The quality library : a guide to staff-driven improvement, better efficiency, and happier customers /
Sara Laughlin and Ray W. Wilson.
- Chicago : American Library Association, 2008.
- xiv, 144 p. : ill. ; 28 cm.
Library administration--United States. Total quality management--United States. Library planning--United States. Customer services--United States. Library Administration--methods. Total Quality Management. Library Services--organization & administration. Program Evaluation. Consumer Satisfaction.