Dear colleagues,
 
There are still a few places available for this timely workshop.
 
Contact Chris Keable at the address below for further details.
 
Best wishes,
 
Antony Brewerton
 
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CoFHE MID-WEST CIRCLE
 
Quality and Measurement: 
Making your Library Service the Best!  
 
Day workshop 
with Lawraine Wood 
 
2 March 2000	9.30am - 4.30pm
Rewley House, Department for Continuing Education, University of Oxford, 
Wellington Square, Oxford
 
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Quality and Measurement: 
Making your Library Service the Best! 
 
This day workshop combines presentations and groupwork exercises to provide an 
introduction to quality management and performance measurement in a library 
setting.  
 
The aims of the workshop are:
* to introduce participants to concepts of quality management in relation to 
the 
library environment;
* to suggest reasons why quality service might be important;
* to identify practical ways in which quality ideas might be applied in 
participants’ libraries;
* to examine the rationale for evaluating library services;
* to suggest performance measures which might be developed in individual 
libraries.
 
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Lawraine Wood Associates
Lawraine Wood Associates was founded in 1997 and specialises in training people 
in a variety of personal and interpersonal management skills.  These range from 
softer skills -like communication skills- to problem solving techniques, such 
as 
performance management.  Although courses are essentially practical, they are 
all under-pinned by an up-to-date grounding in management theory.  Lawraine 
herself has 18 years experience as an information professional, including eight 
years as a manager.  She has taught Management Studies at the School of 
Information and Media at the Robert Gordon University and is a Fellow of the 
Library Association.
 
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Booking
Places are limited so please book early.  To book a place complete the enclosed 
booking form or contact: 
 
Chris Keable, Ruskin College, Walton Street, Oxford.  OX1 2HE  
(tel: 01865 554331; fax: 01865 554372; email: [log in to unmask]).
 
Please note: Lunch and refreshments are included.  Last date for bookings is 11 
February 2000.  Last date for cancellations is 17 February 2000.  Cancellations 
after 17 February will be charged at 100%.
 
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Programme
 
09.30		Registration
 
10.00		Lawraine Wood:  What is Quality Service Management?  	
	
Deming, Juran and library writers.  The library as a system; 		what 
happens when things go wrong?  Establishing standards.
 
10.30		Exercise:  Who are our customers, both externally and 	
	
	internally?  Where do we fit in?  What needs do customers 	
	
have, and can we meet them?  Matching services to 			
customers.
 
11.30		Coffee
 
11.45		Exercise:  Establishing standards.  Service Level 	
	
		Agreements.
 
12.30		Lunch
 
01.30		Lawraine Wood:  Evaluating your library service 
		-why? what? and how?
 
02.00		Exercise:  Evaluating and performance measurement: 	
	
	identifying services that we can measure; developing a 		
	
methodology.
 
03.00		Tea
 
03.15		Exercise:  Gathering information -user surveys and other 
	
		qualitative data collection methods.
 
04.00		Review and action plans
 
04.30		End of course
 
 
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How to get there...
 
Rewley House is near the centre of Oxford, a ten minute walk from the railway 
station and a five minute walk from the bus station at Gloucester Green.  The 
nearest car park is at Gloucester Green.  Anyone not wishing to drive into the 
city could alternatively use Oxford’s Park and Ride system. 
 
 
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CoFHE (Colleges of Further and Higher Education) is a Sub-Group 
of the Library Association.  Registered Charity No. 313014
 
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Booking Form
 
I would like to book a place at Quality and Measurement: Making your Library 
Service the Best! on 2 March 2000
 
Name 
..............................................................................


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