Data driven decisions: Using data to inform process changes in libraries

Jerilyn R. Veldof

Research output: Contribution to journalArticlepeer-review

9 Scopus citations

Abstract

Over the past five years staff at every level at the University of Arizona Library have begun drastically improving services and increasing customer satisfaction with the Library. Without the data collection and analysis methods from Total Quality Management these changes would not have been possible. Creating and analyzing Pareto and control charts, customer satisfaction surveys, needs assessment focus group interviews, and other data methods have since become an integral part of everyday work at the Library.

Original languageEnglish (US)
Pages (from-to)31-46
Number of pages16
JournalLibrary and Information Science Research
Volume21
Issue number1
DOIs
StatePublished - Jan 1 1999

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