Service Quality Improvement Council

Minutes
March 24, 1999

Present: Betty Cohen, Ellen Cordes, Sue Crockford-Peters, Suzanne Eggleston, Jan Glover, Emily Horning, Fred Martz, Danuta Nitecki, Sandy Peterson, Rich Richie, Andy Shimp, Paul Stuehrenberg (chair), Joan Swanekamp.

Absent: Kenny Marone

I. Kate Reynolds, YUL's Training & Staff Development Officer, opened the meeting with an overhead presentation entitled "Improving Reader Services." She discussed the importance - when looking at reader services from the "Customer's Perspective" - of encouraging customer loyalty (as opposed to customer satisfaction) by not only meeting but also exceeding customer expectations. The presentation touched on the concepts of "internal customers" and "internal producers"; Kate briefly examined the benefits to employee productivity derived when fellow staff consider each other as "customers" and "producers" of a given product. Kate proposed to "tour" interested library departments with this workshop presentation. Attending supervisors were advised that the workshop would take approximately 10.5 hours (3 modules of 3 1/2 hours each) to complete. Danuta Nitecki noted that this workshop could prove to be both a tool for service providers and managers to improve service quality as well as a team-building initiative for participating department units.

II. Fred Shapiro of the Law Library discussed the planned access policies for the Law Library.