The use of Total Quality Management (TQM) in libraries and information services in Australia and overseas

Abstract : Total Quality Management (TQM) is a management philosophy which is driven by customer needs and a commitment to continual quality improvement. A system which focuses on processes as much as products, key components of its methodology include customer input, staff participation and continual measurement of its success. This essay summarises where TQM has been successfully used in libraries and information services, and includes an outline of its implementation in selected case studies from overseas and Australia.