In fact, the local public library, increasingly threatened by competition from other entertainment sources such as expanded home entertainment systems, deluxe bookstores with cafes, and the Internet, could do well to adopt TQM principles. "A library should focus on providing the best services possible, and be willing to change to serve its customers. To determine if changes need to be made, a library administrator might ask: What are our niche markets? What do the customers come in for? How can I look at the efficiency of my library? How do we serve the current customers that exist today? (Masters, 2003, citing Total Quality Management, 1995). In short first learn about the customer, in this case the library patron and then solve the problems with attendance.
A library that alienated customers by being old, poorly lit, and dusty, could improve its customer service by creating more open, airy, and well-lit places to read. A library with a large community of children nearby could create an improved children's section, complete with toys, frequent story time sessions for young readers, and an adjacent section for waiting parents. A library with a large elderly population to serve could expand its collection of large-print books. A library need not accept that it is inevitable that the next generation should be lost to more technologically flashy bells and whistles, nor should it, in the realization of its public service mission. If librarians are complacent, they will soon be out of work!
Libraries at universities have already begun to deploy TQM, such as Harvard University. The Oregon State University Library also decided to test TQM, following the lead of Harvard. One of the predominant criticisms of Oregon, as determined by customer feedback, was that books were difficult to find because of shelving backlogs. "Two small teams, the Shelving Team from the stack maintenance unit, and the Documents Team from the government publications unit worked with outside facilitators. Each team surveyed users and staff and found that some issues, perceived as critical by staff, were not perceived as critical by customers and therefore needed rethinking in terms of TQM" (Masters, 1999).
This metrical analysis of patron satisfaction and demographics can and should be applied to every local library. TQM, in short, does not have to be a heartless process of cutting employee numbers and enforcing impossible standards. By determining what is going wrong, and why error-free processes are not being implemented, even a non-profit organization can be reform, with an eye upon metrics -- in this case shelving backlogs -- and upon the critical human factor of customer (and employee) satisfaction and cohesion in the pursuit of an error-free inventory.
Works Cited
Hansen, Dexter a. (2005). "Total Quality Management (TQM) Tutorial/Help Page." Retrieved 17 Feb 2007 at http://home.att.net/~iso9k1/tqm/tqm.html
Holoviak, Stephen. (Jul/Aug1995) "Why TQM fails to change behaviors or attitudes."
The Journal for Quality and Participation. Retrieved 17 Feb 2007 at http://www.findarticles.com/p/articles/mi_qa3616/is_199507/ai_n8727227/pg_2
Masters, Denise. (2003). "Total Quality Management in Libraries." Retrieved 17 Feb 2007 from ERIC at: http://www.michaellorenzen.com/eric/tqm.html
Rothman, Howard (Feb 1994). "Quality's link to productivity - Total Quality
Management Techniques help companies improve productivity."
The Nation's Business. Retrieved 17 Feb 2007 at http://www.findarticles.com/p/articles/mi_m1154/is_n2_v82/ai_14989849/pg_1
Zabaracki, Mark J. (Sept 1998). "The rhetoric and reality of total quality management."
Administrative Science Quarterly. Retrieved 17 Feb 2007 at http://www.findarticles.com/p/articles/mi_m4035/is_3_43/ai_53392848/pg_2
Total Quality Management or TQM is definitely an integrative administration structure targeted at consistently enhancing the output of products, services, items, procedures and general manufacturing to attain and exceed customer demands and anticipation. It had been an administrative approach initially produced for enhancing the structure of manufacturing. However, it's lately proven its significance in operating industries as well for enhancing the standard and services information and client satisfaction that has
Total Quality Management Objective of this paper is to discuss the concept of TQM (Total Quality Management) using the Deming's 14 points to illustrate how business and education integrate TQM to deliver high quality product and services. The paper further chooses two of the Deming's 14 points to distinguish how business and education implement concept of TQM in their business operations. Total Quality Management Total Quality Management (TQM) is a management philosophy and
TQM Total Quality Management A Look into how the Ritz Carlton Hotel Chain uses Total Quality Management to Address Quality of Service Issues Company Background Level of Service Required for World Class Service Total Quality Management in a Service Environment Human Resource Role in Service TQM The Ritz Carlton's hotels are focused on a rather narrow target market that expects world class facilities as well as world class service by the hotels staff. While constructing world class
Awards Gold Standards Empowering Employees to Implement an Award Winning Approach Using TQM to Drive Change and Improve Customer Service Challenges and Benefits Total Quality Management: A Case Study of a Quality Award Winning Organization In today's society, consumers are often seen more as numbers than actual people. Customer service is talked about frequently, but rarely delivered upon. Customer's requests or needs that go beyond what employees typically experience often fall upon the deaf ears of
Assessing the Significance of Leadership in Improving Quality Management Systems Assessing the Significance of Leadership in Improving Quality Management SystemsTable of ContentsChapter One: Introduction 3Background 4Statement of the Problem 5Research Objectives 6Research Questions 6Chapter Two: Literature Review 7Total Quality Management 7Customer Focus 8Team-Work and Participation 9Continuous Improvement 11Leadership Theory and Practices 13Chapter Three: Research Methodology 14Research Design 15Study Population 15References 16Chapter One: IntroductionOrganizations are constantly exploring how they can remain
Quality Circles ORGANIZATIONAL BEHAVIOR: ARE QUALITY CIRCLES EFFECTIVE Quality Circles became popular during the mid 1980s, when buzzwords such as Total Quality Management and efficiency teams became popularized in U.S. companies seeking to gain a competitive advantage over international production giants including Japanese manufacturers. A great deal of controversy exists however, as to whether or not quality circles truly accomplish what they are set out to do: improve organizational efficiency, worker productivity
Our semester plans gives you unlimited, unrestricted access to our entire library of resources —writing tools, guides, example essays, tutorials, class notes, and more.
Get Started Now