n Mousaion - The application of benchmarking as a tool to improve the management of quality in information services
|Article Title||The application of benchmarking as a tool to improve the management of quality in information services|
|© Publisher:||UNISA Press|
|Author||L. Gehrke and J.J. Britz|
|Publication Date||Jan 2004|
|Pages||15 - 33|
This article explores the application of benchmarking as a tool to improve the management of quality in information services, with specific reference to the library environment. Benchmarking is defined as a process of measurement using some external standard of quality to measure external and internal tasks, processes and outputs. Consequently benchmarking is the search for industry's best practices that lead to superior performance. A brief overview of quality management theories is provided and various principles of quality management and benchmarking techniques are elaborated upon. Five types of benchmarking are identified and discussed. These are functional benchmarking, internal benchmarking, generic benchmarking, customer benchmarking and competitive benchmarking. It is also illustrated how benchmarking can be applied to a library setting.
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