Number of found records: 19
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KURTUS, Ron |
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Basic Principles of Total Quality Management (TQM). |
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On line ( 15/06/2004) |
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This presents the basic principles of the philosophy of total quality management and seeks to answer three questions: how to satisfy the client; why satisfy the supplier; what is continuous improvement |
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Total quality management; principles |
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MASTERS, Denise G. |
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Total Quality Management in Libraries |
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Eric Digest, ED396759, 1996. |
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On line ( 15/06/2004) |
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Libraries are ideal places to implement TQM. They are service organizations dedicated to their customers, the patrons. By formulating a strategic plan, and following it with a commitment to continuous quality improvement, library managers can transform and improve their organizations. Riggs (1992) summarizes the notable principles of TQM: (1) manage by fact: make library decisions after careful analysis of data gathered with tools such as checksheets, histograms, and Pareto charts; (2) eliminate rework: library work is often labor intensive--simplify it and make sure it is done properly the first time; (3) respect people and ideas: staff are the library's most valuable resources, and they should be encouraged to point out problems without fear of management; and (4) empower people: trust library staff to act responsibly and give them the appropriate authority to make decisions that can improve the quality of work they do. Finally, remember that TQM is not a "quick fix." It needs to be implemented gradually over a two- to three-year period (AU) |
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TQM; libraries services; strategic planning |
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MISTRY, V.; USHERWOOD, Bob |
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Total Quality Management, British Standard accreditation, Investors In People and academic libraries |
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Information Research, 1996, vol.1, n.3 |
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On line ( 15/06/2004) |
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Analysis of different types of quality systems applied to university libraries, especially those based on total quality management and on the ISO 9000 model. |
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ISO 9000; TQM; accreditation |
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ROWLEY, Jennifer |
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Managing quality in information services |
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Information Services & Use, 1996, vol.16, n.1 |
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On line ( 15/06/2004) |
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In any environment where a service is being provided for customers it is appropriate to seek to monitor and enhance service quality. TQM (Total Quality Management) is an approach that has been widely adopted for enhancing service quality. This article explores some of the issues associated with the implementation of TQM in the service environment, as they might apply to information services. In implementing TQM in this environment it is necessary to establish some basic definitions by answering questions such as `what is quality?', `who are our customers?' and `how can quality be measured?'. The SERVQUAL instrument has been widely tested as a means of measuring service quality. The article takes the opportunity to review briefly the literature concerned with measuring service quality as a forum in which to explore the concept of service quality (AU) |
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TQM; Information services; Servqual |
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