Total Quality Services in Total Quality Services in LibrariesLibraries

Dr. Rajesh Kumar, Librarian and

Ms. Shweta Pandey, Asst. Librarian

Knowledge Resource Centre

Indus World School of Business,

Greater Noida, U.P.

IntroductionIntroduction

Libraries has always been committed to Libraries has always been committed to provide a high quality of services to its user. provide a high quality of services to its user. Libraries users have been changing day by Libraries users have been changing day by day and it has challenged for libraries to day and it has challenged for libraries to deliver the quality services. Users in the deliver the quality services. Users in the libraries have become more and more libraries have become more and more information conscious than ever beforeinformation conscious than ever before

What is Quality?What is Quality?

• To define a quality in a word is not easy. According to John Ruskin “Quality is never an accident. It is the result of an intelligent effort”. As per British Standard “The totality of features and characteristics of a product of service that bear on its ability to satisfy stated or implied needs”. Quality is measure in the terms of customer satisfaction through a product or by service.

Objective of Quality ServicesObjective of Quality Services

• The basic objective is to promote innovative service to attract users.

• To ensure survival of their respective instructions and enhance perceived value of the service.

• To influence high level user satisfaction.• Continuous improvement in the work process• Identification of gap between the past and

anticipatory experience.

Library Quality ServicesLibrary Quality Services

• When we are talking about Library Quality Services, the term excellence stands which means Library should provide quality products and services to their user. We should provide all the best possible services to user via manual or through e- form but our aim should be customer satisfaction.

Library Quality ServicesLibrary Quality Services

Quality books for all .

Every quality user his/her book.

Every quality book its reader.

Save the time of the quality user.

Quality Library is a growing Organism.

Need of Quality ServicesNeed of Quality ServicesCustomer satisfaction is a key soul of the

service organization.

Optimum use of Information within limited resources and manpower and cost.

Due to information explosion, need timely intervention / attention.

Best matching between the user requirement and service.

Types of Quality Library ServicesTypes of Quality Library Services

• Circulation• New Arrival• Inter Library Loan• Reference Service• Current Awareness Service• Special Collection• OPAC

Types of Quality Library ServicesTypes of Quality Library Services

• Campus Happening Services• User Assistance Service• Library Bulletin• Indexing Abstracting Services• Users Query Services• Organizing Book Exhibition

Library Staff Commitment with User Library Staff Commitment with User about Quality Servicesabout Quality Services

• Provide a service which is friendly helpful and responsive to user needs.

• Provide the fullest possible service at all times, within the constraints of available resources

• Create Pleasant and welcoming environment in which user can sit in the library

• Make available resources and information resources appropriate to users needs.

Library Staff Commitment with User Library Staff Commitment with User about Quality Servicesabout Quality Services

• Train and develop staff so that they continue to provide a quality service.

• Complaint and suggestion always welcome from user side.

• User surveys should also conduct time to time.• Publicise service standards for key areas of library

activity.• Publicise Library’s range of services, library

regulations and opening hour.

How Libraries have improved Total How Libraries have improved Total Quality ServicesQuality Services

• Library should publish information services brochures for customer/User.

• Time to time user survey should also conduct about library services through Questionnaire.

• Operation hours also changes as per the customer demand.

• User orientation program should also conduct about library services.

• Staff User training programme also conducted.

How Libraries have improved Total How Libraries have improved Total Quality ServicesQuality Services

• Highlight the latest development eg. Addition of books, Journals, on-line database, e-resources, to library users.

• Library Service provider should think that how the customer satisfied by his/her services

• Follow the mission Statements.

• Library Service Provider should keep in the mind about Fourth Law “Save the time of the User.

ConclusionConclusion

• Success of any library in future depends upon their own capability to be more dynamic and prove their value in Academic research outcome and its services to users also. Libraries are the service institution and always ready for providing better quality service to their customer. Growth of a library fully depends upon its better quality library services.

Thank You very much

for sparing your

valuable time!