What is TQM?
TQM
has been defined in various ways, meaning a quest for excellence, creating the
right attitudes and controls to make prevention of defects possible and
optimize customer satisfaction by increased efficiency and effectiveness. TQM
is ―a system of continuous improvement employing participative management and
centered on the needs of users‖. [Jurow and Barnard, 1993]5 Zaira & Jurow1
(1991) defines it as ―TQM is the combination of socio-economic and technical
process towards doing the right things (externally), everything right
(internally) first time and all the time, with economic viability considered at
each stage of each process‖. S. Thakur6 defines the TQM is a concept which make
quality the responsibility of all people within an organization. All the
persons involved are expected to contribute to the overall improvement of
quality. TQM is the preferred method to increase the user satisfaction. It
reduces the defects of the organization and increases the productivity. So TQM
is nothing but a continuous improvement of organizational service through
proper manager and individual efforts for the users‘satisfaction by doing right
thing at right time in a right way.
The Concept of
TQM
TQM is a way of
managing to improve the effectiveness, efficiency, flexibility and
competitiveness of an organization as a whole and it involves whole
organization getting organized and committed to quality in each department,
each activity and each person at each level. For the success of TQM effecting
training, effective implementation and executive involvement is essential. TQM
is the foundation for activities, which include: -
challenging quantified goals and benchmarking;
Commitment by top management and all employees;
External and internal alignment;
Focus on Processes;
Improvement teams;
Meeting user’s requirements;
Recognition and celebration;
Reducing time of development cycle;
Specific incorporation in strategic planning;
Systems to facilitate improvement;
To
become user driven rather than self focused;
Total
involvement, continuous improvement and leadership commitment;
This shows that
TQM must be practiced in all activities, by all personnel, manufacturing,
marketing, Engineering, Research & development, sales, purchasing, human
resources, etc.
Elements of TQM
Following
an international conference in 1990, the conference Board summarized the key
issues and terminology related to TQM:
Quality:
The Quality of
an organization depends on customer‘s satisfaction. Quality is a continuous
process and also unending. But many people including library professionals are
confused about the meaning of the quality. Quality is often used synonymously
with excellence. However, for proper quality management, defining quality and
its measurement are essential. Gravin4 (1998) identified five approaches to
define quality: -
i.
Transcendent approach (Quality always exists)
ii.
Product based approach (product meeting high quality standard)
iii.
User based approach (quality to meet user‘s requirements)
iv.
Manufacturing based approach
v. Value-based
approach
In this context
of information systems, quality pertains to –
i.
Performance of the system
ii.
Quality and quality of document store,
iii.
Quality of information products judged in terms of defined norms or criteria,
iv. User
satisfaction in terms of value for money spent (cost-benefit) and value for
information context (cost-effectiveness). Therefore, the Quality management
strategies should integrate these various approaches for achieving improved
quality information services.
Performance of
the Information System mainly related to: -
a.
accuracy of the services,
b.
adequacy of and need-based services,
c.
timeliness of the services,
d. Quality of
information products.
The
information products in LIS can be information abstracts, Bibliographies,
indexes, current Awareness Bulletins etc. These products should be produced
according to set norms or criteria, (like –following-CCF, Circulation before
the information becomes obsolete). User based approach lies on the idea that
quality lies in the eyes of the holder and that the customer or user is the
ultimate quality judge.
Quality
Control: - Tannock 3
(1992) states that quality control ―consists merely of the operational
techniques and activities that are used to fulfill requirements for quality,
usually interpreted to mean conference to the required specifications
Quality
assurance: - Carley and
Waldran3 (1984) define quality Assurance as ―Planned, deliberate actions or
activities investigated and carried out with the intent and purpose of
maintaining and improving the quality of learning for participants‖.
The
principles of TQM to enhance the Library services:
- Library can benefit from the principles of TQM as suggested by Sirkin 2
(1993) –
i. Ask vendors to give product demonstrations
ii. Change hours of operation
iii. Conduct a user survey about library services
iv. Creates service brochures
v. Develop an active outreach program.
vi. Develop user and staff training materials
vii. Give a new staff a through orientation
viii. Implement interlibrary loan facilities
ix. Improve signage
x. Improve the physical layout of the library
xi. Library orientation
xii. Make a Library Brochure
xiii. Motivation
xiv. Offer electronic document statement
xv. Publicize new or changed services
xvi. Smooth acquisition procedure
xvii. Target services to specific groups
xviii. Technology use for easy information retrieval
xix. Training and development of staff
xx. Use flexibility in staff assignment
xxi.
