TOTAL QUALITY MANAGEMENT IN THE UNIVERSITY LIBRARY

Total Quality Management (TQM) has been the focus of much attention in management literature in recent years. There has been a steady increase in the amount of material dealing with its application to the service sector but very little that relates to application of TQM to libraries. Describes the introduction and operation of a “Quallty Improvement Programme”,based on the principles of TQM, within the Library at the Queen′s University of Belfast. Focuses on the management infrastructure which was put in place prior to starting the programme off and on the change in organizational culture being brought about by the TQM process. Gives some examples of the benefit in terms of outcomes which will improve services.