Enhancing library services: an exploration in meeting customer needs through total quality management.
Total Quality Management (TQM) is a process which focuses on understanding customer needs and improving customer service and satisfaction. A TQM committee was created at the Devereux Foundation's Professional Library to assess user satisfaction and make recommendations for improving library services to better meet consumer needs. The committee distributed a satisfaction survey to 156 of the most likely library users and 84 (54%) were returned. Overall, survey results indicate that most consumers are satisfied with the materials and services provided by the Professional Library. Recommendations for improving library services and strategies for implementing these recommendations are discussed.
Cundari
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Interagency Collaboration Research Project, Devereux Institute of Clinical Training and Research, Devon, PA, USA.
Stutz
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K
D003258:Consumer Behavior; D007999:Library Services / Q000458:organization & administration* / Q000592:standards; D011785:Quality Assurance, Health Care; D011795:Surveys and Questionnaires; D017749:Total Quality Management; D014481:United States