ERIC Number: ED403907
Record Type: Non-Journal
Publication Date: 1997
Total Quality Management in Information Services. Information Services Management Series.
St. Clair, Guy
Information services managers have a responsibility to provide the best information delivery possible. The basic principles of total quality management can be used by information professionals to help justify library funding through the creation of an environment where customer-patron satisfaction is paramount. This book reveals how to apply the basic concepts of quality management within a library context. Content highlights include management practices in information services; defining quality management; benchmarking; the learning organization; initiating quality management programs; improving customer care practices; the route to continuous improvement in information services; building trust and teamwork; senior management's role in the total quality plan; and developing and implementing the quality management plan. (Author/AEF)
Descriptors: Administrator Role, Benchmarking, Improvement Programs, Information Services, Library Administration, Library Development, Library Services, Program Implementation, Quality Control, Teamwork, Total Quality Management, User Needs (Information), User Satisfaction (Information)
Bowker-Saur, 121 Chanlon Road, P.O. Box 31, New Providence, NJ 07974-0904 ($45).
Publication Type: Books; Guides - Non-Classroom; Reports - Descriptive
Education Level: N/A
Audience: Administrators; Media Staff; Practitioners
Authoring Institution: N/A