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• W154879006 abstract "Introduction Quality is customer satisfaction. It is generally used with reference to the end use to product. Quality has been an integral part of human activity since the emergence of human history. Customer satisfaction is the motto of any organization and quality is becoming an essential requirement for the survival of the organization. (1) Quality is the basic philosophy and requirement of library service and all libraries strive to deliver the highest quality of service. A quality service is one that fully meets the expectations and requirements of the users. If a library provides appropriate information to the right user at the right time and in the required form, then it could be argued to be maintaining quality. Quality library services mean satisfying the query of each and every user accurately, exhaustively and expeditiously. (2) Total Quality Management Total Quality Management (TQM) is a management approach that tries to achieve and sustain long term organizational success by encouraging employee feedback and participation, satisfying customer need and expectations respecting societal values and belief and obeying governmental status and regulations product, process, system, people and leadership from the five pillars of TQM. It provides over all concepts that fosters continuous improvement in an organization. The TQM philosophy stresses a systematic integrated, consistent, organization-wide perspective involving everyone and every time. It primarily focuses on total satisfaction of both internal and external customers within a management environment and improved the all systems and processes. TQM is a necessity. It is a journey that never ends and way to survive and succeed. It is the totally integrated effort for going competitive advantage by continuously improving every facet of an organizations activities. (3) TQM is an effective system for integrating the quality development, maintenance and quality improvement efforts of the various functions of business to enable production and service at the most economical levels to meet full customer satisfactions. (4) The successes of TQM vary from library to library, as each library is different from the others. TQM is a process which focuses on understanding customer needs & demands and improving customer's service and satisfaction. Libraries should set marketable goals based on quantitative performance indications, and monitor progress towards those goals. The realities of the current library situation indicates that quality improvement is essential not only for facing major changes but also for growth required for the libraries of today and tomorrow. We have explained the scenarios from the experience of execution at a large scale, highly distributed and extensively collaborative project, the Universities Library of India. We have discussed the Quality Management Framework and its components that have helped us in reducing the duplication, errors and improvement in the quality of the end product for a better quality of service and to maximize the benefit of the users. Service Quality in Library The concept of quality control emerged around 1920 in the US, simply to control the creation of defective items in industrial process. The concept did not immediately take its roots in US but it did in Japan after World War II as a result of which Japan emerged as world quality leader. TQM is a way of managing to improve the effectiveness, efficiency, flexibility and competitiveness of an organization as a whole and it involves whole organization getting organized and committed to quality in each department, each activity and each person at each level. The concept of service quality in the context of a library can be defined as the difference between users' expectations and perceptions of service performance and the reality of the service. Service quality means being able to view services from the user's point of view and then meeting the customer expectation for service. …" @default.
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• W154879006 title "Measuring Service Quality in Dr. Zakir Husain Library, J.M.I, New Delhi: A Survey" @default.
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