Quality management and benchmarking in the information sector: results of recent research
Edited by the Ministry of Defense adviser on total quality management and bench-marking, this volume brings together the results of four major research projects, all conducted by acknowledged experts in the field.Covering a range of quality tools and techniques, the findings allow readers to compare activities and advances within a variety of sectors, prompting managers to take a broader view of the issues and solutions on hand.
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the basic concepts
The evolution of quality management
The quality environment
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academic library achieve activities adoption of quality appraisal assessment authorities award best practice British Library British Standards Institution cent of respondents Charter Charter Mark Citizen's Charter commitment communications concepts Cost centres Cronbach's alpha customer satisfaction Elected Members employees English county felt focus HEFCE identified implementing quality important improvement industry information services inputs interlibrary loans interviewed involved library and information Library Association library managers library staff library users LIS sector London Loughborough University manufacturing Marks & Spencer ment middle managers monitoring needs nonconformance organizational performance indicators performance measurement policy on quality problems public library sector public library services public sector quality assurance Quality circles quality management system quality programmes questionnaire requirements responsibility senior managers service quality stakeholders suppliers survey techniques tion Total Quality Management visited whilst written policy