IMPLEMENTING TQM TECHNIQUES IN LIBRARY AND INFORMATION CENTRE MANAGEMENT:
Total Quality Management (TQM) as a management tool needs to radically rethink the way in which a library is organised and performs its functions. With its emphasis on meeting users' needs, TQM is seen as a commitment to service with a flexible and future-oriented approach to management. Susan and Barnard presents a model for the implementation of TQM in the library setting. It outlines a ten-step process divided into four stages shown at fig:2. The approach is a flexible one that can be applied in different ways to a variety of situations depending on the level of support for implementing TQM both within and outside the library.
The activities covered in Phase one are quite useful to arrange a seminar exploring the implications of current technological developments and other societal changes that enhance the growth of the library community. Phase two gives emphasis on organising quality once the commitment to TQM and the decision on the TQM methodology "and structure is made. Quality/service awareness, various aspects of library automation training should be given to all employees.
Phase three involves an extensive evaluation of current work processes and the relationship of these processes to customer needs and expectations. Laying heavy emphasis on team activity, team members will need extensive training on the customer service dimension of the quality process including how customers judge services (e.g., reliability, responsiveness; assurance).
In the process of expansion and integration (Phase four), training can be extensive. Some employees even may need training even in new job skills as a result of changed work processes particularly when a manual library is being converted into an automated library.