Role of Total Quality Management in Academic Libraries and Information Services

Abstract

A key point in an organisation, total quality management (TQM) must be introduced and led by the top management. Mostly, it focuses on customer needs and their satisfaction. No organisation can accomplish its goals with it. In fact, it directs and guides an organisation to achieve its goals. The present study talks about the importance of TQM in context with academic libraries. Principles and features of TQM have been also highlighted in this article. At last, suggestions have been given to enhance the reputation of academic libraries and their services among readers’ community.

Keywords: Total quality management (TQM), customer needs, customer satisfaction, information sources and services