Date & Time
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Wednesday &Thursday September 11 & 12
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9:00 a.m. - 4:00 p.m.
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Location
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| Cuyahoga County Public Library |
| Administration Building |
| 2111 Snow Road |
Parma, Ohio
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Registraion
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| $135 |
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CAMLS libraries
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| $200 |
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Non-library staff from member's organizations
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| $270 |
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Non-members
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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.
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| Speaker |
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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. |
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| Intended Audience |
Previous participants in the series
Others who want to learn about how to improve quality service and process improvement |
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Benefits
- 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
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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
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