Often when total quality management (TQM) does not live up to expectations, that failure is a sign that implementation of TQM was simply fashionable "management hype" or "window dressing" without strong organizational underpinnings. TQM can have staying power when it is backed up by leadership basics of training people…

This discussion of the use of citation frequency data in judging a cluster or an entire collection of journals in academic libraries discusses the rationale for this methodology, and illustrates its application by examining citation counts in ISI's Journal Citation Reports (JCR) for periodicals in the area of communication research. The…

Librarianship has undergone a radical change in recent years, which will be continued in the future. Whereas previously the administration of media was most important, nowadays an ever increasing willingness to provide a service is required. In addition to the essential restructuring of libraries, a generational change is taking place within the…

Effective management and the importance of feedback in relation to improvement are becoming critical issues for libraries. Upward appraisal evaluates managers' performance based on input from their staff, rather than the traditional top-down evaluation format in which a manager is evaluated solely by their superior. This paper discusses the…

The strong emphasis of technology is slowly diminishing the importance of the human element in libraries. The current changes in population demand cultural sensitivity training in all walks of life. Libraries and librarians have a role to play. They need to cope with the multicultural environment by understanding the basics of multiculturalism and…

Compares three system models (closed, open, dissipative) with traditional models for adoption of new technology and library operations. Argues that information-provider organizations (libraries) must be able to adapt to radical changes in their environments in order to remain viable economic entities. (Author/AEF)

Scarce resources, changing customer expectation, and the changing role of top management are all factors that have contributed to the implementation of total quality management (TQM) in libraries. Instructional articles, conferences, and videos can alleviate some concerns of cost and time commitment. Many libraries already practice some of the…

In the field of total quality management (TQM), the term "customer" has been redefined to include all stakeholders, people who have an interest in the organization and its activities, from traditional customers to employees and society as a whole. The stakeholders of an academic library include: students, academic staff, university and…

A primary goal of the quality movement, like the traditional management techniques that preceded it, is to get the most committed effort possible from the members of the organization. This document surveys the literature in order to summarize the substantial debate on how to achieve that goal, and then offers a theoretical context of strategic…

Relates the concept of total quality management to serving information users through remote access technology. The three key factors of personnel, user communication, and equipment support, as well as other areas of concern, are considered. (EAM)

This paper addresses the financial value of the teacher librarian, outlines areas in which this value can be identified, and indicates measures that can be used to demonstrate this value. The four major financial areas in which the value of the teacher librarian can be assessed are: (1) capital investment, made up of the building, stock, and…

Employee absenteeism is a problem faced by all library and information service managers as it erodes both salary budgets and productivity. It can have an undermining effect on staff morale, and may be an indicator of low staff motivation levels. There are two types of absence, unavoidable and avoidable, which can be measured using lost time and…

This report describes Copenhagen (Denmark) Business School Library's (CBSL) use of performance measurement to manage the quality of library services and facilities. The CBSL quality management program consists of: a statement of strategic goals of development and operation, including a focus on users, good service, efficient internal functions,…

This study shows how performance measurement can be developed to take advantage of the most advanced computer software and hardware now available. The "Toolbox" study was commissioned by the European Commission (EC) and undertaken by De Montfort University in partnership with Essex County Libraries and the Library and Information…

This paper defines benchmarking and its relationship to quality management, describes a project which applied the technique in a library context, and explores the relationship between performance measurement and benchmarking. Numerous benchmarking methods contain similar elements: deciding what to benchmark; identifying partners; gathering…