Purpose: The purpose of this paper is to assess costs in the National and University Library of Croatia for processing Croatian web resources and the maintenance and development of the service, and to analyse the present organisation and workflow of their processing, and to propose improvements. Design/methodology/approach: The assessment period…

Discusses three management concepts that can be used by special librarians or information management specialists to achieve excellence in information delivery: total quality management (TQM), quality information management (QIM), and the ideas in the Special Libraries Association's (SLA) "Competencies for Special Librarians of the 21st…

Discusses Total Quality Management (TQM), benefits to libraries, and possible barriers to its adoption. An overview is provided of 13 articles included in this issue on (1) library approaches to TQM; (2) implementing a TQM program; (3) supporting TQM efforts; and (4) learning from the experience of others. (EAM)

Proposes use of quality circles (QCs)--groups of employees who meet to learn and apply techniques for solving problems affecting work or workplace--to involve library employees in decision-making process and improve morale and product/service quality. Basic philosophy, establishment of QC, and QC techniques are noted. Twelve references are…

Discusses the use of total quality management (TQM) principles in libraries. Topics addressed include commitment from the library director; strategic planning; training needs for library staff; the identification and selection of targeted areas that would benefit from TQM; quality improvement teams; analysis; proposed solutions; and evaluation…

Provides an overview of Japanese management theory and suggests applications to library administration. Highlights include participative management; shared decision making; long-term objectives; organizational philosophy; staff training and human resource development; strategic planning; staffing issues; cooperation; quality control; and total…

Relates the Seminole Community College (Florida) library's experience barcoding a collection of materials and provides practical suggestions on how to implement barcoding in other libraries. Highlights include a barcode plan (smart barcodes and dumb barcodes), worker guidelines, problems encountered, and costs. An annotated bibliography and seven…

Presents three articles that discuss customer service in libraries, with a focus on planning for service management, a customer service program for library staff, and a quality improvement process. Highlights include developing and implementing service strategies, dealing with requests, redefining work relationships, coworkers as customers,…

Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

The basic philosophy of organization and management of a learning resource center is to maximize the effectiveness/efficiency for the use of all resources and establish proper management control and cost effectiveness. Qualities should include accountability, consistent service, reliable professional consulting, and standardized procedures. A…

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…

Quality in library technical services is explored in light of changes produced by automation. Highlights include a definition of quality; new opportunities and shifting priorities; cataloging (fullness of records, heading consistency, accountability, local standards, automated checking); need for new skills (management, staff); and boons of…

Considers methodological issues which arose in undertaking a two-year British Library-funded research project--Assessment Tools for Quality Management in Public Libraries--and discusses the principal findings. The authors suggest that by using an active research methodology they were best able to produce a self-assessment tool-kit which matched…

The new manager of the Saint Louis Public Library's cataloging department describes how she dealt with three computer systems, planning for unexpected downtime, juggling staff, balancing different levels of expertise, and upgrading staff technical skills. The development of a cataloging procedures manual is also described. (KRN)

Advocates the use of the Total Quality Management (TQM) model for libraries to survive financially and to retain their customers. An award for library quality based on the Malcolm Baldridge Award is proposed to enable institutions to use an evaluation procedure that rewards a commitment to continuous improvement. (Contains five references.) (EAM)