User based information services
Librarian
must find out what readers want and concentrate upon providing it.
Why
TQM in College Library: - Over many centuries libraries have adopted
many different management principles from business, industry, religion, and
government. A library is a business that must be operated efficiently and well.
A major difference is that most libraries are non-profit organization. Management
of vast amounts of information stored in different formats-printed, electronic,
audio, video-requires use of the most modern management techniques. Today
technologies have changed our social and economic life. In the workplace
methodologies change, people work at home or on the web with flexible
timetables are emerging in different fields. The most important stakeholders in
the library are customers, the providers of subsidies, staff, and other
libraries. These stakeholders are interested, for various reasons, in the
introduction of TQM. The introduction of TQM makes great demands on the staff.
Mainly the specific objectives of the TQM in any college library: -
Discuss the criteria for Quality assurance in providing quality Information
services.
Examine the application of TQM to Library and Information Science (LIC) sector,
with particular reference to college libraries.
Review the Quality assurance System in college library.
Understand the concept of quality, Quality control, Quality assurance, TQM.
User expectation from library users about information products and services of
a college library.
Library and Information Science professionals are facing stiff challenges for
information pollution.
Managing
Quality in a College Library: - The applications of TQM represents a new age
in the management of an organization. Its elements such as participating
management, the personnel training and the responsible service to the users are
views that the libraries are already driven by. As a result of this, the
libraries are up to improve these principles, which already have been valued
positively by them and put them partially in practices. Many college libraries
have embarked on plans for implementing quality-related philosophies such as
TQM. It is well known that TQM is a management method that libraries can
benefit from it in several ways. TQM can be effectively used in providing
services to user. In rendering CAS / SDI, interlibrary loan, access to national
and international databases through internet or other network, attending
reference queries and reference service over phone, fax or personal contact,
etc. Library and Information Centres produce catalogue card, indexing and
abstracting periodicals, newsletter, database of their collection, subject
bibliographies, etc, all of which can be enrich by TQM. TQM can be used in
creating information awareness and consciousness among the user and reaching
out to the potential users. It can be used in identification of the user group,
determination of needs, wants and demand of each user group,
fulfillment of the same through designing and delivering appropriate
information product and services. In each and every college the library plays
key role for development of professors, students, researchers in terms of
knowledge navigator. Today in the information age the information explosion is
very fast. In every movement new information are produced, and it is difficult
for the college library to focus on providing the best services possible, and
be willing to change to serve its users. Library and Information Science
Centres generally exist in relation to their parent organization. They are
viewed as a subsystem of the main system. Hence TQM will find its way in the
subsystem only when there is such an orientation in the main systems itself.
Within the subsystem, the approach has to be accepted by all the Library and
Information Science staff involved rather than leaving it to the domain of any
public relation staff like circulation and reference. Benefits of TQM for
College Libraries: -
a. TQM reduces bureaucracy, empower staff and create a team
base culture, which is keenly desired for college library.
b. TQM implementation in the library enhances the image of a
library.
c. TQM helps to detect defects and focuses on practices that
identify potential defects to prevent them from occurring.
d. TQM helps in libraries improves the image of the library
staff and helps in public relation
e. TQM helps for development the qualitative library
collections.
f. TQM help us to maintain qualitative library and
information services.
g. TQM help us for meeting users‘needs and expectations in an
appropriate way.
h. TQM empower staff members to develop a sense of self
determination.
i. TQM breaks down inter sectional barriers in a library and
promotes co operation and team work instead of competition.TQM reduces
grievances among employees and increases general productivity.
j. Quality of service ensures courtesy, attitude,
helpfulness, and treatment of users with respect.
k.
Any positive actions can be taken with the use of common sense, general
knowledge, public relation skill, ready with and an intention for overcoming
any difficulty that may arise.
