Describes the elements of a quality assurance (QA) program for special libraries, including one library's program and problem-solving model; the role of others in the library's program; types of recordkeeping; and integration of the program with organizational QA. Ten suggestions for establishing a QA program are offered. (6 references) (MES)

This paper describes a two-year study by the British Library Research and Innovation Centre that examined the potential of self-assessment for public library services. The approaches that formed the basis for the investigation were the Business Excellence Model, the Quality Framework, and the Democratic Approach. Core values were identified by…

Texas A&M University's Evans Library conducted a survey (SERVQUAL) to measure service quality in terms of tangibles (appearance of facilities, equipment, personnel, and communication materials), reliability, responsiveness, assurance, and empathy. Discrepancies between expectations and perceptions were found in reliability, responsiveness,…

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…

Discusses limitations and possibilities of the service quality model, originally developed in a commercial environment, for academic libraries. Examines ways in which the model can be adapted to library reference services, access services, document delivery, and collection development. (62 references) (Author/AEF)

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)

Explains the need for meaningful performance measures in libraries and the Total Quality Management (TQM) approach to data collection. Five tools representing different stages of a TQM inquiry are covered (i.e., the Shewhart Cycle, flowcharts, cause-and-effect diagrams, Pareto charts, and control charts), and benchmarking is addressed. (Contains…

Addresses training in the context of organizing and implementing a Total Quality Management (TQM) initiative. The customer service implications and relevant training or skill implications for the following phases are described: (1) exploration and commitment; (2) organizing for quality; (3) start up; and (4) expansion and integration. (Contains 18…

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.…

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)