Publisher's Synopsis
This book introduces the concepts of quality management to information and library managers and those in related service industries and suggests how the strengths of the quality movement can be harnessed by those working in the sector. - - The first part examines how quality management has developed in other areas with particular reference to services, and shows how Total Quality Management can contribute to improved performance and effectiveness. In the second part, quality management in the library and information sector is reviewed, with particular reference to mission, performance measurement and charters. The emphasis is on quality management as a holistic approach which needs to permeate all parts of the organisation, but always retain the primary focus on meeting customer needs. There is an extensive bibliography of sources from both library and information services and other service, commercial and industrial backgrounds.
