Purpose: The paper aims to study how the present distance learning libraries can improve upon their existing services and introduce new ones to enhance quality of services to distance learners. Design/methodology/approach: The paper includes a review of literature on quality assurance in open and distance education in general and student support…

Two measures of effectiveness for university libraries are constructed: the primary, defined over the total population of users, considers the number of information items desired, number of satisfactorily answered inquires, and number of users; while the secondary, total population is divided into subsets according to similarity of user needs. (13…

Describes an experiment at Cornell University (New York) to produce computer-output microfilm from digital images by means of an electron beam recorder to preserve deteriorating library materials. Topics addressed include quality evaluation using imaging standards and printers' type sizes. Samples of film printouts and direct digital printing are…

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…

Briefly describes the automated system as it relates to cataloging processes at each of six university libraries. Areas that have been most affected are noted--authority control, catalog maintenance, decentralization of original cataloging and other technical services functions, enhanced public access to materials, and quality control. (25…

Written by a former McDonald's manager who earned a master's degree in library science, this article describes how "QSC"--quality, services, and cleanliness--can be applied to libraries in the same way it is used by restaurants. Argues that libraries are simply businesses that cater to customers. (Contains 42 references.) (NB)

Describes the Oregon State University library's experience with Total Quality Management (TQM) from initial training and development of two teams to its use as an impartial problem-solving tool which anyone can use. Staff concerns and fears about TQM are discussed, and benefits are explained. (Contains five references.) (EAM)

Summarizes the experience of the Harvard College Library (Massachusetts) with Total Quality Management (TQM) and its plans for a pilot implementation and training process. The strength of the approach is shown to lie in the broadly based membership of the steering committee, commitment to group process, and ongoing communication efforts with…

The status of quality control in U.S. higher education is discussed with an overview of the functions and structure of public and private colleges and universities. The book is divided into seven chapters: (1) outside controls (accrediting groups, governmental groups and other groups); (2) structure (board of control, president, organization); (3)…