Yale University Library

Service Quality Improvement Council

Service Quality Improvement Council (SQIC)

October 2, 2002

3:00

SML 409

Present: Sue Crockford-Peters, Mark Gentry, Holly Grossetta Nardini, Carol Jones, Danuta Nitecki, Alan Solomon, (Chair) Joan Swanekamp

Those present discussed the role of SQIC vis-à-vis the library’s strategic plan, especially the recommendation of the Microcosm Group. The Council agreed that it needs to have a specific service quality project or projects of a six to nine month duration. Such a project would give Council member’s real experience with the planning and implementation of a service quality initiative.

Candidates for a project included access/circulation services, “reconceptualizing” of the CCL intensive use collection, and the improvement of front line service quality, especially in the areas of courtesy and helpfulness.

The October 16^th meeting will be used to select a project.

Meeting adjourned at 4:15.