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资讯时代的读者关注及品质管理研习会
举办时间：民国87年01月05日
| 专题报告 | 主讲人 |
|---|---|
| Senior managers and quality 资深主管与品质：品质管理 |
Andrew McDonald |
| Customer focus 以读者为重心 |
Andrew McDonald |
| Listening and liaising with customers: The Academic partnership 倾听及与我们的读者(学术伙伴)联系沟通 |
Lorraine Hall |
| Listening and liaising with customers: Customer feedback 倾听读者及读者联系: 读者的回馈 |
Jo Aitkins |
| Customer focus 图书馆所提供的学习研究环境 |
Andrew McDonald |
| Setting standards and monitoring performance: The experience of Information Services at the University of Sunderland 订定标准及监督工作绩效：德兰大学资讯服务处的经验 |
Jo Aitkins |
| Performance indicators 工作绩效的指标 |
Andrew McDonald |
| Working together in teams 以团队的方式共同合作 |
Andrew McDonald |
| Leadership Practices Inventory (LPI): exercise 检验个人的领导能力：练习 |
Lorraine Hall |
| Managing and improving performance 管理及改进工作绩效 |
Andrew McDonald |
| Benchmarking 设定竞争的标竿 |
Andrew McDonald |
| Taking customer care forward: workshop Action check list for senior managers 资深主管采取行动的查核清单(分组讨论) |
Lorraine Hall |
| Introduction 课程介绍 |
Andrew McDonald |
| What is quality management? 何谓品质管理 |
Andrew McDonald |
| What is a customer services? 何谓顾客服务 |
Jo Aitkins |
| Managing a quality service 品质服务的管理 |
Lorraine Hall |
| Who are your customers? 那些人是你的顾客？ |
Jo Aitkins |
| Customer care and communtion 读者关注与沟通 |
Jo and Lorraine |
| Study environment and customer feedback 研习环境与读者回馈 |
Lorraine Hall |
| Customer feedback 倾听读者及与读者联系：读者的回馈 |
Jo Aitkins |
| Applying rules and procedures 服务规则的应用 |
Jo Aitkins |
| Handling complaints 处理抱怨 |
Lorraine Hall |
| Effective teams 有效率的团队 |
Lorraine Hall |
| Working together to achieve excellence through standards 透过标准一起合作以达到卓越的服务品质 |
Jo Aitkins |
| A course for staff responsible for improving quality and customer care : Introduction 负责持续改进品质及关切读者之主要馆员的课程：导论 |
Andrew McDonald |
| Quality : theory into action : Implementing total quality management 品质：由理论到实际行动：实现全面品质管理 |
Lorraine Hall |
| Some exercises in quality management and customer care : from theory to practice, taking the next steps. 品质管理及读者关注练习：从理论到实务：采取进一步的行动 |
Andrew McDonald |
| Charting a course for quality customer service 勾画读者服务品质合格认证的流程 |
Jo Aitkins |
| Some exercises in quality management and customer care : from theory to practice , taking the next steps (continued) 品质管理及读者关注练习：从理论到实务（续） |
Andrew McDonald |
| Some exercises in quality management and customer care : from theory to practice , taking the next steps (continued) 品质管理及读者关注练习：从理论到实务（续） |
Andrew McDonald Jo Aitkins |
| An introduction to Information Services, University of Sunderland 桑德兰大学资讯服务处介绍 |
Andrew McDonald |
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资讯提供单位: 数码组
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