ERIC Number: ED405897
Record Type: Non-Journal
Publication Date: 1994
Total Quality Management in Libraries, with Connie Merritt. [Videotape.]
American Library Association Video/Library Video Network, Towson, MD.
Being "good enough" is no longer adequate for today's library and staff. Total Quality Management (TQM) is a system and philosophy which guides a unified effort towards delivering excellent goods and services. In this video, not available at ERIC, Connie Merritt shows how TQM helps all of a library's departments work together to satisfy both its external and internal customers. Six essential components of TQM are described and discussed in the context of libraries: (1) management commitment from the top down; (2) partnering with the community and businesses; (3) meeting customer expectations; (4) prevention of problems; (5) "shucking" tradition to make a difference; and (6) empowering staff. (SWC)
Descriptors: Empowerment, Innovation, Library Administration, Library Cooperation, Library Development, Library Personnel, Library Planning, Library Policy, Library Services, Library Standards, Prevention, Total Quality Management, User Satisfaction (Information)
American Library Association Video/Library Video Network, 320 York Rd., Towson, MD 21204-5179 ($99).
Publication Type: Guides - Non-Classroom; Non-Print Media; Reports - Descriptive
Education Level: N/A
Audience: Administrators; Media Staff; Practitioners
Authoring Institution: American Library Association Video/Library Video Network, Towson, MD.