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Enhancing library services: an exploration in meeting customer needs through total quality management
1Interagency Collaboration Research Project, Devereux Institute of Clinical Training and Research, Devon, PA, USA.
Special Libraries
|February 2, 1996
Summary
Total Quality Management (TQM) improved library services by focusing on user satisfaction. The Devereux Foundation
Area of Science:
- Library and Information Science
- Quality Management
- Customer Satisfaction Studies
Background:
- Total Quality Management (TQM) is a strategic process focused on enhancing customer satisfaction.
- Libraries increasingly adopt TQM principles to align services with user needs.
- The Devereux Foundation's Professional Library aimed to evaluate and improve its service quality.
Purpose of the Study:
- To assess user satisfaction with the Devereux Foundation's Professional Library.
- To identify areas for service improvement based on user feedback.
- To develop actionable recommendations for enhancing library services.
Main Methods:
- Formation of a Total Quality Management (TQM) committee.
- Distribution of a satisfaction survey to 156 identified library users.
- Analysis of 84 returned surveys (54% response rate).
Main Results:
- Overall user satisfaction with library materials and services is high.
- Specific user needs and preferences were identified.
- Key areas for potential service enhancement were highlighted.
Conclusions:
- The Professional Library generally meets user expectations.
- Implementing TQM principles can lead to sustained service improvements.
- Recommendations are proposed for further enhancing user satisfaction and library effectiveness.
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