Article | 10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden | Prerequisites for Quality Improvements in the Library

Title:
Prerequisites for Quality Improvements in the Library
Author:
Anette Hallberg: Department of Management and Engineering, IEI, Linköping University, Sweden
Download:
Full text (pdf)
Year:
2007
Conference:
10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden
Issue:
026
Article no.:
127
No. of pages:
7
Publication type:
Abstract and Fulltext
Published:
2008-02-15
Series:
Linköping Electronic Conference Proceedings
ISSN (print):
1650-3686
ISSN (online):
1650-3740
Publisher:
Linköping University Electronic Press; Linköpings universitet


The library has since long been well positioned in society. In recent years the European life long learning initiative has brought an increasingly amount of adult learners and distance students to the library. As a consequence the library has had to move towards changing customer needs in direct or indirect contact with pedagogues and educators. The library today is positioning itself both as an institution and an actor for the adult learner. Loomba and Spencer (1997) point at the fact that government agencies are facing intense competition through the deregulation of service markets. Not used to competition; the library is an example of an organization that interacts directly with the customer and that needs to attract the user to fulfil its mission and to legitimate financial support from the government. The implementation of quality improvements in the library means a change from an inner process oriented view; to a customer oriented interactive approach. It is the intersection between the public tradition and the service of the customer in a market oriented environment that creates a challenge for improvements of library service quality.

The purpose of this paper is to explore the prerequisites for quality improvement in a public library.

Keywords: Service quality; library; learning; customer; involvement

10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden

Author:
Anette Hallberg
Title:
Prerequisites for Quality Improvements in the Library
References:

Bakewell; K.G.B. (1997); Managing User-centred Libraries and Information Services; (2nd ed.); Mansell; London.


Claver; E.; Llopis; J.; Gascó; J.L.; Molina; H. Conca; F.J. (1999); Public administration From bureaucratic to citizen-oriented culture; The International Journal of Public Sector Management; Vol. 12; No.5; pp. 455-464.


Dahlgaard; J.J.; Kristensen; K.; Kanji; G.K. (2002); Fundamentals of Total Quality Management; Nelson Thornes Ltd; United Kingdom.


Deming; W.E. (1986); Out of the Crisis; Cambridge; Massachusetts Institute of Technology; Center for Advanced Engineering Study.


Farley; T.; Broady-Preston; J.; Hayward; T. (1998); Academic libraries; people and change: a case study of the 1990s; Library Management; Vol. 19; No. 4; pp. 238-251.


Farrow; J. (1997); Management of change: technological developments and human resource issues in the information sector; Journal of Managerial Psychology; Vol. 12; No. 4; pp. 312-324.


Goulding; A. (1996); Managing Change for Library Support Staff; Avebury; Aldershot.


Hallberg; A. (2005); Kundorienterad biblioteksverksamhet en jämförelse mellan bibliotek och lärcentra i Sverige och England; LiTH-IKP-R-1379; Linköping.


Hallberg; A. and Sipos-Zackrisson; K. (2007); Customer interaction for improvement of library service quality; submitted to The International Journal of Quality and Reliability Management.


Johannsen; C.G.; (1995); Quality Management in the Library and Information Services Sector; The Aarhus School of Business; Department of Total Quality Management; Denmark.


Juran; J.M. (1988); Juran on Planning for Quality; New York: Free Press.


Kaboolian; L. (1999); ‚ÄúQuality comes to the public sector‚ÄĚ; The Quality Movement in America.


Kravchuck; R.S and Leighton; R. (1993). ‚ÄúImplementing Total Quality Management in the United States‚ÄĚ; Public Productivity and Management Review; Vol. 17; No. 1; Autumn 1993; pp. 71-82.


Lawes; A. (1996); Training for change; Library Management; Vol. 17; No. 3; pp. 29- 31.


Line; M.B. (1996); The universal library report; Library Management; Vol. 17; No. 1; pp. 33-36.


rLoomba; A.P.S and Spencer; M.S. (1997) A model for institutionalizing TQM in a state government agency; International Journal of Quality and Reliability Management; Vol. 14; No. 8; pp. 753-767.


Moore; M.H. (1995); Creating Public Value: Strategic Management in Government. Cambridge; MA: Harvard University Press.


Pors; N-O. (2003); Perspectives on Managing Change in Danish Libraries; The Journal of Academic Librarianship; Vol. 29; No. 6; pp. 411-415.


Rainey; H.G.; Backoff; R.W.; Levine; C.H. (1976); Comparing Public and Private Organizations; Public Administration Review; Vol. 36; No. 2; pp. 233-244.


Rowley; J. (1997); The library as a learning organization; Library Management; Vol. 18; No. 2; pp. 88-91.


Salaman; G. and Butler; J. (1994); ‚ÄúWhy Managers won‚Äôt learn‚ÄĚ; in Mabey; C. and Iles; P. (Eds); Managing Learning; Routledge/Open University; New York; NY; and London; pp. 34-42.


Sinclair; H. (1991); After excellence: models of organizational culture for the public sector; Australian Journal of Public Administration; Vol. 50; No. 3; pp. 321-332.


Spies; P.B. (2000); Libraries; Leadership; and the future; Library Management; Vol. 21; No. 3; pp. 123-127.

10th QMOD Conference. Quality Management and Organiqatinal Development. Our Dreams of Excellence; 18-20 June; 2007 in Helsingborg; Sweden

Author:
Anette Hallberg
Title:
Prerequisites for Quality Improvements in the Library
Note: the following are taken directly from CrossRef
Citations:
No citations available at the moment