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)