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Total quality management in service industry
Total quality management in service industry
Total quality management in service industry
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Quality management has been extensively applied within the manufacturing industry over a decade. later, the service industry has increasingly emphasized this area. Quality management is increasingly integrated into library services, following their perceived success in manufacturing industries with particular emphasis on improving service quality. Since manufacturing industries differ in terms of the characteristic quality, different criteria must be used for measuring these industries. Quality management approach should be different in service sector in comparison with manufacturing industry. The most distinguishing characteristic between service and manufacturing industries is that in the former there is usually a direct interaction between customer and the service. Libraries have intensive direct interaction with the customers. Because of this libraries must develop their own framework when integrating quality management approaches into libraries. The practice of quality management in library service sector existed since its conception, however the terminology used was different. Performance indicators, evaluation of reference sources using check-list criteria, evaluation of information retrieval system using recall and precision ratios, cost effectiveness studies, user survey on library services etc are all part of quality measurement studies using different mechanisms of assessment and methodologies. A review of literature shows that quality studies in library and information sectors are mostly isolated and are made on different aspects of library management, services, user studies etc. The library being a service sector, its prime objective is to provide the information and services to its users at the right time in the... ... middle of paper ... ...e of finding out the loopholes in the system and its services. Feedback from students and faculty is essential for continuous improvement in quality of library services. Conclusion The increasing expectations of users have challenged libraries to improve their quality of services.The academic libraries wanting to continuously improve their service quality and completely satisfy users must create a customer-oriented culture in their organization. The quality management in the academic library being a service sector is very important. An academic library with huge collection, but unutilized Measurement of quality of acquisition, technical processing and circulation are main areas of an academic library where the quality measures can be incorporated. These areas have a lot of scope for further improvements and thus the quality of academic libraries can be improved.
There is no doubt that these methods are highly beneficial for Smith’s article. Despite the fact that only the minorities are defending the well-being of libraries due to the support for the innovations in technology, this article more than likely helped gain more reinforcements. The author of the article “The North West London Blues” , Zadie Smith, uses evidence, reasonings, and stylistic elements in order to gain
Strangely, this problem is infrequently discussed when assessing the shortcomings of a troubled library system or other similar organization, in favor of a focus on improving “the bottom line” and
Katsirikou,A. and Skiadas,H,C. (ed)(2009) Qualitative and Quantitative Methods in Libraries: Theory and Applications. London: World scientific publishing.
I attended the in class lecture on October 18 over Texas A&M’s library resources and services. The lecture was presented by Daniel Xiao and reviewed the many applications of the university libraries.
A library or information unit must have a dedicated plan on having an organized Collection Development Policy, represents the guideposts of all types of library institutions. Collection development is the process of planning, selecting, acquiring and evaluating the library collections’ convenience to print and electronic collection developments. Thus, it is essential to have a written collection development policy, a statement of general collection building principles with desalinating the purpose and content of a collection in terms of relevance and internal audiences (Clayton and Gorman 2007). Broadly, the international and local libraries have sketched written collection development policies which they are aware of its uses. Recently, the written policies consistently renewed with the rise of digital collections. However, the value of the written collection development plan shakes with the complexity of managing electronic resources, funding and time considerations, criticism on how it written and also its inflexibility. This essay will examine the arguments for having the advantages of the written collection development policy (CDP) and the issues evolve which against the latter.
Libraries are essential to a community especially in difficult times. Due to rising costs and job losses, patrons may have had to cut their own expenses such as buying books or cancelling their internet service. In order to continue to have access to these materials, patrons turn to their libraries. However, libraries are often the first to get cut in budget reforms. A library can survive a budget crisis by making cuts, fundraising, developing trust, and media exposure.
Introduction Effectively integrating information technology (IT) into an organization’s business processes is critical if the organization wants to increase productivity and remain profitable. IT includes items such as the systems software, application software, computer hardware, and the networks and databases that help manage the organization’s information. When implementing quality standards and processes that are forever changing in the IT world, organizations must balance these changes while continuing to rapidly implement new systems technologies in order to stay competitive. Quality improvements in IT delivery and service support can be improved by measuring and tracking user satisfaction, integration and flexibility early on in the decision process and reinforcing them throughout the review process. Adhering to quality management best practices means ensuring that quality standards are strictly enforced and entrenched into the organization’s philosophy.
Every company producing products or services should have a Quality Management System. The system focuses on fulfilling the quality requirements and providing the clients with confidence in their products. It should also prevent the company from making any manufacturing errors by predicting them before they occur.
In the effort to fulfill their mission of disseminating information, librarians face a variety of challenges. Some of these challenges pertain to collection development, technical services, cataloging backlogs, and the handling of new technologies. Other challenges are related to legal issues and intellectual freedom, such as material objections and Internet access. Library management has dealt with these challenges for years by updating the technology, increasing the staff, and educating employees and customers. Effective communication poses a different and important challenge to librarians, especially to reference librarians.The communication between reference librarians and library customers is difficult to a point that librarians need to use special communication tools to be able to deliver the best service. The United States is one of the countries where librarians, in general, and academic librarians, in particular, are more prone to deal with multicultural customers. This can make their job even more difficult. Does the communication in multicultural environments create a real problem for libraries? Does the library management need to intervene in order to solve these problems? Alternatively, should management leave this issue to the individual librarians to educate themselves and overcome this challenge?
Now that my studies are coming to a close, I am resolved to make a difference in the information professional field by providing a positive impact in library administration. My years of experience as an administrative professional combined with the knowledge and dedication that I have to libraries and librarians makes me uniquely qualified for this responsibility.
To make more people to come into the library, the librarians must properly manage their service environment to effectively market their services and products. This shows the importance of the servicescape in all
Flynn et al. (1994) define quality management as an integrated approach to achieve and sustain high-quality output. Quality engineering is the discipline that deals with the analysis of a manufacturing system at all stages, to improve the quality of the production process and of its output. This can be referred to as the means of achieving a consistent maintenance management system within an organization. Quality improvements methods are a means of improving the organization customers’ satisfaction and competitiveness. Quality is related to manufacturing, and reliability is more related to the validation of sub-system or lower item requirements, (system or part) inherent design and life cycle solutions. (Flynn, et al., 1994) A manufacturing
High service quality increases customer satisfaction and produces measurable long-term benefits in market share and profitability (Anderson, Fornell, & Lehmann, 1994). From the managerial point of view, the final goal is to attract and maintain customers. With the emphasis on the voice of the customer, service quality was defined as the difference between customer expectations of service and the perceptions of the actual service received (Parasuraman, Zeithaml, & Berry,1988).
Library managers should organize technology-based training for librarians in order to make them comfortable with new technologies and more aware of their dangers. Since technology skills are important part of most library and information jobs, librarians should make sure they acquire technological skills continuously. University libraries should employed qualified information and technology specialist and troubleshooters to maximize system accessibility and provide a level of comfort to the librarians.
Zickuher, Kathryn, Rainie, Lee, Purcell, Kristen, Library services in the digital age, Pew Internet & American Life Project, January 22, 2013, http://libraries.pewinternet.org/2013/01/22/library-services, December 10, 2013.