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| Format: | Recurso educativo Open Access |
|---|---|
| Language: | en |
| Published: |
1994
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=ED405897 |
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Table of Contents:
- Total Quality Management in Libraries, with Connie Merritt. [Videotape.] Empowerment Innovation Library Administration Library Cooperation Library Development Library Personnel Library Planning Library Policy Library Services Library Standards Prevention Total Quality Management User Satisfaction (Information) Being "good enough" is no longer adequate for today's library and staff. Total Quality Management (TQM) is a system and philosophy which guides a unified effort towards delivering excellent goods and services. In this video, not available at ERIC, Connie Merritt shows how TQM helps all of a library's departments work together to satisfy both its external and internal customers. Six essential components of TQM are described and discussed in the context of libraries: (1) management commitment from the top down; (2) partnering with the community and businesses; (3) meeting customer expectations; (4) prevention of problems; (5) "shucking" tradition to make a difference; and (6) empowering staff. (SWC)