9. Key Value Creation Process Key Performance Requirements Statewide Planning and Development Improved national ranking by identifying and resolving past problems with library processes State/Federal Funding Accurate, timely, quality annual budget…financial integrity Collection Development Ensuring collection meets customer demand Professional Development Staff training to support quality and high level support services Center for the Book Providing targeted programming and lifelong learning opportunities to meet customer needs Reference Quality collection, up-to-date technology, library staff training for reference service…
10. Recommended: The Measure of Library Excellence: Linking the Baldrige Criteria and Balanced Scorecard Methods to Assess Service Quality By Despina Dapias Wilson (2007) ISBN 978-0786430369