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Customers First: Using Process Improvement To Improve Service Quality and Efficiency.
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Larson, Catherine A. – RSR: Reference Services Review, 1998
Describes steps in a process-improvement project for reserve book services at the University of Arizona Library: (1) plan--identify process boundaries and customer requirements, gather/analyze data, prioritize problems; (2) do--encourage divergent thinking, reach convergent thinking, find solutions; (3) check--pilot solutions, compare costs; and…
Descriptors: Academic Libraries, Data Collection, Efficiency, Higher Education
Implementing Total Quality Management: A Model for Research Libraries.
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Barnard, Susan B. – Journal of Library Administration, 1993
Describes a model of Total Quality Management (TQM) developed by the Association of Research Libraries. The issues, elements and processes of a comprehensive TQM-based transition, including commitment by management, linkage to organizational strategic planning, organizational culture, understanding customers, and quality teams are covered.…
Descriptors: Academic Libraries, Administrative Principles, Higher Education, Library Administration
TQM: The Director's Perspective.
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Gapen, D. Kaye; And Others – Journal of Library Administration, 1993
Explores the value of Total Quality Management (TQM) for libraries as a management methodology to complement the changing needs of research libraries in light of changing information technology. The planning process for a new academic library which used many TQM elements is described. (EAM)
Descriptors: Academic Libraries, Administrative Principles, Futures (of Society), Higher Education