1984): 3-16.
24. American Association for Higher Education, "2001 AAHE Research Forum, Enacting a Scholarship of Assessment: A Research Agenda" (AAHE Assessment Conference, Denver, CO, June 24, 2001), 14-45, http://www.aahe.org/ assessment/ResearchAgenda.pdf (accessed April 19, 2004).
25. Middle States Commission on Higher Education, http://www.msache.org/ (accessed April 19, 2004); Larry Hardesty, "Academic Libraries and Regional Accreditation," Library Issues 4 (March 2001): 221-5.
26. Middle States Commission on Higher Education, http://www.msache.org/ (accessed April 19, 2004); Larry Hardesty, "Academic Libraries and Regional Accreditation," Library Issues 4 (March 2001): 221-5.
27. American Association for Higher Education, 1-23.
28. Hardesty, 221-5.
29. Jay William Lorsch, "Managing Culture, the Invisible Barrier to Strategic Change." California Management Review 28, 2 (Winter 1986): 95-110.
30. Tony Eccles, Succeeding with Change: Implementing Action-Driven Strategies (London: McGraw-Hill, 1996).
31. Ibid., 48.
32. Shelley Phipps, "Beyond Measuring Service Quality-Learning from the Voice of the Customers, the Staff, the Processes, and the Organization: The New Culture of Assessment in Academic Libraries." Library Trends 50, 1 (Summer 2001): 635-61.
33. -, "Performance Measurement as a Methodology."
34. Amos Lakos, Shelley Phipps, and Betsy Wilson, "Defining a 'Culture of Assessment.'" (1998-2002), http://www.library.ucla.edu/yrl/reference/ aalakos/assessment/CulAssessToolkit/Assessdef3-new.doc (accessed April 6, 2004).
35. Robert Mayo Hayes, Strategic Management for Academic Libraries: A Handbook (Westport, CT: Greenwood Press, 1993);
36. Charles McClure, Information for Academic Library Decision Making: The Case for Organizational Information Management (Westport, CT: Greenwood Press, 1980).
37. Amos Lakos, "Library Management Information Systems in the Client Server Environment: A Proposed New Model," in Proceedings of the 2nd Northumbria International Conference on Performance Measurement in Libraries and Information Services, September 7-11, 1997 (Newcastle Upon Tyne: Information North, 1998), 277-86; -, "Implementing a Library Management Information System: Update and Lessons from the Tri-University Group of Libraries Experience," in Proceedings of the 3rd Northumbria International Conference on Performance Measurement in Libraries and Information Services, August 27-31, 1999 (Newcastle upon Tyne: Information North for the Department of Information and Library Management, 2000), 91-8.
38. Amos Lakos, "Library Management Information Systems in the Client Server Environment: A Proposed New Model," in Proceedings of the 2nd Northumbria International Conference on Performance Measurement in Libraries and Information Services, September 7-11, 1997 (Newcastle Upon Tyne: Information North, 1998), 277-86; -, "Implementing a Library Management Information System: Update and Lessons from the Tri-University Group of Libraries Experience," in Proceedings of the 3rd Northumbria International Conference on Performance Measurement in Libraries and Information Services, August 27-31, 1999 (Newcastle upon Tyne: Information North for the Department of Information and Library Management, 2000), 91-8.
39. The Citizen's Charter: Raising the Standard, Cm 1559 (1991); The Citizen's Charter: Second Report, Cm 2540 (1994); and Bill Clinton and Al Gore, Putting Customers First: Standards for Serving the American People, National Performance Review (Washington, D.C.: GPO, 1994).
40. The Citizen's Charter: Raising the Standard, Cm 1559 (1991); The Citizen's Charter: Second Report, Cm 2540 (1994); and Bill Clinton and Al Gore, Putting Customers First: Standards for Serving the American People, National Performance Review (Washington, D.C.: GPO, 1994).
41. The Citizen's Charter: Raising the Standard, Cm 1559 (1991); The Citizen's Charter: Second Report, Cm 2540 (1994); and Bill Clinton and Al Gore, Putting Customers First: Standards for Serving the American People, National Performance Review (Washington, D.C.: GPO, 1994).
42. Jo Aitkins, "Setting Standards and Monitoring Performance: The Experience of Information Services at the University of Sunderland (Poster Session)" in Proceedings of the 2nd Northumbria International Conference on Performance Measurement in Libraries and Information Services, September 7-11, 1997 (Newcastle upon Tyne: Information North, 1998), 101-4; Peter Hernon and Ellen Altman, Service Quality in Academic Libraries (Norwood, NJ: Ablex, 1996), 59-60.
43. Jo Aitkins, "Setting Standards and Monitoring Performance: The Experience of Information Services at the University of Sunderland (Poster Session)" in Proceedings of the 2nd Northumbria International Conference on Performance Measurement in Libraries and Information Services, September 7-11, 1997 (Newcastle upon Tyne: Information North, 1998), 101-4; Peter Hernon and Ellen Altman, Service Quality in Academic Libraries (Norwood, NJ: Ablex, 1996), 59-60.
44. A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, "SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality." Journal of Retailing 64, 1(1988): 12-37; Association of Research Libraries, "LibQual: Charting Library Service Quality," http://www.arl.org/libqual/(accessed April 6, 2004).
45. A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry, "SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality." Journal of Retailing 64, 1(1988): 12-37; Association of Research Libraries, "LibQual: Charting Library Service Quality," http://www.arl.org/libqual/(accessed April 6, 2004).
46. ARL/OLMS, Online Lyceum, "Measuring Library Service Quality," http://www.arl.org/training/quality.html (accessed April 19, 2004).
47. W. Edwards Deming, The New Economics for Industry/Government/Education (Cambridge, MA: MIT CAES, 1994); Robert R. Scholtes, The Leader's Handbook: Making Things Happen, Getting Things Done (New York: McGraw-Hill, 1998), 14-93.
48. W. Edwards Deming, The New Economics for Industry/Government/Education (Cambridge, MA: MIT CAES, 1994); Robert R. Scholtes, The Leader's Handbook: Making Things Happen, Getting Things Done (New York: McGraw-Hill, 1998), 14-93.
49. Scholtes, 20.
50. Ibid., 58-86.
51. Ibid., 58.
52. Ibid., 60.