Total Quality Management in Academic Libraries – Best Practices

Authors

  • Petra Düren Hamburg University of Applied Sciences HAW Hamburg Faculty Design, Media & Information Department Information Hamburg, Germany

Keywords:

Total Quality Management, Quality Management Project, Quality Management Coordinator, Quality Management Group, Complaint Management, Process Optimization, Performance Indicators, Leadership, Transformational Leadership, Academic Library

Abstract

Quality Management is one of the management challenges in libraries. The quality of the service provided makes the difference between academic libraries and other information service providers. There are a variety of quality management projects – mainly in public –libraries in Germany of which some will be introduced in this paper. Best practices in two academic libraries reveal how Total Quality Management (TQM) can be implemented and established in the day-to-day management of libraries successfully. A modern leadership style – for example the transformational leadership – is required for the implementation of Quality Management in a library becoming an effective strategic goal and a management philosophy.

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Published

2017-05-14

Issue

Vol. 1 No. 1 (2012): July 2012 Issue

Section

Articles