FOLIO: Facilitatated Online Learning as an Interactive Opportunity

Managing for Service Quality (MSQ)   

Please note... 

The MSQ course ended on February 17th 2006. However, this website retains highly useful information and resources that may be of interest to you.

MSQ was the twelfth of a series of courses commissioned by the National electronic Library for Health (NeLH) as part of the FOLIO Programme. 

About MSQ... 

Welcome to the 'Managing for Service Quality (MSQ)' web pages.  MSQ is an online interactive course on quality management that is being delivered by email and web pages as part of the National electronic Library for Health (NeLH) Librarian Development Programme. 

The MSQ course began on Monday 9 January 2006 and will end on Friday 17 February 2006.  To keep track of the course so far, see the MSQ archive.  To see an outline of upcoming course materials and exercises, see theMSQ course timetable.

MSQ Course Materials...

Key materials:

• The portfolio template for the course is available to download: please select either the Group-supported version or the Self-directed version depending on which route you are following.
• Portfolio submission instructions.
• Assessment criteria for the portfolio: your portfolio will be assessed by either the Group-supported criteria or the Self-directed criteria depending on which route you are following.
• The MSQ course evaluation form can be accessed at: http://www.jiscmail.ac.uk/cgi-bin/surveys.cgi?A=hp&LMGT1=FOLIO [Please do not fill in this form until you are instructed to do so].

Briefings:

• Briefing #1 - What is managing for service quality?
• Briefing #2 - Performance Indicators
• Briefing#3 - Improving Quality
• Briefing #4 - Measuring Impact

PowerPoint Presentations:

• Measuring Service Quality - PowerPoint presentation
• Impact - PowerPoint presentation

Guest Lecture by Eric Davies:

• PowerPoint presentation
• Voice recording

Other Materials:

• Measuring Service Quality Glossary
• Performance Measurement Resource Guide
• Service Excellence Case Study
• Course Summary

Course Aim... 

This course aims to introduce participants to the idea of managing for service quality and its related concepts.

Course Objectives...

By the end of this course, participants will 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.

• Identify the importance of impact as a possible route towards marketing 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.

For more detailed information about the MSQ course, please read the introduction.

Managing for Service Quality Resources

For more information about managing for service quality and related issues, see the following resources:

Asher, M. (1996) Managing Quality in the Service Sector. Kogan Page. 

Evans, M. (ed.) (1995) Quality Management and Benchmarking for Library and Information Services: Proceedings of a seminar held in Stamford, Lincolnshire, 7th June 1995. Capital Planning Information Ltd.

Lawrie, A. (1995) Managing Quality of Service. The Directory of Social Change.

Kunst, P. & Lemmink, J. (eds.) (1995) Managing Service Quality. Paul Chapman Publishing.

Kunst, P. & Lemmink, J. (eds.) (1996) Managing Service Quality Volume II. Paul Chapman Publishing.

Kunst, P. & Lemmink, J. (eds.) (1997) Managing Service Quality Volume III. Paul Chapman Publishing.

Roberts, S. & Rowley, J. (2004) Managing Information Services. Facet Publishing.

Schneider, B. & White, S.S. (2004) Service Quality: Research Perspectives. Sage.

St Clair, G. (1997) Total Quality Management in Information Services. Bowker Saur.

Zairi, M. (1996) Benchmarking for Best Practice. Butterworth Heinemann.