Improving Reference Service: The Case for Using a Continuous Quality Improvement Method.
Rao Aluri · 1993
The library literature reports on numerous attempts at evaluating reference service. Many of these attempts stop short of developing methods for improving reference serv ice. This paper suggests a method for continuously moni toring and improving reference service using well-known quality improvement tools such as checksheets, cause and effect diagrams, Pareto charts, and control charts. To be successful, the continuous improvement of reference serv ice must be based on a formula of win-win cooperation, a long-term view, and the systems perspective.