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Identification of Customers:
Who are the external and internal customers? Can customers be segmented either on the basis of the service that they require, or their attitudes to effective service delivery? This will no doubt bring out different opinions from different groups. As a starting point, libraries should focus their efforts on identifying the customers and determining their expectations. The objective is to provide excellent service to existing customers. Satisfied customers bring new customers, dissatisfied customers discourage new and existing customers. Of course improved customer service and satisfaction is a long-term strategic initiative. It requires commitment from the head of the organization, staff, funds and time. Identification of customers, and 'providing customer service and satisfaction work as effective management tools to help libraries accomplish their mission.
Standardization of Work Processes: The interrelated processes of an organization need to be standardized which help to determine how work is organized and how customer needs
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Electronic Document Delivery Systems: The systems employing electronic technology for the receipt of requests and supply of documents are known as Electronic Document Delivery
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Do you think Acorn’s solution was good? Why or why not?
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