The Quality Infrastructure: Measuring, Analyzing, and Improving Library Services -- Contents -- Introduction -- Chapter 1: From User Needs to Organizational Performance: Twenty Years of Assessment at the University of Washington Libraries -- Program Foundation, 1991-1994 -- Developing an Ongoing Assessment Program, 1995-1999 -- Building Effective, Sustainable and Practical Library Assessment, 1999-2005 -- Integrating Planning and Assessment, 2006-2011 -- Assessment Activities: Local Surveys -- Other Assessment Activities -- Collaborative Assessment -- Conclusion -- Chapter 2: Tracking Our Performance: Assessment at the University of Virginia Library -- Development of the User Survey Program -- The Evolution of the Management Information Services Department -- Selected MIS Projects -- The Balanced Scorecard Project -- Sustainable Assessment -- Conclusion -- Chapter 3: The Implementation and Evolution of Quality Management in the University of Arizona Libraries -- Introducing Quality Management and Process Improvement -- Introduction of LibQUAL and Action Gap Surveys -- Restructuring, Project Management, Assessment, and Strategic Planning -- Current State of Quality in the Libraries -- Results of the University of Arizona Libraries' Focus on Quality -- The Future of Quality in the University of Arizona Libraries -- Challenges -- Conclusions -- Chapter 4: Committed to Quality: Syracuse University Library's Program Management Center -- Creating the Program Management Center -- Gate and Security Alarm Project -- Library Measures Data Repository -- Conclusion -- Chapter 5: Thriving through Organizational Agility: The NIST Information Services Office's Baldrige Journey -- Background -- The Baldrige Criteria and Framework -- Building a Culture Focused on Knowledge Sharing, Improvement, and Results -- Role Model Practices -- ISO's Lab Liaison Program.

Vision Implementation Project -- ISO's Workforce Development and Performance Management Systems -- Conclusion -- Chapter 6: Pursuing Organizational Performance Excellence: The Emory University Libraries' Journey -- Introducing Organizational Performance Excellence, 2006-2009 -- Introducing the Baldrige Criteria for Performance Excellence, 2009-2010 -- The Self-Assessment, 2010-present -- Conclusion: Integration, Communication, and Wider Engagement, 2012-Future -- Chapter 7: The Development of an Evaluation and Assessment Program for the Ontario Council of University Libraries -- History of Evaluation and Assessment at OCUL -- The Evaluation and Assessment Librarian -- The Evaluation and Assessment Program -- COUNTER Compliance and the Scholars Portal Usage Data Portal -- A Second Iteration of MINES for Libraries at OCUL -- The Serials Collection Overlap Tool: Facilitating Evidence-Based Collection Development -- Conclusion -- Chapter 8: Creating Analyst Positions in an Academic Library: The UC-San Diego Example -- Evolution of the Analyst Position Model: The UCSD Libraries' Solution -- Typical Project Life Cycle -- Selected Projects of the Decision Support and User Services Technology Analysts -- Benefits and Challenges of the Analyst Model -- Considerations for Libraries Thinking of Implementing the Analyst Model -- Conclusion -- Chapter 9: Kansas State University Libraries Office of Library Planning and Assessment -- Reorganizing for the Twenty-First Century -- The Office of Library Planning and Assessment -- Projects and Accomplishments -- Looking to the Future -- Conclusion -- Chapter 10: Building an Assessment Program in the Liberal Arts College Library -- Institutional Context -- Creating a Library Assessment Committee -- Assessment Tools and Methods -- Assessment Findings -- First Year Seminar Information Literacy Assessment Rubric.

Library Statistics -- Conclusion -- Chapter 11: Developing a Library Assessment Program at Washington University in St. Louis -- A Brief Chronology of Assessment at Washington University Libraries -- Roles of the Assessment Coordinator and the Assessment Team -- Securing Staff Support for Library Assessment Activities -- Assessment and Transformative Change -- Conclusion -- Contributors -- Index.