Is TQM needed in libraries?

Abstract

The methods and practical applications in an university library are presented for several Total Quality Management (TQM) techniques, including PEST and SWOT analysis, benchmarking, FMEA, Ishikawa and Pareto analysis procedures, as well as the data acquisition form, the flowchart, the control diagram and the performance indicators. These methods have contributed in the revealing of the problems and to the improvement of service quality.