The art of service v the science of measurement : (Record no. 22413)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01364naa a2200169uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 7020219403623 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211162502.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 070202s2007 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | WALDERSEE, Robert |
| 9 (RLIN) | 30899 |
| 245 10 - TITLE STATEMENT | |
| Title | The art of service v the science of measurement : |
| Remainder of title | |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxford : |
| Name of publisher, distributor, etc. | Blackwell Publishers Limited, |
| Date of publication, distribution, etc. | September 1999 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Mantras such as 'If you can't measure it you can't manage it' have become standards of management practice. At no point are the logic or assumptions that link measurement to performance questioned. Formal measurement has its place in the broader art of service leadership. But so do the other aspects of assessment, including personal experience of the service, observation, frontline input, customer meetings and a raft of informal monitoring activities. When conducted properly, these other ways of knowing are just as reliable, valid and manageable as any quantitative system. More quantification is not necessarily better. Service leaders must stand back and understand when to use the science of measurement and when to develop the art of management |
| 773 08 - HOST ITEM ENTRY | |
| Title | Australian Journal of Public Administration |
| Related parts | 58, 3, p. 38-42 |
| Place, publisher, and date of publication | Oxford : Blackwell Publishers Limited, September 1999 |
| International Standard Serial Number | ISSN 0313-6647 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20070202 |
| Operator's initials, OID (RLIN) | 1940^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
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