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Social and Behavioral Sciences Commons™
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Articles 31 - 34 of 34
Full-Text Articles in Social and Behavioral Sciences
Major Changes Lead To Customer Satisfaction At Wollongong Uni, Margie H. Jantti, Claire Collett
Major Changes Lead To Customer Satisfaction At Wollongong Uni, Margie H. Jantti, Claire Collett
Margie Jantti
Sustaining Satisfaction, a Quality and Service Excellence program (QSE), conceived in 1994, revitalised the University of Wollongong Library’s approach to the design and delivery of client service. Results of extensive ongoing market research reveal what our clients want and expect from their Library, namely friendly, knowledgeable and responsive staff, and seamless access to information resources. This has driven major change throughout all levels of the organisation, with dramatic and most importantly, sustained service improvements for clients.
Introduction To Benchmarking: Industrial Tourism Or A Tool For Continuuos Improvement, Lorraine Denny, Margie H. Jantti, Tracie Rice
Introduction To Benchmarking: Industrial Tourism Or A Tool For Continuuos Improvement, Lorraine Denny, Margie H. Jantti, Tracie Rice
Margie Jantti
The University of Wollongong library Acquisitions Team has established an ideal model for best practice in relation to the acquisition and provision of prescribed texts and recommended readings for library clients through benchmarking with three other Australian academic libraries. The approaches integral to our focus on texts and recommended readings were examined in detail, with opportunities for our own continuous improvement defined. Our major aim was improvement of collection relevance and development concerning acquisition of University of Wollongong curriculum texts and recommended readings through benchmarking. In practical terms this meant redesigning the texts and recommended readings process from selection to …
Investing In People To Develop The Ideal Culture, Margie H. Jantti
Investing In People To Develop The Ideal Culture, Margie H. Jantti
Margie Jantti
While technical skills and professional qualifications will continue to play an important role in the identification and selection of people to join our organisations, the development of life-long learning skills will be the corner-stone of an organisation’s ongoing success and capacity to develop and adapt in a constantly shifting market place. Change is the only constant is the catch phrase of the moment. In a climate of ever-accelerating, and often overwhelming change, the ability of individuals to develop suites of skills and knowledge that promote flexibility, innovation and creativity will be a key determinant of an organisation’s future success or …
Quality, Service, Excellence: A Decade Of Quality, Margie H. Jantti
Quality, Service, Excellence: A Decade Of Quality, Margie H. Jantti
Margie Jantti
As the first education and training organisation to be recognised with an Australian Business Excellence Award in the Award’s 16 year history, the University of Wollongong (UOW) Library has demonstrated how the principles of quality and excellence can readily be translated to the library and information sector. The Australian Quality Council’s (AQC) Framework was selected in 1994 as the Library’s change management framework. Now known as the Australian Business Excellence Framework (ABEF), it provides a structured and integrated management system describing the essential features, characteristics and approaches of organisational systems essential to sustainable and excellent performance. The ABEF criteria provide …