Awareness and Implementation of Total Quality Management: Medical Libraries' Perspective

The study intended to assess the level of awareness and the status of applications of total quality management (TQM) in medical libraries. A survey method was used to collect data from the library professionals serving in the libraries of medical colleges/institutes/universities of the Punjab, Pakis...

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Bibliographic Details
Published in:Library philosophy and practice 2021-04, p.1-30
Main Authors: Sial, Abera, Hussain, Hafiz Nazeer, Adil, Hafiz Muhammad, Mairaj, Muhammad Ijaz
Format: Article
Language:English
Subjects:
Academic libraries
Customer satisfaction
Customer services
Feedback
Information services
ISO standards
Library and information science
Library management
Medical libraries
Philosophy
Professional development
Professionals
Quality management
Success
Total quality
User needs
User services
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Summary:The study intended to assess the level of awareness and the status of applications of total quality management (TQM) in medical libraries. A survey method was used to collect data from the library professionals serving in the libraries of medical colleges/institutes/universities of the Punjab, Pakistan. The findings revealed that majority of the respondents claimed a good level of awareness and understanding about TQM applications for medical libraries. TQM applications including committed leadership and management support; continuous improvement; team work; involvement of everyone; and employee empowerment were practiced in medical libraries to achieve customer satisfaction. The medical library professionals (MLPs) considered the indicators of performance measures such as PMDC registration requirements, staff evaluation criteria, and users complaints as necessary elements. However, the MLPs did not aware of the performance indicator method, benchmark, and ISO 9001 certification application. The study suggested that the leadership and medical library professionals should focus on devising mechanisms for TQM standards/norms for quality library services and facilities, allocating budget, and providing training opportunities for professional development.
ISSN:1522-0222