Quality management approaches in libraries and information services

Abstract

The increasing expectations of users for better services have motivated libraries to view quality management as an effective means of incorporating quality improvement into their related services. Effectively implementing quality management in libraries requires an understanding of applying appropriate quality management concepts and techniques. This article reviews the quality management tools and techniques developed over the last five decades and, then, categorises them into three broad approaches. In addition, a framework of quality management approaches and techniques is developed and applied to assess and improve the service quality of libraries and information services.