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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