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資訊時代的讀者關注及品質管理研習會
舉辦時間：民國87年01月05日
| 專題報告 | 主講人 |
|---|---|
| Senior managers and quality 資深主管與品質：品質管理 |
Andrew McDonald |
| Customer focus 以讀者為重心 |
Andrew McDonald |
| Listening and liaising with customers: The Academic partnership 傾聽及與我們的讀者(學術伙伴)聯繫溝通 |
Lorraine Hall |
| Listening and liaising with customers: Customer feedback 傾聽讀者及讀者聯繫: 讀者的回饋 |
Jo Aitkins |
| Customer focus 圖書館所提供的學習研究環境 |
Andrew McDonald |
| Setting standards and monitoring performance: The experience of Information Services at the University of Sunderland 訂定標準及監督工作績效：德蘭大學資訊服務處的經驗 |
Jo Aitkins |
| Performance indicators 工作績效的指標 |
Andrew McDonald |
| Working together in teams 以團隊的方式共同合作 |
Andrew McDonald |
| Leadership Practices Inventory (LPI): exercise 檢驗個人的領導能力：練習 |
Lorraine Hall |
| Managing and improving performance 管理及改進工作績效 |
Andrew McDonald |
| Benchmarking 設定競爭的標竿 |
Andrew McDonald |
| Taking customer care forward: workshop Action check list for senior managers 資深主管採取行動的查核清單(分組討論) |
Lorraine Hall |
| Introduction 課程介紹 |
Andrew McDonald |
| What is quality management? 何謂品質管理 |
Andrew McDonald |
| What is a customer services? 何謂顧客服務 |
Jo Aitkins |
| Managing a quality service 品質服務的管理 |
Lorraine Hall |
| Who are your customers? 那些人是你的顧客？ |
Jo Aitkins |
| Customer care and communtion 讀者關注與溝通 |
Jo and Lorraine |
| Study environment and customer feedback 研習環境與讀者回饋 |
Lorraine Hall |
| Customer feedback 傾聽讀者及與讀者聯繫：讀者的回饋 |
Jo Aitkins |
| Applying rules and procedures 服務規則的應用 |
Jo Aitkins |
| Handling complaints 處理抱怨 |
Lorraine Hall |
| Effective teams 有效率的團隊 |
Lorraine Hall |
| Working together to achieve excellence through standards 透過標準一起合作以達到卓越的服務品質 |
Jo Aitkins |
| A course for staff responsible for improving quality and customer care : Introduction 負責持續改進品質及關切讀者之主要館員的課程：導論 |
Andrew McDonald |
| Quality : theory into action : Implementing total quality management 品質：由理論到實際行動：實現全面品質管理 |
Lorraine Hall |
| Some exercises in quality management and customer care : from theory to practice, taking the next steps. 品質管理及讀者關注練習：從理論到實務：採取進一步的行動 |
Andrew McDonald |
| Charting a course for quality customer service 勾畫讀者服務品質合格認證的流程 |
Jo Aitkins |
| Some exercises in quality management and customer care : from theory to practice , taking the next steps (continued) 品質管理及讀者關注練習：從理論到實務（續） |
Andrew McDonald |
| Some exercises in quality management and customer care : from theory to practice , taking the next steps (continued) 品質管理及讀者關注練習：從理論到實務（續） |
Andrew McDonald Jo Aitkins |
| An introduction to Information Services, University of Sunderland 桑德蘭大學資訊服務處介紹 |
Andrew McDonald |