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Total Quality Management definition in Library Managment

What is Total Quality Management?

Today, all kinds of organizations are becoming customer oriented organizations to survive in the world. So, they need to provide quality products and services to their customers. Total quality management is an approach that an organization takes for improving its performance on systematic and continuous basis. This is achieved by involving all employees throughout the organization in satisfying all requirements of every customer, whoever the customer may be – either external or internal. Quality management is the basis for library management in general. Such principles of TQM as meeting the customers’ needs, exact assessment, continuous improvement, teamwork, and enthusiasm of the leaders are typical for library service.

  • Total – everyone in the organization is involved in creating and maintaining the quality of the services and products offered.
  • Quality – the organization through individual and collective actions focuses on meeting customer needs, recognizing that customer perception identifies quality.
  • Management – in managing the system, the emphasis lies on continuously improving the system in order to achieve the best results.
The origin of Total Quality Management is credited to an American, W. Edwards Deming, who developed the approach after World War II for improving the production quality of goods and services.

Donald (2003) defined TQM as “a systematic process which focuses on understanding customer needs and improving customer services”.

According to Jurow and Barnard (1993) TQM is “a system of continuous improvement employing participative management and centered on the needs of customers”.

According to British Standards BS 7850, Total quality management (TQM) is a management philosophy embracing all activities through which the needs of the customer and the community, and the objectives of the organization are satisfied in the most efficient and cost effective way by maximizing the potential of all employees in a continuing drive for improvement.
Total Quality Management (TQM) is a management approach to long-term success through customer satisfaction. TQM focuses on the development of products and services that meet the needs and exceed the expectations of key customer groups.
Total Quality Management is often used to signify excellence of a product or service. It can also signify reliability, durability and relative absence of defects in product and service. It consists of three dimensions of quality (3Qs), namely: quality of returns, to satisfy the needs of shareholders or promoters of the organization (in the case of the library, the funding authorities); quality of products and services, to satisfy some specific needs of the customer (in the case of the library, the user or patron); and quality of life at work and outside work, to satisfy the needs of the people in the organization (in the case of the library, the library staff).


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