瀏覽人次:
8600
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 |
Last Updated:
資訊提供單位: 數位組
|