Discussion of the use of Total Quality Management (TQM) in higher education and academic libraries focuses on the identification, collection, and use of reliable data. Methods for measuring quality, including benchmarking, are described; performance measures are considered; and benchmarking techniques are examined. (11 references) (MES)

Discusses the current emphasis on assessment of library effectiveness and describes several assessment techniques. It is argued that, by encouraging staff to develop an attitude of self-assessment based on their ability to add value to library services, the assessment phenomenon can be used to improve the overall quality of libraries. (11…