Date & Time
Wednesday &Thursday September 11 & 12
9:00 a.m. - 4:00 p.m.
Cuyahoga County Public Library
Administration Building
2111 Snow Road
Parma, Ohio
$135 CAMLS libraries
$200 Non-library staff from member's organizations
$270 Non-members
The modern organization is characterized by interdependence, continual change, and customer-focused delivery of services. This environment challenges library leaders to examine what quality service means in the library, and how to build and maintain a focused commitment to collaboration and excellent customer service. This is the sixth in a series of Transforming Libraries workshops, where library leaders are encouraged to examine the dynamics of effective leadership within the complexities of a changing work and social environment. Attendance at previous sessions is not required to participate in this program.

Maureen Sullivan is an organizational consultant specializing in libraries. She has 17 years of experience in training, developing and educating leaders in librarianship. Maureen has consulted with a variety of libraries in the areas of managing organizational change, strategic planning, leadership development, staff development, learning organizations and organizational redesigns.
Intended Audience
Previous participants in the series
Others who want to learn about how to improve quality service and process improvement
  • Discover how to develop commitment to customer service

  • Learn the critical components of effective customer service in libraries

  • Understand process improvement and the key steps in implementation

  • Learn practical tools and techniques for improving quality service delivery
    Course Content
    • Rethinking and redefining quality service in libraries

    • Developing a statement of commitment to quality service

    • Engaging staff: developing commitment throughout the library

    • Understanding process improvement and how to do it in libraries

    • Practicing tools and techniques for continuous quality improvement

    • Planning next steps: How to apply these learnings in your library