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A Total Look at Total Quality Management: A TQM Perspective from the Literature of Business, Industry, Higher Education, and Librarianship.
O'Neil, Rosanna M.; And Others – Library Administration & Management, 1993
Discussion of Total Quality Management (TQM) highlights its history in business and industry, explains its use in higher education settings, and describes recent quality efforts in library services. Topics addressed include a history of quality; barriers to quality control; examples at Pennsylvania State University; and learning opportunities for…
Descriptors: Administrative Principles, Business, Higher Education, Library Administration
Using Quality Concepts to Improve Reference Services.
Peer reviewed Peer reviewed
Brown, Janet Dagenais – College and Research Libraries, 1994
Discusses how to improve library reference service, especially the effective delivery of accurate answers, based on a program at Wichita State University (Kansas) that used concepts of quality from business and organizational management. Topics addressed include customers and customer service, and methods of reference service evaluation. (Contains…
Descriptors: Business Administration, College Libraries, Evaluation Methods, Higher Education
Improving Reference Service: The Case for Using a Continuous Quality Improvement Method.
Peer reviewed Peer reviewed
Aluri, Rao – RQ, 1993
Discusses the evaluation of library reference service; examines problems with past evaluations, including the lack of long-term planning and a systems perspective; and suggests a method for continuously monitoring and improving reference service using quality improvement tools such as checklists, cause and effect diagrams, Pareto charts, and…
Descriptors: Charts, Check Lists, Diagrams, Evaluation Methods
Library Services and Health Care Administration.
Peer reviewed Peer reviewed
Buchanan, Holly Shipp – Library Trends, 1993
Discusses progress made in meeting the information needs of health care administrators and the role of the library in providing information for administrative decision making. Highlights include health care economics; a shifting power structure; quality improvement initiatives; standards; communicating the role and value of library services; and…
Descriptors: Administrators, Communication (Thought Transfer), Decision Making, Futures (of Society)