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Improving library services through the application of business performance concepts.

Sinyenyeko-Sayo, Nondumiso Constance

Abstract:
In virtually any field of endeavour today, access to information is a prerequisite for success. Libraries form the repositories with user-friendliness their mission. This has lead to the need for new ways to evaluate library performance. Astute library managers will plan for such developments, taking into account current and future trends that impact on library services. Library services are also affected, for example, by financial considerations and staffing problems. Further complicating matters are the demands of their clients who have developed increased expectations of improved service, and also a desire for more self-service opportunities. Such changes raise the question: “to what extent can libraries apply business performance management techniques to assess their performance.” This, then, is the research question for this study. This work will evaluate library performance with the aim of improving service management. Its targets are the UWC library, and others, such as the Stellenbosch University, and the Cape Peninsula University of Technology. The application of selected service management techniques and measures used in business will be explored. These techniques include The Balanced Scorecard, critical success factors and service quality. The study also touches on transformation and change management. An obvious source of information about library management is the corps of managers. The secondary source of information is the community of library users.

Full text available as: http://etd.uwc.ac.za/usrfiles/modules/etd/docs/etd_gen8Srv25Nme4_3245_1188477605.pdf

 


Document Title: Improving library services through the application of business performance concepts.
Academic Department: Faculty of Economics and Management Sciences
University: University of the Western Cape
City: Cape Town
No. of Pages: 91


Date:2007
Document Type:Thesis (Not Peer Reviewed)
Subject Area:Teaching and Learning
Country:International
Keywords:Academic libraries, , Administration, South Africa, Libraries, Western Cape


File Size: Bytes
Rights:Copyright: University of the Western Cape
Date Added:10 March 2010


Improving library services through the application of business performance concepts .