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.