Authors : Dilip S. Ganthale
Page Nos : 64 to 69
Description :
The concept of total quality management originated in the Japan and later into the USA
and other countries industries. This paper presents the various aspects of TQM and corelates
the importance of it in the library and information sector. Today the library and
information sector have became totally users oriented, so the concept of customer
satisfaction also applies here and the basic foundation of total quality management also
associated with this concept, therefore application of all the techniques of TQM is
essential in libraries to fulfill the users needs in appropriate manner.
Keywords :- Total quality management ,Library management, Customer service
quality and Customer Satisfaction
