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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