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ERIC Number: ED405868
Record Type: Non-Journal
Publication Date: 1995
Pages: 7
Abstractor: N/A
Reference Count: N/A
Quality Management in Libraries.
Brophy, Peter
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 library support staff, university and library managers, the government, society (local, regional, national, and international), the international research community, and posterity. Two figures show the criteria for the European Quality Award (EQA), a prestigious prize for which companies across Europe compete each year, and a quality management map, which illustrates how the elements of quality management fit together and how they can be applied to libraries and information services. The quality management map has four stages: (1) Inputs--total commitment, management responsibility, stakeholder requirements, quality assurance, quality management system and standards, and resources; (2) Processes--process control and process activities; (3) Outputs and Outcomes--products and services and use of products and services; and (4) Review and Improvement--zero defects, inspection and test, continuous assessment and improvement, non-conformance control, conformance to requirements, and corrective action. Another quality methodology also measures key dimensions of service as seen by the customer: reliability, assurance, tangibles, empathy, and responsiveness. Several other research projects in quality management in libraries are discussed. (Contains 11 references.) (SWC)
Publication Type: Reports - Evaluative; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A