Total quality management in libraries : a sourcebook / Rosanna M. O'Neil

Includes bibliographical references and index.

Total quality management : customer-centered models for libraries / Susan B. Barnard TQM : quality improvement in new clothes / Donald E. Riggs Think quality! The Deming approach does work in libraries / Terry Mackey and Kitty Mackey TQM : the customer focus / Susan Jurow Customer focus : obtaining customer input / Barbara Armstrong Quality circles and library management / Daniel Sell and Mary Ellen Mortola Quality circles : realistic alternatives for libraries / Nancy Hanks and Stan Wade Why not consider quality circles? / Gina Speakman Total quality management (TQM) in a hospital library : identifying service benchmarks / Wendy Webster Fischer, Linda B. Reel Libraries around Australia : introducing total quality management in Telecom's National Resource Centre / Barbara Armstrong Just another management fad? The implications of TQM for library and information services / John R. Brockman Strategic quality management in libraries / Donald E. Riggs Quality in library and information service : a review / Tom Whitehall