Total Quality Management : Application to Libraries and Information systems
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Date
1998-03-04
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
INFLIBNET Centre
Abstract
Total Quality Management (TQM) is a people-focused management system
that aims at continual increase in customer satisfaction at continually lower
real cost. It is not a tool in itself, but simple and useful tools and techniques
of Statistical Process Control (SPC) form an essential part of TQM exercises.
Of various tools and techniques, the author has described three, i.e. Process
flow diagram, Pareto diagram and Cause-effect diagram, mentioning about
their applications and advantages in management of libraries and information
centres. These three techniques are simple in approach and application. There
are other techniques of TQM, which can also be used in library environment
but needs statistical computations.
Description
Keywords
Total Quality Management, Pareto Diagram, Process Flow Diagram