... outlines how the service functions and how it is assessed both from the perspective of the library patron and the service provider. Findings – The author demonstrates how assessment, when incorporated from the very start of a new service, can be utilized as a tool for continuous improvement...

... in making change and improvement. This is continuous improvement, or kaizen. In order to match resource deployment with demand (“right size”), a resource planning model was devised, based on realistic outputs. The model provided staffing requirements to match the predicted demands. Following...