Measuring Quality

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Preface	p. 7
General Introduction	p. 11
The Measurement Process	p. 23
Cost-effectiveness	p. 34
List of Performance Indicators	p. 41
Structure of the Indicators	p. 42
Market Penetration	p. 45
Opening Hours Compared to Demand	p. 49
Expert Checklists	p. 53
Collection Use	p. 56
Subject Collection Use	p. 62
Documents Not Used	p. 67
Known-Item-Search	p. 70
Subject Search	p. 73
Acquisition Speed	p. 77
Book Processing Speed	p. 81
Availability	p. 84
Document Delivery Time	p. 90
Interlibrary Loan Speed	p. 94
Correct Answer Fill Rate	p. 99
Remote Uses per Capita	p. 104
User Satisfaction	p. 106
User Satisfaction with Services Offered for Remote Use	p. 112
English Glossary	p. 117
French Glossary	p. 120
German Glossary	p. 123
Russian Glossary	p. 126
Spanish Glossary	p. 129
Selected Bibliography	p. 135
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