Total Quality Management in Libraries: A Short Review

• Main Author: Erol Yılmaz
• Format: Article
• Language: English
• Published: Türk Kütüphaneciler Derneği (Turkish Librarians' Association) 2013-11-01
• Series: Türk Kütüphaneciliği
• Subjects: toplam kalite yönetimi; kütüphaneler; iç müşteri; dış müşteri; müşteri merkezlilik; müşteri memnuniyeti; kütüphane kullanıcıları; kütüphane personeli; kullanıcı merkezlilik; kullanıcı memnuniyeti
• Online Access: http://tk.org.tr/index.php/TK/article/view/506
• ISSN: 1300-0039; 2147-9682

Total Quality Management (TQM), is a management style that aimed at customer satisfaction. In the organisations in which TQM is applied customer is in the centre of the organization. In other words, in this kind of organisations the customer comes before everything else. Reaching the highest level of the customer satisfaction is among the targets of the mentioned organizations. In this study, primarily, definition of the TQM is going to be made together with its definition, short history, purpose, benefits and factors; besides descriptive information is going to be given about internal customer, external customer, customer centered process and customer satisfaction. In the second part of the study, TQM subject is going to be discussed within the scope of the libraries widely. In this context, after explanation of customer centeredness (placing the customer at the centre), customer satisfaction and benefits of the TQM to the libraries, the subject is going to be discussed in the context of our country.