NotesFAQContact Us
Collection
Advanced
Search Tips
Showing all 5 results Save | Export
Customer Service: Another Side of TQM.
Peer reviewed Peer reviewed
Sirkin, Arlene Farber – Journal of Library Administration, 1993
Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…
Descriptors: Administrative Principles, Library Administration, Library Services, Organizational Theories
Tools for Measuring and Improving Performance.
Peer reviewed Peer reviewed
Jurow, Susan – Journal of Library Administration, 1993
Explains the need for meaningful performance measures in libraries and the Total Quality Management (TQM) approach to data collection. Five tools representing different stages of a TQM inquiry are covered (i.e., the Shewhart Cycle, flowcharts, cause-and-effect diagrams, Pareto charts, and control charts), and benchmarking is addressed. (Contains…
Descriptors: Administrative Principles, Benchmarking, Data Collection, Evaluation Methods
Creating Partnerships: Forging a Chain of Service Quality.
Peer reviewed Peer reviewed
Lynch, Richard; And Others – Journal of Library Administration, 1993
Advocates the need for libraries to identify, nurture, and sustain new partnerships given rapid technological advancements and trends in information economics. Principles of partnerships are described, including Total Quality Management (TQM), negotiation, seamless connectivity, performance data, trust, patience, and perseverance; and steps in the…
Descriptors: Administrative Principles, Futures (of Society), Institutional Cooperation, Library Administration
TQM Training; The Library Service Challenge.
Peer reviewed Peer reviewed
Loney, Tim; Bellefontaine, Arnie – Journal of Library Administration, 1993
Addresses training in the context of organizing and implementing a Total Quality Management (TQM) initiative. The customer service implications and relevant training or skill implications for the following phases are described: (1) exploration and commitment; (2) organizing for quality; (3) start up; and (4) expansion and integration. (Contains 18…
Descriptors: Administrative Principles, Library Administration, Library Services, Models
Implementing Total Quality Management: A Model for Research Libraries.
Peer reviewed Peer reviewed
Barnard, Susan B. – Journal of Library Administration, 1993
Describes a model of Total Quality Management (TQM) developed by the Association of Research Libraries. The issues, elements and processes of a comprehensive TQM-based transition, including commitment by management, linkage to organizational strategic planning, organizational culture, understanding customers, and quality teams are covered.…
Descriptors: Academic Libraries, Administrative Principles, Higher Education, Library Administration