Based on a survey of five similar institutions, Pennsylvania State University identified four principles of model information technology (IT) practice: use of policy, budget, and strategy measures to maximize IT benefits; early IT implementation; emphasis on customer service to integrate IT into institutional culture; and use of standards,…

Explores the value of Total Quality Management (TQM) for libraries as a management methodology to complement the changing needs of research libraries in light of changing information technology. The planning process for a new academic library which used many TQM elements is described. (EAM)