Total Quality Management in Service Sector: Case Study of Academic Libraries

摘要

Quality normally focuses on fulfilling needs, and preferences of customers. Customer-driven quality product and service ensure to satisfy the requirements of customer beyond their expectations. As the organizations improve the quality standard of their product and services the customers’ expectations change eventually. Keep this in mind, the fast growing organization anticipates the change and improves its quality product and services continuously. This aspect encourages widespread use of quality management tools, including cost of quality, process integrity, and various measurement techniques for the survival of the organization. Total Quality Management (TQM) acts as one of the powerful management tool which integrate both internal and external customer and able to provide quality services with limited resources. Present paper deals with TQM in academic libraries and aims to focus on how they can provide better quality products and services to stake holders. Since continuous change is occurring in the field of library and information services, academic libraries have to offer learning materials in all format, i.e. print (books and Journals, reports) as well as electronics medium(through digital networked information services). Attempt has been made in this paper to examine how academic libraries can able to provide quality services to their customers with limited resources by adopting quality management tool like TQM.