This document contains three papers presented at the 1995 Arizona Library Association conference. Papers include: (1) "ERLs and URLs: ASU Libraries Database Delivery Through Web Technology" (Dennis Brunning & Philip Konomos), which illustrates how and why the libraries at Arizona State University developed a world wide web server and a home page to expedite navigating and searching the library's electronic databases; (2) "A Process Improvement Approach to Interlibrary Loan" (Linda Dols and others), which explains how data workflow analysis, cost-benefit analysis, benchmarking, and statistics gathering aided an improvement team in doing needs assessment on interlibrary loan services at the University of Arizona; and (3) "Using Total Quality Management Tools to Improve Library Processes" (Barbara Allen & Deborah Smith), which chronicles the implementation of a process improvement team charged with improving physical access to library collections and with adapting total quality management techniques to work processes. (BEW)