Tools
and Techniques of TQM in College libraries:-
Steps
in TQM:- If a college library wants to implement TQM, the
following steps should be taken Phase I: Taking decision in favour of TQM Steps
1 – Exploration Steps 2 – Decision to implement TQM Phase II: Organizing for
quality (prepare) Steps 3 -- Leadership Planning
a. Organizational Behaviour
b. Understanding Users
c.
Vision and guiding principles
Phase
III: (Start up) Steps 4 – Identifying services, users Steps 5 – User‘s survey
Steps 6 - Identifying and measuring critical processes Steps 7 – Initial pilot
project Team Steps 8 – Training of team members Phase IV: (Evaluation and
Expansion) Steps 9: Creating a TQM strategic plan Steps 10 – Divisional /
departmental planning
Flow
Charts: - It is one of the simplest methods of describing
the complete operation steps by step. Symbols are used for the Flow Charts.
i. Operation occurs when an object is intentionally changed
in any of its physical or chemical characteristics- an operation adds value to
the product.
ii. Transportation occurs when an object or a person moves
from one location to another, excepts when the movement is part of the
operation.
iii. Inspection occurs when an object is verified for quality
or quality in any of its characteristics.
iv. Delay occurs when an object or a person waits for the
future action.
v.
Storage occurs when an object is protected against unauthorized removal.
Histograms:
- Histograms are visual representation
of the spread or distribution of data. They are also called ‗frequency
distribution‘. In histograms the information is represented by a series of
rectangles or bars which are proportional to groups of data. Histograms also
illustrate the various measures of central tendency, the mean (average), mode,
and median. So, histogram can show how the data are spread out or dispersed. It
may also suggest the ways of keeping a process in control. To make a histogram
one draws a grid, defines a target for intended performance and then marks the
actual performance level.
Run
Charts: - A run chart is a line graph which illustrates how
a process changes over a period of time. It is an effective tool for presenting
data.
Measuring Qualities of Library Services
The
important measuring tools and techniques are
a) TQM
(Total Quality Management)
b) SERVQUAL
c) LibQUAL
The TQM
is one of the techniques used for the improvement and maintenance of
quality or performance of the library. It is to provide the right information
to the right users at the right place and time and also at the right cost. The
most important components of TQM in a library are:
•
Benchmarking
•
Performance Measuring and Monitoring
•
Qualification and experience of staff.
Benchmarking
is a process of comparing the operations, products and services of a library
with a library doing quality processes and offering quality products and
services to the users. Performance measurement is necessary to identify the
problems, if any and find out new ways for improving the products or services.
It requires both qualitative and quantitative data.
The
major performance indicators of the library functions are:
Acquisition:
Efficiency, effectiveness, cost productivity.
Classification:
Accuracy, Time factor, cost.
Cataloguing:
efficiency, Time effectiveness.
Technical
Processing: Efficiency, effectiveness, cost productivity.
Collection
Management: efficiency, ease, accessibility, effectiveness.
Quality
of service depends on quality and experience of staff.
The
TQM supports user education, sufficient and convenient technical
infrastructures.
SERVQUAL is the most
popular assessment tool of service quality. It is designed by the marketing
research team of Berry, Parasuraman , and Zeithaml. SERVQUAL evolve a set of
five dimensions
to
assess the service quality [1,2]-
i) Tangibles:
Appearance of physical facilities, equipments, personnel, and communication materials.
ii) Reliability:
Ability to perform the promised service dependably and accurately; giving correct
information asked.
iii)
Responsiveness: Willingness to help users and provide prompt service
making new information available.
iv) Assurance
and empathy: Knowledge and courtesy of employees and their ability to convey
confidence to users. It involves politeness, friendliness, skill to provide
information.
v) Access:
It means there are adequate staff and equipments as well as hours of operation.
Location
of library is central and convenient.
vi) Communications:
It involves understanding the users’ needs precisely, provision of user
education, teaching library skills to users, the use of language understandable
to different categories of users.
vii)
Security: It involves physical safety within the library, and keeping
library dealings secured.
