TOTAL QUALITY MANAGEMENT (TQM):
Total Quality Management (TQM) is focussed on the requirements of the customer. A library patron or user is a customer. He or she is demanding a service and expects that service. Total Quality Management offers an approach for an organisation to design processes, policies, and jobs so that they are the best, most effective methods for serving users' needs, eliminating inefficiencies and assuring quality service. TQM is an important strategic management tool and a systematic approach with strong internal and external customer orientation. "Quality as a management tool especially for non-profit organisations like libraries". The service is defined by library users in the TQM context. Since users' need will continue to change, quality service will require a continuous improvement process. Libraries will continue to :
• identify customers' - who matters ?
• identify customer expectations or needs - what do they want ?
• translate customers expectations into operational processes - what do we need to do to meet users' expectations ?
• decide on how to measure services - how will we know how we are doing ?
• conduct evaluation of services based on established performance measures - what processes should we continue or change ?
Simply defined, TQM is "a system of continuous improvement employing participative management and centred on the needs of customers".