000			00842nam a2200109Ia 4500
100			_aROWLEY, Jennifer
245			_aImplementing TQM for library services : the issues.
260			_c1996
520			_aDefines TQM, and presents the main elements. Explores some of the issues that need to be addressed if TQM is to be successfully implemented, viz: defining quality; clarifying customers; establishing quality as a strategic issue; organizational structure; organizational culture; and, human resource management. Notes that all services present particular problems in relation to quality management because of their inherent characteristics intangibility, perishability, simultaneity and heterogeneity. On the other hand there is an increasing focus on the importance of the quality of the service.
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942			_cA
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