LibQUAL + is a library
service quality measurement tool based on the SERVQUAL models of assessing
service quality. It is standard survey instrument used in many libraries.It is
a tool measuring users’ perception of service quality and identifies gaps
between desired, perceived and minimum expectation of services .LibQUAL +TM
2002 is the latest version to listening the users
The concepts of quality based
definitions reveal two important dimensions i.e. customer satisfaction and
continuous improvement. Consequently, we used a new definition of quality in
terms of “customer focus”. In the context of the academic library and
information service sector, it can be described as:
Q - Quest for excellence of knowledge
U - Understanding the user's need
A - Actions to achieve user's demand
L - Leadership quality for Librarian
I - Involving all staff
T - Team spirit in achieving common goals
Y - Yardstick to measure
progress
APPLICATIONS
OF TQM IN LIBRARIES
This definition is apt and offers
Application of total quality management (TQM) in academic library and
information services in the new millennium. Libraries adapted management
practices simply to give their best in the form of services, products and
consultations. Application of TQM is to identify service improvement techniques
for an academic library systems and services. Implementation of TQM in academic library and
information services requires change in the mental frame of the employees as
well as the executives of the library; customer segmentation in terms of their
needs; service strategy to each user segment within library constraints; and
the last but not the least, support from the top management of the academic
library is must without this the quality can’t be improved. Thus,
implementation of TQM requires a changed attitude of employees towards their
work. Each employee has to contribute his or her best for achieving the
objectives of the department which, in turn, are driven by the objectives of
the library. Everyone has to work hard to meet and exceed the user's
requirements for literature and information. The whole philosophy of working
environment has to be changed by introducing effective policies and procedures.
Successful implementation of TQM requires deciding on the customers to whom a
academic library aims to serve, assessing their needs, and deciding on the
services, the academic library has to provide to each segment of user's,
keeping in terms of finance, staff, documents, and databases. In a TQM effort,
all members of an organization participate in improving processes, products,
services, and the culture in which they work. The meaning of TQM is customer
satisfaction through product or services. The customer in the academic library
is user / reader / student. The primary purpose of academic library is to
support the teaching, research and other academic programs of its parent
organization. A academic library is a part of a service organization which
delivers personally to the customers. TQM is at present not emerging as one of
the management technique, but also felt very essential by several organizations
and disciplines. Sirkin, suggests some ways a library might use the principles
of TQM to enhance library and information services.
a) Create service brochures and information kits
b) Conduct a user survey about library and information
services.
c) Improve signage
d) Change hours of operation
e) Provide a more convenient material return.
f) Simplify checkout of material
g) Use flexibility in staff assignment
h) Co-operate with local government.
i) Ask vendors to give products demonstration
j) Give new staff a through orientation.
k) Create inter departmental library advisory groups.
l) Improve the physical layout of the library.
m) Track complaints
n) Develop an active outreach programme.
o) Open satellite offices
p) Publicize new or changes services.
q) Develop user and staff training materials
r) Target services o specific groups.
s) Offer electronic document
delivery.
BENEFITS
OF TQM IN LIBRARIES
TQM leads to a synergy of
benefits. Libraries that had TQM processes were better performers that those
that did not have TQM processes in place. The study indicated that these
libraries have improved employees relationships and retention, improved
operating processes, greater customer satisfaction and increase market
(Eriksson, 2003).
This was because libraries
empowered all levels of management, including self management at customer
level; this was done to manage quality systems, improved quality ultimately
resulting in decreased costs and increased productivity. The benefits of TQM
are shown below (Nagaprasad, H. and Yogesha, B. 2009):
a) Benefits for the organizations:
Quality improves
defects fall
Staff is
motivated
Problems resolved
faster
Productivity
increases
Cost reduction
b) Benefit to the customer
Fewer problems
with the product of service
Better customer
care
Greater
satisfaction
c) Benefits to the staff
Empowerment
More training,
more skills
More recognition
BEST PRACTICES FOR IMPLEMENTATION OF TQM IN
LIBRARIES
Successful implementation of
TQM program in libraries can be achieved by adopting a set of TQM best
practices. For effective implementation of TQM and better results, following
steps are identified:
a) Effective leadership
b) Customer satisfaction management
c) Building quality culture
d) Developing high performing processes
e) Improving product quality and reliability
f) Creativity and innovation
g) Building supplier partnerships
h) Continuous improvement through measurement of quality
i) Eliminating root causes of
important failure costs.
