Hurry these courses often fill up before the registration cut off date
ALIA and ScHARR (University of Sheffield, UK) bring you
Managing for Service Quality (MSQ)
Changing economic times means it’s more important than ever to give
your library a competitive advantage in the service sector. This course
aims to introduce participants to the idea of managing for service
quality.
At the end of this course, participants should be able to:
· Define the concept of managing for service quality
· Measure and monitor service quality in their own organisation
· Apply performance indicators to their library and information
services
· Understand the concept of Total Quality Management
· Benchmark library and information services
· Improve quality of their own library and information services
· Understand the costs involved in managing service quality
· Explore the importance of customers in relation to quality
· Market quality services
· Maintain the quality of their library and information
services, with a view to achieving service excellence
· Engage with fellow participants in discussing issues
connected with managing for service quality.
When
Monday 24 August to Friday 9 October 2009
Cost
$220 for ALIA members
$300 for non-members
Registration
Registration form is available at
http://www.alia.org.au/education/pd/workshops/pdfs/MSQ.Registration.form.pdf
More information
Course objectives
http://www.alia.org.au/education/pd/workshops/pdfs/Web.COURSE.OBJECTIVES.MSQ.pdf
FOLIOz FAQs
http://www.alia.org.au/education/pd/workshops/pdfs/FAQ.2009.pdf
For more details visit http://www.alia.org.au/education/pd/workshops/
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