Using Continuous Quality Improvement Methods to Evaluate Library Service Points

Merrill Stein, Teresa Edge, John M. Kelley, Dane Hewlett, James F. Trainer


This article describes a multiple-methods approach to examining and enhancing the quality of walk-in service points at a major university library. Selected methods included focus groups, benchmarking, surveys, transaction analysis, activity mapping, and secret shoppers. The results of the study generated many recommended enhancements, including the consolidation of service desks.

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