The Malcolm Baldridge National Quality Award (MBNQA) framework for defining organizational quality is widely accepted in for-profit organizations. A study examined the validity of the proposed relationships among MBNQA dimensions using data from higher education. The empirical results help identify a modified model that has implications for…

In the field of total quality management (TQM), the term "customer" has been redefined to include all stakeholders, people who have an interest in the organization and its activities, from traditional customers to employees and society as a whole. The stakeholders of an academic library include: students, academic staff, university and…

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)