Total Quality Management in Libraries: A Short Review
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 o...
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| Format: | Article |
| Language: | English |
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Türk Kütüphaneciler Derneği (Turkish Librarians' Association)
2013-11-01
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| Series: | Türk Kütüphaneciliği |
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| Online Access: | http://tk.org.tr/index.php/TK/article/view/506 |
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| _version_ | 1841563718725402624 |
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| author | Erol Yılmaz |
| author_facet | Erol Yılmaz |
| author_sort | Erol Yılmaz |
| collection | DOAJ |
| description | 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. |
| format | Article |
| id | doaj-art-3510318d66b34780b13c0748c421c891 |
| institution | Kabale University |
| issn | 1300-0039 2147-9682 |
| language | English |
| publishDate | 2013-11-01 |
| publisher | Türk Kütüphaneciler Derneği (Turkish Librarians' Association) |
| record_format | Article |
| series | Türk Kütüphaneciliği |
| spelling | doaj-art-3510318d66b34780b13c0748c421c8912025-01-02T23:39:26ZengTürk Kütüphaneciler Derneği (Turkish Librarians' Association)Türk Kütüphaneciliği1300-00392147-96822013-11-012413362502Total Quality Management in Libraries: A Short ReviewErol YılmazTotal 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.http://tk.org.tr/index.php/TK/article/view/506toplam kalite yönetimikütüphaneleriç müşteridış müşterimüşteri merkezlilikmüşteri memnuniyetikütüphane kullanıcılarıkütüphane personelikullanıcı merkezlilikkullanıcı memnuniyeti |
| spellingShingle | Erol Yılmaz Total Quality Management in Libraries: A Short Review Türk Kütüphaneciliği toplam kalite yönetimi kütüphaneler iç müşteri dış müşteri müşteri merkezlilik müşteri memnuniyeti kütüphane kullanıcıları kütüphane personeli kullanıcı merkezlilik kullanıcı memnuniyeti |
| title | Total Quality Management in Libraries: A Short Review |
| title_full | Total Quality Management in Libraries: A Short Review |
| title_fullStr | Total Quality Management in Libraries: A Short Review |
| title_full_unstemmed | Total Quality Management in Libraries: A Short Review |
| title_short | Total Quality Management in Libraries: A Short Review |
| title_sort | total quality management in libraries a short review |
| topic | toplam kalite yönetimi kütüphaneler iç müşteri dış müşteri müşteri merkezlilik müşteri memnuniyeti kütüphane kullanıcıları kütüphane personeli kullanıcı merkezlilik kullanıcı memnuniyeti |
| url | http://tk.org.tr/index.php/TK/article/view/506 |
| work_keys_str_mv | AT erolyılmaz totalqualitymanagementinlibrariesashortreview |